TOTAL QUALITY MANAGEMENT-Customer Satisfaction

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]

[object Object],[object Object],[object Object],KANO MODEL

[object Object],[object Object],[object Object],[object Object],[object Object],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]

TOTAL QUALITY MANAGEMENT-Customer Satisfaction

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