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| Author: | Akande, A. |
| Title: | Applying Deming to service |
| Journal: | Management Decision
1992 : VOL. 30:3, p. 3-8 |
| Index terms: | SERVICE MANUFACTURING QUALITY ASSURANCE MANAGEMENT TRAINING USA |
| Language: | eng |
| Abstract: | The current status and future prospects of quality and productivity improvement efforts in business, especially in the USA, are assessed. A picture of the state of the art of quality as a way of life in the service sector is presented. Arguments are offered that the 14-point philosophy of Deming can be effectively applied to the service industry. High service quality providers concentrate on exceeding customer expectations by constantly providing value-added service to their basic products. All improvement strategies must be integrated into the company's strategic business plan. Furthermore, quality improvement must be a part of the corporate culture, not just an add-on program. |
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