Total Quality Management Practices for Customer Satisfaction & Retention

What are some Total quality
management practises help in
enhancing the process of customer
satisfaction & retention in long
run?
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Table of Contents
Introduction......................................................................................................................................3
Literature Review.............................................................................................................................3
Research Methodology....................................................................................................................6
REFERENCES..............................................................................................................................10
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Introduction
Total quality management is an aspect that is related with having adequate quality measures that
are adopted by Organisation in offering the final products and services to customers. It is a
method of involving and systematic development of complete business process and each activity
at every stage. There are diverse associated practice of total Quality management that are related
to enhancing the present customer satisfaction and focus (Fundin and et.al., 2018). Presently
there is selection of Wal-Mart that is choose and retail organisation operating as a chain of
supermarkets grocery stores and discount department stores. The brand is specialising in selling
of home furniture and electronics.
Background of research problem: The present research is based on analysing the issue of
dissatisfied customer base because of present covid-19 situation in different industries. Retail
sector is also affected in a drastic manner because there has been a reduction in overall
profitability and productivity (Sahoo, 2019). This issue has led to decline in sales of many retail
brands including Wal-Mart. For this purpose present report is based on development of certain
suitable measures that can help in dealing with the total quality management practices that is
going to assist in improving the present sales in Wal-Mart.
Aim: “To analyse Total quality management practises in enhancing the process of customer
satisfaction & retention in long run.”. A study on Wal-Mart
Research objectives:
 To understand the basic concept of total quality management in retail sector
 To determine different ways of enhancing customer satisfaction for Wal-Mart
 To identify different strategies for retaining customers and increasing brand loyalty of
target segment of customers in Wal-Mart.
Research questions:
 What are the main practices of total quality management in context of an organisation?
 What are the effective ways for improving customer satisfaction towards the Walmart?
 What are the main strategies for retaining customers towards the products or brand of
Walmart?
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Literature Review
Literature review introduces the basic process that is helping a investigator in evaluation of
secondary sources of information in a systematic manner. There are different sources of
collecting secondary sources of information based on books, peer reviewed articles, articles etc.
Such sources are very helpful in the process of collecting information in a systematic and
effective manner. Literature review has a major purpose of identification of research gap in the
present investigation process. As pre present research proposal there is analyses of the total
quality management practises in enhancement of the customer satisfaction process and retention
of customers for longer time period.
What are the main practices of total quality management in context of an organisation?
As per views of Neven Adrowis (2018), Total quality management is defined as the customer
orientated process that is aimed for enhancing the process of customer satisfaction. It ensures
that all allied workers are working towards common objectives in order to enhance the products
quality and services this concept is also associated with enhancing the present production process
of rendering of services. It based on fact based decision making and use of performance metrics
for the objective of monitoring the overall progress (Askarzai and Unhelkar, 2017). There are
some of the key elements of total quality management practises in organisations that have to be
considered in order to achieve higher business share. Such as it includes commitment in case of
Wal-Mart quality improvement is related to breaking down of barriers for enhancing the quality
improvement so that there can be following of the steps that are required to provide a
environment as per caging attitude. Another aspect is culture that is providing effective training
has to be offered as per changing culture and attitudes of customers. Continuous improvement is
very important for the purpose of recognizing improvement as a continuous process and not a
merely on off program (Cai and Hwang, 2020). There is another aspect that is controlling it is
related with ensuring proper checks for any deviation from the overall laid quality standards. It is
planning, doing, checking and acting that is also regarded as PDCA cycle (Total quality
management practices and organizational performance in the construction chemicals companies
in Jordan, 2018).
What are the effective ways for improving customer satisfaction towards the Walmart?
As per Shubhi Hasani (2021), It can be said for the purpose of successful implementation of
TQM practises in every organisation especially in case of retail sector there is need of significant
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