ANSWER ALL QUESTIONS, WHICH ARE BASED ON THE CASELET PROVIDED

In business, customer relationship management plays a fundamental role in maintaining and retaining an organisation's customer base so that customers keep on purchasing goods or services. The better the relationship and the quality of the service, the easier it is to maintain business relationships and the recurring revenue. As the government serves its citizens, it is essential to ensure good customer relationship management and the delivery of quality services, as citizens are dependent on the government and these citizens also become voters during the election.

Excellent customer service management is associated with quality, which means different things to different people. It refers to performing to a specific standard and meeting or exceeding customer expectations.

one of the fathers of quality management, joseph M Juran, defined quality as fitness for use where services should meet the needs of those members of society who will actually use them. This universal concept applies to all goods and services, without exceptions $($Juran$,2020)..$

$1.$Critically disccus each of the following concepts of total quality and state their impact in your organization of your choice If it does happen in the organization then state the good practices. If it doesn't happen in the organization then explain how you would correct it$.$ Make a reference from the case study if applicable.

$.$ Customer focus

$2.$ Obsetion with quality

$3.$ Teamwork

$4.$ Continual process of improvement

$5.$ Education