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TQM Feedback

by Ron Kurtus

Readers have sent in a total of 211 comments and questions on TQM issues. They are listed according to date.

You can read them to further your understanding of the subject.



List of next 15 letters

Title

Topic

Country

Do companies pay for shipping costs on returned items? Complaints Canada
 
Feels information on Sambo's quality was inaccurate Restaurant Quality USA
 
Scope of TQM in India Principles India
 
Wants to know more about organizational behavior Principles India
 
How can Poka-Yoke help achieve zero defects? Poka-Yoke India
 
What is a share offered to the public called? Principles Nigeria
 
What is company does not do audits? Complaints South Africa
 
How do you complain about poor services and goods? Complaints Thailand
 
What are types of comp[laints? Complaints Botswana
 
How to handle complaints? Complaints Botswana
 
What are profit motives? Principles Tanzania
 
How to achieve zero complaints? Complaints Philippines
 
How to improve a failing company? General Singapore
 
Do you know about online business? Complaints England
 
How do you deal with a complaint in a hotel? Complaints Vietnam
 

Next 15 letters

 




First 15 letters


Complaints

Do companies pay for shipping costs on returned items?

February 23, 2008

Question

Your writings on customer satsifaction were found to be helpful. If a customer is disatsified with a product for any reason, the first thing they do is request to return the product to get their money back. Should the company reply yes and refund everything including the original shipping cost paid to send the order to them?

zeinab - Canada (15421)

Answer

Many companies will refund everything, including the original shipping cost. This results in high satisfaction of customers who will not hesitate buying from the company again.

These companies also keep statistics on what percentage of products are returned where they must also pay for all the shipping costs. They add that amount--which may be a very small amount--to the original cost.

They also keep track of customers that often return items and have the option of refusing to do business with such a person.

If many customers return a specific product, it is wise for the company to pull that product from their catalog.

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Restaurant Quality

Feels information on Sambo's quality was inaccurate

January 11, 2008

Question

Your information about Sambo's Restaurants is inaccurate. There were in fact, strict quality control practices in place and a management training facility to ensure that their quality standards were taught and practiced. The downfall of Sambo's restaurants was due to many factors, quality was not one of them.

ken - USA (15107)

Answer

Thanks for your feedback. I have added information about the civil rights protests against the Sambo's name as part of the reason for the downfall of the company.

But even before that, customers in other states were complaining about the quality of the food and service in Sambo's restaurants that were further away from the home office. Some of those restaurants may have been exceptions, but it does show the difficulty in maintaining quality control in large chains, even with strict rules and good training.

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Principles

Scope of TQM in India

December 8, 2007

Question

I would like to know about the scope of TQM in india.

revathi - India (14934)

Answer

Many companies in India employ TQM or variations of the methods. Any company with a quality control or quality management department probably use TQM. You might check with TQM consultants and quality control associations in India for statistics.

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Principles

Wants to know more about organizational behavior

December 7, 2007

Question

Dear sir,
your web site is really great. It contain lot of information TQM. Sir i want to know more about organization behaviour, as i am i student of psychology.
And i really like ur mini-quiz. please send me more quiz.

thaking you
yours truely
RIHAMA KIDWAI
M.A.(F)
PSYCHOLOGY
STUDENT OF A.M.U.

ruhama - India (14923)

Answer

The study of organizational behavior is important in an area such as TQM, since it is necessary for management to motivate the workers to follow the principles. Also, middle management may see the value in a good quality program, but upper management may not see how they can profit from such a program.

Some companies and organizations may form an internal culture that advocates teamwork and high-quality work, while others may be dysfunctional and not only produce poor goods but also have much bickering among the members. The definition of the organization culture is often based on the philosophy and values of the leader that is defined and stated to the workers.

Organizational behavior is a wide-ranging subject and a worthwhile direction for a student of psychology. Best wishes in your studies

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Poka-Yoke

How can Poka-Yoke help achieve zero defects?

October 16, 2007

Question

Hello !

