Sample Solution
Answer # 1
ABC telecom can provide better products/services to customers by implementing quality
principles through following ways:
Delighting the customers
Delighting the customers means satisfaction of customers. Customer’s satisfaction should be the
main focus of every organization. It means that company should provide quality
products/services to customers. While in that case, representatives of ABC telecom were not
paying full attention to customer that is why customer got angry and decided not to use their
products/services in future. As you know that, an angry customer will be more harmful for the
company because he/she will spread the negative aspects of the company in a rapid pace. ABC
telecom should develop long term relationships with customers so that they can easily know the
customers’ requirements/concerns and manage themselves accordingly. So ABC telecom should
keep in mind that customer’s satisfaction is an essential part of total quality management and
provide world class products/services to customers for the sake of customer’s loyalty.
People-based management
Employees play vital role in the implementation of quality in any organization because
systems/technology cannot provide quality alone. Company should provide extra benefits,
rewards and also arranged training session for the improvement of employees. ABC telecom
should provide training to their employees, that how to deal with the customers complaints
because representatives of ABC telecom fail to understand/listen the customer query and only
install MMS in his mobile phone. That is why it is the main obligation of every company to pay
special attention to their employees as they are the main assets of any organization.
Continuous improvement
As you know that race of quality has no finish line so ABC telecom should work on continuous
improvements of products/services/system. ABC telecom should enhance the value of customers
by proving quality or error free products/services. ABC telecom should also intelligently and
effectively solve the customers’ complaints. ABC telecom should never think that they have
implemented all quality measures and further there is no room for quality improvement. This
thinking will cause problem for ABC telecom because on one side, your competitors will also
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