THE IMPACT OF MASS CUSTOMISATION ON THE QUALITY MANAGEMENT SYSTEM IN A SALES AND MARKETING ENVIRONMENT

Authors

  • F.J. Joubert Department of Engineering and Technology Management, University of Pretoria
  • M.C. Bekker Department of Engineering and Technology Management, University of Pretoria

DOI:

https://doi.org/10.7166/14-2-269

Abstract

ENGLISH ABSTRACT: The introduction of a vehicle platform destined for world-wide export brought mass customi-sation to the South African subsidiary of a German luxury car manufacturer. This, together with a 29% head count reduction, a model range increase, stringent profitability targets and increased customer satisfaction demands, made the previous, unintegrated quality systems used in the Sales and Marketing Division obsolete. A quality management system (QMS) based on ISO 9002 was implemented. To solve some of the problems in the mass customisa-tion process, the principles of customer satisfaction and the measurement of internal processes were used to make recommendations for operational improvements.

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Published

2011-11-05

How to Cite

Joubert, F., & Bekker, M. (2011). THE IMPACT OF MASS CUSTOMISATION ON THE QUALITY MANAGEMENT SYSTEM IN A SALES AND MARKETING ENVIRONMENT . The South African Journal of Industrial Engineering, 14(2). https://doi.org/10.7166/14-2-269

Issue

Vol. 14 No. 2 (2003)

Section

General Articles

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