CUSTOMER SERVICE AND CONTINOUS IMPROVEMENT

Quality Customer Service and Faciliate Continous Improvement

Quality Customer Service and Faciliate Continous Improvement

Introduction

Quality has been defined strongly for understanding and comprehending all avenues and areas of organizational development, creating substitutes and alternatives that would escalate organizational progression and at the same time make an effective team that shall be the unexpected levels and benchmarks set by renowned organizations around the world. Quality, in terms of definition, has been defined as the non-inferiority or superiority of an object, good, unit or commodity, that may create, a benchmark or standard for the remaining or existing products available in the market (good) or for intangible commodities that are being delivered (service). In addition to the above traits of quality, it is also being defined as the degree of the good or service with which the product or service can meet and 'satisfy' the customer expectations (EFQM, 1999).

The sole purpose of the existence of an organization is to generate revenues by serving their customers. The primary focus must be on the customer as they are the factor which makes or breaks businesses. If a business or an organization does not have any customers, it cannot survive. Hence customer satisfaction and customer delight are the main factors that a company must pay special attention to. All workings and strategies must be customer driven and molded as per the requirement of the customer. Care must also be taken that the information provided to the customer is accurate and any deadlines that are involved are being met. A dissatisfied customer can cause more damage to a firm just by expressing his feelings to other potential customers. A company can only be as satisfied as their customers.

Discussion

Quality

Quality is one of the most important aspects of any product or service in a business. The term' quality' has a pragmatic interpretation which might refer to the superiority or inferiority of an object or anything. This condition is, in total, perceptual, conditioned and is subjective regarding its interpretation and understanding by different people. There many are a special focus on the quality specification and comparison of the particular product with its rivals in the marketplace. The concept of quality measures the conformance of products to a certain degree of customer satisfaction and to their level of expectation (Milakovich,1991, pp. 195).

There have been various definitions of this terminology created by the management experts and gurus regarding quality. This term constitutes many elements and requires them to meet the standards and expectations of the users. In order to main the dimensions of quality in a product or service, several departments such as maintaining quality assurance, quality control and other related factors have been created and managed in the organizations. Some of them prevent the defects from occurring to the products, while others detect and correct the defective quality of the products and make them come up to the expectations of customers and provide them the utility (Hauser & Clausing, 1990, Pp. 63).

Customer Staisfaction

Customer satisfaction is an outcome of customer expectations and perceived service ...