2

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..

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.

:
.

.

:
1 .1
.
2 .2 .
3 .3 .
.
4 .4

5 .5
.
6 .6 .
7 .7 .
8 .8
.

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9 .9
.
.10 .
.11 (
).
.12
.
.14
.

:
.1 .
.2 .
.3 .
.4 .

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.13 .

 .5 .
.6 .
.7 .
.8 .
.9 .

.10
.

( Total Qualit Management (T.Q.M:
.1 .
.2 .
.3 .
.4 .

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 .5 .
.6
.
.7 .
.8 .
.9
.

.11
.
.12 .
.13 .
.14
.

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.10
.

 -
- Osseo-Asare

& Longbottom
:
.1
.

.2 .
.3
.
.4 .
.5 .
.6 .
.7 .
.8 .
.9 .

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( )Owlia & Aspinwall, 1996

:

2.2 :Competence

.
3.3 :Attitudes

.
4.4 :Content

.

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1.1 :Tangibles

.

5.5 :Delivery


.

6.6 :Reliability

.

10

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:
1. http://iso9001bauk.unimed.ac.id/training/10-TQMOriginsEvolutionkeyelements-www.9000store.com.ppt

2. http://www.asq.org/data/subscriptions/qmj_sub/2005/january/qmjv12i1srikatanyoo.pdf.

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