Total quality management (TQM) is defined as both a philosophy and set of principles for continuously improving an organization. It aims to manage all processes to exceed customer needs and achieve productivity, market penetration, and competitive advantage. TQM requires genuine management involvement, employee involvement, first-line supervision leadership, and company-wide quality control. Customer satisfaction is subjective and based on factors like performance, features, service, warranty, price, and reputation. Organizations must continually solicit feedback to understand customer perceptions and identify opportunities to improve quality and satisfaction.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
The chapter commences by providing a comprehensive overview of TQM, presenting it as a holistic approach to managing quality across all aspects of an organization. It elucidates how TQM encompasses various elements, including leadership commitment, customer focus, employee engagement, continuous improvement, and data-driven decision making. By integrating these components, TQM aims to create a culture of quality throughout the organization, fostering a relentless pursuit of excellence.
Next, the chapter explores the historical evolution of TQM, tracing its roots back to quality pioneers such as W. Edwards Deming, Joseph M. Juran, and Armand V. Feigenbaum. It highlights their contributions to the development of TQM principles and philosophies, emphasizing the paradigm shift from a reactive, inspection-based approach to a proactive, preventive one.
Moreover, the chapter delves into the core principles of TQM, elucidating concepts such as customer satisfaction, continuous improvement, employee empowerment, and process optimization. It emphasizes the significance of customer-centricity, stressing that meeting and exceeding customer expectations is the cornerstone of TQM.
Furthermore, the chapter expounds upon the benefits of implementing TQM within an organization. It discusses how TQM can enhance product and service quality, increase customer loyalty, boost operational efficiency, reduce costs, and drive innovation. By adopting TQM principles, organizations can gain a competitive edge and position themselves as leaders in their respective industries.
Lastly, the chapter provides an overview of the implementation strategies for TQM. It outlines the steps involved in initiating a TQM program, including establishing a quality management system, conducting employee training, fostering a culture of continuous improvement, and measuring performance through key quality metrics. The chapter emphasizes the importance of top leadership commitment and employee involvement in successfully implementing TQM.
Customer Delight - CRM and Logistics InterfaceUPES Dehradun
UPES does not own the content in this presentation. This presentation was presented in MDP on 'Demystifying Supply Chain' organised by Management Development Center at UPES Campus
SURVEY RESEARCH- Advance Research MethodologyRehan Ehsan
This Presentation states the details of Survey Research for students to get help in advance research methodology. Rearchers may also get help from this work.
Types of variables-Advance Research MethodologyRehan Ehsan
This Presentation states the details of types of variables for students to get help in advance research methodology. Rearchers may also get help from this work.
Role of board of directors -Corporate GovernanceRehan Ehsan
This Presentation states the role of board of directors in respect of corporate governance of Pakistan. Reviewing this clear the concept of their legal role in Pakistan.
Questionnairre desisgn-Advance Research MethodologyRehan Ehsan
This Presentation states the details of Questionnairre desisgn for students to get help in advance research methodology. Rearchers may also get help from this work.
Types of Hypothesis-Advance Research MethodologyRehan Ehsan
This Presentation states the details of Hypothesis for students to get help in advance research methodology. Rearchers may also get help from this work.
Petrodollar tracking the flow of investments of oil windfalls today vs. 1970Rehan Ehsan
This thesis helps reader to track petrodollar flow of investment of Oil windfalls today as in 1970s. One should be able to understand best of petrodollar tracking flow after review of this writeup.
Bechmarking- Total Quality Management (TQM)Rehan Ehsan
This presentation covers basics of Benchmarking in the eye of Total Quality Management and customer satisfaction with examples. After Reading this, one should be uble to understand and deliver the best knowledge about benchmarking.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
2. 22
What is total quality management ?What is total quality management ?
Total quality management is the art ofTotal quality management is the art of
managing the whole to achieve excellence.managing the whole to achieve excellence.
TQM is defined as both a philosophyTQM is defined as both a philosophy
and a set of guiding principles thatand a set of guiding principles that
represent the foundation of arepresent the foundation of a
continuously improving organization.continuously improving organization.
