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Reader questions and feedback on Improve Your Business with Total Quality Management (TQM). Also refer to ISO 9000, Taguchi, Deming, statistics, satisfy customer, suppliers, excellence, success, achievements, Ron Kurtus, School for Champions. Copyright © Restrictions
Answers to Readers' Questions on Total Quality:
Satisfy Customer
The following 10 comments and questions have been sent in. They are listed according to date.
List of first 10 items
- How can I improve the business in my grocery store?
- Difference in service between fast food and restaurants
- Wants more lessons concerning business
- Call center wants to satisfy customers
- How can I improve our business?
- How to measure satisfaction?
- Strategies to Succeed
- How to reduce customer waiting time
- ISO 28000
- Satisfying your boss
How can I improve the business in my grocery store?
Question
June 7, 2009
I am running grocery shop in small town, There is big competitions and limited customers, I like to do something different from others shopkeepers to improve my customers volume, Can you please give me any kind of advertising materiel that i can use and achieve my target...
Thanks from
KHURRAM - UK
17868
Answer
Certainly you need to run your business effectively and efficiently, especially in a small community with competition and limited customers.
The best way to improve your business is to give extra and personal service to your existing customers through going out of your way to satisfy them, even if it means that little extra work. Get to know your existing customers and what they like to purchase in your store. Become friends with them.
It is often good to ask your customers if there is anything they would like improved about your grocery store. If you have several people commenting about the desire for certain product, then try to have that product available for them.
Another thing to do is to become involved in some of the local community activities. You want everyone to know about your grocery store.
If your existing customers are happy about your service and your store, they will tell their friends to shop at your store too.
The very best advertising in a small community is word-of-mouth advertising. That is, one person telling another one a good store your grocery store is.
I hope that helps you improve your business. Let me know how things turn out.
Difference in service between fast food and restaurants
Question
December 11, 2008
Dear Sir,
I would like to ask,what are the similarities and differences on service quality between fast food and restaurant?
thank you.
Mariane - Philippines
16933
Answer
It must be made clear to the customer what to expect in each type of restaurant.
Some fast food restaurants like McDonald's have a standard of service that is supposed to be in every one of their restaurants. Customers are usually satisfied with the service. But many fast food restaurants emphasize speed instead of service and often the servers are even rude.
In a regular restaurant, the customer usually pays more for the food and expects good service and a comfortable atmosphere. But there are some regular restaurants that are poorly run and give service that is not even equal to that in a fast food restaurant.
TQM is about stating the standards you will follow and then meeting the customer expectation of quality of service and food.
Wants more lessons concerning business
Question
February 6, 2007
Its such a great pleasure to have the privilage to your business massages i would like you to send me more information concerning business. I am a Business person who is kind of new in the business world. Thank you in advance.
Jacob - Botswana
13071
Answer
Besides our TQM lessons, we also have lessons on Business and ISO 9000. Going through those lessons will help you in running an effective business.
Call center wants to satisfy customers
Question
December 22, 2005
Dear helper:
I'm working in a call center and I have been looking to collecet information about the best way to deal with customers. My idea is to write a small bocklet that help my partner in work and help the new empolyee to understand the best way to treat customers. I wish that u can help me on this actually I brefer it in my subject as I work in call center where I recive calls from customers that have problems using their net which is Oman Mobile.
I hope to hear from u soon.
regards
SALIM
SALIM - Oman
9449
Answer
It is good to have a booklet that states how to deal with customers who call in. The material should also state the importance that the customer problem is solved and is satisfied after the call.
Customer satisfaction is important to the company, because it means continued business. It is also important to the workers, because continued business means they will continue to have jobs.
A listing of the problems customers have should be kept and addressed by management. Ideally, the products and services provided by your company should result in very few calls. If the problems are caused by an external company, you can still try to help the customer, but let them know it is not your fault. The other company should be notified of the problems and hopefully they will rectify them.
Many call centers collect information on customer satisfaction. You could end each call with a request for feedback on their satisfaction. Perhaps have the worker say, "We like to satisfy our customers. On a scale of 1 to 5, with 5 being the best, how would you rate our effort to help you?" In that way, you can tell if your procedures are working.
