Measuring the return of quality investments (Record no. 36675)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02014naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0100515363937 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211173731.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101005s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | COELHO, Pedro S. |
| 9 (RLIN) | 42479 |
| 245 10 - TITLE STATEMENT | |
| Title | Measuring the return of quality investments |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | Jan./Feb. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Until recently, methodologies allowing the identification of financial returns of improvements in quality have been unavailable. Therefore, the benefits of the investment in products or services quality have been questioned by many companies. In addition, it has been difficult or impossible, in most business contexts, to choose in an objective way between different types or levels of quality investment. We propose an integrated methodology for estimating the return of quality investments, allowing a cost-benefit analysis. The approach uses a chain of causality that assumes that quality investments potentially affect customer satisfaction and loyalty, which in turn influence customer behaviours, generating financial returns to the firm. An application for the mobile telecommunications industry is presented. We conclude that it is possible to estimate financial returns for different types and levels of quality investment, given sufficient knowledge of the critical paths in the value chain. By producing measures of profitability, it becomes possible to compare investments in quality with other competing investments, enabling a rational allocation of available resources, and allowing managers to approach the investment in quality as any other type of investment in a competitive environment |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 1-2 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | VILARES, Manuel J |
| 9 (RLIN) | 42480 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 1-2, p. 21-42 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, Jan./Feb. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101005 |
| Operator's initials, OID (RLIN) | 1536^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101006 |
| Operator's initials, OID (RLIN) | 1734^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
