Certification of the Quality Management of Service Companies

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 11 in Quality Management for Services, 2023, pp 467-494 from Springer

Abstract: Abstract Certification has a high importance for the implementation of quality management and is therefore widespread in many service industries. In order to obtain a quality certificate, a company has to implement the necessary measures for the implementation of quality management in accordance with the certification requirements. This results in an incentive that increases the quality awareness of the employees and thus consistently drives the implementation of a high level of service quality. In order to illustrate the certification of a company, the goals of the certification as well as the ideal type of a certification process in the individual steps with the necessary activities and decisions of the company are set out in this chapter. In addition, the effects and limits of certification are shown.

Date: 2023
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DOI: 10.1007/978-3-662-67032-3_11

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