In summary, this exercise showed that quality management is much more integrative and synchronized in nature. Quality cannot be dictated into an organization; it must become part of its culture, and it is apparent from this balsa wood glider that the organization producing them is lackadaisical in their commitment to the principles mentioned in this analysis.
References
Foster, ST & Gallup, L 2002, 'On functional differences and quality understanding', Benchmarking: An International Journal, vol. 9, no. 1, pp. 86 -- 102
Galbreath, J & Rogers, T 1999, 'Customer relationship leadership: a leadership and motivation...
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