My company is the manufacturer of Circlips , Washers etc . We manufacture our products in huge quantity also in good QUALITY. For instance out of 40k circlips only 40 peices are defective, so how can poka yoke philosphy help me ,is there is any kinda format to follow and kindly also tell me how can i implement in my plant to get zero defect ?

Warms Regards

Arpit - India (14554)

Answer

Although 1 defect per 1000 parts is good, it is not outstanding quality and results in a loss in profits to your company. The goal should be a 6-sigma failure rate of less than 4 parts per million. Obviously, zero defects is impossible, but 6-sigma is achievable.

You need to examine where in your manufacturing process most of the failures occur. If a problem area is in human error, such as forgetting to make an alignment or missing a step, the Poka-Yoke concept can be used to assure people cannot make those errors.

Increased maintenance on machinery that make your parts can be cost effective if the cause of defects is from worn parts of such.

Using variability reduction, where you are aiming at perfection, as opposed to falling within tolerances is also an effective method.

Note that in all cases, you need to statistically analyze where the problems occur, so that you can correct them.

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Principles

What is a share offered to the public called?

October 4, 2007

Question

Hi,best wishes to tqm for a fantastic job.my question is: what is share offered to the public called?

hammed - Nigeria (14477)

Answer

Companies need financing to operate and purchase supplies before they can produce quality goods. A Public Offering is a case of selling Shares in the company to investors in the general public. They then become partial owners in the company.

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Complaints

What is company does not do audits?

September 23, 2007

Question

WHAT HAPPEN IF THE COMPANY DOES NOT DO THE INTERNAL AUDITS ON SCHEDULE OR THEY ARE NOT AT ALL?

SIPHO - South Africa (14431)

Answer

If a company is required to do internal audits to maintain their ISO 9000 certification, and they do not fulfill the requirement, they may lose that certification.

If a company had decided to do internal audits as part of a quality program, and they do not do the audits on time, the manager in charge of those audits should be held responsible. It is possible that upper management had decided to save money by not doing the audits or that other factors resulted in the change of policy.

In either case, it is worthwhile for a company to make sure their quality is sufficient through the use of audits.

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Complaints

How do you complain about poor services and goods?

September 11, 2007

Question

Please explain and give me tips for speeach when we conduct a meeting and would like to complain about the services and product which not meeet our requirement.

Best Regards,

krich - Thailand (14379)

Answer

Before you meet with people to complain about services or a product that did not meet your requirement, you need to define to yourself what you plan to achieve from the meeting. You may want to have a corrective action taken, such that you will get the goods that meet your specifications. Or you may complain because you want a refund for what you bought. Or you may simply want an apology.

Always be polite and realize that the person you are speaking to may not be responsible for the problem. Do not make it a personal attack on the person or show anger. Instead present yourself firmly, as if you mean business. Say something like, "I am very dissatisfied with the service and product I received. I assumed that a good company like yours would have quality goods. I would like to either get my money back or have the problem resolved."

If they want your business, they will try to accommodate you. But some companies have so much business or are so poorly run, that they don't care if you do complain. In such a case, it is good to have something to back up your complaint. If they don't respond, you can threaten to report them to government business authorities or such. Unfortunately, if a company does not care, even that will not help.

But in most cases, a complaint will result in good action.

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Complaints

What are types of comp[laints?

September 11, 2007

Question

I WANT TO KNOW VARIOUS TYPES OF CUSTOMER COMPLAINTS ?
WHY DO THESE COMPLAINTS ARISE ?
WHAT IS THE NEED TO HANDLE SUCH COMPLAINTS

LESEDI - Botswana (14380)

Answer

Customers will complain about a product or item they bought that was defective. They may also complain about poor, slow or rude service they have received from salespeople.

Some customers are repeat complainers who are trying to get something from the company. The motto of a business should be: "The customer is always right...once." That means that the complaint must be taken care of, unless the person has a reputation for complaining multiple times.

Handling a complaint of a good customer will result in improving the company practices and having a happy, repeat customer.

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Complaints

How to handle complaints?

September 11, 2007

Question

HOW TO HANDLE COMPLAINTS?
ARE THE CUSTOMERS HAPPY WITH THE COMPLAINT RESOLVING PROCESS?

