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.
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/10.1108/09604529610149176Download as .RIS
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