台湾大学心理学系教授郑伯埙撰文指出:在全球化与市场竞争激烈的态势下,全面质量管理与顾客满意已是一家卓越公司的两大基石,对许多管理者而言,全面质量管理自然是非常熟悉的,而且行之有年;至于顾客满意则是新近兴起的一种概念, Professor Cheng Boxi of the Department of Psychology at Taiwan University stated in his article: Under the fierce competition in globalization and the market, total quality management and customer satisfaction are two cornerstones of an outstanding company. For many managers, total quality management is naturally very Familiar, and well-behaved, as customer satisfaction is a newly emerging concept.