Quality is another name for customer satisfaction and the USA cannot afford to ignore its importance. Education and training are essential to the productivity and competitive advantage of the entire country. Emphasizes the importance of quality training and suggests the keys to implementing a...

The US Department of Defense is playing a significant leadership role in implementation of TQM. Provides an overview of the process of implementing total quality management in the US Department of Defense and discusses the implications of this change for its subcontractors and related...

Illustrates how quality function deployment (QFD) can be used to measure customer satisfaction in educational institutions. Specifically, utilizes QFD in evaluating the MBA programme at Grand Valley State University. The inputs for the QFDs were obtained through several brainstorming sessions of...