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Essay / Research Paper Abstract
A 6 page paper discussing how poor customer service can affect a business. As the “father” of Total Quality Management, Deming replaced inspectors with customers. If customers hold the most influential position on the assembly line, then it follows that customer service is a crucial part of any company’s business. The thesis here is that the customer service department has the ability to affect the reputation of the business. The astute business ensures that reputation is and remains a positive one. Bibliography lists 8 sources.
Page Count:
6 pages (~225 words per page)
File: CC6_KSmktgCustServ.rtf
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Unformatted sample text from the term paper:
As the "father" of Total Quality Management, Deming replaced inspectors with customers. If customers hold the most influential position on the assembly line, then it follows that
customer service is a crucial part of any companys business. The thesis here is that the customer service department has the ability to affect the reputation of the business.
The astute business ensures that reputation is and remains a positive one. Introduction As
the "father" of Total Quality Management (TQM), Deming (1986) replaced inspectors with customers. His work was focused on manufacturing, and his conception of the assembly line was that workers
"did it right the first time," and the one who would judge whether they had done it right or not was the customer. Many tried to translate that message
to one of zero defects, which was only a small part of the larger picture. People purchasing an item have a right to expect it to work. Zero
defect work was nothing more than minimum acceptable standard. When something does go wrong with any product or service, however, the company providing
it needs to ensure that it addresses the problem as eagerly as it accepted the sale. The customer service department of any business has the ability to greatly influence
the companys reputation with customers. The customer will see the entire company in the same way that it sees the customer service department. Clearly, that perception needs to
be a positive one. Research Focus This paper will examine the relationship between quality, function
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