000			01605naa a2200229uu 4500
001			0100515534037
003			OSt
005			20190211173737.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aTANNINEN, Kati _942492
245	1	0	_aThe power of TQM : _banalysis of its effects on profitability, productivity and customer satisfaction
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aThis article analyses the effects of total quality management (TQM) in an organisational context. In our analysis we study how the experience (or age or application time) of TQM and the depth (level of self-assessing scores of the business unit) of TQM affect the performance of the unit measured with customer satisfaction, profitability and productivity. Our unique research setting was based on longitudinal data from a global integrated process products company. The results of our analysis indicated that TQM does have an effect on all three types of performance measured. However, there was variation in whether the effects come from the experience of TQM or its implementation. As the results of this study are based on one Case Company, the utilisation of the results as such may be somewhat limited
590			_aVolume 21
590			_aNumbers 1-2
700	1		_aPUUMALAINEN, Kaisu _942493
700	1		_aSANDSTRÖM, Joana _942494
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 171-184 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1553^b _cDaiane
998			_a20101006 _b1736^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36683 _d36683
041			_aeng