Calculating the return on quality
Article Abstract:
The key issue which management needs to address is how to make justifiable decisions on quality expenditure. Attaining quality costs money, but it also results in customer satisfaction and service quality. A report submitted to the Marketing Science Institute provides a technique on determining the return on quality (ROQ). Based on the ROQ approach, results come in the form of customer satisfaction, customer retention, market share and earning capacity. The relationship between spending level and change in satisfaction is measured on a managerial level, after which market testing is conducted. When the relationships are calculated, the ROQ becomes statistically measurable.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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ISO and total quality
Article Abstract:
Customers, professional organizations and legislative bodies have been constantly pursuing the implementation of International Standards Organizaation (ISO) standards among companies. ISO certification means that a functioning quality assurance system is in place. The efforts expended at achieving ISO standards should be a part of the total quality management (TQM) process. ISO 9000 is a set of guidelines which calls for a documentation of the quality assurance operations of a certain company. Its aim is to ensure that consumer requirements are constantly answered. ISO certification is only one of the alternatives which the company must take towards total quality.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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Quality planning and the communication plan
Article Abstract:
Quality management involves the entire workforce in achieving the objectives of the organization. If an organization acts as one towards a common goal, the more effective it becomes in fulfilling its mission. However, large complex organizations usually encounter difficulties in acting in unison due to multiple constituencies, varying educational levels and values and ambiguous leadership. This is where a good total quality management (TQM) should enter the picture. TQM involves training, quality planning, problem solving, management involvement and reward-giving. An effective communication plan can be the tool with which resistance is defused.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
User Contributions:
Comment about this article or add new information about this topic:
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