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Chapter 2: Leadership
The chapter 2 discuss the essence of Leadership in implementing quality
standard. It defines the actions and characteristics of an effective leader in
relation of quality system. As mention by D.H. Besterfield, leadership is a
basic need, wants, interest and abilities. He proposes the following actions of
a leader that should be seen every time:
a) Leadership effectiveness- Clear distinction of leadership action in the
workplace
b) Customer-driven quality- ensures that products and services are made
based on the quality standards of the company.
c) Leadership- Actions must lead everyone to a common goal, quality
d) Continuous Improvement- seeks new solutions to improve ones
product
e) Employee Participation and Development- everyone in the organization
must share a common development towards the product and service
they deliver to the customer.
f) Fast Response- provides the customer a reliable action towards their
inquiry to the product
g) Design Quality and Prevention-
h) Long-Range Outlook- the company envision their long term action
i) Management by fact-
j) Partnership Development
k) Corporate Responsibility and Citizenship
Chapter 3: Customer
This chapter discuss the most important asset of every business, the
customer. Customer is the one who buys the product and services of the
company, thus, plays an integral part of generating profit.
Customer satisfaction must be observed at all time, giving emphasis on the
capacity of the company to exceeds customer needs.
Every customer needs to be treated based on their perception towards the
product and service.
Customer service is defined as the set of activities that a business
organization uses to win and retain customers satisfaction.
Its elements are organization, customer care, communication, front-line
people and leadership.
Moreover, Kano model was introduced with provides three major areas of
customer satisfaction namely: explicit requirements, innovations and
unstated and unspoken requirements.
Based on the customers perception of important factors that influenced
a. Performance-
b. Features- these are identifiable attributes of a product or services that
are based on psychological, time-oriented, contractual, ethical, and
technological.
c. Service or customer service- it gives the customer an added value, also
known for intangible characteristics.
d. Warranty- it represents a business organizations public promise of a
quality product supported by a guarantee of a customer satisfaction.
e. Price- customers are willing to a spend a higher price to obtain value.
f. Reputation- total customer satisfaction is based on the entire
experience with the business organization, not just the product.