This website uses cookies to ensure you have the best experience. Learn more

Customer Driven Quality Essay

1932 words - 8 pages

AbstractThe customer is the driving force behind the quality movement around the world. At one time quality and customer satisfaction seemed to be light years apart, but over the years, quality has turned those trends around allowing real customer satisfaction to occur. By adding quality to the manufacturing process the goal, customer satisfaction, is obtainable. Customer satisfaction is the reason companies are in business and profits are made when satisfied customers return and bring their friends with them. This paper will look at four (4) separate industries and compare the value of quality in relation to customer satisfaction. A matrix will be developed to compare of commonalities and ...view middle of the document...

According to Juran, quality is "fitness for intended use." This definition says, that quality is "meeting or exceeding customer expectations." So according to this theory, we achieve quality when we buy a product that does what it is supposed to do. If a purchasing manager is buying radios that he or she would not use personally, this still ties in with Juran's definition of quality, because the radios will meet the customer's expectations, although it will not meet the buyers. Deming states that the customer's definition of quality is the only one that matters. True, but the feeling is the customer does not always get quality from what they perceive as quality. This is partly to do with the fact, that some companies are very good at doing some things, but are not so good at others. Designer label brand Gucci is a prime example of this. If someone buys a Gucci designer watch for the cost of $2000, there are a host of other things that the buyer will achieve like admiration, prestige and self-esteem.Gucci is not a watchmaker and does not have the same level of expertise of watch making as Rolex or Cartier. Those with expertise or those in the industry would regard this watch with disdain. Watches of this nature are purely sold through the success of the brand. The watches are simply a spin-off from their designer clothesline and made with very low quality and cheap components. According to different magazines, the life expectancy for a Gucci watch is two to three years. This is very low compared to Rolex's lifetime expectancy.2. Service:The service industry's driving forces are quality and excellence. Providing excellent service to customers is the competitive advantage most service industries strive to achieve. This industry must maintain the following to remain successful through:· Consistent, Professional Image· Customer Recognition/Identity· Safety and ProtectionChanges in technology have greatly affected how industry provides certain services. It has allowed an industry to expand the number of customers they can service, reducing time and increased the quality of service.Consumers want to see improvements in the services a company can provide. Quality in relationship to customer satisfaction has never been more important. An organization that deals with providing a service as opposed to a product depends on quality, because the finished product is not necessarily as visible as a good or product. Service is a black and white industry. Either the service was provided to meet the customer's satisfaction or it was not. For example, a freight company must deliver freight in a timely manner when the consumer needs it. If the organization cannot provide the product as agreed upon, the consumer is more likely to look to another organization that can. Quality needs to create customer satisfaction.3. Non-profit:The success of nonprofit organizations depends on public confidence and broad public support. Nonprofits are supported by...

Other Essays On Customer-Driven Quality

Total Quality Management Essay

1436 words - 6 pages Untitled Total Quality management Corporate process improvement is a major factor towards improved efficiency and customer service. An `As-Is' flow chart of the accrual process is supplied, the relationship to the organization's strategic plan is discussed, the internal and external customers are identified, while potential impact on these customers is noted. The most appropriate quality management tool is used to collect

One says, "To make profits." Another says, "To create customers." The third says, "To fight world hunger." Analyze and discuss these mission statements

481 words - 2 pages mission as the ones listed above.Company 1- "To make money"Like most companies, company 1's primary objective is profit-driven. It may seem that it's tactics and long-term strategies is the generation of wealth for its shareholders. The company may opt to maximize immediate goals of generating profits, foregoing customer fidelity.Hence it may adopt an aggressive marketing approach to persuade potential customers by all means that they have the best

Customer-Driven Marketing Strategy Of Titan (Watch Division)

2139 words - 9 pages Customer-Driven Marketing Strategy of Titan (Watch Division)IntroductionThe company we have chosen to analyze in our assignment is the world's fifth largest wrist watch manufacturer and India's leading producer of watches, Titan. This assignment tells us briefly what Titan actually is, its customer driven marketing strategy, how they create value for target customer view on the size and sales of the company and also the various market

Dell Inc: Improving the Flexibility of the Desktop PC Supply Chain - Liberty University BUSI740 - Case Study

1584 words - 7 pages demand by utilizing a VMI. Integrating demand information into the supply chain process would forecast demand. This demand driven strategy method is focused on building supply chains in response to demand signals driven by customer demand. According to Arntzen and Shumway (2002), A demand-driven strategy focuses on customers’ needs and demands to make sure that information reaches all departments required and is accessible to suppliers involved

Digital Marketing in Contemporary Business and Future perspective - Australian Catholic University - Digital Marketing - Essay

