Customer Satisfaction Management System Establishment by Quality Management Activity

Article

Moon, J.H.   (2000, ASQ)   LG MMA Corp., Korea;

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18859    September 2000    pp. 1-9
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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: APQO paper

Petrochemical producer LG MMA is bent on providing the best quality and service to its customers. In addition to their ISO 9000 certification and 14001 registration, LG MMA established its companywide MAXPRO program to further its quality efforts, emphasizing quality management and customer satisfaction. The MAXPRO TEAM is charged with quality control, production engineering, and process improvement. Specific activities include customer satisfaction management and surveys, quality circle activities, employee satisfaction efforts and an employee suggestion system, skill development, logistics improvements, and overall quality management efforts. The MAXPRO TEAM has been instrumental in promoting and implementing significant changes throughout the company and its facilities, and recognizing and rewarding employees for their commitment to total quality, customer service, and safety. Over the team's short history, the company has enjoyed financial results rise rapidly from debt to strong profit.

Keywords

Chemical and process industries,Customer satisfaction (CS),Customer service,Quality management (QM),International quality study (IQS),Quality circles,International case study


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