OL 324 Case Study Two Guidelines And Rubric Prompt Think Abo

Ol 324 Case Study Two Guidelines And Rubric Prompt Think About A Ti

Discuss a time you received a product or service that did not meet your quality expectations. Focus on the four key components of customer-relationship management in total quality management: Complaint Resolution, Feedback, Guarantees, and Corrective Action.

Paper For Above instruction

Complaint Resolution

From the customer perspective, the quality issue involved a defective product I purchased, which malfunctioned shortly after use. I approached the service provider by contacting customer service through their online portal, explaining the issue, and requesting a refund or replacement. The resolution process was straightforward, but I was dissatisfied with the delay in response, which left me frustrated. From the quality manager’s point of view, complaints and defects should be viewed as opportunities for improvement. They serve as valuable feedback that highlights areas where products or services fail to meet standards, helping the company to identify root causes and prevent recurring issues. Embracing complaints as constructive input can foster a culture of continuous improvement and customer satisfaction.

Feedback

As a customer, I received a follow-up email asking me to complete a satisfaction survey about my experience. I also participated in a brief online questionnaire that assessed my overall perception of the product quality and customer service. The feedback asked specific questions about my satisfaction level, responsiveness, and whether I would recommend the company to others. From the quality manager’s perspective, customer feedback is an essential tool for understanding service performance and identifying areas for enhancement. It provides direct insights into customer needs, expectations, and perceptions, enabling data-driven decisions for quality improvement. In my opinion, implementing a real-time feedback tool, such as an interactive feedback app or instant survey, could provide the most immediate and actionable insights, allowing for quicker response and continuous improvement.

Guarantees

Based on my quality issue, I received a satisfaction guarantee that promised a full refund or replacement if the product proved defective within a specified period. The guarantee was clear about the conditions and covered the defect comprehensively, aligning with the five elements of an effective guarantee: clarity, obligation, coverage, sincerity, and ease of claim submission. From the company's marketing and quality perspective, having a strong guarantee policy reassures customers of the company’s confidence in its products and commitment to quality. An effective guarantee can enhance customer trust, foster loyalty, and differentiate the company from competitors.

Corrective Action

The root cause of the quality issue appeared to be a manufacturing defect stemming from a faulty component. To resolve this, I would lead a team to investigate the production line and identify defect causes through process analysis and quality audits. Preventative measures would include reviewing supplier quality controls, implementing stricter inspection protocols, and establishing tighter process controls. Additionally, employee training and continuous monitoring would be essential to ensure that quality standards are maintained. By identifying the specific point of failure and implementing targeted corrective actions, the company can prevent similar defects in the future and improve overall product reliability.

References

  • Chen, H., & Paulraj, A. (2004). Understanding supply chain management: Critical research and a theoretical framework. International Journal of Production Research, 42(1), 131-163.
  • Grönroos, C. (2011). Customer Relationship Management and Service Marketing: Opening the Black Box. Journal of Services Marketing, 25(2), 89-100.
  • Juran, J. M. (1999). Juran's Quality Reports. The Free Press.
  • Larson, P. D., & Kubasek, N. K. (2015). Qualitative research and its role in improving quality management. Management Research Review, 38(8), 848-862.
  • Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4-9.
  • Phadnis, S., & Shapiro, J. (2004). Total quality management: The key to customer satisfaction. International Journal of Quality & Reliability Management, 21(4), 393-412.
  • Rust, R. T., & Oliver, R. L. (1994). The service quality equation. Journal of Service Research, 37(3), 321-340.
  • Schmenner, R. W., & Swink, M. (1998). How can service industries be more like manufacturing? OR/MS Today, 25(1), 26-32.
  • Wilson, A. (2012). The Service Quality Handbook. Routledge.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A conceptual model and empirical validation. Journal of Marketing, 66(1), 147-163.

Related Assignments