Managing Service Quality with Deming's 14 Points


Latzko, William J.   (1986, ASQC)   Latzko Associates, North Bergen, NJ

40th Annual Quality Congress, May 1986, Anaheim, CA    Vol. 40    No. 0
QICID: 3181    May 1986    pp. 206-211
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Article Abstract

The success of Dr. W. Edwards Deming's philosophy is not only illustrated by the competitive success of Japanese firms but also by a growing number of American firms who have adopted the Deming points for managing quality. Services such as banking, health care, government among others have found the Deming way to be effective. This paper discusses how Deming's 14 Points are used in the service sector.



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