In a complex and dynamic business environment, managers widely appeal to modern methods and techniques that would help them cope with the competition and offer their customers new, attractive, good quality products and services and at competitive prices. In this context, total quality management...

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....

It is becoming more important to accurately measure the level of quality in services and especially automobile related services such as after sales service. This study aims to generate a survey to measure the service quality in automobile aftersales services, eventually to be called...

Total quality management (TQM) has become a modern system of constant improvement of the quality of all company activities. The purpose of this study is to measure the expectations and satisfaction of the guests concerning the attribute quality of the hotel product. Furthermore obtained results...

Originally developed to improve the quality and production efficiency, Lean Six Sigma is now widely adopted in other non-manufacturing sectors such as financial, trade, services, etc. The methodology known as Lean Six Sigma combines the Six Sigma techniques, - which allow companies to reduce...