Complaints and Quality Management (1994)

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Alternative titles

  • No Complaints? Part 2 Complaints and Quality Management Alternative


Second of two videos examining the link between customer complaints and quality. Shows that the root causes of complaints are people, processes and products, areas for which management must bear the final responsibility. Explains how to help minimise the chances of complaints occurring, and how, by monitoring complaints, an enterprising organisation can improve its products and services.

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