Quality Management and Customer Service

Quality Management and Customer Service

Michael Quayle (University of Glamorgan, UK)
Copyright: © 2006 |Pages: 15
DOI: 10.4018/978-1-59140-899-4.ch004
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This chapter provides a brief overview of a lengthy aspect of the supply chain — that of quality. After defining quality and the costs of failure, methods of getting it right such as ISO 9000, ISO 4000, quality management, and efficient consumer response, are covered. Quality is an essential ingredient of the supply chain.

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