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ERIC Number: ED365883
Record Type: RIE
Publication Date: 1993-Jun-1
Pages: 56
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Total Quality Management (TQM): Training Module on "Focus on the Customer."
Leigh, David
This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn about their customers or provide information regarding customer satisfaction. Sample surveys are provided. The process of interviewing customers, evaluating their desires, and determining the cost of those desires, known as Quality Functional Development (QFD), is described. A bibliography lists seven references. Handouts and transparency masters are included. (KC)
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Teachers; Practitioners
Language: English
Sponsor: Texas State Higher Education Coordinating Board, Austin.
Authoring Institution: Temple Junior Coll., TX.
Identifiers: Customer Satisfaction
Note: For related documents, see CE 065 638-646.