Quality Management System, Essay Example

Customer needs and expectations are the products any customer attaches to a company and knows that he or she will get it when need arises. The expectations might not really exist, but the customer feels that it should be there. Customers of the company expect to get wireless products of high quality, Digital Televisions, internet supply, good model phones and data bundles. All these are offered in AT&T Company whose. They also expect that once they make online orders, the products they order for will get to their premises. High quality products at relatively cheap price are their expectation. The company uses online systems to meet customer needs and expectations. All its services and operations are automated making the company serve customers better and fast. They can make online orders and pay online while the system can track customer records.  Day to day transactions are captured by the system hence on demand reports can be generated easily.

To ensure that good results are obtained, the company uses total quality management system. It starts with customer focus where the customer is regarded as the boss of the company. This makes the company avail planning process for better customer service. The process is well managed as improvements are done to ensure all goes as planned. This in turn calls for total participation by all employees of the company to meet the customer’s expectations. The quality processes are employed fully from management to operational and technical staff (Kanji, 1995, p 129).

Through planning, customer’s needs are given priority. Whatever the customer needs is put in the plan which is managed well. Process of doing things in the company is continuously improved depending on the customer’s expectations hence new customer needs will be catered for. Through total participation, the customer will be fully satisfied since all departments will participate in satisfying customers’ suggested needs.

References

Kanji, G. K., (1995). Total Quality Management (TQM): proceedings of the first world congress. Cornwall: Chapman and Hall.

Goldschimidt, N. (2009). Managing Customer Expectations: Understanding the Influence of Customer. Saarbrucken: Lambert Academic Publishing.