TQM Strengthens Customer Relations, Boosts Retention

TQM Strengthens Customer Relations, Boosts Retention

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TQM Strengthens Customer Relations, Boosts Retention

Total Quality Management (TQM) is a management philosophy that aims to continuously improve the quality of products, services, and processes in an organization. By focusing on customer satisfaction, TQM strengthens customer relationships and boosts customer retention.

TQM involves the active participation of all employees in the organization, from top management to the front-line workers. The philosophy emphasizes the need for continuous improvement, the use of data and facts to drive decision making, and the creation of a culture that values customer satisfaction.

One of the key components of TQM is customer focus. TQM organizations understand that customers are the lifeblood of the business, and they make every effort to understand their needs and preferences. This helps organizations to design and deliver products and services that meet or exceed customer expectations. When customers feel that their needs are being met, they are more likely to continue doing business with the organization, resulting in increased customer retention.

TQM also helps organizations to identify and address areas for improvement in their processes and services. By using data and facts to drive decision making, TQM organizations can continuously monitor and improve their products and services, ensuring that they remain relevant and competitive in the marketplace. This not only strengthens customer relationships, but also helps to increase customer retention.

Another important aspect of TQM is employee involvement. By empowering employees to identify and solve problems, TQM creates a culture of continuous improvement. This encourages employees to take ownership of the quality of their work, resulting in higher levels of customer satisfaction. When employees feel valued and empowered, they are more likely to be engaged and motivated, leading to improved performance and better customer service.

TQM also helps organizations to develop and maintain clear, effective communication channels. This ensures that customers receive accurate and timely information about products and services, and that their concerns and feedback are addressed promptly. Clear communication helps to build trust and credibility with customers, strengthening customer relationships and increasing customer retention.

Finally, TQM promotes a culture of teamwork and collaboration. By encouraging employees to work together to achieve common goals, TQM helps organizations to build a sense of unity and purpose. This creates a positive work environment and fosters a sense of loyalty and commitment among employees, which in turn, leads to improved customer service and increased customer retention.

In conclusion, TQM is a powerful tool for strengthening customer relationships and boosting customer retention. By focusing on customer satisfaction, using data and facts to drive decision making, empowering employees, promoting clear communication, and encouraging teamwork and collaboration, TQM helps organizations to continuously improve the quality of their products, services, and processes, ensuring long-term success and customer loyalty.

RUBRIC
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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