Abstract
The purpose of this paper is to discuss total quality management (TQM) . Very few service companies have been able to reap full benefits of TQM. One major reason for its inadequate success is that of trying to implement in service companies techniques that have been successful in manufacturing. In manufacturing, emphasis of TQM is on "zero defects". Control charts and sampling are the major tools of quality control. However, in services, emphasis is on "zero defections". Focus is on customer satisfaction and team approach. TQM can boost profits and improve customer satisfaction. However, success depends on knowing how to implement TQM in service companies.
Volume
May
Page
101-123
Year
1993
Categories
Actuarial Applications and Methodologies
Data Management and Information
Data Collection and Statistical Reporting
Actuarial Applications and Methodologies
Data Management and Information
Data Organization
Actuarial Applications and Methodologies
Data Management and Information
Data Quality
Financial and Statistical Methods
Statistical Models and Methods
Exploratory Data Analysis
Publications
Casualty Actuarial Society Discussion Paper Program
