Title page for ETD etd-10312005-131032


Document Type Master's Dissertation
Author Joubert, Francois Jacobus
URN etd-10312005-131032
Document Title Mass customization and the introduction of a quality management system in a sales and marketing environment
Degree MEng (Technology Management)
Department Engineering and Technology Management
Supervisor
Advisor Name Title
Mr M C Bekker Committee Chair
Keywords
  • total quality management
  • automobiles customizing
  • automobiles marketing
Date 2002-09-01
Availability unrestricted
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.

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.

Please cite as follows:

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://upetd.up.ac.za/thesis/available/etd-10312005-131032/ >

H615/ag

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