Introduction Today‘s world of business imposes an intimidating array of pressures on the organizations and their performance. The demands of the stakeholders and more so the customers are for ever increasing as they require improved quality of products and services. The customer has come of age and no longer accepts inferior quality, limited choice and monopolistic margins. Today‘s customer is strongly demanding quality in products and services. Hence, continuous improvement in business activities with a focus on the customer throughout the entire organization and an emphasis on quality is one of the main means by which organizations face up to the global competitive threats. This is why quality is looked upon by many organizations as the means by which they can survive in n increasingly aggressive market and maintain a competitive edge over their competitors.