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- W2025249514 abstract "Abstract QMS are a necessity for success of service companies today and in the future. Customer satisfaction is the magic formula because the customer and only the customer decides to buy or not to buy. The great problem consists in getting sufficient and meaningful information about the customers' evaluation of services and behaviour and the influence on customers by quality. Mathematical models — for example the PRM — can help to investigate the influence of the strategy of the company with regard to customers. The results computed can be used to compare the probable customer satisfaction of yesterday and today to see the tendency of change and to compare it with other competitors. An essential statement was that we have to compute RELIABILITY/QUALITY-RELATED SYSTEM PERFORMANCE CAPABILITY MEASURES by applying of expectation values and above all distribution functions of the quality characteristics. That's why each of the customers has its own individual expectations and as a rule we don't meet the “average customer”. OPERATIONS RESEARCH and SYSTEM ENGINEERING are required to develop (simple) models which can be used to support QMS as well as TQM by finding out the right lines for the development. The aim of this paper was to point out management possibilities by showing a few results which can be achieved by mathematical models. It was not the aim to derive and explain the relevant mathematical equations." @default.
- W2025249514 created "2016-06-24" @default.
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- W2025249514 date "1993-09-01" @default.
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- W2025249514 title "Performance - reliability - models and quality management" @default.
- W2025249514 doi "https://doi.org/10.1016/0360-8352(93)90322-o" @default.
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