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Volume 4, Issue 5
1 May 1992
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Total Quality Management
Total Quality Management Cover Image for Volume 4, Issue 5
Research Article| May 01 1992

Calculating the benefits Available to Purchase

John Pike;
John Pike
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Mike Hewins
Mike Hewins
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1360-0613
Print ISSN: 0954-4127
© MCB UP Limited
1992
Total Quality Management (1992) 4 (5)
https://doi.org/10.1108/09544789210034563

Asks whether cost benefits from TQM can be substantiated, and what period of time is needed for them to impact on business performance. Presents the results of a recent survey which aimed to discover how the cost benefits of TQM programmes were measured by companies. Reveals that experienced companies measure success through improved Customer service (reductions in errors in process and service).

Keywords:
Cost/benefit analysis, Customer service, Implementation, Quality programmes, TQM
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© MCB UP Limited
1992
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