PRESENT REQUIREMENTS CONCERNING TOTAL QUALITY MANAGEMENT ON SPHERE OF SERVICES

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