L'importance du contrôle de la qualité lorsque le produit est un service: Standardisation des processus administratifs
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Prendre soin des produits/services de nos clients internes pour qu'ils prennent soin de nos clients externes (les clients de l'entreprise). Montrer l'importance de chaque employé et de son activité pour l'organisation.
C'est grâce aux études de grands penseurs que l'industrie a pu atteindre le niveau de qualité établi aujourd'hui et que, par conséquent, la qualité des services fournis par ses fournisseurs s'est améliorée. Se préoccuper de la manière de faire les choses, pas seulement de ce qu'il faut faire !.
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