000			02014naa a2200217uu 4500
001			0100515363937
003			OSt
005			20190211173731.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aCOELHO, Pedro S. _942479
245	1	0	_aMeasuring the return of quality investments
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aUntil 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			_aVolume 21
590			_aNumbers 1-2
700	1		_aVILARES, Manuel J _942480
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 21-42 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1536^b _cDaiane
998			_a20101006 _b1734^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36675 _d36675
041			_aeng