Quality management and business excellence, customers and stakeholders

  • Do we agree on what we are talking about, and does it matter?
  • Bengt Klefsjö, Bjarne Bergquist, Rickard Garvare
  • The TQM Journal, February 2008, Emerald
  • DOI: 10.1108/17542730810857354

What is it about?

In this paper, we discuss the development of the quality management discipline, based on a literature review. We conclude that there is a need for quality management focusing on its core purpose: management of quality to provide customer satisfaction.

Why is it important?

A large part of the development of the quality concept and quality management has taken place without much consideration of what quality management really is or should be. Over time their definitions have been widened to incorporate wellbeing of society, the environment and future generations. Whereas top managers need to address all parts of business, there is a need to separate quality issues from other issues. It is believed that there is a need for quality experts and a discipline of quality management. Quality excellence with a strong customer focus should be one prerequisite to attain true business excellence.

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The following have contributed to this page: Professor Bjarne Bergquist

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