TQM is a philosophy which emphasizes continuous improvement as a process that places a premium on achievement of customer satisfaction. This requires participation of everyone in the company in the development of shared mission, vision, plans and in the quest for continuous improvement....

Total quality management resulting from total customer satisfaction today can mean giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually characterized by keeping costs down with economies of scale. Mass customization can result in a...

Customer relationship management, or CRM, is a new management concept ‐ a new approach ‐ to managing customers. CRM is about the management of technology, processes, information resources, and people needed to create an environment that allows a business to take a 360‐degree view of its...

General Systems Company, Inc. has been directing its experience in installing quality systems throughout the world, as well as its research department’s focus on the development of new quality system strengths, to support and implement the quality growth opportunities of the twenty‐first...

Relates a number of stories with regard to unsatisfactory items purchased by the author, describing his efforts to get satisfaction from the companies involved. Considers common elements of the various stories including factors such as: manufacturers of excellent image and reputation failing to...

Describes how the European Foundation for Quality Management believes quality must become part of every organisation′s strategic business plan. Discusses how the organisation plans to develop specific quality awareness, management education and motivational programmes in close co‐operation...

Asserts that to maintain the competitive edge, organisations must move quickly to identify and then meet customer satisfaction. Examines methods of identifying customer satisfaction, measuring and using the results to improve the quality of products and services. Sees customer satisfaction as...

Examines how US and British financial institutions are implementing TQM to differentiate themselves from the competition. Discusses how customer satisfaction is achieved through customer care programmes, quality action teams, improved internal and external communications, and quality performance...

Describes how KLM moved gradually towards TQM. Asserts that top management commitment, simple effective methods for measuring the quality of service, and a TQM information system, made KLM quality leader among international airlines. Discusses the Acceptable Quality Level(AQL) and Management...

Outlines 3M′s European strategy for achieving total customer satisfaction. Describes how the company has adopted a customer focus strategy as part of its business planning for the 1992 European Single Market. Asserts that exceeding customer expectation is the goal of all operating units....