The Right Move

Abstract:The inability to accurately measure customer satisfaction adversely affects the ability of companies to link quality improvement to profitability. In order to survive and grow, a company must also be able to determine the return of investment in their quality initiatives. This means developing quality programs by identifying critical quality dimensions as indicated by the marketplace. Firms can then concentrate limited resources on sectors most valued by their customers. Management’s efforts should be focused on long-term objectives, relying on customer satisfaction as the key driver for increasing the net value of the company’s customer …

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I very much liked your less than 50 word synopsis. It tells it all. I agree with the writers that Expected Quality is an unwritten communication with the customer and is intrinsic with the product quality, on-time delivery, price and service. Cheaper, better, faster products are not necessarily Branded products. To become a branded product, not only we need to take all the nonvalue-added cost out of the product, but also be able to supply the product on time with the intrinsic quality expectation of the customer and also Service excellence to exceed the customer's expectation. A branded product is far higher in value to the customer than a commodity product at commodity pricing. Customers are willing to pay higher prices with Branded Product because they know the intrinsic quality, reliability and longevity of service is built in. Companies with Branded products stay financially stable now and in the long-term future. However, the product has to continuously be improved and newer products built to improve the base product designs to delight the customer for further Customer Satisfaction and stay competitive with the market.
--Shahrukh Hiramanek, 08-31-2009

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