Strategii de imbunatatire a calitatii ofertei de produse si servicii
Strategies to improve the quality of product and service offerings

Summary/Abstract: Meeting customer requirements by increasing the quality of products and services is becoming an increasingly complex problem once the standard of living is raising fact that leads to increased demands. Other two factors that impose intensification of quality concerns are the increasing of the pace of technical progress and competition. The growing focus on quality does not lead to simplification of the problem. Quality proves to be a technical, economical and social category of high complexity and finding a solution to the problems they raise means to attract an increasing number of people from the organization until everyone is involved. It is difficult to specify which author or country has ever used the concept of total quality because it has gradually developed in several states, the USA and Japan being the first. A.V. Feigenbaum coined the concept of „total quality” in his book „Total Quality Control” which was published in 1961 in New York. According to A.V. Feigenbaum “Total quality control is an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction.” Total quality is thus seen as a way of achieving the firm’s main objective, maximizing profit by manufacturing the product in the „most economical possible” way so as to be accepted without reservations by the beneficiary.

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