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Volume 4, Issue 3
1 March 1992
This article was originally published in
Total Quality Management
Total Quality Management Cover Image for Volume 4, Issue 3
Research Article| March 01 1992

Defending customer satisfaction Available to Purchase

Anna Kochan
Anna Kochan
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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 (3)
https://doi.org/10.1108/09544789210034428

Examines how an Israeli electronics company has implemented its TQM policy, specifically by placing a priority on customer satisfaction. Profiles the organization′s TQM philosophy and the way in which quality is managed throughout the company. Spotlights the quality management strategy of meeting weekly to discuss quality issues in their line forum, staff forum and corrective action forum.

Keywords:
Customer satisfaction, Defence, Quality Culture, Quality programmes, TQM
This content is only available via PDF.
© MCB UP Limited
1992
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