TQM

Question 1

Total quality management ]

organization-wide philosophy with core values:

Answer 1

1. Continually improving the quality of product & services.
2. Quality of processes (amenities, process, online)
3. To meet and exceed customer expectations.

Question 2

8 principles of TQM

Answer 2

1. Focus on the customer
   -designing products/services that meet or exceed customer expectations.
   -service, attribute, functionality, convenience, means information of product received (team up with customers)
2. Involve all employees
   -all people involved in operations to meet their goal.
3. Center on the process
   a. Evaluating data on client purchases.
   b. Monitors the website continually
   c. Evaluates how long booking takes
4. Integrated the system
   -whole process fit together & provide great experience.

Question 3

8 principles of TQM

Answer 3

5. Approach improvement strategically.
   -products (tested & developed, ensure quality)
6. Improved continuously)
   -continuous improvement product & services.
7. Facts based decision making.
   -collection of right data
8. Communication
   -encoding, decoding, response.

Question 4

5 components of customer oriented strategy

Answer 4

1. Get customer feedback often
2. Use the feedback to set the goals
3. Monitor social media feedback
4. Encourage compassion
5. Get sales and customer service to collaborate

Question 4

Advantages of customer orientation to a business

Answer 4

1. Increase profitability
2. Decrease cost
3. Improved customer satisfaction

Question 5

Measure how company’s products, services, and overall customer experience meet customer expectations

Answer 5

Customer satisfaction

Question 6

5 ways to satisfy customer needs

Answer 6

1. Get to know your customer’s needs
2. Develop an in house customer first culture
3. Customize the customer experience to meet your customer needs
4. Optimize the customer experience-beyond happiness
5. Measure and improve customer satisfaction surveys & feedback

Question 7

5 reasons why customer satisfaction is Important

Answer 7

1. Increase customer churn
2. decrease negative word of mouth
3. Retaining customers is cost effective
4. Repeat customers
5. competition differentiator

Question 8

7 principles of customer satisfaction

Answer 8

1. Support customer as a team’
2. Listen to customers share their feedback
3. spend time building relationships
4. be honest about what you don’t know.