Service Quality

Customer service is the set of activities an organization uses to win and retain customers satisfaction. It can be provided before, during, or after the sale of product. Following are the dimensions of service quality.

1. Tangibles- physical evidence of service
2. Reliability- Consistency in providing the service
3. Responsiveness - Readiness and Willingness of the employees
4. Assurance Ability of employee to convey trust and confidence
5. The ability of the employees to put themselves in the customer shoes

Customer retention

Customer retention is more powerful and effective than customer satisfaction. Customer retention represents the activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line.

Effective involvement and utilization of entire employee

As the TQM is the organization wide challenge, every employees involvement is essential. All personnel must be must be trained in TQM, Statistical Process Control and other appropriate quality improvement skills so that they can effectively participate in the quality teams.

Motivation

Motivation means a process of stimulating people to accomplish desired goals. Motivation could be explained in terms of hierarchy of need and that there were five levels as explained by Abraham Maslow. These levels are survival, security, social, esteem and self-actualization. Frederick Herzberg found that people were motivated by recognition, responsibility, achievement, advancement and the work itself. While management thinks that good pay is the number one need of the employee. Survey results show that this factor is usually in the middle of the ranking. Employee tends to follow the theories of Maslow and Herzberg. By involving employees through the use of teams in meaningful work and by providing the proper reward and recognition, mangers can reap the advantages of greater quality and productivity along with employee satisfaction.

Empowerment

Empowerment is an environment in which people have the ability, the confidence and the commitment to take the responsibility and ownership to improve the process and initiate the necessary step to satisfy customer requirement within well defined boundaries in order to achieve organizational values and goals. Employee empowerment requires that the individual is held responsible for accomplishing whole task. The employee becomes the process owner- thus the individual is not only responsible but also accountable. In order to create empowered environment three conditions are necessary.

• Every one must understand the need for change
• The system needs to change to the new paradigm
• The organization must enable its employee