BSOP 326 Total Quality Management

 

Week 3

 

Week 3 DQ 1

 How do leaders behave when they are implementing TQM? What expectations should they set? What kind of leaders do TQM leaders need to be?

 

Week 3 DQ 2

What are the dimensions of service quality? How do these dimensions affect a customer perception? How do the quality dimensions, as defined by David Garvin, relate to the dimensions of service quality?