Quality Management in Business

QUALITY MANAGEMENT
IN BUSINESS
TASKS 2 AND 3

TABLE OF CONTENTS
TASK 2
2.1 Customer satisfaction
2.2 Continuous improvement
2.3 Type of added values to be gained
2.4 Importance given to effective marketing
TASK 3
3.1 Measurement of quality management
3.2 Benefits of user and non-user surveys in determining customer needs
3.3 Methods of consultation employed to encourage participation
3.4 Identify value of complaints procedures and analyze to improve quality
References

TASK 2
2.1 Customers’ satisfaction
It is defined as the measurement tool for evaluating the customers' needs and
requirements in context of quality management.
This is the catalyst that promotes or inhibits the quality of reputation and
brand value of any service, organization or product from consumers' point of
view.
The ulterior aim is to comprehend the indicators that signify the loyalty and
purchasing power of a customer.
In regard to the above, JW Marriot successfully conducted training sessions
for their front desk department to make a good first impression.

MEASURING CUSTOMER SATISFACTION
FOR SUCCESS