Abstract:

In this study a survey of literature is conducted concerning the development and importance of the quality concept in time and the requirements for a successful application of Total Quality Management The subject of the field study is a leading service establishment in the retail industry Data from the questionnaires filled out by the managers of the key departments indicate that the company has a quality system exhibiting the characteristics of Total Quality Management despite the need for a flatter organization structure Key Words : Quality Quality Management System Total Quality Management

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