Iindleko zoMgangatho (COQ) zacetywa kuqala ngu-Armand Vallin Feigenbaum, waseMelika owaqalisa "uLawulo loMgangatho olupheleleyo (TQM)", kwaye ngokoqobo lithetha iindleko ezenziweyo zokuqinisekisa ukuba imveliso (okanye inkonzo) ihlangabezana neemfuno ezichaziweyo kunye nelahleko. yenzeke ukuba iimfuno ezikhankanyiweyo azifikelelwanga.
Intsingiselo yokoqobo ngokwayo ayibalulekanga kakhulu kunesiphakamiso emva kwengcamango yokuba imibutho inokutyala imali kwiindleko zomgangatho ongaphambili (imveliso / uyilo lwenkqubo) ukunciphisa okanye ukuthintela ukungaphumeleli kunye neendleko ekugqibeleni ezihlawulweyo xa abathengi befumana iziphene (unyango olungxamisekileyo).
Ixabiso lomgangatho liqukethe iinxalenye ezine:
1. Iindleko zokusilela kwangaphandle
Iindleko ezinxulumene neziphene ezifunyenwe emva kokuba abathengi befumene imveliso okanye inkonzo.
Imizekelo: Ukujongana nezikhalazo zabathengi, iinxalenye ezikhatywayo kubathengi, amabango ewaranti, kunye nokukhunjuzwa kwemveliso.
2. Iindleko zokusilela kwangaphakathi
Iindleko ezinxulumene neziphene ezifunyenwe phambi kokuba abathengi bafumane imveliso okanye inkonzo.
Imizekelo: Isilahlwa, ukusebenza kwakhona, ukuhlolwa kwakhona, ukuvavanywa kwakhona, uphononongo lwemathiriyeli, kunye nokuthotywa kwezinto
3. Iindleko zovavanyo
Iindleko ezenziweyo zokumisela iqondo lokuthotyelwa kweemfuno zomgangatho (umlinganiselo, uphononongo, okanye uphononongo).
Imizekelo: uhlolo, uvavanyo, inkqubo okanye uphononongo lwenkonzo, kunye nokulungelelaniswa komlinganiselo kunye nezixhobo zokuvavanya.
4. Iindleko zokuthintela
Iindleko zokuthintela umgangatho ombi (ukunciphisa iindleko zokungaphumeleli kunye novavanyo).
Imizekelo: uphononongo lwemveliso entsha, izicwangciso zomgangatho, uphando lwababoneleli, uphononongo lwenkqubo, amaqela okuphucula umgangatho, imfundo noqeqesho.
Ixesha lokuposa: Oct-18-2021