[go: up one dir, main page]
Scribd
Upload
67 views20 pages

TQM Principles & Strategies

The document discusses several principles of total quality management (TQM) as they relate to customer satisfaction. It defines customer satisfaction as customers' reported experiences exceeding expectations. It also discusses the importance of service quality, focusing on meeting customer needs through internal activities and customer interactions. Additionally, it introduces the Kano model of customer satisfaction, which identifies three types of product and service attributes: basic quality, performance quality, and excitement quality. These attribute types influence customer satisfaction differently.

Uploaded by

Rose Cabildo Viguella
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
67 views20 pages

TQM Principles & Strategies

The document discusses several principles of total quality management (TQM) as they relate to customer satisfaction. It defines customer satisfaction as customers' reported experiences exceeding expectations. It also discusses the importance of service quality, focusing on meeting customer needs through internal activities and customer interactions. Additionally, it introduces the Kano model of customer satisfaction, which identifies three types of product and service attributes: basic quality, performance quality, and excitement quality. These attribute types influence customer satisfaction differently.

Uploaded by

Rose Cabildo Viguella
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 20

TQM PRINCIPLES & STRATEGIES

CUSTOMER SATISFACTION
It is a measure of how products and services
supplied by a company meet or
surpass customer expectation. Customer
satisfaction is defined as "the number of
customers, or percentage of total customers,
whose reported experience with a firm, its
products, or its services (ratings) exceeds
specified satisfaction goals.
SERVICE QUALITY

The results generated by activities at


the interface between the organization
and the customer, and by the
organization’s internal activities, to
meet customer needs.
FEATURES OF SERVICES
 Speed
 Deliver schedule
 Care in handling
 Each service offering is different
 Psychology of customer
 Difficulty in
Understanding requirements
Estimating cost
Measuring performance
Measuring customer satisfaction
Marketing
CUSTOMER DELIGHT

The very favorable experience of


the client of a business when they
have received a good or service that
significantly surpasses what they
had initially anticipated.
THE KANO MODEL

The Kano Model of product development and customer satisfaction


was published in 1984 by Dr Noriaki Kano, professor of quality
management at the Tokyo University of Science.
Kano says that a product or service is about much more than just
functionality. It is also about customers' emotions.
For example, all customers who buy a new car expect it to stop when
they hit the brakes, but many will be delighted by its voice-activated
parking-assist system.
THE KANO MODEL
THREE TYPES OF RESPONSES

Basic quality
Performance quality
Excitement quality
BASIC QUALITY
Threshold Quality
Unspoken or minimum expected requirements
Customers are expecting his requirements will be
implemented
Customers will complain if basic quality attributes are
not fulfilled but they will not appreciate the supplier
for fulfilling the same.
Basic Quality Measurements
 Customer Complaints
 Warranty Data
 Product Recalls
 Number of Lawsuits
 Things gone wrong
 Other failure reports
PERFORMANCE QUALITY

Voice of customer
Quality function deployment
The better the performance, the
greater the satisfaction.
EXCITEMENT QUALITY

Customers received some feature or


attribute they did not expected or think
of
Reason for customer loyalty.
AGREED CUSTOMER REQUIREMENTS

Finding out requirements right first time


 customers may mean something and say
something else.
Service provider should be inquisitive.
Use checklist
Contains all the relevant details
Model checklist
 Review of requirements
Review contract before service request is given
 Foresee and provide for amendments
Additional requirements with additional costs
 Documented policy
Procedures and methodology in customer service
 Code of good customer handling practices
Result of past experiences
 Customer perceived quality
No hard and past rules for identifying measures
Identify vital few measures
Arrived at quantitative measures
Parameters in determining perceived quality
Defects in the product in delivery
Number of requirements fulfilled
Number of misunderstood
requirement
Frequency of defects
Time taken for repair
CUSTOMER PERCEIVED QUALITY
CUSTOMER FEEDBACK AND
COMPLAINTS RESOLUTION
CUSTOMER FEEDBACK

Difficult to get
Design simple feedback forms
Ensure confidentiality
Analyze and display results
COMPLAINT RESOLUTION
 To be handled by senior management
 Analyze independently
 Give benefit of doubt to customers
 Satisfying annoying customers
 Establish complaint recovery process
Process of receiving complaints, processing them,
communicating to customer and resolving the issue
Problems have to be recorded
COMPLAINT RECOVERY PROCESS

You might also like