LESEDI - Botswana (14381)

Answer

A company should listen to a customer's complaints and then agree to correct the problem. They should satisfy the customer, even if it means a loss in profit for that transaction. If the company uses information on complaints to correct the way they do business, they will actually increase in profits in the future.

If the customer has the complaint resolved in a positive manner, the customer will be happy. But if the complaint is not resolved--even if it is somewhat a fault of the customer--there is the risk that the person will tell many other people about it, bringing bad publicity to the company.

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Principles

What are profit motives?

September 3, 2007

Question

PLS CAN YOU HELP THIS QUESTION?
1;WHAT IS PROFT MOTIVES
2;WHAT ARE THE FACTOR AFFECTING ORG IN BOTH ECONOMIC AND MACRO ECONOMIC
3;WHAT IS MARKET STRUCTURE AND HOW ITS WORKS?

MSAFIRI - Tanzania (14336)

Answer

These are really questions concerning the field of Economics. TQM concerns how to make a business more efficient.

One motivation to operate a business is to make a profit. Economic factors include cost of financing, production, delivery and marketing, as well as sales and profits.

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Complaints

How to achieve zero complaints?

August 2, 2007

Question

Our company objectives of customer complaint is zero customer complaint,
My question is what are the action taken to achieve this zero customer complaints.

Evan - Philippines (14144)

Answer

You need to obtain customer feedback in order to find out what your company is doing well and areas that need improvement. A good idea is to have a suggestion/comment form that the customers can fill out. Some companies offer a small reward to encourage suggestions.

Some comments will be positive and some suggestions may sound like possible complaints. You can then correct that problem are and give the customer feedback.

This type of communication will soon result in minimal complaints and will improve your business. Note that zero complaints is impossible, because some customers simply like to complain for no reason.

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General

How to improve a failing company?

July 19, 2007

Question

Problem
1.A company,which faces a lot of quality issue,intends to engage you to provide
consultancy on how to improve the quality of product.Some of the quality issues are late product delivery,customer complaints,low moral among the employees,and increasing employee turn over.The company Ceo heard about TQM,SQA and QS9000.He throught that one of the systems would help the company to improve the product quality.You need to prepare a report to brief the CEO about the system.The report shall include the following.

2.Explaining what is TQM(or SQA or QS9000),

3.Describing the TQM (or SQA or QS 9000)principles and concepts,

4.Describing how these principles and concepts will be applied in the company,

5.Describing how the company can implement the system.

6.Identifying types of possible problems to be faced by the company,and how the company can overcome the problems

7.Stating the benefits which can be gained from the system,

zin - Singapore (14093)

Answer

A company CEO should first apply ISO 9000 or QS9000 to make sure their company is operating as it should. That would solve many problems such as late delivery and such.

See our section on ISO 9000 at:
http://www.school-for-champions.com/iso9000.htm for more information.

Then, they should apply TQM principles to improve the quality of their products, customer satisfaction, and worker participation in making the company strong.

The major problem is that any company that has the problems mentioned primarily has problems with their upper management. For example, low moral and worker turnover is not caused by the workers, but it is a result of poor management. Unfortunately, ISO 9000, TQM and other quality improvement programs first require upper management to buy into the programs and honestly seek changes.

Read our section on TQM for more information.

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Complaints

Do you know about online business?

June 13, 2007

Question

Do you know about business online?
If yes can you help me?

yusaf - England (13928)

Answer

We have a section on e-commerce that may help you at:
http://www.school-for-champions.com/ecommerce.htm

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Complaints

How do you deal with a complaint in a hotel?

June 4, 2007

Question

Dealing with complaint about service in hotel

hai - Vietnam (13875)

Answer

It is important for the hotel to get feedback from customers and to deal with them immediately. They should talk to the people or send them a letter of apology. Then correct the problem, so that it does not happen again.

If it is a service problem that has happened many time before, offending workers may need to be let go or trained to give better service.

Many hotels will offer a free stay at the hotel for the people that complained. Although that costs some money, in the long run it creates such good will that the people will recommend the hotel to their friends.

Of course, there are people who try to complain as an effort to get something for free. But there aren't many of such people.

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