...Marvin E. Gonzalez; Gioconda Quesada; Kent Gourdin; Mark Hartley Purpose The purpose of this paper is to utilize quality function deployment (QFD), Benchmarking analyses and other innovative quality tools to develop a new customer‐centered undergraduate curriculum in supply chain management (SCM...

...Lynne Eagle; Ross Brennan Purpose This paper seeks to evaluate the arguments for and against the proposition that students in higher education are “customers” and should be treated as such. Design/methodology/approach A critical review of the relevant literature from the domains of total...

... and practices results in many benefits, including higher quality products and services, increased market share, margin expansion, revenue growth, stable employment, better customer focus, faster response to changing market conditions, and higher asset efficiency. Importantly, a key focus of lean management...