Question : “Recall the Deming’s 14 points of TQM, you heard in lecture 13 & 14, and justify whether these points are applicable or not applicable in customer services department of telecom industry. Justify your arguments in 3-4 lines in either case.”?
Solution:-
Deming’s point # 5 “Improve constantly and forever the system of production and service”, is applicable as in today's market, it is never advisable to reach the conclusion that a particular department is 'good enough'. Continuous improvement must be a top priority on all fronts - from the ring of phone to the balance sheet (Bill). The only way to remain responsive to the needs of a diverse and dynamic population is to strive constantly to provide better services without comparable increases in cost and meet those needs both now and in the future.
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