Total Quality Management

123456789
Across
  1. 2. This is a dimension consumers use to measure quality, which means willingness or readiness to provide service.
  2. 4. This is one of the quality management principles.
  3. 5. .............. Diagrams are used to organize the data gathered from many people under meaningful categories.
  4. 7. This person determines the quality of your product.
  5. 9. This model is based on the conceptualization of service quality as the gap between consumer's perceived performance and expectation.
Down
  1. 1. .............. states that 80% of events are caused by 20% causes.
  2. 3. This is a dimension of quality.
  3. 6. ............ based view define quality as a quantifiable or measurable attribute.
  4. 8. This person said quality should be aimed at the needs of the customer, present and future.