Achieving customer delight through employee driven teams

Show full item record

Redirect: RIT Scholars content from RIT Digital Media Library has moved from to RIT Scholar Works, please update your feeds & links!
Title: Achieving customer delight through employee driven teams
Author: Guarno, Philip
Abstract: This study shows the relationship between TQM and employee driven teams, and customer satisfaction and delight. The study explains the developmental stages of TQM leading up to self directed work teams in the U.S. The subjects for the study are the Food and Beverage department at IBM, Palisades. The property has been the recipient of several quality awards based upon the Malcolm Baldrige Award criteria. The study presents the training and tools utilized to implement the teams, a sample of the customer survey form and detailed analysis of data presented in the format of World Class, customer satisfaction and defect analysis.
Record URI:
Date: 1996

Files in this item

Files Size Format View
PGuarnoThesis08-1996.pdf 22.35Mb PDF View/Open

The following license files are associated with this item:

This item appears in the following Collection(s)

Show full item record

Search RIT DML

Advanced Search