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| Author: | Carlson, D. Young, S. |
| Title: | Activity-based total quality management at American Express |
| Journal: | Journal of Cost Management for Manufacturing Industry
1993 : SPRING, VOL. 7:1, p. 48-58 |
| Index terms: | TOTAL QUALITY MANAGEMENT AMERICA PAYMENT SYSTEMS |
| Language: | eng |
| Abstract: | Product costing and a quality strategy are related in the sense that both seek answers to the difficult questions of how and where information workers spend their time. This article illustrates how activity-based costing contributes not only to the achievement of accurate product costs, but also to improved quality at American Express Integrated Payment Systems (IPS). The article suggests how similar approaches to total quality management can benefit other service organizations or the service functions of manufacturing qualities. |
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