2531 words - 11 pages nowadays the customers are able to do extensive research, resulting in them being more price and quality sensitive. Besides customers getting pickier, customers are demanding, and expecting, a personalized and consistent customer experience. (Singh, 2017) One of the biggest changes that changed by going from traditional marketing to digital marketing is the never ending customer service. (Agrawal, 2016) Customers expect to be served with the highest

Telecommunications Competitons And Their Profiles In The Caribbean Region

952 words - 4 pages and domestic Internet, data and voice services to business and residential retail customers and other carriers located internationally. The Company intends to serve the demand for high-quality, low cost international communications services which is being driven by the growth of data and Internet traffic and the worldwide trend toward telecommunications deregulation.Sunbeach will offer international cellular roaming to the half a million or more

Organizational Technology Plan

2166 words - 9 pages communication tool.Technology Driven-Training ProgramsWhen it comes to driving change through technology AT&T offers its customers an array of different programs to teach customers how to use the systems. One example is the Networx Government Customer Training program. This program uses different training sites nationwide to insure the training is easily accessible to the end users (2009, AT&T Networx Government Customer Training).Value Chain

Manage quality in health and social care or children and young people's setting - Adut Services - nvq LEVEL 5

4685 words - 19 pages ensuring the quality of healthcare in England. CQC have developed statistical surveillance tools that periodically aggregate large numbers of quantitative performance measures to identify risks to the quality of care and prioritise its limited inspection resource. These tools have, however, failed to successfully identify poor-quality providers. Facing continued budget cuts, CQC is now further reliant on an ‘intelligence-driven’, risk-based approach

business strategy development at X Coffee organisation - HR level 5 management - assigment

2358 words - 10 pages CHR assessment activity 1 template Business strategy development and the role of HR – briefing document Name: Petra Juricekova Word count: 2192 Organisation analysis X Coffee is private, quality and genuinely customer driven coffee company. X Coffee want to be the most preferred choice for customers, while running profitable business. X Coffee offering quality coffee and range of superior hot and cold drinks, patisseries, cakes and gourmet food

Assignment 1 question and answer for part 1 - SEMO - Question and answer

2294 words - 10 pages the design or the performance of an activity so that it can be shared. Step 7 – Evaluation Plan Once the e-marketing plan is implemented, its prosperity relies upon continuous assessment, which implies that markets must have a following framework set up before the electronic entryways open. Tier one – Positioning, Differentiation, Segmentation, and Targeting. A marketer designs a customer value-driven marketing strategy including marketing

La Senza

7959 words - 32 pages ability to charge higher prices for their products because consumers place additional value in the brand La Senza exhibits brand recognition which provides the company with a competitive advantage. The brand is aspirational at accessible price points and has a loyal customer base. In Canada, La Senza is a leader in young women's intimate apparel. La Senza is often compared to its sister brand, Victoria Secret. While they are equal in quality and

Similar Papers

Measuring Service Quality And What Is Service Quality. Points About Service Quality Gaps, Importnace Of Service Quality Management And Recommendations

616 words - 3 pages Detailed Outline: Measuring Service Quality1. IntroductionDefining quality in a service environment. Expectation and experience of customer set the perceived quality. The importance of service prospective in a business defined.Customer driven market where competitive advantage achieved through the maximization of service quality that fulfil customer's needs and wants.Management of service quality and relationships of stakeholders. Thus, perform

Business Studies Marketing Strategy Essay

572 words - 3 pages DISCRIMINATIONSometimes it is possible to discriminate between types of customer for the same product, perhaps based on usage or quality. Car insurance companies, for example, commonly discriminate on the basis of age and perceived risk.PRODUCTA product is anything that is capable of satisfying customer needsA package of benefitsProducts are designed to match needsPhysical goodsQualityStylePackagingDurabilityInstallationAfter

Describe The Concept Of Six Sigma And The Levels Hsm Essay

1943 words - 8 pages the collection and analysis of data from the different processes that are carried out in a company. It is a results-oriented concept, where we analyze the processes taking in the center to the customer and what really brings value. It uses statistical and technical tools to systematically eliminate defects and inefficiencies to improve your processes. Six Sigma It comes from statistics and is used in quality control processes which are related

Assess The Value Of Marketing In This Major Financial Services Group As A Business Philosophy. Based On Barclays. Module Was Marketing In Financial Services. Enjoy!!!

2338 words - 10 pages To assess the value of marketing for Barclays I need to define the term "Business Philosophy"This is where Barclays feel that we should put marketing at the heart of our organisation. This would enable us to be more customer focussed and customer driven. This would result in many of our company's processes being restructured to identify what our consumer's needs and wants are. With this information a product can be developed to satisfy then