Title: The use of integrated management approaches and their impact on customers' satisfaction and business success

Authors: Mohammed T. Nuseir; Hilda Madanat

Addresses: Faculty of Business and Finance, The World Islamic Science and Education University, Jordan ' Faculty of Business and Finance, The World Islamic Science and Education University, Jordan

Abstract: This paper explores the role of total quality management (TQM), total innovation management (TIM), knowledge management (KM), and project management (PM) approaches and their impact to win customer satisfaction and to achieve business success. To achieve this purpose the research: a) investigates if certain management approaches help to win customer satisfaction; b) explores connections between customer satisfaction and business success; c) highlights the close links between TQM, KM, PM and quality innovation management. The findings of the research clearly show the positive outcome of using TQM, TIM, KM and PM as an integrated method to deal with business issues. The research highlights that integrated management approach based on TQM, TIM, KM, and PM increases competitiveness, ability to innovate at a higher rate, and ultimately increased performance, establishes strong relationship between a customer and business organisation.

Keywords: total quality management; TQM; total innovation management; TIM; project management; knowledge management; KM; competitiveness; strategic initiatives; customer satisfaction; business success; integrated management.

DOI: 10.1504/IJBEX.2017.080608

International Journal of Business Excellence, 2017 Vol.11 No.1, pp.120 - 140

Received: 09 Jan 2015
Accepted: 23 Mar 2015
Published online: 01 Dec 2016 *

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