Title :
Quality measurement in the service sector
Author :
Stevens, Charles ; Unal, Resit
Author_Institution :
Dept. of Eng. Manage., Old Dominion Univ., Norfolk, VA, USA
Abstract :
The authors attempt to provide an understanding of total quality management (TQM) and its relationship to measurement. The focus is on the service sector and the development of a systematic approach to continuing improvement of quality through measurement. It is concluded that measurements of service sector work appear to be practical and must be developed on a case basis
Keywords :
management; quality control; service industries; TQM; quality measurement; service sector; total quality management; Educational institutions; Industrial control; Industrial economics; Industrial relations; Industrial training; Management training; Quality management; Research and development management; Standards development; Total quality management;
Conference_Titel :
Engineering Management Conference, 1992. Managing in a Global Environment., 1992 IEEE International
Conference_Location :
Eatontown, NJ
Print_ISBN :
0-7803-0854-9
DOI :
10.1109/IEMC.1992.225244
