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8 quality management principles of ISO 9001:2008.
8 quality management principles of ISO 9001:2008.
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Author(s) :
Vahid Nabavi, Majid Azizi and Mehdi Faezipour
Purpose / Aim of Study :
The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP) - based method for measuring the customer satisfaction index (CSI). AHP based method is based on paired comparison and allows managers to measure and compare various options. This will be useful to those who wants to have an ISO 9001 quality management system in his or her organization. In aiming of attracting new customers and retaining the existing customers, this study has tried to examine the effects of quality management system implementation, based on the requirements of ISO
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Theory : No theory is used in this study.
Research Methodology :
This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaire and assessed with EXPERT CHOICE 11 software. In order to conduct research and to examine the effects of implementation of ISO 9001 on customer satisfaction, various measures have been taken. The measures include (1) identification of the criteria affecting customer satisfaction with the studied product which is kitchen worktops. In this measure, 19 criteria affecting kitchen worktops customer satisfaction were
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Moreover, ISO 9001 quality management system increased the customer satisfaction index within the 11-month period of this study. Some of the actions taken by the company studied to improve product quality, were by using imported resources which have higher quality. It also apply continuous quality control through implementation of a quality control department, and recruit educated staff, which then have had a negative effect on customer satisfaction with the product price. However, the increased cost of importing raw materials and the problems arisen from political conditions have not been affective. Also, low-risk short-term economic benefits regarding new investments for increase production and the achievement of new markets could affect the decisions of senior management and, despite the customers’ satisfaction with the payment terms, provide the necessary financial resources through hardening payment terms. In order to assure the effectiveness of the system towards customer satisfaction, a strategic decision from top manager is needed. This indicates that the implementation of quality management system alone does not ensure the efficiency, and the support from top manager also has an important role in meeting the customer
1. Nowadays, in terms of severe rivalry, UPS company tries to implement the strategy that will be able to guarantee its success and gradual improvement of the quality of company`s products and services. That is why, nowadays the company works in accordance with the main principles of the Total quality approach. There are several main reasons for this choice. The first obvious reason is that being the world`s greatest franchisor of retail shipping and business centers, the company needs constant development and improvement in order to remain competitive and hold leading positions. TQM (Total Quality Management) implies the usage of various means and remedies in order to improve all spheres of activity of the company, which results in significant
The Quality Plan (QP) proposed incorporates the philosophy of quality derived from many quality disciplines including Total Quality Management (TQM), ISO-9000, and Six Sigma, among others. The QP is comprised of three high level processes: Quality Planning, Quality Assurance, and Quality Control. As with other aspects of our proposal, the approach inherent in these three processes is highly proactive. The QP focuses on prevention rather than inspection because we recognize that it is more costly to fix rather than to prevent errors.
I enjoyed reading your perspective on health care quality and the comparison that our social, personal and work life needs continuous improvement just like the health care industry. In addition, I agree with your examples on how Managed Care Organizations (MCOs), State Medicaid Agencies, Accountable Care Organizations (ACOs), and Federally Qualified Healthcare Centers (FQHC) used quality improvement measures to improve health outcomes.
According to this research the customer satisfaction and service quality is vary from different sectors. If dimension are different but customer satisfaction is same for all services and products. In this report I want to draw a conclusion to point out how relationship is different in different sectors. Here we are dealing with different organization of the same sector, the customer satisfaction is depends upon the services, product quality, delivery time etc.
In summary, ISO 9001 strengths the ability of organization in automotive industry for quality assurance to create an effective quality management system and enables the system transparence for partners and third parties.
With Product Quality, the responsibilities of a business are simple. Develop a low cost, high quality product that withstands the normal limitations of it’s use. Quality can be defined as doing the right thing, the right way, the first time, and every time. It is important that this is understood from both the consumer and the business perspective. In short, the product will meet customer expectations, priced appropriately, and delivers as advertised. Within the business, producing a product the right way is the most effective, efficient, lowest cost and most valuable way to produce quality results, the first, and every time. Furthermore, product quality implies that all standards are met, with minimal repercussions of poor quality, reducing the amount of rework and waste. As such, businesses who develop products of poor quality are either failing to do the right thing, or doing the right thing, the wrong way.
