Overview

There is considerable and growing interest in quality. There are several reasons for this: customers' increasingly demanding quality requirements, tougher competition in markets, demands for improved profitability, and growing complexity of goods and services. This is evident not only in the manufacturing sector, but also in the service sector. The importance of quality is growing constantly in both the private sector and the public sector. Has this growing interest in quality resulted in the production of goods and services of better quality? Do companies now work on these questions more efficiently than they used to? Unfortunately, it is not possible to answer these questions with an unconditional yes because in many cases, only marginal results have been achieved. The reason is that many companies concern themselves solely with quality fads. For excellent results, it is necessary to have a broad and effective approach characterised by a genuine devotion from top management, as well as the involvement and participation by everyone in the organisation. The book describes in a lucid and concise way effective concepts and methods to be used both in industrial and service organisations. Quality in the traditional way, as well as total quality, is dealt with.

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9789144011646

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