Houser, William F. (1989, ASQC) Tenneco Inc., Houston, TX
While, in general, over the last 10 years product quality in the United States has been continually improving, evidence suggests that product service quality has grown in importance to the product purchaser. This does not imply that product quality is becoming of less importance. On the contrary, it means that customers believe that a quality product deserves to be supported with quality product service. It becomes increasingly important then, to make sure that our products receive quality service support if we are to keep our customers happy and coming back.
Quality management (QM)