TY - BOOK AU - Pasahol, Jhon Ven Saint L. AU - Tingga, Chandra R. AU - Castillo, Shiela C. TI - Principles of total quality management SN - 978-971-9655-93-0 AV - HD 62.15 P37 2021 PY - 2024/// CY - Intramuros, Manila PB - Mindshapers Co., Inc., KW - TOTAL QUALITY MANAGEMENT N1 - Includes references; Chapter 1 : Total Quality Management. -- Chapter 2 : Gurus of Quality Management. -- Chapter 3 : Concept of Quality Management. -- Chapter 4 : Leaders in Total Quality Management. -- Chapter 5 : Customer Satisfaction. -- Chapter 6 : Service Quality. -- Chapter 7 : Customer Retention. -- Chapter 8 : Employee involvement. -- Chapter 9 : Process Improvement. -- Chapter 10 : Benchmarking. -- Chapter 11 : Environmental management System. -- Chapter 12 : Quality Function Deployment. -- Case Studies. ER -