Let's look at the big picture for a moment. Remember TQM (Total Quality Management)? ROI and Quality are very similar concepts, because both:

* involve an entire organization,
* are in a state of constant flux, and
* can make or break a business.

TQM is an established management practice of continually improving the quality of products or services by making refinements based on the market feedback. Its four-stage process is: Plan, Do, Check, and Act.

1. Plan -- define what it is you want to improve.
2. Do -- implement changes.
3. Check -- see what happened.
4. Act -- make ongoing adjustments.