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QUALITY OVERVIEW
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TQM


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Edward Deming

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British Rail ways board

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-1-4-2 : QUALITY ASSURANCE

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-1-4-3 : QUALITY CONTROL

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QUALITY ASSURANCE (QUALITY CONTROL


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CONTINUOUS QUALITY IMPROVEMENT:

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TOTAL QUALITY MANAGEMENT
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-19-

-1-5 : Quality Gurus

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THE JURAN TRILOGY

QUALITY PLANNING
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QUALITY CONTROL
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QUALITY IMPROVEMENT

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JCAHO
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ANAES " . 1951

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-1-5-6 9000
European
(Committee for Standardization (ECS

1985
1987 9000 35
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ISO STANDARDS
1994 9001-9002-9003- :
14001 .2000
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GOAL

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-1-7 :
-1-7-1 :
Malcolm Baldrige National Quality Award
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1988

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1962



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Dimensions of Quality

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Dimensions of
Quality
Effectiveness of
care
Efficiency of
Service Delivery
Technical
Competence
Continuity of
Services
Safety
Accessibility
Interpersonal
relation
Appropriateness
Timeliness
Choice

Physalie

& Infrastructure

Confort

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