...BSOP588 Managing Quality Introduction Customer satisfaction is vital to any business, big or small. It is one of the distinct gauges of customer loyalty. No company exists without customers and it is very important to keep customers satisfied to have a chance to gain their loyalty. There are several ways a business can keep their customers loyal to their company and measuring and analyzing customer satisfaction can help them accomplish that but also gain knowledge on how to acquire more loyal customers. Customer loyalty is important because it drives repeat business, even if there is a lower price on offer from competitor. Loyal customers come back more often to take up cross sell opportunities and are more likely to try new products from their preferred supplier. Loyal customers are more likely to recommend a business’s services. Profit tends to increase over the life of the retained customer. It can be twenty times more expensive to acquire new customers than retaining existing customers. To accomplish this, successful businesses uses customer satisfaction data to be able to compare internal quality monitoring programs to ensure internal measures match out p actual customer sentiment. It can be benchmarked against other similar companies to determine the level of business competitiveness. It can also be used to set performance targets to outsource suppliers. Help identify areas for improvement. In all these measurements there are negative feedbacks that create a customer...
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...Nida Shehzad nidas88@gmail.com BSOP588 Managing Quality Juniper Network Quality Management Richard Sheng October 18, 2014 Juniper Networks, Inc. is an American manufacturer of networking equipment founded in 1996 by Pradeep Sindhu. It is headquartered in Sunnyvale, California, USA. Juniper Networks is in the business of network innovation. Our mission is to connect everything and empower everyone. The service providers, the biggest and busiest wireline and wireless carriers, cable and satellite operators, content and Internet services providers, and cloud and data center providers run on Juniper Networks. Juniper Networks went public on June 25, 1999. It was one of the most successful initial public offerings in history. It continues to grow and innovate, releasing new product, developing new technologies based on customer’s needs, and remaining at the forefront of high-performance networking. Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that Transform the experience and economics of networking. The company serves customers and Partners worldwide. Juniper Networks believe the network can create a connected planet that unleashes a great wealth of possibility, innovation, and discovery that cannot be measured. Juniper Networks has developed and productized some of the industry’s most groundbreaking, disruptive innovations...
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...Yamile Macklin Course Project Week 7 Toyota Motor Company Managing Quality BSOP588 Managing Quality 02/03/14 Toyota Motor Company Quality Management Toyota Motor Corporation (TMC), is commonly known as Toyota in the stock markets was founded in 1933 By Kiichiro Toyoda. Toyota has enjoyed continuous growth in the automotive industry for decades as the largest automobile manufacturer and multinational automaker with an excess of five million vehicles per year, employing over 320,000 employees, and 14 plants in North America. After years of success in the auto industry as a credible and quality driven automaker, near the end of 2009 a horrifying car crash in Southern California led to the discovery of a major issue. With the assistance of the National Highway Traffic Safety Administration Toyota began recalling vehicles after reports that various vehicles experienced unintended acceleration. This 2009 recall was diagnosed as a possible incursion or incorrect or out-of-place front driver’s side floor mat, which can cause pedal entrapment. In October of 2009 Toyota begins sending out letters to owner notifying them of an unspecified upcoming recall to fix an unintended acceleration issue (Eugene). This recall was quickly followed by two massive recalls in early 2010 for related issues. The second recall occurred January 21, 2010 and was enacted after several vehicle accidents were declared to have no relation to the floor mat issue, but instead a new and more complex...
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