CUSTOMER SATIS-
FACTION AND TOTAL
QUALITY MANAGA-
MENT
Members:
GROUP 1 Abao Adrian Kent
Aguilar, Noemi
Alvaro, Joice
Antolin, Keanna Mae
Balbuena, Trisha Mae
Instructor: Ma’am Ruby Dilan
What is Total Quality Management?
• TQM is the art of managing the whole to achieve excel-
lence. A strategy for improving business performance
through the commitment and involvement of all employee
• TQM is both a philosophy and a set of guiding principles
that represent the foundation of a continuously improving
organization.
• It involves applying quantitative methods and human re-
sources to improve all processes within the organization
and exceed customer needs. The concept of TQM can be
expressed as "Achieving success through delighting the
customers."
• Customers include internal users, external customers or
end-users, and other stakeholders like shareholders, em-
ployees, and suppliers.
Customer Satisfaction Guru:
Armand V. Feigenbaum:
Argues that total quality control is necessary to
achieve productivity, market penetration, and competitive ad-
vantage.
Quality begins by identifying the customer's requirements and
ends with a product or service in the hands of a satisfied cus-
tomer.
Quality Principles
Genuine management involve-
ment
Employee involvement
First-line supervision leadership
Company-wide quality control
Total Quality Management Philosophy
• TQM is a wide management approach aimed at achieving
long-term success with a strong focus on customer satis-
faction.
• TQM Depends on the participation of all members of an or-
ganization to improve processes, products, services, and
their work culture.
Definition of Customer
Internal Customers
Colleagues within the company working together to
deliver a service or product for the external customer.
External Customers
Individuals or enterprises that hire or purchase the
product(s) or service(s) from another person or business in
exchange for money.
Who is Customer?
Internal Customers – customer is just as important. Every
function, whether it be engineering, order processing, or pro-
duction has an internal customer.
• Each workers goal is to make sure that the quality
meets the expectation of the next person, and should
satisfy the external customer.
External Customers – can be defined in many ways, such as:
• The one who uses the product or services
• The one who purchases the product or services
• The one who influences the sale of the product or ser-
vice.
Who is Customer?
Inputs from Outputs to
Internal
External External
Customers
Customers Customer
Customer - Orientations
Customer Satisfaction Methods
1. Encouraging Face-to-Face Dealings with cus-
tomers.
2. Respond to Messages Promptly and Keep the
Clients Informed.
3. Being friendly and approachable by customers.
4. Have a Clearly- Defined Customer Service Pol-
icy.
7 Customer Satisfaction Performance Measures
Product Reliability – Customer’s surveys can collect compet-
itive data on percent defectives on arrival and also percent-
age annual failure rate.
Ease of use – Data on confusion rating and competitive data
can be collected by customers surveys.
Availability of Dealers and Retailers – Products and acces-
sory availability percentage, percentage of an initial delivery
and speed of delivery after order.
Documentation – Customer surveys competitive data, cus-
tomer helping etc.
Price and cost of ownership repair cost
Customer complaints and feedback - type, number, compar-
ison.
Environment Friendly Products – Recyclable parts and con-
sumer agency approval data can be collected and perfor-
mance measured.`
7 Way of Enhancing Customer Satisfaction
1. Measure and monitor customer satisfaction continuously.
2. Establish and maintain contact with customers.
3. Focus on and analyze process for successful customer ori-
entation.
4. Promote a cultural empowerment leadership, and customer
care.
5. Develop a commitment of trust, confident and commitment
to customers. Develop the product or service delivery sys-
tem to meet customer’s needs.
6. Provide education and training to the employees.
7. Honor the promises made to the customers.
THANK YOU
FOR LISTENING !!!