It is the application of quantitiesIt is the application of quantities
methods and human resources tomethods and human resources to
improve all the process within theimprove all the process within the
organization and exceed customerorganization and exceed customer
needs .needs .
3. 33
Customer satisfaction GURU:Customer satisfaction GURU:
ARMAND V. FEIGENBAUM:ARMAND V. FEIGENBAUM:
he argues that total quality control ishe argues that total quality control is
necessary to achieve productivity, marketnecessary to achieve productivity, market
penetration, and competitive advantage.penetration, and competitive advantage.
Quality begins by identifying theQuality begins by identifying the
customer’s requirements and ends with acustomer’s requirements and ends with a
product or service in the hands of aproduct or service in the hands of a
satisfied customer.satisfied customer.
in addition to customer satisfaction ,somein addition to customer satisfaction ,some
of Feigenbaum’s quality principlesof Feigenbaum’s quality principles
5. 55
Customer SatisfactionCustomer Satisfaction
Customer satisfaction seems simpleCustomer satisfaction seems simple
enough, and yet it is far from simple.enough, and yet it is far from simple.
Customer satisfaction is not an objectiveCustomer satisfaction is not an objective
but more of a feeling or attitude.but more of a feeling or attitude.
Because customer satisfaction isBecause customer satisfaction is
subjective, it is hard to measure.subjective, it is hard to measure.
Although there are certain statisticalAlthough there are certain statistical
patterns can be developed to representpatterns can be developed to represent
customer satisfaction, it is best tocustomer satisfaction, it is best to
remember that people’s opinions andremember that people’s opinions and
attitudes are subjective by nature.attitudes are subjective by nature.
6. 66
Customer loyalty can be sustained onlyCustomer loyalty can be sustained only
by maintaining a favourable comparisonby maintaining a favourable comparison
when compared with competitors.when compared with competitors.
7. 77
Who is the customer ?Who is the customer ?
The customer is the end user or theThe customer is the end user or the
person who consumes the product orperson who consumes the product or
gets benefit from the services.gets benefit from the services.
8. 88
Types of customers:Types of customers:
There are two distinct types ofThere are two distinct types of
customers:customers:
External CustomersExternal Customers
Internal CustomersInternal Customers
9. 99
External Customers:External Customers:
An external customer can be definedAn external customer can be defined
in many ways, such asin many ways, such as
The one who uses the product or servicesThe one who uses the product or services
The one who purchases the product oreThe one who purchases the product ore
servicesservices
The one who influences the sale of theThe one who influences the sale of the
product or service.product or service.
10. 1010
An external customers exists outsideAn external customers exists outside
the organization and generally fallsthe organization and generally falls
into three categories:into three categories:
Current customersCurrent customers
Prospective customersProspective customers
Lost customersLost customers
11. 1111
Internal customers:Internal customers:
An internal customer is just as important.An internal customer is just as important.
Every function, whether it be engineering,Every function, whether it be engineering,
order processing, or production, has anorder processing, or production, has an
internal customer.internal customer.
Each receives a products or services and in exchangeEach receives a products or services and in exchange
provide a product or service. Each person in aprovide a product or service. Each person in a
process considered a preceding operations.process considered a preceding operations.
Each workers goal is to make sure that the qualityEach workers goal is to make sure that the quality
meets the expectation of the next person, and shouldmeets the expectation of the next person, and should
satisfy thesatisfy the external customer.external customer.
13. 1313
Customer Perception of quality:Customer Perception of quality:
One of the basic concept of TQMOne of the basic concept of TQM
philosophy is continuous processphilosophy is continuous process
improvement.improvement.
This concept implies that there is noThis concept implies that there is no
acceptable Quality level because theacceptable Quality level because the
customer’s needs, values, andcustomer’s needs, values, and
expectations are constantly changingexpectations are constantly changing
and becoming more demanding.and becoming more demanding.
