Investigation of Relationship Between the Implementation of Total Quality Management and Customer Satisfaction PDF Download
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Author:
Publisher: GRIN Verlag
ISBN: 3389076581
Category : Business & Economics
Languages : en
Pages : 52
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Book Description
Master's Thesis from the year 2024 in the subject Business economics - Customer Relationship Management, CRM, University of South Africa, language: English, abstract: Despite the importance placed on total quality management as a key to success of an organisation, there is still a significant lack of consensus on the extent of its influence on the customer service satisfaction, especially in a public sector. This gap in literature prompted this research project. This study attempts to address such gap, by determining and analysing how, and the extent to which implementation of total quality management influence customer service satisfaction. The three dimensions of total quality management investigated in this study are continuous improvement, leadership, and information dissemination. These dimensions are selected purposively for this research project from the 8 principles of total quality managements proposed by the ISO 9000 version 2000. The study aims at reporting the implementation of total quality management levels of the uThungulu municipality and the customer service satisfaction levels of uThungulu’s customers. Furthermore, the study also aimed to make recommendations to the uThungulu management on how to improve implementation of total quality management in order to strengthen their service delivery and achieve high customer satisfaction.
Author:
Publisher: GRIN Verlag
ISBN: 3389076581
Category : Business & Economics
Languages : en
Pages : 52
Get Book Here
Book Description
Master's Thesis from the year 2024 in the subject Business economics - Customer Relationship Management, CRM, University of South Africa, language: English, abstract: Despite the importance placed on total quality management as a key to success of an organisation, there is still a significant lack of consensus on the extent of its influence on the customer service satisfaction, especially in a public sector. This gap in literature prompted this research project. This study attempts to address such gap, by determining and analysing how, and the extent to which implementation of total quality management influence customer service satisfaction. The three dimensions of total quality management investigated in this study are continuous improvement, leadership, and information dissemination. These dimensions are selected purposively for this research project from the 8 principles of total quality managements proposed by the ISO 9000 version 2000. The study aims at reporting the implementation of total quality management levels of the uThungulu municipality and the customer service satisfaction levels of uThungulu’s customers. Furthermore, the study also aimed to make recommendations to the uThungulu management on how to improve implementation of total quality management in order to strengthen their service delivery and achieve high customer satisfaction.
Author: Lars Witell
Publisher:
ISBN: 9780857249029
Category : Electronic books
Languages : en
Pages : 147
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Book Description
This e-book discusses and contributes to the further development of the theory of attractive quality, often referred to as the Kano model. The theory of attractive quality was introduced to the Western world through the 1984 paper entitled OC Attractive Quality and Must-Be QualityOCO by Professor Noriaki Kano and his colleagues (Kano et al., 1984). This e-book aims to encourage research on the theory of attractive quality to enter a new phase of development. It especially calls for empirical investigations into the use and application of the Kano model and theoretical development of the theory of attractive quality. This e-book spans a wide range of topics, from further extensions of the Kano methodology and new approaches to the classification of quality attributes, to lifecycles of quality attributes and the theory of attractive quality."
Author: Susmita Bandyopadhyay
Publisher: CRC Press
ISBN: 1351113658
Category : Technology & Engineering
Languages : en
Pages : 590
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Book Description
The aim of this book is to cover various aspects of the Production and Operations Analysis. Apart from the introduction to basic understanding of each topic, the book will also provide insights to various conventional techniques as well as, various other mathematical and nature-based techniques extracted from the existing literature. Concepts like smart factories, intelligent manufacturing, and various techniques of manufacturing will also be included. Various types of numerical examples will also be presented in each chapter and the descriptions will be done in lucid style with figures, point-wise descriptions, tables, pictures to facilitate easy understanding of the subject.
Author: Salleh Mohd Radzi
Publisher: CRC Press
ISBN: 1315737353
Category : Business & Economics
Languages : en
Pages : 624
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Book Description
Theory and Practice in Hospitality and Tourism Research includes 111 contributions from the 2nd International Hospitality and Tourism Conference 2014 (Penang, Malaysia, 2-4 September 2014), and covers a comprehensive range of topics, including:- Hospitality management- Hospitality & tourism marketing- Tourism management- Technology & innova
Author: Jeffry A. Doney
Publisher:
ISBN: 9781536156010
Category :
Languages : en
Pages : 97
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Book Description
The opening study in Total Quality Management (TQM): Concepts, Implementation and Applications investigates the quality of administrative services and student satisfactionan important dimension of Total Quality Managementprovided in higher education institutions. A questionnaire survey, developed using the well-known service quality model SERVQUAL, was used to explore its five dimensions, namely: reliability, assurance, tangibles, empathy, and responsiveness. Following this, the authors empirically examine the relationship between Total Quality Management-SMEs performance and organizational culture under a moderation model in the Kingdom of Saudi Arabia. The research utilizes partial least squares to examine the moderating effect of organizational culture on the association between Total Quality Management and SMEs performance. Lastly, the authors develop a model and empirically test it to assess the impact of Total Quality Management on incremental and radical innovation and customer satisfaction, finding that Total Quality Management is positively linked to incremental and radical innovation, whereas no association was found for radical innovation and customer satisfaction.
