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Total Quality Management-Management-Assignment , Exercises of Business Management and Analysis

Amity University - BiharBusiness Management and Analysis

This is assignment for Management course. It was assigned to Prof. Ethaha Grewal. In this course, i learned many different concepts and basic topics of Management. Like in this file, you can see I learned about Total, Quality, Management, Services, Customer, Service, Center, Competitive, Environment, Principles

Typology: Exercises

2011/2012

Uploaded on 08/01/2012

akuti
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SEMESTER SPRING 2012
Total Quality Management (MGT510)
Assignment No.
Due Date: 25th April, 2012 Marks: 15
Assignment:
Suppose you purchased a connection of ABC telecom and need to install GPRS and MMS settings in
your mobile phone. For that purpose, you visited the customer service center of ABC telecom. It was
really a very bad experience for you as the customer representatives of the customer service center
were not co-operative. They were not paying attention to your concern at all. It happened as when you
presented your query in front of customer representative for the sake of installing GPRS & MMS
settings in your mobile phone, instead of installing GPRS and MMS settings, he pretended to look
very busy in performing other tasks so you moved towards window # 2 and presented your query to
another customer representative. Customer representative said, sir, kindly move towards the window #
4 as it was a desired place to perform such kind of tasks. There was a great rush and people were
standing in queue at window # 4. It took almost fifteen minutes to reach at the counter. You gave your
mobile phone to the customer representative for installing the GPRS and MMS settings. After five
minutes your mobile phone was delivered to you with the message that your desire was fulfilled i.e.
MMS and GPRS settings had been installed.
After some time at home you decided to send an e-mail to your friend. Then there was a shocking
discovery for you. GPRS settings were missing in your mobile phone as customer representative had
forgotten to install GPRS settings. It was a very embarrassing situation. You were so annoyed from
this behavior / negligence of the company’s representatives that you decided not to use this network
any more. You also complained to the head office of the ABC telecom. Head office representatives
forwarded this complaint to the quality control department of the company. After investigation quality
control executives found that total quality principles were not rightly met in customer service center
that is why above said issue was created.
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SEMESTER SPRING 2012

Total Quality Management (MGT510)

Assignment No.

Due Date: 25 th^ April, 2012 Marks: 15

Assignment:

Suppose you purchased a connection of ABC telecom and need to install GPRS and MMS settings in your mobile phone. For that purpose, you visited the customer service center of ABC telecom. It was really a very bad experience for you as the customer representatives of the customer service center were not co-operative. They were not paying attention to your concern at all. It happened as when you presented your query in front of customer representative for the sake of installing GPRS & MMS settings in your mobile phone, instead of installing GPRS and MMS settings, he pretended to look very busy in performing other tasks so you moved towards window # 2 and presented your query to another customer representative. Customer representative said, sir, kindly move towards the window # 4 as it was a desired place to perform such kind of tasks. There was a great rush and people were standing in queue at window # 4. It took almost fifteen minutes to reach at the counter. You gave your mobile phone to the customer representative for installing the GPRS and MMS settings. After five minutes your mobile phone was delivered to you with the message that your desire was fulfilled i.e. MMS and GPRS settings had been installed. After some time at home you decided to send an e-mail to your friend. Then there was a shocking discovery for you. GPRS settings were missing in your mobile phone as customer representative had forgotten to install GPRS settings. It was a very embarrassing situation. You were so annoyed from this behavior / negligence of the company’s representatives that you decided not to use this network any more. You also complained to the head office of the ABC telecom. Head office representatives forwarded this complaint to the quality control department of the company. After investigation quality control executives found that total quality principles were not rightly met in customer service center that is why above said issue was created.

As a quality control executive you have to do following tasks : 1) How would you provide better services to customers by implementing quality principles in the customer service center of ABC telecom? (12 Marks)

  1. In this competitive environment, how ABC telecom may get the competitive advantage over others? (3 Marks)

Instructions: Please read the following instructions carefully before preparing the assignment solution:  In 1st^ question, you have to explain any 3 quality principles in the light of given scenario  Answer of 2nd^ question should be précised and to the point  Avoid unnecessary details

Note:

Only in the case of Assignment, 24 hours extra / grace period after the due date is

usually available to overcome uploading difficulties which may be faced by the students

on last date. This extra time should only be used to meet the emergencies and above

mentioned due dates should always be treated as final to avoid any inconvenience.

Important Instructions:

Please read the following instructions carefully before attempting the assignment solution.

Deadline:Make sure that you upload the solution file before the due date. No assignment will be accepted through e-mail once the solution has been uploaded by the instructor. Formatting guidelines:Use the font style “Times New Roman”/ “Arial” and font size “12”.It is advised to compose your document in MS-Word 2003.Use black and blue font colors only.

Solution guidelines:Every student will work individually and has to write in the form of an analytical assignment.Give the answer according to question.