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TQM - Total Quality Management
S/OM/59. Total Quality Management: theory and case study
- WORDS:
- 3200
- DATE:
- 2007
- PRICE:
- 39.99 GBP
The paper examines the functions and benefits of total quality management (TQM) defining its key concepts and tools, and presenting a case study of TQM in a call centre based in Mumbai. Obstacles to TQM introduction are outlined, the current strategy of quality adopted in the call centre is discussed.
KEYWORDS: Total quality management, TQM, call centre,
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