Need to demonstrate that a literature review had been included in the following. In the first section we need to review the organisation's ability to satisfy its customers.  1. In which we identify the standards for best practice and the performance of sector leaders in satisfying customers ( sector is light engineering). 2. Then we need to evaluate the organisation's approach to identifying customer requirements and expectations, and to monitor customer satisfaction. 3. Then evaluate the organisation's ability to satisfy its customers loyalt... More