7（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 7 Customer Driven Quality and QMS Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives Quality and its Relevance to CRM Understanding Customer-Driven Quality Quality Management Quality Policy Quality Objectives Quality Management System Quality Management System Standards Quality Management System Principles Quality System Documentation Implementation of Quality Management System Recap Chapter 7 Customer Driven Quality and QMS Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Understand the concept of Quality and Quality Management Understand concept of Continual Improvement Explain Quality Management Systems (QMS) and its relevance to CRM Understand the QMS and its implementation Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM cannot be implemented without implementation of quality management system in the organization. When we talk of quality, it can be in different prospective and context. We may focus of quality of product, quality of service, quality of a process or quality of the complete system. In this Unit we shall understand the concept of quality and examine how quality can be managed. Historically quality has been managed through inspections. But inspections like any audit are the postmortem and therefore have its o