term paper on quality management and customer focus

I am looking for assistance with the following term paper for a Quality Management assignment. Prepare a term paper on one of the quality management tools from the course and show examples of how it is currently being used by businesses. Highlight any benefits or detriments as a result of the tools. Plan on using at least one book from a library, a personal interview and any additional sources (minimum of 4 resources). One of the most important principles of quality management is customer focus. I am looking at the chapter in the course regarding “Customer Focus” Customers are the driving force behind business. The first step for an organization to become customer focused is to understand who the customers are. In order for an organization to experience long-term competitive success, the organization has to develop & implement strategies that will satisfy customers and appreciate loyal customers. This term paper will focus on customer service; the part customer service plays in organizational success, and customer satisfaction.

Module Objectives for the Term Paper

  • Explain how quality is a significant in determining the long-run success of an organization.
  • Discuss key customer service practices.
  • Describe how customer satisfaction, customer engagement, and customer dissatisfaction can be measured.
  • Readings and Resources

    • Read chapter 3: Customer Focus
    • Customer Service: It’s the Thought That Counts by Lisa Terry. This article focuses on how companies are using customer engagement technologies to inform, educate, and interact with customers.
    • Cutting Costs While Delighting Customers from Inbound Logistics website. This article focuses on implementing supply chain strategies to
    • lower costs while improving customer service.
    • Submission: The term paper should at least 5-6 pages excluding title, and reference page, and 4-5 paragraphs in length per page, not including the title or reference pages, and include an introduction with a thesis statement and a conclusion that summarizes the main ideas. Each paragraph should have a topic sentence supported by 3-5 sentences that offer additional details, explanation, and examples. The essay should be free of errors in grammar, sentence structure, and other mechanics.

    The book related to this course is Managing for Quality and Performance Excellence 10E James R. Evans & William Lindsay

 

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