Users of services judge the quality of services according to two criteria: firstly
whether services help them to achieve the outcomes they aspire to and secondly
whether services are delivered in ways which empower them. The principle of quality is consequently examined as aspiring to meet what customers expect, as opposed
to merely meeting specifications. In support, performance management can be used
to firstly keep employees informed of what the organisation is setting out to do or
what quality means to this organisation based on customer expectations; secondly
how well it is doing in delivering quality by satisfying those expectations and thirdly
and most importantly what part they can and do play as team members.