Using a customer-focused approach to improve quality across the value chain: the case of Siderar
UNSPECIFIED. (2002) Using a customer-focused approach to improve quality across the value chain: the case of Siderar. TOTAL QUALITY MANAGEMENT, 13 (5). pp. 671-683. ISSN 0954-4127Full text not available from this repository.
Official URL: http://dx.doi.org/10.1080/0954412022000002063
This study describes the process of value chain quality improvement carried out by a leading steel company in Latin America. The longitudinal study explains how the company developed quality improvement initiatives based on cooperation with customers and suppliers. The importance of the case is due mainly, to the original approach taken by the company, on turning its business around through quality improvement initiatives in the external value chain, especially towards direct customers. Data were collected during nine years, from the 1992 privatisation until early 2001. Data included interviews with managers, observations, and documents. The case provides empirical support for ideas underlying quality initiatives across the value chain, customer response strategies, and the use of knowledge as a source of competitive advantage.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Journal or Publication Title:||TOTAL QUALITY MANAGEMENT|
|Official Date:||August 2002|
|Number of Pages:||13|
|Page Range:||pp. 671-683|
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