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PRESENT REQUIREMENTS CONCERNING TOTAL QUALITY MANAGEMENT ON SPHERE OF SERVICES

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Author(s): Amalia Venera TODORUŢ | Cecilia Irina RĂBONŢU

Journal: Annals of the Stefan cel Mare University of Suceava : Fascicle of the Faculty of Economics and Public Administration
ISSN 2066-575X

Volume: 9;
Issue: Special Number;
Start page: 15;
Date: 2009;
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Keywords: total quality management | quality | service | customers | performance improvement

ABSTRACT
The paper/thesis aims to address new requirements on total quality management services in the area due thefact that implementation of total quality management ensure a number of advantages to organizations providingservices materialized in the following issues: improving the profitability and competitiveness, improving efficiency oforganizational structures, improving consumer satisfaction . I argued the need for implementing TQM in the serviceorganizations level and I have presented a pattern in three phases that represents a framework for continuousimprovement. It looked also the manners to approach the performance of service quality: reactive and proactive.
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