Teamwork, increasing customer satisfaction, and lowering costsare taken care of. Organizations implement TQM by encouraging managers and employees to collaborate across functions and departments, as well as with customers and suppliers, to identify areas for improvement, no matter how small. Teams of workers are trained and empowered to make decisions that help their organization achieve high standards of quality. Organizations shift responsibility for quality control from specialized departments to all employees. An effective TQM program has numerous benefits.
Describe the key aspects of Feigenbaum’s definition of quality. A. “Product and service quality can be defined as the total composite product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product in use will meet the expectations of the customer” – A.V.Feigenbaum. The key aspects: - Quality is the customers’ perception of what quality is, not what a company thinks it is. Hence, the customer defines it.
The concept of internal marketing has evolved from the original conceptualization of employee satisfaction/inspiration by treating employees as customers and jobs as products for improving service quality (Sasser and Arbeit, 1976; Berry, 1981). Since main concept of internal marketing is to make the employees as important as the external customers by treating them as internal customers. The importance lies in motivating the employees and encouraging them to offer excellent services to customers who will improve the customer satisfaction of the company’s services (Lings and Greenly, 2005). Seymour (1985) defines internal marketing as a process of creating a support customer- oriented culture and producing a sense of service in the organizational internal environment. Jiang (2013) also defines internal marketing as a concept of treating employees as internal customer and viewing their jobs as internal products that satisfy the needs and wants of them while addressing the objectives of the organization.
All this will then in turn contribute to the retention and loyalty of customers. Factors that Influence Customer Loyalty Excellent customer service and complete satisfaction with the product or service are major factors that are relied on and influence customer loyalty. (Leland & Bailey, 2006, p. 9) stated, “Customers want a competitive price, good value, convenience and customer service and they want it yesterday” This suggests that customer loyalty relies upon customer service and matching what the customer wants and what they get in terms of satisfaction. There are many factors that can influence this such as, • Handling of customer complaints and compliments • Addressing
It should also ensure that pay is commensurate to employees’ efforts. Organizational culture Engstrom should ingrain integrity and respect in its organizational culture (Beer & Collins, 2008). Barnard's theory of compliance hypothesizes that willingness among employees to subordinate individual's interests to those of their organizations and their desire to collaborate with their coworkers is vital for the attainment of organizations’ objectives (Kinicki & Fugate, 2016). Based on this theory, Engstrom Auto Mirror Plant should create an appealing working environment to persuade employees to comply with the organization and to produce quality output voluntarily. Reforming the communication
Customer expectations are of chief importance in a service. Customer expectations are beliefs about service delivery which function as criteria against which the service is judged. It analyses the performance of the service rendered. Customer loyalty is achieved through the providing an excellent service. Keeping service quality high enables a service firm to achieve customer loyalty and thus retain the existing customers as well as attract new customers to it.
INTRODUCTION Performance appraisal system is a systematic observation and evaluation of employees’ performance used in the organization to measure the effectiveness and efficiency of the employees. It plays a vital role in any organization human resource framework. Performance appraisal is needed because every employee has a different attitude to handle the work. As performance process provides a vehicle through which employees and their supervisors to collaborate, hence it enhances the work results and satisfaction. This process work best when both parties employees and supervisors work actively together to achieve the specific organizational goals.
To succeed in a business, members of a firm should have a distinct idea of the daily tasks. For example, who is the one to bring the products of CMP to major distributors and how the products brought to the market. A clear communication is important in operation. It can help members of CMP to understand their ideas clearly and quickly. This will improve business processes and
If the delivery persons are assisted through directing leadership style, they could understand better the importance of their role within the organisation as to achieve the values and performance of the company. Thus, our organisation will meet the existent customers satisfaction and might also attract potential
A Company should exert some effort and undertake some analyses to determine the nonmonetary interests and preferences of its key employees, and then attempt to meet these preferences in action. Retention strategies should not be orchestrated in isolation but must form part of the overall strategies for strengthening the pull on the talent while this augurs well for employees, it means employers need to up the ante on Employee Retention, one of the most critical issues organizations face today. The Author has given some suggestion to improvise the procedure of employee retention. As genius say, happiness can be contagious. So make sure the work place is a happy one, which every employee would love to spend time.