Understanding, Managing, and Implementing Quality

Understanding, Managing, and Implementing Quality

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This book considers strategic aspects of quality management and self-assessment frameworks, and provides an in-depth examination of a number of the main quality improvement tools and techniques. Incorporating a critical orientation and drawing upon original case-studies, it also reviews the implementation of a variety of quality management programmes in a range of organisational contexts, including manufacturing, higher education, health care, policing and retailing.Cronin, J.J. and Taylor, S.A. (1994) SERVPREF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing 58(1), Jan., 125-31. De Sarbo, W.S., Huff, L., anbsp;...

Title:Understanding, Managing, and Implementing Quality
Author: Jiju Antony, David Preece
Publisher:Psychology Press - 2002

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