Achieving Customer Satisfaction through Total Quality Management (TQM): A Case Study of Telecom Sector

2005 ◽  
Author(s):  
Dr. Urvashi Makkar
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Total Quality ◽  
Telecom Sector

scholarly journals IMPLEMENTASI MANAJEMEN MUTU TERPADU DI SDIT INSAN MANDIRI JAKARTA

2014 ◽  
Vol 5 (2) ◽  
Author(s):  
KHOIRUNNISA KHOIRUNNISA
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Qualitative Approach ◽  
Learning Activities ◽  
Total Quality ◽  
Case Study Method ◽  
Advantages And Disadvantages

This thesis aims to evaluate the implementation of Total Quality Management (TQM), covering the customer satisfaction and continuous improvement at SDIT Insan Mandiri Jakarta. Evaluation is conducted by studying customer’s perception both internals and externals. This research applies qualitative approach with a case study method. The data were collected through observation, interview, and studying related documents and recordings This research starts from February until July 2013. The findings of the research are: overall, implementation of TQM has increase customer satisfaction and encourage continuous improvement at SDIT Insan Mandiri. Those TQM aspects work effectively since management of SDIT Insan Mandiri Jakarta implemented Total Quality Management.The findings lead to the recommendation that (1) The management should build more facilities to support learning activities to enhance customer satisfaction, (2) SDIT Insan Mandiri should conduct comparative studies to broaden their horizons and compare their advantages and disadvantages to other schools.

Total quality management and human resources selection: A case study of the national teacher selection in Taiwan

2012 ◽  
Vol 26 (1-2) ◽  
pp. 157-172 ◽  
Author(s):  
Chih-Yang Chao ◽  
Hung-Ming Hsu ◽  
Fang-Chih Hung ◽  
Kung-Huang Lin ◽  
Jia-Wen Liou
Keyword(s):  
Quality Management ◽  
Human Resources ◽  
Total Quality Management ◽  
Teacher Selection ◽  
Total Quality
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