VERS UNE APPROCHE GLOBALE DE MANAGEMENT DE LA QUALITE DANS LES SERVICES

Résumé

The main objective of a quality strategy is to guarantee the company a competitive advantage over its competitors.

In order to have an efficient management of the quality of service provision,

service companies must opt for global quality approaches because that the structure of a service offer presents a heterogeneity in the nature of the services offered.

This paper proposes to study the conditions for the success of the total quality process in the context of service companies according to a global approach of quality management.

Regarding the case of service companies, five issues must be addressed in the prospects for implementation and the success of their quality process, namely: The commitment of the management, the establishment of participating management, the improvement of organizational structures, The training of staff in quality management techniques, and setting up an integrated information system for quality measurement.