Accounting technicians scheme west africa
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| 2.11.2 Quality Managers today must be concerned with quality. Quality has a direct impact on product or service performance. Thus, it is closely linked to customer value and satisfaction. In the narrowest sense, quality can be defined as freedom from defects But most customer-centered companies go beyond this narrow definition of quality. Instead, they define quality in terms of customer satisfaction. These customer-focused definitions suggest that quality begins with customer needs and ends with customer satisfaction. Dimensions of product quality include performance, features, portability, durability, serviceability, conformance, and aesthetics while the dimensions of service quality include tangibility, reliability, empathy, assurance and response Total quality management involves a commitment to improve quality in every aspect of the organisations' operations. TQM is the application of quantitative methods and human 72 resources to improve all the processes within an organization and exceed customer needs now and in the future. Important things to note while planning and implementing quality are (i) business, having larger market share and better quality, earn returns much higher than their competitors ii) quality and market share each has a strong separate relationship to profitability (iii) planning for product quality must be based on meeting customer needs, not just meeting product specifications (iv) for same products, plan for perfection for other products, plan for value. Customer service quality is the set of activities an organization uses to win and retain customer’s satisfaction. It can be provided before, during, or after the sale of the product or exist on its own. Customer Satisfaction is the relationship between product or service perceived performance and the customer’s expectations. a) If the product’s performance falls short of the customer’s expectations, the buyer is dissatisfied. b) If performance matches expectations, the buyer is satisfied. c) If performance exceeds expectations, the buyer is delighted. Download 3.37 Mb. Share with your friends:
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