Value to the Customer
Abstract
Argues that TQM falls short as a vehicle for implementing excellence. Asserts that value to the customer is a much better means for delivering excellence than a customer‐led TQM with its inherent limitations and tendency to complex jargon. Discusses the use and abuse of quality. Considers that excellence implies all that is best, not only quality. Contends that quality does not equate to fitness for purpose. Concludes that value implies the optimizing of effectiveness and efficiency. Contends that being competitive in the delivery of value to the customer is a better vehicle for delivering excellence.
Keywords
Citation
Nicholls, J. (1990), "Value to the Customer", The TQM Magazine, Vol. 2 No. 2. https://doi.org/10.1108/EUM0000000003024
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited