Quality Management for Organizational Excellence reflection
Chapter seven covered retention, loyalty, and satisfaction of customers by an organisation by defining a customer, importance of customer satisfaction and retention as well as different procedures for developing a focus on customers. Chapter eight highlighted the concept of empowering employees in the workplace by stating its management, inhibitors and how it should be implemented in different settings. Chapter eleven highlighted on effective communication by defining the concept of communication as a process, its role, and different forms of communication and how to improve verbal/interpersonal communication. Lastly, chapter seventeen about QFD (Quality Function Deployment) defined the concept of QFD, explained the terms “house of quality” in QFD and its application from matrix 1 to 6 (Goetsch & Davis, 2010). The course will help me in the understanding importance of quality approach in aspects of strategic planning of my future business.
Customer loyalty describes the extent to which different consumers are devoted to a particular product or services offered by a specific organization. Not all businesses have loyal customers, but loyalty creation can be achieved by observing some specific policies. I learned that customer loyalty involves the following four significant components. First, customer loyalty can be developed through the performance of the business based on the quality of products/services offered, quality of relationship and even business image in the society. I was amazed to learn that global perception is a component of customer loyalty. Communication refers to the process of conveying the message that reaches the intended target and understood (Goetsch & Davis, 2010 pg. I learned different levels of communications such as one on one, unit level, and company and community level.
My focus was on company level communication level because it is an issue that has failed in many organizations. I never knew the meaning of effective communication until I learned from this chapter that communication is considered effective only if the target understands it. Different inhibitors characterize communication process in an organization, but I learned that they could be overcome through collaboration and cooperation (Goetsch & Davis, 2010 pg. For instance, in chapter eight, I learned the difference between empowerment and involvement of employees. The organisations ought to empower their employees through promoting a feeling of ownership among themselves. Further, I was privileged to learn that effective communication between juniors and seniors in an organization is imported in enhancing understanding of its culture.
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