Customer Service Performance Assessment ( Npa )

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Given the highly competitive nature of today’s markets we as a company must provide high quality products to survive. Quality itself has become a major competitive factor and in many ways is a contributing factor in success or failure. The intent of this memo is to identify, explain and evaluate the three types of cost associated with quality.

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

Chong, V. R. (2004). Total Quality Management, Market Competition and Organizational Performance. The British Accounting Review, 155 – 172.

I had a bad service interaction with AT&T business due to not only one but rather two service calls related interactions. At first, as I moved in to my new house, I was thinking on adding certain services to my house. I was given a 3-hour time window for day I selected where a service technician would arrive in order to install the service equipment. I was patiently waiting, and it was not until shortly after the 3-hour windows that the service technician called to advise that he is on his way. At the time, I told him it was ok to arrive since I needed the service; therefore, I waited an hour extra for him to arrive. He eventually showed up and installed everything as requested. The second service request dealt with servicing equipment. It happened again. In both situations, I noticed that despite the lack of communication and/or proper time of arrival, they were both

The article highlighted several areas on how quality management affects the performance of an organization. Studies done have come back with mixed results. Some studies have proven that implementing quality implementation can have many benefits to an organization. However some studies have shown that organizations that have implemented total quality managements do not necessarily outperform organizations that do not or have not implemented total quality management programs. Of the results that have been published for organizations that had issues with quality management implementation several

To begin, customer focus is a philosophy that guides the process of communication that takes place between the public and all the parties involved in

The second area of concern is the customer perspective. One area of focus within this area should be the retention of our customers (M.U.S.E., n.d.). This can be measured using our sales records and customer databases as well as referencing the information within our NPS. Another area that should be considered is the area of customer satisfaction. The NPS system gives us a strong insight into how our customers feel about the products and services that we provide to them. The higher the score is the better. Our employees should be compensated for keeping this score at a high level.

Yasin and Alavi (1999) conducted a quantitative study to determine if Total Quality Management (TQM) can produce quality improvement

Quality management is an act that monitor all activities that needed to maintain and sustain high quality output, continuous improvement of process and product to a desire level of excellence in order to create customer satisfaction (Flynn, Schroeder, & Sakakibara, 1994, p. 342). Nowadays, increase in globalization and international trade had led to the increase of competition in the global market. The increase of competition had forced companies to focus on the concept of quality in their business and discover that effective quality management can increase their competitive advantage in the global market (Anderson, Rungtusanatham, & Schroeder, 1994).

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

Total quality management focuses on several aspects such as Continuous improvement and the Customers to improve the quality of the products. Ford Company has in place a strong set of values, norms, and artifacts which it strongly enforces. The mission statement for the company is based on a simple phrase, “One Ford: One team, one plan, one goal.” The company vision is, “To become the world’s leading consumer company for automotive products and services.” (Haas-kotzegger, Schlegelmilch, & Ambos, 2013) Both these company philosophies give the company a good favor towards the consumers.

Introduction - Total quality management (TQM) has been defined as ‘continuous improvement of every production output whether it be a product or a service, by removing inefficient variations and by improving the backbone of the work process’. International managers like their domestic counterparts have found that incorporating the notion of total quality management into their management process and style can give the competitive advantage.

Even though Deming, Juran, and Crosby all have similarities between their key principles in quality management there are several aspects that are different to the approaches. They all recognize the importance of measurement to improve quality; however, the level of importance each emphasizes is different. Crosby and Juran view the cost of quality as the focus of measurement whereas Deming does not use the cost of quality as a focus (Suarez, 1992, p.18). To Deming, meeting the customers’ needs and expectations about a product or service is of higher importance to quality. He also considers unknown costs such as the impact of lost customers to be more significant than visible costs (Suarez, 1992, p.18).