全面质量管理的进展:来自澳大利亚的证据

D. Samson
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引用次数: 28

摘要

指出,尽管全面质量管理在澳大利亚和新西兰的制造业率先实施以来,在过去15年中取得了相当大的进展,但仍然没有得到广泛的接受和实施。因此,尽管这些国家最好的公司正在实现高水平的竞争力,但大多数公司在客户满意度等至关重要的领域仍然表现平平。详细介绍一些澳大利亚和新西兰的领先公司如何实施质量改进计划。对公司进行的一项大型调查报告显示,平均而言,员工士气、客户满意度和客户要求在整个员工队伍中的传播程度的自我报告措施是需要改进的特定领域。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Progress in total quality management: evidence from Australasia
States that, although there has been considerable progress with the implementation of total quality management in Australia and New Zealand over the past 15 years since it was pioneered in the manufacturing sector, there is still not a widespread acceptance and implementation of it. As a result, while the best companies in these countries are achieving high levels of competitiveness, the bulk of companies are still reporting mediocre performance in critically important areas such as customer satisfaction. Details how some of Australia and New Zealand’s leading companies have implemented quality improvement initiatives. Reports on a large survey of companies showing that on average, self‐reported measures of employee morale, customer satisfaction and the extent of dissemination of customer requirements throughout a workforce are particular areas for improvement.
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