Achieving customer delight through employee driven teams

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dc.contributor.advisor Marecki, Richard en_US Guarno, Philip 2011-08-04T20:17:17Z 2011-08-04T20:17:17Z 1996
dc.description.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. en_US
dc.language.iso en_US en_US
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dc.subject Customer satisfaction en_US
dc.subject.lcc HD66 .G83 1996
dc.subject.lcsh Teams in the workplace
dc.subject.lcsh Total quality management
dc.title Achieving customer delight through employee driven teams en_US
dc.type Thesis en_US College of Applied Science and Technology en_US
dc.description.department School of International Hospitality and Service Innovation en_US
dc.contributor.advisorChair Marecki, Richard

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