Essays Tagged: "Customer satisfaction"

Total Quality Management

is an organisational process that actively involves every function and every employee in satisfying customers needs, both internal and external. TQM works by continuously improving all aspect of work ... anning activities that are carried out in concern with guiding ideology that focuses on Quality and Customer Satisfaction as the top priorities.There has been many arguments that TQM succeeds only by ...

(5 pages) 1898 12 4.2 Feb/1996

Subjects: Businesss Research Papers > Management

Total Quality Management in Construction

se and their U.S. companies demonstrated that high quality is achievable at lower costs and greater customer satisfaction. It was the result of using the management principles of total quality managem ... e an upper-management change in both philosophy and behavior. Managers must adopt the objectives of customer satisfaction and continuous improvement. They must implement the change to achieve these ob ...

(11 pages) 755 0 3.5 Dec/1995

Subjects: Businesss Research Papers > Management

Total Quality Managament what is Tqm and how can it be implemented in industry today uses japanese examples

In society today quality plays an important role in customer satisfaction. A classic example of customer's being discouraged due to poor quality would b ... ok it in 1994, strategies have been implemented to put quality back into the product and to put the customer first. However before understanding the concept of "total quality management" (TQM) one mus ... y. Quality is said to be "the ability to satisfy, or even exceed, the needs and expectations of the customer" (Mullins 1998). This quote is far more contemporary than some of the older definitions of ...

(18 pages) 1154 1 4.2 Nov/2002

Subjects: Businesss Research Papers > Management

Case Study of an airline in the post 9-11 era, and a marketing analysis of how the airline can gain marketshare

e Continental "One Pass." This existing frequent flier mileage program has received high awards for customer satisfaction in the late nineties, but the current name carries no brand awareness. Each ar ... les: Awareness of Continental Airlines can also be increased by repeat communications with existing customer base. As a part of ticketing process, the company should begin collecting email addresses a ...

(5 pages) 649 0 4.6 Dec/2002

Subjects: Businesss Research Papers > Case Studies

Integration issues businesses may encounter and methods of countering them.

s systems, cultures and methodologies occurred prior to the final acquisition. The issues explored (customer satisfaction, human resources gridlock, and internal communications) are a result of mergin ... communication is crucial to continuation of strategy and consistency for both internal and external customers of HP.Meeting customer needs in a consistent manner, human resource administration that is ...

(4 pages) 299 1 4.5 Feb/2003

Subjects: Businesss Research Papers

Strategic Analysis for Amazon.com.

ng experience possible. Amazon is the biggest on-line international store in the world. While their customer base and product offerings have grown considerably since their early days, they still maint ... gs have grown considerably since their early days, they still maintain their founding commitment to customer satisfaction and the delivery of an educational and inspiring shopping experience.Amazon ha ...

(8 pages) 1335 1 4.0 Jun/2003

Subjects: Businesss Research Papers > Case Studies > E-commerce

Marketing and the Marketing Mix.

anges that will satisfy individual and organisational objectives.Marketing is about connecting with customers, serving the needs of society, and accomplishing the goals of the organization. Through cu ... nd accomplishing the goals of the organization. Through customer satisfaction marketing creates the customer loyalty necessary to reach an organization's objectives. Marketing works by creating valuab ...

(3 pages) 1741 1 4.2 Jun/2003

Subjects: Businesss Research Papers > Marketing

Target.Direct: Customer Purchasing Satisfaction in E-commerce - This case study describes issues associated w/ customer satisfaction in e-commerce purchasing in reference to Target.Direct

mazon.com, with one simple checkout.In this paper I am going to explain the main issues involved in customer satisfaction of online purchasing products and how Target.Direct addresses each issue. Thes ... ddot;Purchasing Capabilities·Product Variety·Refinding a Product: The Wishlist·Customer Service·Ease of Checkout·Returning MerchandiseDiscussionPurchasing Capabiliti ...

(3 pages) 455 0 4.5 Aug/2003

Subjects: Businesss Research Papers > Case Studies > E-commerce

This essay is a case analysis of consumer satisfaction with regards to travel to New Zealand, and the reasons and rationale surround this.

nt as businesses take into consideration such factors as client loyalty and word-of-mouth exposure. Customer satisfaction itself is affected by two important factors. The first is the topic of what th ... d exploit the attribution theory to their advantage, or to better create their products to increase customer satisfaction. It is important for producers to pay close attention to consumer satisfaction ...

(7 pages) 84 0 4.0 Oct/2003

Subjects: Businesss Research Papers > Case Studies

Marketing Mix At Garuda Indonesia.

values with others (Kotler, Brown, Adam, and Amstrong, 2001: 6).Marketing is about connecting with customers, serving the needs of society, and accomplishing the goals of the organization. Through cu ... nd accomplishing the goals of the organization. Through customer satisfaction marketing creates the customer loyalty necessary to reach an organization's objectives. Marketing works by creating valuab ...

