Strengthening the weakest link of TQM - From customer focus to customer understanding

TQM Magazine

Volumn 13, Issue 5, 2001, Pages 348-354

  Lagrosen, S ^a  

^a LINNAEUS UNIVERSITY   (Sweden)

Author keywords

Customer satisfaction; Qualitative methods; Total quality management

Indexed keywords

CUSTOMER SATISFACTION; MARKETING; QUALITY CONTROL; STRATEGIC PLANNING;

CUSTOMER BEHAVIOR;

TOTAL QUALITY MANAGEMENT;

EID: 0034779563     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544780110401916     Document Type: Article

References (40)

1. Total quality management: Practice and outcomes in the largest US firms
2. Marginalisation of quality - Is there a case to answer?
3. Troubles with TQM - Pirelli cables Australia limited
4. Perceptions of success and failure in TQM initiatives
5. In defence of TQM
6. Productivity comparisons between Canadian and US TQM firms: An empirical investigation
7. TQM as a management system consisting of values, techniques and tools
8. TQM goes to school: An effective way of improving school quality
9. Quality at the start of life, The use of TQM in a maternity clinic
10. What is marketing
11. Branded
12. The impact of ISO 9000 and TQM on best practice/performance
13. Business-to-business advertising
14. How - And why - TQM is fundamentally flawed
15. An analytical approach to determining the competitive advantage of TQM in health care