Page 68 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 5: Customer Satisfaction

and understand its own operations, another important role of a quality management Notes
system.
Total Quality Management places a focus on internal processes, including:

How processes align to produce desired outcomes to satisfy customers
How consistently processes deliver desired outcomes (effectiveness)
The productivity of a process compared the resources used (efficiency)
Being able to consistently produce desired outcomes without wasting resources like time,
material and money is critical for a business to make it over the long haul.

Self Assessment

Fill in the blanks:
4. …………………… is the probability that a product will operate when needed.
5. …………………… is the case of keeping the product operable.

6. …………………… characteristics are those traits that are not quantifiable, yet contribute
greatly to customer satisfaction.
7. …………………… feedback must be continually solicited and monitored.

8. …………………… are very effective for gathering information on customer expectations
and requirements.
9. Through …………………… organizations can respond faster and more cheaply to the
complaint.
10. Companies are listening more to the …………………… but still are not listening to
…………………….

5.3 Service Quality

Customer service quality elements are as follows:

Organization

1. Identify each market segment
2. Write down the requirements
3. Communicate the requirements
4. Organize processes

5. Organize physical spaces

Customer Care
1. Meet the customer’s expectations

2. Get the customer’s point of view
3. Deliver what is promised
4. Make the customer feel valued

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