Analyze customer/client expectations for your employer
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Analyze the customer or client expectations for your current employer or department. If you are not currently employed you may analyze an organization in an industry or field where you might like to be employed. Respond to the following questions:
What are the customer or client needs or expectations?
What operational systems are used?
What total quality management processes or systems are used?
To what extent are total quality processes employed?
How do these systems or processes enable organization to meet customer or client needs
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Solution Summary
What are the customer or client needs or expectations?
What operational systems are used?
What total quality management processes or systems are used?
To what extent are total quality processes employed?
How do these systems or processes enable organization to meet customer or client needs
Solution Preview
This is what I know about Demoulas Market Basket Inc., a New England based grocery store chain:
1 .The customer/clients' needs are to buy quality groceries at a good price. The expectations are good, quality, efficient and quick customer service both in the store and at the checkout and a lot of varieties of items to choose from in the store geared to meeting their individual shopping needs and wants.
2. The operational systems that are used are all three. The first, is to generate recurring income for the Demoulas family which owns the company (This not only done by selling groceries, but also from the fact that it owns many of the plazas where the stores are also located (making rental income possible too) . The second is to secure value and income for the company (which is done by shopping around for prices from wholesalers and the land where they rent (or more often own their stores' ;locations) and the last one is to increase the value of the assets the business owns (This is done by seeing possible and likely future real estate trends about where they buy their property (and hence locate the stores), but also by using the cost/benefit ratio of equipment to production/profits.. These are their three operational systems which are used.
3. What total quality management processes or TQM systems are used? According to Deming's 14 points and my knowledge and findings, the following numbers are used; ...
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