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Mass customization and the introduction of a quality management system in a sales and marketing environment
Dissertation (MEng (Technology Management))--University of Pretoria, 2006.
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University of Pretoria
2013
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| _version_ | 1867613676703318016 |
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| access_status_str | Open Access |
| author2 | Bekker, M.C. (Michiel Christiaan) |
| author_browse | Bekker, M.C. (Michiel Christiaan) |
| author_facet | Bekker, M.C. (Michiel Christiaan) |
| collection | Thesis |
| dc_rights_str_mv | © 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. |
| description | Dissertation (MEng (Technology Management))--University of Pretoria, 2006. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/29156 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:39:56.368Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/29156 Mass customization and the introduction of a quality management system in a sales and marketing environment Bekker, M.C. (Michiel Christiaan) upetd@up.ac.za Joubert, Francois Jacobus Total quality management (TQM) Automobiles customizing Automobiles marketing UCTD Dissertation (MEng (Technology Management))--University of Pretoria, 2006. 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. Graduate School of Technology Management (GSTM) unrestricted 2013-09-07T15:00:04Z 2005-11-01 2013-09-07T15:00:04Z 2002-09-01 2006-11-01 2005-10-31 Dissertation 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 > H615/ag http://hdl.handle.net/2263/29156 http://upetd.up.ac.za/thesis/available/etd-10312005-131032/ © 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. application/pdf University of Pretoria |
| spellingShingle | Total quality management (TQM) Automobiles customizing Automobiles marketing UCTD Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title | Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title_full | Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title_fullStr | Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title_full_unstemmed | Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title_short | Mass customization and the introduction of a quality management system in a sales and marketing environment |
| title_sort | mass customization and the introduction of a quality management system in a sales and marketing environment |
| topic | Total quality management (TQM) Automobiles customizing Automobiles marketing UCTD |
| url | http://hdl.handle.net/2263/29156 http://upetd.up.ac.za/thesis/available/etd-10312005-131032/ |