Importance of Customer Satisfaction, The
This clip focuses on the importance of customer satisfaction and meeting customer needs.
Defining and Calculating Productivity
An accurate measure of productivity can be a useful tool in defining problems and deciding where to direct resources and energy. There are many ways to calculate productivity, but almost all begin with a simple formula: productivity is output per un...
Origins of Total Quality Management
The origins of the Total Quality Management philosophy can be traced back more than half a century to the work of W. Edwards Deming. In working with Japanese engineers and scientists to rebuild Japan's industrial capacity following World War Two, De...
Organizational Culture and Quality
In the 1980's, the issue of quality became so critical that an entire philosophy of management--known as total quality management, or "TQM,"--evolved. It was based on the notion that, ultimately, corporate success rests on quality. The impact of thi...
Customer Service
This clip explains that achieving a high level of customer satisfaction often depends on providing the best customer service possible.
Figuring Out What the Customer Wants
This clip considers the importance of knowing what potential customers want. While there are a variety of market research tools that provide this kind of information, often the best way to find out what customers want is simply by asking them.
Reactions to Change
Whether change is driven by outside forces or by decisions made within an organization, the initial reaction of most employees is frequently negative.