Reflect on your own organisation. How important is Deming and Juran’s message to your organisation? Describe how quality is managed in your organisation. To ensure high and consistent levels of quality, what other factors do you think need to be taken into account apart from statistical quality controls? How important are customer perceptions of quality? One of the goals of modern-day marketing is to achieve one-to-one marketing rather than mass marketing. How do your organisational systems measure up to this goal in providing up-to-date knowledge of each customer?