Customer Satisfaction and Retention Improved with TQM Strategy

Customer Satisfaction and Retention Improved with TQM Strategy

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Customer Satisfaction and Retention Improved with TQM Strategy

Total Quality Management (TQM) is a customer-focused approach to management that seeks to optimize the quality of a company’s products and services through a continuous improvement process. This strategy involves the entire organization, from top management to the front-line employees, in a concerted effort to improve customer satisfaction and retain customers.

The TQM approach starts with understanding the needs and expectations of customers. This is achieved through regular communication, surveys, and other forms of feedback. The company then uses this information to design and deliver products and services that meet or exceed customer expectations.

One of the key components of TQM is continuous improvement. This involves using data and feedback to identify areas for improvement and making changes to processes, products, and services to deliver better results. The focus is on continuous improvement, not just fixing problems. This is done through a series of small, incremental changes, rather than one-time, major overhauls.

TQM also involves empowering employees to take ownership of their work and to identify and solve problems. This is achieved through training and development programs, clear communication of expectations, and providing the resources and tools necessary to perform their jobs effectively.

Another important aspect of TQM is teamwork. All employees are encouraged to work together, across departments and levels, to identify and solve problems, share ideas, and implement solutions. This collaboration leads to a more efficient and effective organization and fosters a culture of continuous improvement.

One of the key benefits of TQM is improved customer satisfaction. Customers are more likely to be satisfied with products and services that meet their needs and expectations. When customer needs and expectations are met, customers are more likely to be loyal, purchase more products and services, and recommend the company to others. This, in turn, leads to improved customer retention, which is critical for a company’s long-term success.

Another benefit of TQM is increased efficiency and effectiveness. When employees are empowered and have the tools and resources they need to do their jobs, they are more productive and efficient. This results in lower costs, improved quality, and faster delivery times.

In conclusion, TQM is a comprehensive approach to management that focuses on continuous improvement and the satisfaction of customers. By involving the entire organization in a concerted effort to improve products and services, TQM leads to improved customer satisfaction, customer retention, and increased efficiency and effectiveness. Companies that adopt a TQM strategy are more likely to be successful in the long run and better positioned to compete in today’s dynamic and competitive marketplace.

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Excellent Quality 95-100%	Introduction 45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.		Literature Support 91-84  points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.			Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score 50-85%	40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.		83-76  points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.			52-49  points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality 0-45%	37-1 points The background and/or significance are missing. No search history information is provided.		75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.			48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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