CUSTOMER RETENTION ✓ Customer retention is the process of retaining the existing customers. It is obvious that customer retention is more powerful and effective than customer satisfaction. ✓ Customer care can be defined as...
Author - Nandhini Sathish
Service Quality or Customer Service ✓ Customer service is the set of activities an organisation uses to satisfy the customers and their needs. ✓ The service can be provided at: (i) before the sale of the product; (ii)...
✓ TQM implementation begins with identifying the voice of the customers. That is, to determine what exactly the customer desires from a product or a service. ✓ Since customer needs keep changing, the process of identifying...
CUSTOMER PERCEPTION OF QUALITY Quality is what customer perceives it to be. However, as the customers go on changing their needs, the quality level needs are to be improved continuously to meet the customers demand. That’s why...
WHO ARE THE CUSTOMERS? The customers are: the most important people in the business. not dependent on the organisation. The organisation depends on them. not an interruption to work but are ihe purpose of it. doing a favour when...
What is CUStomer Satisfaction? As emphasised so far, in today’s buyers market ‘the customer is the king’. Even the definition of quality, ‘quality is what customer wants’, emphasises on the customer...
COST OF QUALITY (COQ OR QUALITY COSTS) ✓ Cost of quality (COQ) is a financial measure of the quality measure of an organization. It is essentially a measure of lack of quality and can also be termed as cost of poor...
QuALITY STATEMENTS Quality statements are established by the quality council to provide overall direction for achieving the total quality culture. Three elements of quality statements are: Vision statement, Mission...
about crosby Crosby is another of the American quality gurus who rose to international fame mainly thanks to his teachings on quality management. He is best known for the concepts of ‘Zero Defects’ and ‘Do it right first...
About Juran Juran’s contributions – Juran born in Romania (1904) and emigrated to America in 1912. 1951 – published “Quality Control Handbook”. Mid 1950’s – like Deming, travelled to...
