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Audience: Quality Managers and other managers with Quality responsibilities. Customer Service Managers, Marketing Managers. Quality Management auditors, consultants and trainers in organisations seeking certification, or upgrading to ISO 9000. Undergraduate and postgraduate students on any courses with a quality management component, e.g. Portsmouth University, Cranfield, Bournemouth University, Heriot-Watt University, De Montford University. Students studying for membership exams at the Institute of Quality Assurance.