tqm培訓(xùn)資料-展示頁
2025-03-19 05:57本頁面
【正文】 Source: BS 7850: 1992, “Total Quality Management”) Total Quality Management TQM TQM anizational Cultural Change Traditional Approach Lack of munication Control of staff Inspection fire fighting Internal focus on rule Stability seeking Adversarial relations Allocating blame TQM Open munications Empowerment Prevention External focus on customer Continuous improvement Cooperative relations Solving problems at their roots Total Quality Management TQM Customers’ expectations for the product or service Customers’ perceptions of the product or service Customers’ perceptions of the product or service Customers’ expectations for the product or service Customers’ perceptions of the product or service Gap Perceived quality is poor Perceived quality is good Expectations perceptions Expectations = perceptions Expectations perceptions Perceived quality is governed by the gap between customers’ expectations and their perceptions of the product or service Customers’ expectations of the product or service Gap Source: Slack et al. 2023 Total Quality Management TQM Additional views of Quality in Services ? Technical Quality versus Functional Quality – Technical quality — the core element of the good or service. – Functional quality — customer perception of how the good functions or the service is delivered. ? Expectations and Perceptions – Customers‘ prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service. ? Satisfaction = (Perception of Performance) – (Expectation) Total Quality Management TQM Customer’s expectat
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