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How does an organisation balance its needs with customer expectations and needs?
Wiki User
∙ 9y ago
An organization can balance customer expectations and needs by offering customers a product that is affordable and something they need. They can also offer new products from time to time, as well as special offers.
Wiki User
∙ 9y ago
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Components of total quality management?
Total Quality Management (TQM) ComponentsTQM has four basic components1. Put customers first2. Make Continuous Improvement3. Aim for zero defects4. Training and developmentPut Customers FirstA quality product or service satisfies customer's needs and expectations. Whether a product or service is of high or low quality, will be decided by how it made the consumer feel and whether consumer expectations were satisfied or exceeded. See quality. If customers are not put first, then customer expectations will be difficult to satisfy and consequently quality will not be achieved. Customers can be put first through a variety of initiatives including• Undertaking market research to discover consumer needs so that the organisation can develop products and services that exceed their consumer's needs.• Looking after all customers whether internal or external. Internal customers are employees of the organisation and are known as customers when they approach each other for a service. External customers are all non-employees (of the organisation) that approach the organisation in connection with a service or product.• Effective customer care systems.• Ensuring that all service standards are met.• Listening to customer views and opinions. Responding to customer views including resolving customer complaints in a manner that satisfies their expectations. Once customer complaints are resolved they should be analysed to prevent future recurrence.Make Continuous ImprovementThe Japanese term "kaizen" has contributed to this component. Kaizen believes that there are no limits to continuous improvement. This means that a TQM organisation will continuously strive to improve their product/service and increase the quality standards. A TQM organisation will also view change positively whether the change involves a process change or a change in customer needs and expectations. This is because changes will enable the organisation to develop and explore quality.Aim for Zero DefectsThere are a number of reasons behind the aim to eradicate defects. Defects are expensive because they will lower the customer's confidence in the product. Also it is more expensive to rectify defects than it is to prevent them occurring in the first place. Zero defects can be achieved through a combination of quality assurance and quality control ( visit the relevant sections by clicking on the links).Training and DevelopmentAn organisation will need to train their employees to ensure that they understand the principles of TQM. A TQM organisation employee will need to understand how TQM is to be achieved or maintained and how they as an employee will ensure that the organisation emulates TQM. Unless each employee accepts and believes in TQM it will be difficult for the organisation to practice TQM.
What are the departments of an organisation?
The sub units of an organisation dealing with the various needs of the organisation
What are the need and importance of organisational behavior?
needs and importance of organisation behaviour
Identify and discuss three ways to determine training needs in an organisation?
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Importance of employee satisfaction?
employee satisfaction means employee gets everything what their needs and desire then ultimately the production increases.if employee will be satisfied they will give their best to the organisation. so that employee satisfaction is extremely important to any organisation.
How do you balance the needs and expectations of the customer with those of the organisation?
It is important to balance customer needs with those of the organization. Typically, an organization's main priority is customer satisfaction. In such a case, the best policy is to make sure the customer leaves happy.
Why do you need to clearly understand what the customer needs are?
Understanding customer needs will help you define new market opportunities and drive innovation and revenue growth in every aspect of your organization.
Describe how your organisation's service offer meets customer expectations?
First, you should research the expectations of your customers. Then, in order to meet those expectations your organization needs to set service standards that are defined in terms of customer expectations. Now that terms are set, you should develop operational plans that detail how to achieve the standards of service. These plans should be implemented and continuously monitored for success.
What factors affect how a customer's specific or special needs are accommodated?
The decision on whether to accommodate these needs will be based on: past relationships with the customer potential for future custom from this customer or from contacts associated with the customer the costs associated with the request (to the customer or to the organisation) your organisation's capabilities and limitations long and short-term benefits to the organisation long and short-term benefits to the customer analysis of any associated risks
What 5 factors affct customers needs and expectations?
Customer needs and expectations will be determined by:-cultural factors-socio-economic factors-time-age-personality
Why customer service is so important to an organization?
The customer needs to be happy and if the customer can't reach a representative, the customer will never buy from the organisation again.
What is the difference between customer needs and customer expectations?
the differenece is that customer needs mean when they need stuff or help with doing something, but a customer expectation is when the customer has everything and dont need help with anything like a customer need!.
What is meant by customer service?
Customer Service is the ability of a company/organisation, to meet their customers' wants and needs, providing support and information with regards to the products and services offered by that business company/organisation.
Why is it important to identify customer needs and expectations?
For a private limited company, it is important that customer research is carried out to identify a customers needs and expectations, in order to produce a product or service which is suitable in price, quality, quantity etc. This may be down through primary research such as. customer interview, survery etc.
What is the purpose and value of identifying internal customer needs and expectations?
The purpose and value of identifying internal customer need and expectations is that the customer becomes a loyal customer and sales increase. They also will boost sales by making referrals to other customers by having pleasant experiences.
Why customer service must meet or exceed customer expectations?
When you exceed customer needs and expectations you go above and beyond what is expected. You give customers a reason for wanting to return, to use your services again, or to purchase more items.
What were you expectations for the job and do what extent were they met?
I expected to provide accurate and timely responses, and to adapt to varying customer needs. My expectations were met as I was able to deliver helpful and relevant information, and went above and beyond to ensure customer satisfaction.
