An Introduction to Quality Management

Seminar paper from the year 2006 in the subject Transportation Science & Technology, grade: 1,7, Heilbronn University of Applied Sciences, course: Business studies and Logistics, 15 entries in the bibliography, language: English, abstract: 'Quality exists, when the price is long forgotten!' With these words the co-founder of the tradition enterprise of Rolls Royce, Frederick Henry Royce, was quoted. Quality ingrains the good reputation. The one who get this rep will be open the floodgates but if you lost it you go down under very fast or you have to try hard to re-establish your tattered reputation. Quality is brainwork. Regarding to the corporate strategy quality is a typical Top-Down-Task. This strategy can only be successful when the Top-Management is disposed to put it into practice. In corporate culture thinking of quality however each co-worker is part of these one and because of that it has a typical Bottom-Up-Process characterized with a sustainable implementation. In today's time affected by cut-throat competition and consequential customer orientation corporations attach great importance to quality. How hard the customer penalizes quality-shortfalls a study of the White House Office of Customer Affairs impressively set forth. In these study 90 from 100 customers, who were dissatisfied with the condition of the goods will from now on avoid this product. It is remarkable that only about 4% of the dissatisfied customers complain about the quality directly to the manufacturer. Unfortunately every one of these dissatis-fied customers will pass his displeasure about the quality to at least nine further potential customers. Quality might be from existential importance for a company. In the competition still increasing in sharpness around shares of the market only the enterprises will keep up which have a integrated quality thinking and acting. [...]

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