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| Author: | Sparks, R. E. Legault, R. D. |
| Title: | A definition of quality for total customer satisfaction: the bridge between manufacturer and customer. |
| Journal: | Advanced Management Journal
1993 : WINTER, VOL. 58:1, p. 16-21,27 |
| Index terms: | QUALITY CUSTOMERS PRODUCTION SAFETY SALES |
| Language: | eng |
| Abstract: | Building on the work of David Garvin, the authors expand on his definition of quality by including the customer as a full partner in the process. The expanded definition provides a format for seeking information from customers about those elements and characteristics that are specific to the producer and for organizing them after they are received. The definition must be recognized as evolving, as something constantly in motion and being driven by the demands of customers. The definition is limited to products must be better understood. |
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