A TQM Structure in Call Centres through Information Technology
Deming (1988) was the inventor of the Total Quality Management (TQM) principle with the aim of improving quality in the manufacturing and service sectors worldwide. Thus, Deming (1988) defined TQM defined TQM as “Management practices designed to improve the performance of organizational processes in business and industry. ” Specifically the TQM concept focuses on reducing errors during manufacturing and servicing process by 1 per 1,000,000 […]