M.Tech. Business Administration. Business School. / Total Quality Management (TQM) is known for its success in transforming Japan from economic ruin after World War II into a world economic power. Telkom South Africa (SA) wants to develop a customer centric culture that permeates the entire organisation through people, processes and systems, with the objective of making Telkom the customer's ICT service provider of choice. The research show that by applying TQM principles at Telkom SA will increase customer satisfaction and assist Telkom SA in becoming a leading employee and customer centric ICT solutions service provider. Certain TQM principles which apply to the manufacturing sector can equally be applied to a service organization like Telkom SA, while certain TQM principles have to be adapted to apply to a service organisation.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1000259 |
| Date | January 2008 |
| Creators | Sammy, Navin Rama. |
| Contributors | Watkins, J. A,, Naidoo, V. (Vinessa) |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format | |
| Rights | © 2008 Tshwane University of Technology |
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