...Shequila Elmore BSOP 588 Measuring Customer Satisfaction Shequila Elmore BSOP 588 Measuring Customer Satisfaction Customer satisfaction is the extent to which a customer is happy/satisfied with the products/services being provided by the organization. It is one of the most important indicators of a successful organization. As. Theodore Levitt once said “The purpose of a business is to create and keep customers”. This means we have to measure the customer satisfaction which is also help the organization by providing insights into how to attract new customers. There are several methods for measuring satisfaction including surveys, focus groups, complaint analysis and user groups. The most used method is the customer survey method, which could be brief or lengthy feedback forms. Surveys can be provided in several ways such as the mail, email, or over the phone (Simpson). Surveying a customer after he/she searches a website with a pop up which guides them to another screen where they can rate the information they found, whether it was useful or not, or staying on the line after you finish with a representative to take a automated survey. This method is used to capture important data that it can use to determine the company’s strengths and weaknesses regarding levels of service (Mayhew). Field intelligence is another method for gathering customer information. Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation...
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...BSOP 588 Quality Management Student Name…….. Keller Graduate School Date….. Professor: The Voice of the Employee supports improved internal process. The voice of the employee begins with providing a safe and secure workplace. These measures have been taken up because there have been violence and poor employee relations. Now the voice of business has been focused on breakthrough productive initiative and the third area namely the voice of the customer is focused on providing timely reliable delivery. In case of the US Postal Services, the objectives of the Voice of the Employee are such that they lead to improved productivity and revenues. So, the Voice of the Employee supports the Voice of the Business. At the same time the Voice of the Business supports the Voice of the Customer because better productivity leads to more timely and accurate deliveries. The delivery measurement systems measured the performance of the Voice of the Customers. The balanced scorecard system has some distinct advantages that make it suitable for improving performance. The first is that it is focused on getting results. This is why the approach in case of US Postal Services produced positive results. The second advantage is that linking employee interests in a service industry to business processes, and to customer satisfaction are strong drivers of success. These lead to improved financial results. Another important reason why balanced scorecard is useful is that it helps...
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...Running Head: Identifying Quality Issues within a Struggling Retailer: Starwoods Hotel and Resorts Outline Submitted by: BSOP 588: Managing Quality Instructor: Richard Sheng September, 2013 BSOP588 Final Project Proposal Outline-Jemetie McKeithen 1. Identifying Quality Issues within a Struggling Retailer: Starwood Hotels and Resorts 2. Starwood Hotel and Resort 3. Background/overview of organization • 145,000 employees (2013); 1,162 stores • Hospitality • Hospitality/Vacation Rental and Sales/Customer Service • Brief synopsis of Quality management processes: Juran’s Quality Management seems to be the attempt of the organization. Planning- the organization appears to be planning ahead but more so for the new facilities for which it intends to aware…currently on the list for company’s least like to acquire or keep stockholders indicates a lack of commitment even by those who appear to have the most to gain or lose. Control-The company is losing control of their management, their employees and their investors Improvement- the company is attempting to make changes internally as well as externally; however, seem to be stumbling over their feet. 4. Introduction to the Problem • Identify the Quality Issues that need to be addressed o Performance issues that have continued to be present and duplications since 2009 o Customer service issues due to employees who are not satisfied therefore there is reduce morale and production ...
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...Measuring Customer Satisfaction Week 3: Paper Submitted by: Rich De Guzman rich.deguzman32@gmail.com BSOP 588: Managing Quality Instructor: Richard Sheng September 22, 2013 Introduction Being able to provide the best customer satisfaction should be the basis for a company and their vision to succeed. Good customer satisfaction can result in confidence in the company’s products and services however; great customer satisfaction can result in more and new sales or volume. Many companies use different metrics and methods to measure customer satisfaction. This paper will explore a few measures that I have researched and how it correlates to my company or company I used to work for in addition to some recommendations. Identification of best practices One of the most commonly used methods to measure customer satisfaction is by conducting a survey. According to TechRupublic, a survey “allows you to quantify the subjective perceptions of the clients by asking them to convert their perceptions into a numerical rating. The ratings then help the project team better understand how they performed” (TechRadar, 2007). I agree in that surveys do a good job of gathering information so that companies can gain knowledge on how to act and improve their overall customer satisfaction. There are many survey methods out there such as internal and external surveys. This can be deployed in a wide range such as a multiple choice or short answer structure. Many I have seen are surveys...
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...Laneta Washington Quality in Practice: Using the Balance Scorecard at USPS BSOP 588 Professor Walter Mamak April 3, 2014 There are many different companies that are always focusing on improving their quality management within their organizations. In order for companies to stay at the top of their industry, they must always look to improve and make sure that they are building and meeting all the needs and levels of the business. Many different companies use different techniques and tools to initiate quality management for the business as a whole and then internal and external customers. The ‘Balance Scorecard’ was one of the major tools that USPS used to measure, evaluate, and improve their quality management within the business, with the employees, and of course with their customers. ‘The balance scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organization worldwide to align business activities to the vision and strategy for the organization, improve internal and external communications, and monitor organization performance against strategic goals,’ ("Balanced scorecard basics," 2014). I believe that the balance scorecard is one of the best tools to use when trying to measure and evaluate different levels of the organization; which have a common goal. The voice of the ‘Employee’ is very important when supporting improved internal processes, ‘the Voice of the Business. This is true...
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...Quality Issues with Toyota Motor Vehicles Randy Kenepp 821 Vickie Drive Del City, OK 73115 Phone: 405-473-7998 Email: rkenepp@gmail.com Managing Quality - BSOP 588 Professor: Richard Sheng October 19, 2014 I. Introduction: Toyota Motor Corporation (TMC) is a motor vehicle and production business. TMC is headquartered in Aichi Prefecture, Japan. TMC was founded August 28, 1937 by Kiichira Toyoda. Kiichira Toyoda’s son Akio Toyoda is the current President of the company. The company was originally a division of the Toyoda Automatic Loom Works Company founded by Kiichira’s father, Sakichi Toyoda. World War II halted many of the company’s initial manufacturing, but by 1950, Toyota reopened production facilities. In the 1960s and 1970s, TMC began rapidly exporting automobiles to foreign markets (The Editors of Encyclopædia Britannica, paragraph 4). TMC has continued to grow and has manufacturing plants and distribution channels setup in many countries. As of May 2014, TMC has a 397.05 billion yen, or 3.69 billion dollars, of capital. As of March 31, 2014, TMC has 338,875 employees. TMC has had a long standing reputation for quality. TMC’s quality philosophy is stated on their website, Toyota-Global.com (2005), “In June 1961, TMC decided to adopt the system of Total Quality Control (TQC) to modernize management operations. To realize TQC, all employees in Toyota were required to ‘regard the next processes (on the production line) as their customers and provide them...
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