Total Quality Management in Services
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document in english
business strategy
research papers
published 22/10/2007
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SummaryTotal Quality Management is a component of strategic managment, which improves an organization from top to bottom. In particular, it is a structured approach, which aims at enhancing customer satisfaction and loyalty through a continous improvement of services quality.
Total Quality Management in services is extremely sensitive to ineffective strategy implementation. Services are delivered to consumers as soon as they are produced by the provider and this inseparability of production and consumption requires extremely effective processes in TQM implementation.
Total Quality Management in services is extremely sensitive to ineffective strategy implementation. Services are delivered to consumers as soon as they are produced by the provider and this inseparability of production and consumption requires extremely effective processes in TQM implementation.
Table of Contents
- Abstract.
- Introduction.
- Total Quality Management (TQM).
- Definition of Service.
- Classification and Types of Services.
- Key attributes of Services.
- TQM Principles for the Services sector.
- TQM in Services vs. TQM in Manufacturing.
- Elements of TQM in Services.
- Elements of TQM in Manufacturing.
- Benefits of TQM in Services.
- Challenges of TQM in Services.
- Conclusions.
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