14. 1414
(ASQ) survey on end USERS:(ASQ) survey on end USERS:
An American Society for Quality (ASQ)An American Society for Quality (ASQ)
surveys on end users perceptions ofsurveys on end users perceptions of
important factors that influencedimportant factors that influenced
purchases showed the following ranking:purchases showed the following ranking:
PerformancePerformance
FeaturesFeatures
ServiceService
WarrantyWarranty
PricePrice
ReputationReputation
15. 1515
The factors of performance, features,The factors of performance, features,
service, and warranty are part of theservice, and warranty are part of the
product or service quality; thereforeproduct or service quality; therefore
it is evident that product quality andit is evident that product quality and
service are more important thanservice are more important than
price. Although the information isprice. Although the information is
based on the retail customer, itbased on the retail customer, it
appears, to some extent, to be trueappears, to some extent, to be true
for the commercial customer also.for the commercial customer also.
16. 1616
Performance:Performance:
a performance can be well defineda performance can be well defined
by a phraseby a phrase
‘’‘’ FITNESS FOR USE ‘’FITNESS FOR USE ‘’
this phrase indicates that thethis phrase indicates that the
prodssuct and services is ready forprodssuct and services is ready for
customers use at the time of sale.customers use at the time of sale.
17. 1717
Features:Features:
Identifiable features or attributes ofIdentifiable features or attributes of
a product or service a product ora product or service a product or
service are:service are:
PsychologicalPsychological
Time orientedTime oriented
ContractualContractual
EthicalEthical
TechnologicalTechnological
• Features are secondaryFeatures are secondary
characteristics of the P&S.characteristics of the P&S.
18. 1818
Services:Services:
This is the customer-value addedThis is the customer-value added
technique,technique,
However it is intangible but theHowever it is intangible but the
companies that focus more on theircompanies that focus more on their
services always satisfy theirservices always satisfy their
customers and don't give themcustomers and don't give them
chance to complaint them for theirchance to complaint them for their
product.product.
19. 1919
Warranty:Warranty:
The product warranty represents anThe product warranty represents an
organization’s public promise of aorganization’s public promise of a
quality product backed up by aquality product backed up by a
guarantee of a customer satisfaction.guarantee of a customer satisfaction.
The warranty encourages customersThe warranty encourages customers
to buy a service by reducing the riskto buy a service by reducing the risk
of the purchase decision, and itof the purchase decision, and it
generates more sales from existinggenerates more sales from existing
customers by enhancing loyalty.customers by enhancing loyalty.
20. 2020
Price:Price:
Today's customer is willing to pay aToday's customer is willing to pay a
higher price to obtain the valuablehigher price to obtain the valuable
product.product.
In this highly competitive world theIn this highly competitive world the
definition of the customer isdefinition of the customer is
continuously changing that they cancontinuously changing that they can
even pay high rice for high qualityeven pay high rice for high quality
product.product.
21. 2121
Reputation:Reputation:
Total customer satisfaction is basedTotal customer satisfaction is based
on the entire experience with theon the entire experience with the
organization, not just the product.organization, not just the product.
22. 2222
Feedback:Feedback:
Customer feedback must beCustomer feedback must be
continually solicited and monitored.continually solicited and monitored.
It is not a one time effort,it is anIt is not a one time effort,it is an
ongoing and active probing of theongoing and active probing of the
customers mind.customers mind.
23. 2323
It Enables:It Enables:
FEEDBACK enable organizations to:FEEDBACK enable organizations to:
Discover customers dissatisfactionDiscover customers dissatisfaction
Discover relative priorities of qualityDiscover relative priorities of quality
Compare performance with theCompare performance with the
competitioncompetition
Identify customers needIdentify customers need
Determine opportunities forDetermine opportunities for
improvementimprovement
24. 2424
Ways of collecting Feedback:Ways of collecting Feedback:
There are the following ways through whichThere are the following ways through which
feedback can be collected:feedback can be collected:
a)a) Comment CardComment Card
b)b) Customer QuestionnaireCustomer Questionnaire
c)c) Focus GroupsFocus Groups
d)d) Toll-Free Telephone NumbersToll-Free Telephone Numbers
e)e) Customer VisitsCustomer Visits
f)f) Report CardReport Card
g)g) The InternetThe Internet
h)h) Employee FeedbackEmployee Feedback
i)i) Mass CommunicationMass Communication
25. 2525
Comment cardComment card
A low cost method of obtaining feedA low cost method of obtaining feed
back from customers involves aback from customers involves a
comment card which can be attachedcomment card which can be attached
to the warranty car and included witto the warranty car and included wit
the product at the time of purchase.the product at the time of purchase.
