Total Quality Leadership - at Cherry, Customer Satisfaction

By Bloom, Bernice M. | Business Credit, June 1991 | Go to article overview

Total Quality Leadership - at Cherry, Customer Satisfaction


Bloom, Bernice M., Business Credit


Total quality leadership (TQL) is a cultural commitment to excellence in all facets of our operations --product, service, and professionalism. Here at Cherry Electrical Products, our focus is on the customer. Our goal is to be the benchmark from which standards for customer satisfaction are set.

Identifying our customers is our first objective. Each individual or group, whether internal or external, is recognized. The quality of company performance directly reflects the successful completion of internal colleagues' specific job tasks. It quickly becomes evident that this domino effect is essential for the total satisfaction of external customers.

To be successful, we must focus on communications. There are six key elements which are vital.

1. Identify internal customers. While they may not be directly serving external customers, they certainly are performing a service for colleagues internally.

2. Identify moments of truth. Consciously focus on positive vs. negative measures.

3. Provide systems and procedures which are helpful. These systems and procedures should help the work flow easier internally and satisfy the customer's needs externally. Always refine and streamline, where possible. "Just because we've always done it this way, doesn't mean we should continue to do it." Encourage open and active participation for system and procedure improvements.

4. Improve communications. Prior to a scheduled meeting, attendees should be provided with a formal agenda stating its purpose and objectives. The meeting should be constructive, positive, and decisive.

5. Offer support. Be available to help out your colleagues. Be positive.

6. Make your environment a pleasant place to work. Become efficient, organized, and neat.

Keep in mind all six elements have one objective in common. Good service is giving people a little more than they expect. Excellent service is enjoying giving people a little more than they expect.

Once our identification of internal and external customers is recognized and key elements implemented, we move toward the accomplishment of total customer satisfaction. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Total Quality Leadership - at Cherry, Customer Satisfaction
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.