Manufacturers are facing intensifying challenges from both local and international competitors in the marketplace. In order to survive, manufacturers must be able to manage the dynamic market variables and satisfy their customers better than their competitors. Recent investigations have started...

Presents the findings of a global survey, undertaken by the European Centre for Total Quality Management (UK), which was aimed at identifying the critical success factors for the “effective internal transfer of best practices”. Overall, 227 organisations took part in the study. Participant...

Purpose – The purpose of this paper is to examine the various contributions made by Gurus who have impacted significantly on the theory and practice of total quality management (TQM) over the past 100 years. Design/methodology/approach – The paper uses the solid foundation created by the...

Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and...

Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place. As...