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Introduction In today's market customer satisfaction can make or break an organization. Competition is fierce and companies are in continuous battles to attract new customers and retain the old. Service has become just as important as the product being sold. So what is the most important factor in the success or failure of an organization? Quality. The organization that can provide the highest level of quality will succeed. Years ago, manufacturing companies attempted to improve …

…their company. Highline recognizes the importance of customer driven quality and acknowledges the value in having the customer's wants and needs in mind during the innovation of new technology. References Companycollege.com (2005). Managing Customer-Driven Quality Improvement. Retrieved February 23, 2005 from the World Wide Web. Web site: http://www.companycollege.com/ccweb/catalog/business/series/mancusdriquaimp.htm Highline.com (2005). Highline Company Website. Retrieved February 24, 2005 from the World Wide Web. Web site: http://www.highlinemfg.com/main.html.