Definition Of Quality And Customer Retention

To begin with, quality management is defined as, “the act of overseeing all activities and tasks needed to maintain a desired level

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

A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.

There are several external and internal factors that influence the quality and the outcomes of an organization. One of the internal factors would be how it affects quality management and what the outcome will be in the organization. It is very important to have leadership and have prosperous outcome with quality management because if there is no support from the leadership then the organization will not be successful.

Merriam Webster defines quality as a degree of excellence, or a distinguishing attribute. Managers strive for excellence in the workplace to improve customer satisfaction, increase the output in manufacturing while minimizing defects, as well as making the company more profitable. There are several different management systems or methodologies available for businesses to use, but the Balanced Scorecard and the Malcolm Baldrige Performance Excellence Program is the most common and widely used in the United States.

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).

Quality management is about the group building for dealing with the final objectives of the organization so even serves to plan appropriately and execute so can happens smooth flow of operation or work and to keep up the quality and

Quality management is an integrative management philosophy aimed at the continuous improvement of performance of processes, products and services to achieve and exceed customer needs and expectations. It is a way of managing the whole business process to ensure complete customer satisfaction at every stage, internally and externally’. It transforms an organizational status to a world-class level and helps organizations achieve excellence. It has evolved as a management paradigm to improve organizational effectiveness competitiveness and

Quality management is about the group building for dealing with the final objectives of the organization so even serves to plan appropriately and execute so can happens smooth flow of operation or work and to keep up the quality and even the correct usage of raw material.

Management is a method of managing available resources through the functions of organizing, directing, and controlling thus can achieve target efficiently and effectively (Yuanita, 2012). Quality means the features and chatractersitics in which products of services possess that is able to satisfy or fulfil the implied need (Heizer & Render, 2011). In a competitive market, organization should offer high quality products or services in order to survive, nevertheless, good quality can only be produced with a good quality management system (Yuanita, 2012). Quality management system is an overall organization management system that incudes provided collective plans, events and activities in order to ensure products,

Quality management is not an easy thing to maintain, therefore, there are certain challenges that it must face before being successful. Some of them are ineffective TQM model, the human resource barriers, and also lack of management committment.

The last decade of the twentieth century brought great development to the world and especially it has introduced new techniques and ideas to improve the business world. Subsequently, in the decade of 1990s the business world was revolutionized with the quality management technique in business. It was the time when the businesses started to embrace the concept of quality and so they started to use it as a competitive advantage (Abusa, 2013).

Quality Management is the important process which deals with the quality of delivery product.The quality of a product is defined as the ability to satisfy the needs and customer expectations.Various quality strategies exist such as CMMI,SIX SIGMA etc.The most recent quality development strategy is Six Sigma,Lean Six Sigma.

The company is a firm believer of quality in every step and maintains it in every facet of the organization. A quality management system has been designed and implemented by the company to ensure a consistent level of standards at all times. It also works continuously on technological and process innovations in order to improve them.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these