Mass customization and the introduction of a quality management system in a sales and marketing environment

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dc.contributor.advisor Bekker, M.C. (Michiel Christiaan) en
dc.contributor.postgraduate Joubert, Francois Jacobus en
dc.date.accessioned 2013-09-07T15:00:04Z
dc.date.available 2005-11-01 en
dc.date.available 2013-09-07T15:00:04Z
dc.date.created 2002-09-01 en
dc.date.issued 2006-11-01 en
dc.date.submitted 2005-10-31 en
dc.description Dissertation (MEng (Technology Management))--University of Pretoria, 2006. en
dc.description.abstract The introduction of a vehicle destined for world-wide export brought mass customization to BMW SA. This, together with a 29% headcount reduction, a model range increase, stringent profitability targets and increased customer satisfaction demands, made the previous, un-integrated quality systems used in the Sales&Marketing Division obsolete. A quality management system was required to provide structure to the processes supporting a product which was becoming more and more complex. The implementation of a quality management system is described. This system for the first time, described some of the procedures used in the mass customization process of the BMW SA Sales&Marketing Division. The quality management system is evaluated based on the principle that customer satisfaction and the failure of internal processes need to be measured. Various are identified and recommendations are made. Some of the recommendations described have already been implemented successfully. An integrated mass customization procedure was established. Recommendations regarding customer satisfaction are in the process of being implemented. The effectiveness of these recommendations will be evaluated by future customer satisfaction survey results. en
dc.description.availability unrestricted en
dc.description.department Graduate School of Technology Management (GSTM) en
dc.identifier.citation Joubert, FJ 2002, Mass customization and the introduction of a quality management system in a sales and marketing environment, MEng dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/29156 > en
dc.identifier.other H615/ag en
dc.identifier.upetdurl http://upetd.up.ac.za/thesis/available/etd-10312005-131032/ en
dc.identifier.uri http://hdl.handle.net/2263/29156
dc.language.iso en
dc.publisher University of Pretoria en_ZA
dc.rights © 2002, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. en
dc.subject Total quality management en
dc.subject Automobiles customizing en
dc.subject Automobiles marketing en
dc.subject UCTD en_US
dc.title Mass customization and the introduction of a quality management system in a sales and marketing environment en
dc.type Dissertation en


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