Total quality management represents both a social revolution in the work place and a rigorously effective approach to professionalism and success. Total quality management is a management system that is an integral part of an organization's strategy and is aimed at continually improving products and service quality so as to achieve high levels of customer satisfaction and build strong customer loyalty .In other words, the true Total Quality organization will eliminate all competition other than from other Total Quality giants. Many companies have benefited from an emphasis on TQM; however, it does require a considerable amount of company wide commitment to be successful . The customer doesn't know what is technically or organizationally feasible. So the key, challenge to a competitive organization, is to raise the expectations of the market place by providing goods and services at quality levels higher than those offered by the competition.
TQM is a system of continuous improvement of work processes to enhance the organization’s ability to deliver high-quality products or services in a cost-effective manner [2]. The focus of TQM is to improve customer satisfaction and reduce waste [3]. Customers include ...
The important relationship between Quality and Profit is paramount in terms of sustainability, performance and long term success. Producing a high quality product at the lowest cost possible ensures this success is achievable. Organisations can only realise this relationship by means of measuring their performance in delivering the product to the customer. Measuring the cost of quality provides information about the financial consequences of adopting quality improvement programs.
Total quality management focuses on customer value, its leading ideology is "customer satisfaction and recognition is the key to win the long term market, to creating value.”. Therefore,Total quality management requires a customer-centric approach throughout the enterprise business process management, all aspects should firmly establish the "customer first" thinking, not only to produce inexpensive products, but also provide extensive customer service, so that the business can achieve and exceed customer’s needs and expectations. Samsung has also developed a strong customer-focus which emphasises on understanding needs and wants of the future. “At a macro level, Samsung tries to understand the behaviour of consumers in particular country by sending staffs to attend MBA programs at the local universities worldwide. These "Country Specialists" also establish a vast connection with many business leaders and potential business partners. At micro level, they gather the customer preferences and incorporate them into the product design through a method called "Quality Function Deployment”. Samsung always puts the customers growing and expanding opinions and interest first and so they are focused on the discovering of customer needs, and how they can bring value to customers, always respect and care for their customers. Another contributing factor withinSamsungs Quality Management is that the company does product research and design based off of their customer’s perspective. Samsung constantly improve their service system, improve service speed and quality, in order to increase customer satisfaction and promote customer
Quality is a very important thing in an organization; therefore it is not possible to improve the quality of a product or service substantially without major changes in all aspects of the organization. Because quality is so important if changes aren’t made throughout the organization the output of the product will no be very successful. Everyone in the organization plays a major role in the out come of its products.
Total Quality Management (TQM) is the art of managing the whole to achieve excellence. It is a continuous effort of management along with the employees of an organization to improve the quality of products and services. It holds the belief that all employees should collaborate with each other to produce high quality products and services in order to meet customers' demands and satisfaction. Everyone within an organization plays an essential role in achieving overall customer satisfaction. A successful business should provide high quality products and services to the customers. It can be achieve by focusing on continuous improvements in every aspect of an organization (e.g. processes, systems, people, suppliers, partners, products
Quality management is a structured approach to organizational management that seeks to improve the quality of products and services through continual refinements in response to continuous feedback (Gharakhani, 2013). Thus, it necessitates the consistent application of the appropriate human and technical processes, tools and techniques. A strategic quality strategy will be effective only through long-term commitment and dedicated application by executive management and all employees (Gharakhani, 2013). The purpose of this paper is to converse on implementing successful quality improvement practices within organizations to help achieve viable quality management. Further, this paper also highlights the conditions that must be in place such as
Quality is any aspect of the product, including the service included in the contract of sales, which influences the demand curve, R.Dorfman & P.O.Steiner (1954). For this research the researcher has used three elements that are, freshness of the product and variety & availability of the product, as these elements helps the hypermarket to server different kind of taste and preference to their
In food and beverage industry, product quality is one dimension that could able to judge by the consumers after the dining based on the taste of the food, the freshness of the food, the presentation and portion size (Brotherton, 2008). Product quality also often see from the attribute performance of the product. (Reid & Bojanic, 2012). The food suppliers have to understand the consumer's perception on the quality products since the quality product would be the impact on what the customers paying for and their repurchase intention the products in future (Grunert, 1997). Product quality would defined also excellence and for instance, the customer's perceived quality would defined as the judgemental of the customers towards the product quality either failed or success after experienced the products (Zeithaml, 1988). The product quality is defined as the tangible products and also the customers use the product quality to measure the output (Baker and Crompton, 2000).