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QICID: 20846
Title: The New Face of Business Excellence: Managing Emotional Quality
Copyright: 2006, ASQ
Author: Zairi, Mohamed
Organization: European Centre for TQM, University of Bradford, Bradford, UK
Subject: Best practices,Business performance,Customer delight,Customer focus,Customer satisfaction (CS),Knowledge management (KM),Total Quality Management (TQM);
Series: ASQ World Conference on Quality and Improvement Proceedings, Milwaukee, WI, Vol. 60, No. 0, May 2006, pp. 1-7
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Abstract: [This abstract is based on the author's abstract.]A synthesis on business excellence principles and their impact and contributions in the 20th century are presented. Following an examination of the limitations of other approaches and their incompatibility with a knowledge-based competitive environment, conceptual models supported by examples of best practices demonstrate the importance of emotional quality. A roadmap is offered to help organizations transform to a paradigm appropriate for modern business requirements.
Number of pages: 7
Price for ASQ Members: $5.00
Price for List/Forum/Division: $10.00
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