BSOP 326 Total Quality ManagementWeek 3Week 3 DQ 1How do leaders behave when they are implementing TQM? What expectations should they set? What kind of leaders do TQM leaders need to be?Week 3 DQ 2What are the dimensions of service quality? How do these dimensions affect a customer perception? How do the quality dimensions as defined by David Garvin relate to the dimensions of service quality?
