Page 41 - Total Quality Excellence
P. 41

ROLE OF MANAGERS IN

                               TOTAL QUALITY


                                  MANAGEMENT




          In case of service industry customers are satisfied only when:



      & Business Excellence















                         Employees are                            Employees are easy

                      friendly and polite                             approachable





      Management                            honest and do not

                                               Employees are



                                                  make fake
                                                   promises





      Quality       willing to listen and                              customer requests
                                                                          Organizations
                        Employees are
                                                                            respond to

                     address customer

      otal                 grievances                                         on time.



      T














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