Igiciro cyubuziranenge (COQ) cyatanzwe bwa mbere na Armand Vallin Feigenbaum, umunyamerika watangije "Total Quality Management (TQM)", kandi bivuze rwose ikiguzi cyakoreshejwe kugirango ibicuruzwa (cyangwa serivisi) byujuje ibisabwa byagenwe nigihombo. byakozwe niba ibisabwa byagenwe bitujujwe.
Ubusobanuro busanzwe ubwabwo ntabwo ari ingenzi cyane kuruta igitekerezo cyihishe inyuma yigitekerezo cyuko amashyirahamwe ashobora gushora imari mubiciro byambere (ibicuruzwa / igishushanyo mbonera) kugirango agabanye cyangwa akumire kunanirwa hamwe nibiciro byishyurwa mugihe abakiriya babonye inenge (kwivuza byihutirwa).
Igiciro cyubwiza kigizwe nibice bine:
1. Igiciro cyo gutsindwa hanze
Igiciro kijyanye ninenge zavumbuwe nyuma yuko abakiriya bakiriye ibicuruzwa cyangwa serivisi.
Ingero: Gukemura ibibazo byabakiriya, kwangwa ibice byabakiriya, gusaba garanti, no kwibuka ibicuruzwa.
2. Igiciro cyo gutsindwa imbere
Igiciro kijyanye ninenge zavumbuwe mbere yuko abakiriya bakira ibicuruzwa cyangwa serivisi.
Ingero: Gusiba, gukora, kongera kugenzura, kongera kugerageza, gusubiramo ibintu, no gutesha agaciro ibintu
3. Igiciro cyo gusuzuma
Igiciro cyakoreshejwe kugirango hamenyekane urwego rwo kubahiriza ibisabwa byujuje ubuziranenge (gupima, gusuzuma, cyangwa gusuzuma).
Ingero: ubugenzuzi, kugerageza, gutunganya cyangwa gusubiramo serivisi, no guhitamo ibikoresho byo gupima no gupima.
4. Igiciro cyo kwirinda
Igiciro cyo gukumira ubuziranenge (gabanya ibiciro byo gutsindwa no gusuzuma).
Ingero: gusubiramo ibicuruzwa bishya, gahunda nziza, ubushakashatsi bwabatanga isoko, isuzuma ryibikorwa, amatsinda azamura ireme, uburezi n'amahugurwa.
Igihe cyo kohereza: Ukwakira-18-2021