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Total Quality Management and Its Benefits - Coursework Example

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In analyzing The Answer Group company’s operations and noting its modes of handling client issues, the following paper "Total Quality Management and Its Benefits" was prepared to propose revising operations to adopt Total Quality Management dictates…
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Extract of sample "Total Quality Management and Its Benefits"

Download file to see previous pages This paper explains the implementation of Total Quality Management at The Answer Group (2011) customer relationship management service that interacts with the customers of contracted clients. The implementation of Total Quality Management (TQM) in the company is being undertaken in that as a service business, The Answer Group serves two sectors, its clients and the customers of those clients. The preceding represents a unique proposition in that the implementation of TQM has to serve three areas, the client, the customers of the client, and the internal mechanics and dictates/demands of the customer service agents and supervisory personnel as represented by the company’s employees. In order to address the above, this report has been prepared to consider the needs and considerations of these three groups in the context of implementing TQM and the benefits it will provide in achieving a higher level of customer satisfaction and service for our clients as well as improved efficiency in our operations. In implementing the TQM at The Answer Group, there are external as well as internal variables to be considered. In terms of the external environment, the company needs to address the views of customers calling in to answer their inquiries, the time duration to the first pickup, call disposition to get it to the correct department, and the handling of the call to resolution and satisfaction as well as dispute and dissatisfaction handling with the solution posed that might occur. In terms of the client, the external environment represents the manner in which the above is handled, and thus outside perceptions. The call reports distributed to them reflects information as to their internal environment with regard to incoming customer calls as to areas and or product issues that reoccur as the means to improve. For TAG, TQM represents improving both areas for clients and client customers as well as an analysis of its operations. The preceding entails the speed of call pick up and disposition to the proper departments and first call resolution for customer satisfaction in issue handling. Internally, the capabilities of the staff in moving calls to the proper department and the handling/training of the agents in interacting with the customer to find out the issues and resolve them are a reflection of preparation and organization. The stakeholders involved in the operation of TAG represent the following “A person, group, or organization that has a direct or indirect stake in an organization because it can affect or be affected by the organization’s actions, objectives, and policies” (Business Dictionary, 2011). The definition goes onto add “Key stakeholders in a business organization include creditors, customers, directors, employees, government (and its agencies), owners (shareholders), suppliers, unions, and the community from which the business draws its resources” (Business Dictionary, 2011). In equating the foregoing the following provides insight as to the varied stakeholder groups and their involvement/importance to TAG, project involvement and interrelationships. ...Download file to see next pagesRead More
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