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Comparing Quality Management Practices in the Manufacturing and Service Industries: Learning Opportunities

Summary: [This abstract is based on the author's abstract. A longer abstract is available on the journal's website]

Empirical research regarding differing approaches to quality management taken by the manufacturing and service industries is discussed. The main findings of a survey conducted in Norway conclude that manufacturing industries excel in many aspects of quality management, but service industries score higher in customer consideration and satisfaction. The two industries could learn from each other, striking a balance between external customer satisfaction and internal productivity and profitability. Implications for future research and quality award models are also discussed.

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  • Topics: Quality Management, Customer Satisfaction and Value
  • Keywords: Management styles,Manufacturing,Quality management (QM),Customer satisfaction (CS),Internal customer,External customer
  • Author: Sun, Hongyi
  • Journal: Quality Management Journal