About this document
Quality Management in SMEs and CRM by Carmen Maria is a document available to read on EtoBox.
The document discusses quality management as part of customer relationship management (CRM) in small and medium enterprises. It describes the evolution of quality management approaches from quality monitoring to total quality management (TQM). Quality management systems (QMS) based on ISO standards and TQM aim to ensure customer expectations are met through a systematic approach. While QMS certification provides benefits like increased credibility, it can be bureaucratic and time-consuming. TQM philosophy f
- Author
- Carmen Maria
- Language
- EN