Value of quality in relationship to customer satisfaction wi
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Select an organization from one of the following industries:
1) Manufacturing
2) Service
3) Non-profit
4) Government
Prepare a paper in which you explain the value of quality in relationship to customer satisfaction within the organization. Provide a matrix comparing the commonalities and differences in quality among customer service in another organization in one of the above industries. Include a description of customer-driven quality and assess the importance of participatory management as it relates to quality.
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Solution Summary
We will chose one organization from the service industry:
Mobile service provider T-mobile (telecommunications industry in USA)
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We will chose one organization from the service industry:
Mobile service provider T-mobile(telecommunications industry in USA)
The value of quality in relationship to customer satisfaction cannot be undermined in today's competitive world, where all companies are racing against each other in creating more loyal customer base. A quality product or service along with prompt and responsive customer support by companies, especially in the services sector arena such as telecommunications, is extremenly important in enhancing customer satisfaction. This will, in turn, will lead to an increase in the loyal customer base, more referrals and better profitability.
In services industry, it is easy for the customers to switch off to another service if they are not satisfied with one. Even though telecommunications industry in USA, there is a trend among companies like T-mobile to lock in customer for a certain period, say a year, after subscribing to their services, it is imperative for them to give their customers a great wireless experience in this period. This will encourage the customers to be with the company for life time and refer more people to join the company's network.
In today's ...
Education
- BCom, SGTB Khalsa College, University of Delhi
- MBA, Rochester Institute of Technology
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