Author: Dr. Jeyasinghraj
Publisher: Shineeks Publishers
ISBN:
Category : Education
Languages : en
Pages : 177
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Book Description
Total Quality Management (TQM) epitomizes a pinnacle business excellence program, strategically deployed to elevate an organization’s performance amidst the ever-evolving business landscape. A profound comprehension of TQM principles and practices becomes indispensable for organizations aspiring to enhance their operational efficacy. Within the pages of this book, paramount focus is accorded not solely to TQM principles and organizational culture, but also to pragmatic insights garnered from diverse wind companies. Research findings are adeptly employed to demonstrate how the cultivation of a TQM culture has positively augmented the performance of the wind industry, highlighting the pivotal role of human resources in driving this transformation. Moreover, it elucidates how such implications can be extrapolated to other sectors, particularly within the burgeoning renewable energy domain in India.
Author: Management Association, Information Resources
Publisher: IGI Global
ISBN: 1799889610
Category : Medical
Languages : en
Pages : 840
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Book Description
Public health has become an essential area of focus in terms of the way it operates, the services offered, policies, and more. Maintaining an effective public health system and infrastructure, updated and useful policies, and health literacy are primary concerns. A critical analysis of public healthcare policy and services is critical to accommodate the changing health demands of the global population. Through a deeper understanding of the way public health services are offered, a look into policymaking and current policies in healthcare, and the way health literacy and health education are promoted, the current state and future of public health are acknowledged. The Research Anthology on Public Health Services, Policies, and Education presents a view of public health through an analysis of healthcare services and delivery; policies in terms of policymaking, ethics, and governance; as well as the way society is educated on public health affairs. The chapters will cover a wide range of issues such as healthcare policy, health literacy, healthcare reform, accessibility, public welfare, and more. This book is essential for public health officials, government officials, policymakers, teachers, medical professionals, health agencies and organizations, professionals, researchers, academics, practitioners, and students interested in the current state of public health and the improvement of public health services and policies for the future.
Author: Jiqin Han
Publisher: BRILL
ISBN: 9086866840
Category : Business & Economics
Languages : en
Pages : 229
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Book Description
Food quality incidents have made societal concerns on food safety grow worldwide. In the developed world, academics and practitioners explore food quality using a supply chain perspective. In transitional economies, such as China, this perspective is largely unexplored. This book addresses food quality and firm performance improvements through supply chain integration and quality management in China’s pork processing industry. Data were collected from Chinese pork processing firms. This book shows the relationship between quality management practices and firm performance. Factors that influence firm performance include in-company quality management, supplier/customer quality management, employee involvement and integrated governance mechanisms. This book is a valuable resource for practitioners of meat processing enterprises, as well as academic researchers with an interest in the areas of agri-food supply chain governance, quality management and firm performance in transitional economies.
Author: Dr Vincent Ribiere
Publisher: Academic Conferences and publishing limited
ISBN: 1911218824
Category : Business & Economics
Languages : en
Pages : 476
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Book Description
These proceedings represent the work of researchers participating in the 6th International Conference on Management, Leadership and Governance (ICMLG 2018) which is being hosted this year by the Institute for Knowledge and Innovation Southeast Asia (IKI-SEA), a Centre of Excellence of at Bangkok University, Thailand on 24-25 May 2018.
Author: Moumtzoglou, Anastasius
Publisher: IGI Global
ISBN: 1466663219
Category : Computers
Languages : en
Pages : 384
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Book Description
Technological advances have revolutionized the way we manage information in our daily workflow. The medical field has especially benefitted from these advancements, improving patient treatment, health data storage, and the management of laboratory samples and results. Laboratory Management Information Systems: Current Requirements and Future Perspectives responds to the issue of administering appropriate regulations in a medical laboratory environment in the era of telemedicine, electronic health records, and other e-health services. Exploring concepts such as the implementation of ISO 15189:2012 policies and the effects of e-health application, this book is an integral reference source for researchers, academicians, students of health care programs, health professionals, and laboratory personnel.
