TQM and Customer Satisfaction towards Business Excellence | ||||
| International Journal of Learning Management Systems | ||||
| Volume 4, Issue 1, January 2016, Page 21-32 PDF (419.3 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.12785/ijlms/040105 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
| M. N. Sheikholeslam; S. Emamian | ||||
| Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, University Putra Malaysia, 43400, Serdang, Selangor, Malaysia. | ||||
| Abstract | ||||
| In the 1980s, Total Quality Management (TQM) became popular as the key to survive in this competitive world. It was introduced and known as a main factor to become a pioneer and a leading edge in any business. The whole idea of total quality management is about change. It implies that since change is one of the unavoidable issues of our lives, why not lead this change. We can be the leaders of this change and let it happen whenever and wherever we need it, and not at the wrong place and at the wrong time. Since the customer satisfaction plays almost the most essential role in the market and business excellence, one of the major objectives of TQM is customer satisfaction. This study tries to introduce the most attended issues about TQM and customer satisfaction and the relation between them in the literature. This paper then seeks to identify the effects and methods of gaining the customer satisfaction towards business excellence through the application of TQM. | ||||
| Keywords | ||||
| Total Quality Management; Business Excellence; Customer Satisfaction; Market Competition | ||||
|
Statistics Article View: 338 PDF Download: 622 |
||||
