You are a quality management specialist and have been invited to give a presentation to the board of Aberdeen-based transport company First Bus Aberdeen. The organisation is exploring ways that it can meet or exceed customers' expectations, and they believe it could do more to build a 'culture of quality' within the company. First Bus Aberdeen employ over 500 local staff and operates a fleet of 160 buses in the city of Aberdeen. They have a quality management system which is designed to be compliant with the requirements of ISO 9001:2015. They seek to improve their quality management practices so they can deliver a high level of quality and service to their customers whilst also improving the efficiency and effectiveness of their internal business processes. For the purpose of this assessment, you are required to take the role of an external consultant and provide a presentation to the board of First Bus Aberdeen on a number of quality managementrelated issues