The design and construction of a Total Quality Management TQM ramp-up to achieve Total Customer Satisfaction TCS.

Author(s)
Washuta, A.M.S. & Hayden, W.M.
Year
Abstract

This paper looks at Total Quality Management (TQM) and its impact on Total Customer Satisfaction (TCS). The paper will be presented in two phases, first the "planning and design" phase components to move TQM from the exploratory phase through the decision and development phase; and then the "construction" phase component moving TQM beyond awareness into the implementation phase within a major Canadian transportation engineering firm. (A)

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Publication

Library number
C 8711 (In: C 8665 d) /10 / IRRD 872593
Source

In: Transportation : total customer satisfaction : proceedings of the 1995 Transportation Association of Canada TAC annual conference, Victoria, British Columbia, October 22-25, 1995, Volume 4, p. A89-A110

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This publication is one of our other publications, and part of our extensive collection of road safety literature, that also includes the SWOV publications.