Our paper discuss the „hot” topic of Business Excellence (BE) aiming to highlight and clarify the connections with Total Quality Management (TQM). Thus, we describe the quality movement from inspection to statistical quality control and the „Japanese Age” of quality followed then by...

In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ...