Page 69 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes 5. Respond to all complaints
6. Over-respond to the customer
7. Provide a clean and comfortable customer reception area

Communication

1. Optimize the trade-off between time and personal attention
2. Minimize the number of contact points
3. Provide pleasant, knowledgeable and enthusiastic employees
4. Write documents in customer-friendly language

Front-line People
1. Hire people who like people
2. Challenge them to develop better methods

3. Give them the authority to solve problems
4. Serve them as internal customers
5. Be sure they are adequately trained
6. Recognize and reward performance

Leadership

1. Lead by example
2. Listen to the front-line people

3. Strive for continuous process improvement
Customer Care

Code of ethics is to:
1. Keep promises to customers.
2. Return calls to customers in an expedient manner.
3. Give customers assistance with their concerns, referring an appropriate staff member for
problem-solving action when necessary.
4. Treat our customers with respect, courtesy and professionalism at all times.
5. Remain aware and evaluate customer satisfaction regularly.
6. Continually search for customer-related improvements.

7. Deliver service and products quickly and efficiently.
8. Give every customer involved and personal attention.
9. Maintain a clean and neat appearance, including the workplace, at all times.

10. Review and implement customer feedback and suggestions into current procedure when
appropriate.

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