(12 pages) 161 0 4.7 Nov/2003

Subjects: Businesss Research Papers > Marketing

Critical Thinking Case Study: Implementing a Customer Relationship Management Tool at ImageStream

Critical Thinking Case Study:Implementing a Customer Relationship Management Tool at ImageStreamImageStream Internet Solutions, Inc. is a privat ... , governments, schools, and businesses in more than 75 countries around the world.The Importance of Customer Relationship ManagementFrederick Reichheld and Thomas Teal, in their book "The Loyalty Effe ... Reichheld and Thomas Teal, in their book "The Loyalty Effect" (1996) estimate that acquiring a new customer can cost six times as much as retaining an existing customer. Companies that build and main ...

(8 pages) 562 0 4.9 Dec/2003

Subjects: Businesss Research Papers > Management

Article Critique relating to suplly chain management

tices have produced a distinct paradigm shift since 1970. Even though companies are now focusing on customer satisfaction as a competitive weapon, the cornerstone of competition is still cost-minimiza ... their raw materials in an effective and timely fashion which in terms translates to an increase in customer satisfaction.At the end the author outlines the goals, such as reduced inventory cost, that ...

(2 pages) 161 0 5.0 Jan/2004

Subjects: Businesss Research Papers

Marketing Strategy and future positioning of Gordon Highlander Museum

, children and other different visitor group. And it also combines with focus strategy to build the customer satisfaction and customer loyalty.In addition, based on the 7Ps analysis, the strategic opi ... dinner service and buffet suppers and cocktail parties to build a brand that reinforce its image to customers and develop loyalty customers. A strong correlation exits between its brand choices and cu ...

(13 pages) 313 0 4.1 Feb/2004

Subjects: Businesss Research Papers > Marketing

Starbucks Marketing Analysis

CUSTOMER ANALYSISSince the market for doughnuts is quite extensive, Krispy Kreme Doughnuts, Inc. has ... that Krispy Kreme is not at all in the doughnut business. We agree. Krispy Kreme is actually in the customer satisfaction business. Krispy Kreme just happens to satisfy customers by providing a unique ... unique experience when visiting a Krispy Kreme shop, which differentiates us from the competition. Customers are allowed to see how the doughnuts are made, and then served hot and fresh. Their bright ...

(2 pages) 837 1 3.8 Mar/2004

Subjects: Businesss Research Papers > Marketing

Key elements of marketing planning that contribute to the success of the planning process

eting planning that contribute to the success of the planning process?"Marketing is the delivery of customer satisfaction at a profit. The goal of marketing is to attract new customers by promising su ... The goal of marketing is to attract new customers by promising superior value, and to keep current customers by delivering satisfaction."(P.Kotler, Principles of marketing, 2nd ed, 1999, pg xvi.)It's ...

(7 pages) 673 2 5.0 Mar/2004

Subjects: Businesss Research Papers

The Marketing Concept

The marketing concept consists of three basic elements.1.Customer Orientation2.Company Commitment3.Company GoalsThe first concept that I will define and expl ... Commitment3.Company GoalsThe first concept that I will define and explain is customer orientation. Customer orientation is producing items that people want, and selling the effectively. In order to p ... nd selling the effectively. In order to perform this task will need to base your decision-making on customer's needs and wants. So, instead of trying to market what is easiest to make, you must find o ...

(1 pages) 85 1 3.0 Mar/2004

Subjects: Businesss Research Papers > Marketing

CRM at Moore Medical Corporation - Response to questions about Harvard Business Review Case #9-601-142 Moore Medical Corporation.

essing. Each problem posed a specific challenge for Autore. For example, share of wallet of current customers was not close to 100% due in part because the company did not offer capital goods, also sp ... lly utilized and lacked important functionality that was key to overall demand planning success and customer satisfaction. These areas of either under-utilized functionality or system errors included: ...

(15 pages) 479 0 4.8 Mar/2004

Subjects: Businesss Research Papers > Case Studies

Outsourcing and Customer Satisfaction —

Outsourcing and Customer Satisfaction -Beyond Service-Level Agreements Myriad reasons underscore a decision to outso ... d reality, many enterprises design SLAs that go beyond the typical performance metrics to include a customer satisfaction analysis as part of the contract. The purpose of an end-user satisfaction eval ... a quality incentive measurement in the outsourcing contract in which the ESP is awarded a bonus if customer satisfaction targets are met or exceeded as outlined in the contract. These targets are bas ...

(4 pages) 256 0 4.2 May/2004

Subjects: Businesss Research Papers > Management

ONLINE SERVICE STRATEGY

organisation can adopt this change to gain competitive advantages over our competitors, to deliver customer satisfaction every time and ultimately to expand our business.Implement E-commerce for us m ... n with the organisation's business objective of being the number one choice service provider to our customers.For our customers, dealing with an E-commerce organisation, it means that they will be abl ...

(9 pages) 233 0 3.8 May/2004

Subjects: Businesss Research Papers > Case Studies > E-commerce

Quality of Life

n a personal level whereas quality of service is a business enterprise requiring high standards and customer satisfaction. However, for people with disabilities quality of life and quality of service ... nication listening to clients and talking to them in an appropriate manner· Integrity having customers best interest at heart with sincerityand honesty· Safety measures privacy, and free ...

(7 pages) 271 2 3.9 May/2004

Subjects: Social Science Essays > Current Issues