Customer Satisfaction Through Total Quality

Intended primarily for managers at all levels, this excellent book gives the reader an overview of various techniques available to assist management in improving their companies' or functions' ability to satisfy customers. It is not a study of theory but instead takes a practical approach to satisfying customers through total quality.;After an introduction and look at the background to Quality, reasons are given for the current drive towards Total Quality. Following a discussion and explanation of the concept, the author turns to establishing customer needs - and fulfilling them profitably. Essential guidance is given on Setting Standards, The Human Aspect of Total Quality, Planning and Implementing Total Quality, Management Tools to Increase Customer Satisfaction, Spreading Total Quality to Suppliers, and Marketing Total Quality to Customers.;Wellemin stresses the necessity of a clear understanding by every member of an organisation of the reasons for developing this type of programme and where they, as individuals or departments, fit into the overall framework of the activity. Only with this understanding will whole-hearted implementation take place.