The self‐assessment process at 1994 Euro quality winner, Ericsson SA

José Manuel Cangas (Marketing Manager for Public Market at Ericsson, c/o British Quality Foundation, London, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 1996

Abstract

Describes Ericsson’s quality programme and sets out the quality policy and strategy which were integrated into the quality manual. Details the operations system and total quality management programme in which procedures for self‐assessment were developed. Explains the self‐assessment process which has been made a permanent management process. Suggests various benefits of the programme.

Keywords

Citation

Manuel Cangas, J. (1996), "The self‐assessment process at 1994 Euro quality winner, Ericsson SA", Managing Service Quality: An International Journal, Vol. 6 No. 6, pp. 17-20. https://doi.org/10.1108/09604529610149176

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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