Total quality management at work: development of an effective competitive analysis process
Article Abstract:
The management team of a business unit in a global specialty chemical company wanted better incorporation of competitive information in their strategic business planning process. Applying the tools of total quality management (TQM), the members of the business team developed a competitive analysis process that simultaneously met the needs of the management team and incorporated the attributes that its future users would insure its lasting success. The key TQM methodologies applied in this project was a gap analysis, in which the desirable characteristics of a process (the future state) were compared with the way in which the process is currently being performed (the current state). This comparison leads to the identification of new process elements or changes in procedures that will allow the organization to reach the desired level of performance. The project's outcome was a computerized database, managed by a process champion and supported by competitive teams. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1997
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Managing a total quality orientation: factors affecting customer satisfaction
Article Abstract:
The academic marketing literature reflects remarkably little effort to understand a total quality orientation. The author synthesizes extant knowledge on the subject and provides a foundation for future research by developing research propositions and constructing an integrative framework that comprises antecedents and monitoring systems of a total quality orientation. The author draws on academic and practitioner writings from multiple disciplines and 50 in-depth interviews with corporate executives from a broad spectrum of manufacturing and service organizations. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1998
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A framework for monitoring customer satisfaction: an empirical illustration
Article Abstract:
This article presents an empirical illustration of a framework for monitoring customer satisfaction over time. Three years of data from a customer satisfaction program of a large Fortune 500 firm is used to illustrate the framework and the associated methodologies. The framework provides management with important insights into monitoring and improving customer satisfaction. Any firm desiring to develop a program for systematically monitoring customer satisfaction easily can adapt the framework. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1999
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