Total Quality Management (TQM) is a management strategy that puts awareness of quality at the heart of all organizational processes. This is combined with a strong philosophy of lowering costs by eliminating waste and defects. So TQM can be described as a management system that aims at a continual increase in customer satisfaction while continually lowering real costs. The father of TQM was William Deming‚ an American college professor‚ author‚ and consultant. Deming played a major role in improving
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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quality management history‚ gurus‚ TQM theories‚ process improvement‚ and organizational ’excellence’ The history of quality management‚ from mere ’inspection’ to Total Quality Management‚ and its modern ’branded interpretations such as ’Six Sigma’‚ has led to the development of essential processes‚ ideas‚ theories and tools that are central to organizational development‚ change management‚ and the performance improvements that are generally desired for individuals‚ teams and organizations. These
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The person that inspires me most is my mom. The reason I say this is because she’s a strong black woman and she stands independently facing all odds. She inspires me to be the best I can be and to always give my all in whatever I’m doing. Whenever I need something‚ all I have to do is ask and I know if it’s possible‚ she’ll provide it. It’s always been like that with her and not with just me‚ but all of my brothers. I think the reason we may act uncivilized when dealing with authority is because
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I selected the article about Colin Bisset‚ who is “inspired to do nothing”. I chose this article because it seems interesting‚ I mean how can someone be inspired to do nothing? Oxford Dictionary defines the word inspired: “of extraordinary quality‚ as if arising from some external creative impulse”. It doesn’t seem to me that wanting to do nothing is creative. The author was walking through the “lush gardens of a grand country home” with a friend and says to his friend that he would love to live
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Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
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Turks Defeat an Act of God? Just last week‚ a massive storm hit just off the coast of Cyprus. The Turkish fleet that has been waiting to attack Cyprus was decimated. The authorities have given us little information‚ but we have been led to believe that the entire fleet was destroyed. However‚ Othello (ship pictured above)‚ somehow made it through the storm and arrived at Cyprus late in the night. Religious leaders are beginning to question if there was divine intervention involved. It was overheard
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About Us Archives Foster Youth Stories For Teachers \\ ENTERTAINMENT Book reviews (March – April 2012) If you want to read some great sci-fi/fantasy‚ our staff writers loved Mockingjay and Slaughterhouse-Five. CD reviews (March- April 2012) Our staff writers recommend CDs by Florence + the Machine‚ Hawk Nelson and LMFAO. \\ FROM OUR READERS Essay contest: Who do you admire? Our essay contest winners wrote about a brother who is gay‚ a mom who works hard and an inspiring wife. Letters
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Why we believe that the bible is inspired of god? 1-One reason is because the bible itself says that it is from god‚ in 2 Tim 3:16 it goes on to say “All scriptures is inspired of god and beneficial for teaching‚ for reproving for setting things straight‚ for disciplining in righteousness‚ that the man of god may be fully competent completely equipped for every good work.” 2- But some might say man wrote the bible so how can it possibly be inspired by god? We being bible trained we understand
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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