Promoting structural change

Abstract

Gives an example of how a quality system can be applied to sales and marketing activities. Contends that sales and marketing managers should regularly review procedures to ensure that they are in good working order, as well as researching performance in the area of customer satisfaction. Suggests that sales and marketing managers should be right at the heart of quality programmes, unifying the separate components of the company to create an emphasis on meeting customer needs and improving service levels.

Citation

Ross, A. (1992), "Promoting structural change", The TQM Magazine, Vol. 4 No. 6. https://doi.org/10.1108/09544789210034699