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Assignment 3a Quality Management

1007 Words5 Pages

Business Management 3A Assignment

Question 1
Quality of a product or service is its ability to use its characteristics in order to satisfy needs. (Bozarth & Handfield, 2013:126). How well the characteristics of the product or service are determine how the quality is judged and how successfully it aligns with the user’s needs; this is known as value perspective. (Bozarth & Handfield, 2013:126). Conformance perspective looks at whether or not the product or service did what it was intended to do successfully. (Bozarth & Handfield, 2013:126). Therefore, from the 3 definitions above, it is clear that customer feedback determines how successful a company’s product or service is with regard to its quality and how satisfied it has made the customer …show more content…

This score lead to the conclusion that Dell’s customer service and support is rated as disappointing according to the customer ratings. This data was collected from 2009 to 2016 on the customerserviceboard.com website.
The core of customers’ grievances with Dell has to do with the company lacking in quality control of their products whereby consumers aren’t getting their implied needs satisfied because of products that are not working to what they are intended to. It was also revealed through the customers that the company’s support agents are not delivering a service to the customers that are supposed to help the them; the complaints are centred around the support agents only being able to read from ‘a script’ and say ‘I’m sorry’ all the time and all being located in India (which costs the customer a lot of money to stay on the phone with for extended periods).No actual help to the customers are extended as a result of the above mentioned. This leads to many of the customers wanting to leave behind Dell to look for quality from other competitors. According to consumeraffairs.com (2016), Dell has received 1 out of 5 stars from 334 rating from the customers’ complaints and …show more content…

This is not good for the company, because if they can’t deliver quality to customers through their products and services that other competitors do, then the company is going to lose a lot of consumers to competitors and this will conversely affect the company’s going concern and operations as they need customer support to be able to compete in the market place.
Therefore customer impressions of Sahara are not brilliant at all. The company seems to be promising a lot in their mission statement that they aren’t living up to. It seems that customers are more willing to move to competitors’ products and services to satisfy their needs and they do not hold Sahara in high regards with regard to quality.
I can finally conclude that all three IT industry companies mentioned above received enormous amounts of negative feedback and complaints with few positive comments. But this I believe is down to society being so quick to complain when something is wrong but when something is good there is little to no praise. No business is perfect and is not for everybody in the market so because these companies received many complaints and bad reviews do not take away from the fact that they are each doing very well in the industry when looking at the market share and their brand positioning from a customer’s

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