The emergence of total quality management (TQM) has been one of the major developments in management practice. The recognition of TQM as a competitive advantage is wide spread around the world and today, very few (especially manufacturing) companies can afford to ignore the term TQM (Dean and Bowen, 1994). There are some arguments that support […]
About Gonzalo LozanoGonzalo Lozano has over 19 years directing and managing Operations, Business Development, Sales, and Marketing efforts for client business in various industries (airlines/aviation, banking, financial services, health care, IT & services, manufacturing, non-profit, retail, and telecom) that included the increase in market share, revenues, and earnings; the reduction in costs; and the improvement of customer satisfaction in both emerging and established markets (USA, Europe, and Latin America). He is a Change Agent recognized for the ability to think outside of the box and with strong insight into analytics and interpreting data. You can connect with Gonzalo on LinkedIn here.
Author Archive | Gonzalo Lozano
Customer care or service quality or quality of service seems to be a fallacy nowadays. The truth that some of us tend to forget sometimes is that we are all customers and we are all consumers. We do care about many things, price, attributes, convenience, product quality, but, what about service quality? According to Zeithaml, […]