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Adding requirements...
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Abrahamsson, Sten,1953-Högskolan på Gotland,Institutionen för humaniora och samhällsvetenskap
(author)
Adding requirements on customers to current quality models toimprove quality : development of a customer ‐ vendor interaction
- Article/chapterEnglish2010
Publisher, publication year, extent ...
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Visby :Gotland University,2010
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electronicrdacarrier
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LIBRIS-ID:oai:DiVA.org:hgo-754
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https://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-754URI
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Language:English
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Summary in:English
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Subject category:ref swepub-contenttype
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Subject category:kon swepub-publicationtype
Notes
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In most descriptions of business development and models for Corporate Governance, contacts between supplier and customer are for the most part focused on the supplier’s responsibility to identify and document customer requirements in order to enable the organization to meet customer requirements (stated and unstated). In the actual contact between customer and supplier it has been observed in several cases that there are aspects of the interaction not described in traditional theoretical quality models. What seems to be missing is a more explicit requirement for customers and for customers' actions. The logic is that a qualified customer performing based on supplier instructions will result in a better performing product. The apparent lack of theoretical models describing this aspect indicates that this is an interesting area for research and development. The purpose of this paper is to highlight a seemingly "forgotten" area within quality management, which is the lack of requirements put on customers in quality models. The first objective is to review existing quality models to explore the extent of requirement on customers included. The second objective is to propose additions to current models that include requirements placed on customers. A limited review of the award criteria and the most common models for quality and improvement techniques shows that there is no explicit and documented way to set requirements for customers. Our interpretation is that EFQM is the model closest to our description of “demands on customer” due to their clauses connected to “partnership”. The ISO/DIS 26000 is moving the requirements further against the customer for the social responsibility than the quality standards are doing. Further research could focus on how requirements on customer will affect the performance of the entire supply chain both from a quality and social point of view.
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Isaksson, RaineHögskolan på Gotland,Institutionen för humaniora och samhällsvetenskap(Swepub:uu)raiis952
(author)
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Högskolan på GotlandInstitutionen för humaniora och samhällsvetenskap
(creator_code:org_t)
Related titles
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In:13<sup>th</sup> QMOD conference on Quality and Service Sciences ICQSS 2010Visby : Gotland University, s. 1-9
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