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  • Process Approach Continual Improve Ment Customer Satisfacti On

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    The document contains survey results from small and medium enterprises on quality management systems. For small enterprises, the most important aspects were identified as process approach (49% of respondents) and continual improvement (35%). For medium enterprises, the most important aspects were also process approach (47% of respondents) and continual improvement (33%). The majority of small enterprises have implemented a quality management system, most commonly TQM (42%) or ISO 9001 (32%). Medium enterprises most commonly implemented ISO 9001 (83%). The employee size of most small enterprises was 50-60 (31%) and most medium enterprises was 100-150 (37%).

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    The document contains survey results from small and medium enterprises on quality management systems. For small enterprises, the most important aspects were identified as process approach (49% of respondents) and continual improvement (35%). For medium enterprises, the most important aspects were also process approach (47% of respondents) and continual improvement (33%). The majority of small enterprises have implemented a quality management system, most commonly TQM (42%) or ISO 9001 (32%). Medium enterprises most commonly implemented ISO 9001 (83%). The employee size of most small enterprises was 50-60 (31%) and most medium enterprises was 100-150 (37%).

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
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    6 views8 pages

    Process Approach Continual Improve Ment Customer Satisfacti On

    Uploaded by

    Thuỷ Tiên
    The document contains survey results from small and medium enterprises on quality management systems. For small enterprises, the most important aspects were identified as process approach (49% of respondents) and continual improvement (35%). For medium enterprises, the most important aspects were also process approach (47% of respondents) and continual improvement (33%). The majority of small enterprises have implemented a quality management system, most commonly TQM (42%) or ISO 9001 (32%). Medium enterprises most commonly implemented ISO 9001 (83%). The employee size of most small enterprises was 50-60 (31%) and most medium enterprises was 100-150 (37%).

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
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    of 8

    Small enterpris es Process approach Continual improve ment Customer satisfacti on

    1-most importa nt 20 49

    59 35

    18 16

    0 0

    5-least importa nt 3 0
    60 49 35

    60

    25

    15
    % of respondents

    60 50 40 30 20 10 0

    59

    20

    25 18 0 3 16 0 Continual improvement ISO 9001 Key Emphases 0 Customer satisfaction 15

    Process approach

    1-most important

    5-least important

    15 0 Customer satisfaction 0

    -least important

    Medium enterpris es Process approach Continual improve ment Customer satisfacti on

    1-most importa nt 23 47

    48 33

    19 12
    60 % of respondents 50 40 30 20 10 0

    10 8

    5-least importa nt 0 0
    48 47 51 33 32 12 0

    51

    32

    10

    3
    23

    4
    19 10

    8 0

    10

    Process approach

    Continual improvement ISO 9001 Key Emphases

    Customer satisfaction

    1-most important

    5-least important

    32

    10 3 Customer satisfaction 4

    5-least important

    TQM

    ISO 9001 Others 26%


    % of enterises 100% 80% 60% 40% 20% 0% TQM 42%

    Small 42% 32% enterpris es Medium 9% 83% enterpris es

    8%

    Small enterprises

    83%

    42% 32% 9% 26% 8%

    TQM

    ISO 9001 QMS implemented

    Others

    Small enterprises

    Medium enterprises

    % of enterprises

    Small enterpris es Medium enterpris es

    50-60 31%

    60-70 5%

    70-100 30%

    100-150 150-200 14% 20%


    40% 31%

    5% 37%

    11%

    7%

    40%

    30% 20% 10% 0% 50-60 5%

    37% 31% 30% 20% 11% 5% 5% 14% 7%

    40%

    50-60

    60-70

    70-100

    100-150

    150-200

    Number of employees Small enterprises Medium enterprises

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