Today’s rough competition at a global level in all spheres of activity imposes companies worldwide to make sustained efforts in order to improve their products, services and processes. The automotive industry has always provided valuable examples of companies that achieved business excellence...

The DNA of Toyota lies in its culture -- The human systems model -- Toyota way + local environment + purpose = success -- Attract competent and trainable people -- Developing competent and able people -- Engaging competent and willing people in continuous improvement -- Inspiring people to be...

The purpose of this research is to identify the risks and deficiencies that affect the performance of companies that provide vehicle after-sales services. Thus, this paper highlights the results of a comparative study based on a questionnaire conducted at the level of six brands in the...

Total Quality Management (TQM) is a holistic management philosophy of continuously improving the product / service / process quality by focusing on the customer needs and expectation to enhance customer satisfaction and organizational performance. Quality management is a systematic way of...