Quality measurement in the service sector
- 2 January 2003
- conference paper
- Published by Institute of Electrical and Electronics Engineers (IEEE)
Abstract
The authors attempt to provide an understanding of total quality management (TQM) and its relationship to measurement. The focus is on the service sector and the development of a systematic approach to continuing improvement of quality through measurement. It is concluded that measurements of service sector work appear to be practical and must be developed on a case basis.Keywords
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