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TOTAL QUALITY MANAGEMENT-Customer Satisfaction

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CUSTOMER SATISFACTION Presented TO: BY:MAYA TOTAL QUALITY MANAGEMENT
[object Object],[object Object],TOTAL QUALITY MANAGEMENT
Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],## ## ##
The Prime Directive of Total Quality Management and its Culture? The TQM philosophy derives from one foundational idea: everything must be geared towards customer satisfaction, the engine which drives the company and on which its future survival depends.
ORGANIZATIONAL HIERARCHIAL DIAGRAMS ,[object Object],CEO SENIOR MANAGER FUNCTIONAL OPERATIONAL AREAS FRONT LINE REPREENTATIVES CUSTOMERS CUSTOMERS FRONT LINE REPREENTATIVES FUNCTIONAL OPERATIONAL AREAS SENIOR MANAGER CEO
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],TQM Excellence Principles
[object Object],[object Object],[object Object],CUSTOMER?
[object Object],[object Object],[object Object],[object Object],[object Object],Quality?
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER SATISFACTION
[object Object],[object Object],CUSTOMER SATISFACTION
The Customer is the Ultimate Judge of Value Quality. TQM is driven by long-term growth goals and flexibility, focusing on “ bringing the customer in”.
[object Object],[object Object],[object Object],CONTINUOUS IMPROVEMENT
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CONTINUOUS IMPROVEMENT
[object Object],[object Object],[object Object]
WHAT THE CUSTOMER SEEKS IN ANY PRODUCT?? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CUSTOMER SATISFACTION MODEL
[object Object],[object Object],[object Object],KANO MODEL
[object Object],[object Object],[object Object],[object Object],[object Object],KANO MODEL
KANO MODEL
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER FEEDBACK
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],METHODS OF FEEDBACK
[object Object],[object Object],[object Object],[object Object],111-123-123
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],MASS CUSTOMIZATION
CUSTOMER COMPLAINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CUSTOMER SERVICES AND ELEMENTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
GOOD CUSTOMER SERVICES & RETENTION OF CUSTOMERS ,[object Object],[object Object],[object Object],[object Object],[object Object]
THANK YOU!!

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TOTAL QUALITY MANAGEMENT-Customer Satisfaction

  • 1. CUSTOMER SATISFACTION Presented TO: BY:MAYA TOTAL QUALITY MANAGEMENT
  • 2.
  • 3.
  • 4. The Prime Directive of Total Quality Management and its Culture? The TQM philosophy derives from one foundational idea: everything must be geared towards customer satisfaction, the engine which drives the company and on which its future survival depends.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. The Customer is the Ultimate Judge of Value Quality. TQM is driven by long-term growth goals and flexibility, focusing on “ bringing the customer in”.
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