Essays about: "TQM and customer satisfaction thesis"

Found 5 essays containing the words TQM and customer satisfaction thesis.

  1. 1. Service Process Optimisation in Swedish Public Dental Care

    University essay from IHH, Centre of Logistics and Supply Chain Management; IHH, Företagsekonomi

    Author : Gunita Laursone; Emelie Domeij; [2013]
    Keywords : service processes; business process optimisation BPO ; Total Quality Management TQM ; Business Excellence; European Framework for Quality Management EFQM ; competitive advantage; Swedish public dental care; action research;

    Abstract : Introduction - High volatility (Vergidis, Tiwari & Majeed, 2006) and uncertainty (Eisenhardt, 2002) have increased the unpredictability and competitiveness for all types of businesses (Magal & Word, 2009). As a result, optimisation has become a common practice in the commercial and manufacturing sectors (Rowlands, Antony & Knowles, 2000) to maximally utilise the existing processes and ensure a sustainable and scalable competitive advantage (Antony, 2005). READ MORE

  3. 2. TOTAL QUALITY MANAGEMENT : A Test of the Effect of TQM on Performance and Stakeholder Satisfaction

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : OLUWATOYIN ADEDIRAN; OLUSEUN ADEDIRAN; [2009]
    Keywords : TQM; Airlines; Customer satisfaction; Employee satisfaction and Operational effectiveness; performance; Nigeria; Implementation;

    Abstract : Title: Total Quality Management: A Test of the Effect of TQM on the Performance and Stakeholder Satisfaction Authors: Adediran Oluwatoyin & Adediran Oluseun Supervisor: Anders Hederstierna Department: School of Management, Blekinge Institute of Technology Course: Master’s thesis in business administration, 15 credits (ECTS). Background and Problem Discussion: The performance of TQM Airlines and Non TQM airlines is measured comparing statistically three major performance indicator Customer satisfaction, Employee satisfaction and Operational effectiveness. READ MORE

  4. 3. Using Design of Experiments in Validation of a new calorimetric method for the specific heat capacity determination

    University essay from Högskolan i Borås/Institutionen Ingenjörshögskolan

    Author : Sima Babaee Koochaksaraee; Sara Ghahremanpour; [2009]
    Keywords : total quality management; statistical method; design of experiments; validation; calorimetry;

    Abstract : Total Quality Management as a holistic management system is widely practical inevery organization these days and one of the foundations of TQM which should betaken into account in all functions of the company is continuous improvement.Customer satisfaction is an important topic in which continuous improvement play akey role and leads to enhance it. READ MORE

  5. 4. Measuring Customer Satisfaction in a Service Company combining approaches for Quality Service Improvement

    University essay from Institutionen för teknik och design

    Author : Javier Santamaria; Marco Gonzalez; [2008]
    Keywords : Quality Service; Quality Improvement; Customer Satisfaction Measurement; SERVQUAL; CSM; QFD; CSM; QFD; Servicekvalitet; Kvalitetsförbättring; konsumenttillfredställelse mätningar; SERVQUAL; Calidad del Servicio; Mejora de la Calidad; Medida de la Satisfacción del cliente; SERVQUAL; CSM; QFD;

    Abstract : This Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. READ MORE

  6. 5. Striving for Business Excellence in Belarus : Tendencies of Quality Management in IT Industry

    University essay from Handelshögskolan BBS

    Author : Sergej Arefjev; Liudmila Strucheuskaya; [2006]
    Keywords : Key words: Total Quality Management TQM ; Interantional Organisation for Standardisation ISO ; Culture; Infrastructure; Business Excellence Model BEM ; IT; Belarus; Transitional economy; Tendencies; Leadership; Strategy; Human Resources;

    Abstract : Nonetheless IT sector is considered as highly competitive Belarus is listed in the top five, while also be-ing in the transitional stage. Thus, this thesis examined the tendencies of the quality management in Bel-arus IT industry. READ MORE