How can I improve our business?
Question
November 30, 2005
HI THERE .......
I REALLY NEED HELP WITH HOW CAN I IMPROVE A BUSINESS , I WORK FOR A BIG FRIM IN THE BUSINESS TO BUSINESS DEPT AND WE HAVE A BUSINESS ACCOUNT THAT WE TRYING TO SALE TO CUSTOMERS BUT ITS NOT AS GOOD AS WE WANT ,
SO MY BIG Q IS HOW CAN I IMPROVE THIS (HOW CAN I ATRACT MORE BUSINESSES TO THIS )
THANKS & REGARDS
A.J
IKEA B2B
A.J - England
9162
Answer
Your products should have the quality and reliability that you promise. It is important to know what the customer wants and expects. If you provide the type of product that the customer expects, then they will be more likely to do business with you again. But also, if you include extra service and personal follow-up to make sure they are satisfied, you will not only assure repeat business, but you will also get referrals and new business.
Some customers may have unrealistic expectations and some may misunderstand what you are offering. Although you can try to satisfy them, those with unrealistic expectations are never happy. You can't spent too much time with them. Concentrate on those that are good customers to keep them.
I hope those ideas help you improve your business and sales.
How to measure satisfaction?
Question
May 29, 2005
I WANT TO KNOW, HOW CAN A COMPANY MEASURE CUSTOMERS'SATISFACTION ?
FAHIME - USA
7114
Answer
The biggest indication is if the customers come back and if they tell their friends and associates about the company.
A company can ask the customer to fill out a short survey questionnaire, asking how well they did and if there are areas needed for improvement. Some companies offer a small discount on the next purchase, if the customer fills our the survey. That will also increase customer satisfaction.
Strategies to Succeed
Question
August 11, 2004
What are the Strategies to Succeed in Business With TQM? I'm having a hard time finding it and still, I can't see it. Please help me. This is my Midterm assignment and I am gonna need it tonight.
Arvin - Philippines
3970
Answer
The page http://www.school-for-champions.com/tqm.htm lists all the available lessons.
TQM will help a company succeed by reducing waste, improving work done, and getting more business from satisfied customers.
How to reduce customer waiting time
Question
February 21, 2004
dear sir,
I want clarifications on the reduction of customer waiting time. I am working in a service center and the major problem they are facing is the long waiting time for customers.
sashi -
2465
Answer
When customers wait too long, they become angry and may decide to buy from another company the next time. It is known that customer calls for service often come more often at certain times of the day. Manpower should be available at those times to take care of problems.
By studying how the customer complaints are handled, it is possible to improve the process and reduce the time it takes.
But the bigger issue is why the customers are calling or coming in for service in the first place. That indicates problems in the design of the product and unclear instructions on how to use it. The goal of the company should be that no customers need to seek service. Unforunately, many companies do not try to fix the problems at the root.
ISO 28000
Question
December 2, 2003
thx a lot for your answer
i want to ask you about iso 28000 i didn't found anything about it
thx for your reply
dima -
1447
Answer
The International Organization for Standardization (ISO) has no listing for ISO 28000.
Satisfying your boss
Question
October 25, 2003
why we say that customer is out boss. on the other hand boss gives us salary and he can out us from the job. we have to bear the angryness of the boss and we do not like that any customer would be angry with us .
" WHY WE SAY THAT CUSTOMER IS OUR BOSS"
Zaeem -
972
Answer
Stores have to deal with angry and unreasonable customers if they want to stay in business. Likewise, a worker must deal with an angry or unreasonable boss if he wants to keep his job.
But there are situations where a store owner will tell a customer not to come back, because he causes too much trouble. Likewise, if a boss is too demanding to all his workers, they may go on strike and refuse to work for him. A smart boss will deal with his workers better, in order to get the best work from them.
In some jobs a worker must take order from more than one person. In such a situation, the worker must remember that the person who is responsible for the salary is the true "customer" and is the most important to listen to.
I hope this helps you. Also, when you become the boss, I hope you will deal with your workers in a good manner.
Summary
Hopefully, this reader feedback has helped provide information about TQM issues.
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