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Action-Based Quality Management: Strategy and Tools for Continuous Improvement
ISBN-13:
9783319064529
ISBN-10:
3319064525
Edition:
2014
Author:
Marta Peris-Ortiz
Publication date:
2014
Publisher:
Springer
Format:
Hardcover
206 pages
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Book details
ISBN-13:
9783319064529
ISBN-10:
3319064525
Edition:
2014
Author:
Marta Peris-Ortiz
Publication date:
2014
Publisher:
Springer
Format:
Hardcover
206 pages
Summary
Action-Based Quality Management: Strategy and Tools for Continuous Improvement (ISBN-13: 9783319064529 and ISBN-10: 3319064525), written by authors
Marta Peris-Ortiz, was published by Springer in 2014.
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Description
Featuring case studies from the industrial and tourism sectors, this book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP) and the EFQM excellence model, impacts a firm’s performance, enhances productivity and innovation and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.
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