Satisfying customers using total quality management: the mediating role of control systems

• Main Authors: Yaacob, Zulnaidi, Router, Ommei Kalsum S.
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2010
• Subjects: HF Commerce
• Online Access: http://repo.uum.edu.my/972/1/Zulnaidi_Yaacob.pdf; http://repo.uum.edu.my/972/; http://ijms.uum.edu.my

The premise of this paper is that Total Quality Management (TQM) must be adopted as a way of life for employees and not just as a slogan per se, so that the intended goal of implementing TQM can be fully realised. In order to internalise the philosophy of TQM into each organisational member, control...