Being Best in the Customer’s Eyes – A Mercedes‐Benz Perspective

Abstract

Looks at total quality management at Mercedes‐Benz. Briefly describes the importance of TQM in the motor industry today. Highlights the various internal and external factors which influence the activities involved in product planning and control and describes how a TQM programme can co‐ordinate these activities. Outlines the three fields of responsibility which a TQM system must incorporate in order to plan, monitor and promote the quality of products and processes in all departments of the company, i.e. quality planning, quality controlling and quality promotion. Concludes by concentrating on the essential requirements of a TQM programme if it is to be successful in any organization.

Citation

Koster, A. (1994), "Being Best in the Customer’s Eyes – A Mercedes‐Benz Perspective", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 26-29. https://doi.org/10.1108/09604529410796288