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Effectiveness Controls in Quality Management

In: Quality Management for Services

Author

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  • Manfred Bruhn

    (University Basel)

Abstract

Effectiveness control plays an important role in quality management. The goal of effectiveness control is to check whether the desired effects have been achieved through quality management. An effective implementation of quality management is the central prerequisite for consistent high quality. Accordingly, this chapter deals primarily with the degree of achievement, that is, the effects of the measures taken to achieve a high level of service quality. In doing so, relevant effect components are derived as target variables of effectiveness control and instruments for checking the achievement of targets are shown using specific examples. A final critical assessment shows the advantages and disadvantages of effectiveness control within quality management.

Suggested Citation

  • Manfred Bruhn, 2023. "Effectiveness Controls in Quality Management," Springer Books, in: Quality Management for Services, chapter 0, pages 551-588, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-67032-3_14
    DOI: 10.1007/978-3-662-67032-3_14
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