ERIC Number: ED365883
Record Type: RIE
Publication Date: 1993-Jun-1
Reference Count: N/A
Total Quality Management (TQM): Training Module on "Focus on the Customer."
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)
Descriptors: Attitudes, Business Administration, Business Education, Course Content, Course Descriptions, Data Collection, High Schools, Improvement Programs, Job Training, Labor Force Development, Learning Activities, Learning Modules, Management Teams, Organizational Development, Organizations (Groups), Participative Decision Making, Quality Control, Staff Development, Surveys, Teaching Methods, Teamwork, Total Quality Management, Two Year Colleges, Units of Study, Work Environment
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Teachers; Practitioners
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.