No news is bad news

Article Abstract:

Complaints are an indispensable part of conducting a business since no service or product is perfect. However, a quality strategy can be used as a source of information for the company if these are collected and analyzed in a structured way. Suggestions on how best to regard customers' complaints are given, starting with the entire organization's commitment towards making the plan a success. Companies should also deal with complaints through a formal process, and any data received should be studied. Lastly, the company should be able to identify and solve the problem before any complaint is filed.

Management, Customer satisfaction, Consumer complaints

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Capturing the customer's voice

Article Abstract:

A company must be made aware of what its customers think about it. With this knowledge, the company can improve its performance. However, gauging what the customers think about one's company is a process which should involve performance quality measurement (PQM). This process is comprised of several steps, with the aim of being able to measure the customer's views about the company and providing the entire organization the rationale and results of the PQM. With the staging of a successful PQM, the company can move to competitive strategy, strategic quality planning and resource allocation.

Usage, Customer relations, Performance standards, Job performance standards

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Focusing on customers

Article Abstract:

Customers are very much a part of the business. Proper customer care translates into more customers buying more products and spreading the news to their network of friends. At the Manufacturing Leadership Summit held in Jun. 1994, reasons on why customer focus should be increased are provided. A few obstacles which are to be eliminated to pave the way for an improved customer focus are also presented. It was concluded that customer care should be every company's main focus.

Customer service

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