26. 2626
Customer Questionnaire:Customer Questionnaire:
A Customer Questionnaire is aA Customer Questionnaire is a
popular tool for obtaining opinionspopular tool for obtaining opinions
and perceptions about anand perceptions about an
organization and its product andorganization and its product and
services.services.
Survey may administered by mail orSurvey may administered by mail or
telephone.telephone.
This survey may ask the customer toThis survey may ask the customer to
GRADE the organization.GRADE the organization.
27. 2727
Focus Groups:Focus Groups:
Surveying a focus group is aSurveying a focus group is a
research method used to find outresearch method used to find out
what customers are really thinking.what customers are really thinking.
This a very popular method ofThis a very popular method of
feedback and can be too expensive.feedback and can be too expensive.
28. 2828
Toll-Free telephone Numbers:Toll-Free telephone Numbers:
Toll free telephone numbers are anToll free telephone numbers are an
effective technique for receivingeffective technique for receiving
complaints feedback.complaints feedback.
Organization can respond moreOrganization can respond more
faster and cheaply to the complaint.faster and cheaply to the complaint.
29. 2929
Customers Visits:Customers Visits:
Visits to a customer’s place of aVisits to a customer’s place of a
business provides another ay tobusiness provides another ay to
gather information.gather information.
Through which you can get directlyThrough which you can get directly
feedback.feedback.
30. 3030
Report Card:Report Card:
Another very effective informationAnother very effective information
gathering tool is report card.gathering tool is report card.
It is usually sent to each customerIt is usually sent to each customer
on a quarterly basis. In whichon a quarterly basis. In which
customer has to grade thecustomer has to grade the
company's performance etc…company's performance etc…
31. 3131
The Internet and Computers:The Internet and Computers:
Some managers are beginning toSome managers are beginning to
monitor discussions that take placemonitor discussions that take place
on the internet to find out whaton the internet to find out what
customers are saying about theircustomers are saying about their
product.product.
There re even internet sites whichThere re even internet sites which
takes customers complaint abouttakes customers complaint about
product and gives grades on theproduct and gives grades on the
basis.basis.
32. 3232
Employee Feedback:Employee Feedback:
Employees are often an untappedEmployees are often an untapped
source of information.source of information.
Although customer research revealsAlthough customer research reveals
what is happening, employeewhat is happening, employee
research reveals why it is happening.research reveals why it is happening.
33. 3333
Mass Customization:Mass Customization:
The ultimate in customer satisfactionThe ultimate in customer satisfaction
is giving customers exactly whatis giving customers exactly what
they want.they want.
Mass customization is a direct resultMass customization is a direct result
of advances made in manufacturingof advances made in manufacturing
such as flexible manufacturingsuch as flexible manufacturing
technologies.technologies.
34. 3434
The American CustomerThe American Customer
Satisfaction Index:Satisfaction Index:
It is established in 1994.It is established in 1994.
This index measures eight sectors that are:This index measures eight sectors that are:
Manufacturing (nondurable)Manufacturing (nondurable)
Manufacturing (durable)Manufacturing (durable)
RetailRetail
Transportation etc…Transportation etc…
Finance and insuranceFinance and insurance
ServicesServices
Pblc administation and govt.Pblc administation and govt.
E-cmmerceE-cmmerce
35. 3535
Service Quality:Service Quality:
Elements of customer services are:Elements of customer services are:
OrganizationOrganization
Customer CareCustomer Care
CommunicationCommunication
Front-line peopleFront-line people
LeadershipLeadership
36. 3636
Customer Retention:Customer Retention:
Customer Retention is most powerfulCustomer Retention is most powerful
and effective than customerand effective than customer
satisfaction.satisfaction.
Customer Retention represents theCustomer Retention represents the
activities that produce the necessaryactivities that produce the necessary
customer satisfaction, that createscustomer satisfaction, that creates
customers loyalty, which actuallycustomers loyalty, which actually
improves the bottom line.improves the bottom line.