SME IQ920243

TOTAL QUALITY MANAGEMENT PRINCIPLES AND APPLICATIONS HAVE BECOME MORE AND MORE COMMON ACROSS ALL SECTORS OF INDUSTRY. MANY TQM TOOLS REQUIRE CUSTOMER FEEDBACK, BUT IN OBTAINING THAT FEEDBACK MANY COMPANIES FALTER. THE AUTHOR PRESENTS A CUSTOMER RESEARCH MODEL THAT WILL PROVIDE ORGANIZATIONS COMPREHENSIVE, STATISTICALLY BASED, CUSTOMER DATA AND ILLUSTRATES HOW TO INTEGRATE THE DATA INTO THE TQM PROCESS. THE MODEL CONTAINS THESE STEPS: QUALITATIVE RESEARCH, TRANSITIONAL PHASE, AND QUANTITATIVE EXAMINATION. THE RESULT IS A MORE TARGETED TQM APPROACH THAT INTEGRATES CRITICAL EXTERNAL CUSTOMER INFORMATION INTO INTERNAL PROCESSES, AND PRIORITIES DIRECTION FOR TQM APPLICATION. THE IMPACTS CAN BE SEEN ACROSS ALL FUNCTIONS OF THE ORGANIZATION.

Product Details

Published:

06/01/1992

Number of Pages:

18

File Size:

1 file , 2.1 MB