Abstract
Examines how companies use research in their organizations, with an emphasis on customer research, competitor research and environmental research. The importance of the research department to better understand the customer base, competition both present and future, and environmental research that gained importance on a global level are all discussed.

From the Paper
"Research is an important part of a company's operation even when the company is unaware that actual research is being conducted. Large companies may incorporate formal research projects into their ..."

Tags:business research, organizational research

Abstract
This paper discusses the importance of total quality management (TQM) within an organization and how customer service and delivery of quality products is essential to the survival of any organization. The paper discusses the relationship between TQM and various industry sectors and provides examples from companies within each sector. The paper looks at manufacturing, services and government.

Table of Contents:
Manufacturing
Service Industry
Government
Matrices

From the Paper
"According to many, implementing quality initiatives or programs like Total Quality Management or TQM are exceedingly difficult. One reason for this is the politics behind how governments work; often practices used to ensure quality go against the traditional methods or systems used by a public agency to operate successfully (Bacal, 2007). To overcome these obstacles, so the public is served in the best way possible, it is critical governments identify internal obstacles to their success, and then devise quality programs that are easily integrated into pre-existing systems within public entities (John, 2003). One such example is the federal government, which influences much local, state, regional and national governments. Because the role of the federal government is ultimately to provide for the people, it is critical customer satisfaction is realized within this agency, among the government's internal and its external customers (John, 2003). Internal customers include those working directly for or with the government, and external customers include the people affected by decisions made by the government and other top-level officials."

Tags:customer, TQM, products, public

Abstract
The paper reviews relevant peer-reviewed and scholarly literature concerning opinions and recommendations for improving business excellence through the pursuit of corporate quality. The paper examines the European Foundation for Quality Management (EFQM) excellence model that ensures the customer's opinion of quality remains the focus of the organization. The paper discusses how leadership must commit to a continual evaluation and improvement of the people, products and processes it uses to provide customers with a quality-based experience.

Outline:
Introduction
Review and Discussion
Background
EFQM Excellence Model
Small Organizations
Mid-size Organizations
Large Organizations
Conclusion

From the Paper
"A major factor in a customer's perception of value is the sense of quality they experience. Quality has an impressive lineage dating back to the Pyramids of antiquity. Egyptian builders exemplified many of today's best quality practices: results oriented, customer focused, and constancy of purpose focused on processes and facts. Providing quality products has remained constant through the ages. Medieval guilds produced lasting, reliable products. Their apprentice programs ensured proprietary trade secrets were passed down only to the competent. Strict performance standards were achieved before the title "Master Craftsman" was bestowed. Quality suffered during the Industrial Revolution when lower unit cost became the focus. Then and now, customers demand better quality. Inferior products lose market share. Yet, more than market share can be lost when product quality suffers."

Tags:customers, leadership, assessment, employees

Abstract
This paper explains that customer-centricity as a concept is applicable to virtually every area of the business paradigm. The paper also points out that customer satisfaction, as determined by many quantitative and qualitative factors, is the primary measure of the successful customer-centric organization.The paper further emphasizes that customer satisfaction and employee satisfaction can be seen as two sides of the same process. The paper then looks at ways that various companies utilize a consumer-centric approach that encourages the testing of new or amended policies in real-world situations.

Table of Contents:
Introduction
Customer Satisfaction and Total Quality Management
Customer Relations: Caring for the Customer as a Unique Individual
Marketing Programs
Sales Automation
Support/Services Automations Software
Employee Satisfaction
Working Environment and the Happy Employee
Good Customer Service and Treating Employees Fairly
Human Resources Management
Business Intelligence
Conclusion

From the Paper
"As computer manufacturers, Acer, and companies like it, would probably appreciate the electronic help that has become available in recent years within the field of customer relations. In today's business world, customer-centric organizations may take advantage of applications that are specially designed to handle the overall problems of customer relations. Customer Relationship Management, or CRM, software consists of programs designed to serve the needs of a company's customers - wherever those customers might be found."

Tags:policies, social identity theory, behavioral decision theory, improvements, best buy

Abstract
The paper describes how Global Communications is in a hyper-competitive, primarily undifferentiated, globalized industry and to stay competitive, they must act aggressively. The paper illustrates how balancing the needs of their shareholders and their employees, while continuing to improve competitiveness and profitability, is difficult. However, the paper shows that by implementing strategies that involve outsourcing, employee morale support and new technology pursuits, Global Communications can improve their market positioning and profitability.

From the Paper
"Global Communications is concerned about operating profits and the strain placed on the company as a result of increasing levels of competition. In response to the challenges facing Global Communication, senior management has developed an aggressive plan. The first part of this plan involves offering new services targeted toward small businesses and consumer accounts. The second part of Global Communications' new business plan is more controversial. It involves specific cost cutting measures intended to improve company profitability. Part of this cost cutting plan involves moving some of the company's technical call centers to India and Ireland where labor costs are significantly lower. Situation Background: Global Communication is in serious trouble. The company's stock was trading at $28 per share three years ago and is now trading at around $11 suggesting that investor confidence in the telecommunications industry is waning."

Tags:global, communications, solutions

Abstract
This paper explains that Global Communications was once an innovative communications corporation that was competitive within the telecommunications market. However, the further advancement of competitors, including other telecommunication companies and cable companies offering bundled television, telephone and Internet packages, has decreased the profitability of this company. The author concludes that a gap between the status of the company and the end-state vision will require the cooperation and compromise of the company, union and employees to make a variety of changes to meet the desired goals.

Table of Contents:
Introduction
Situation Analysis
Issue and Opportunity Identification
Stakeholder Perspectives/Ethical Dilemmas
End-State Vision
Gap Analysis
Conclusion
Table: Issue and Opportunity Identification
Table: Stakeholder Perspectives
Table: End State Goals

From the Paper
"Although outsourcing is a beneficial effort fiscally, the decision was made prior to consulting representatives from the Global Communications union. In view of the fact that employees previously suffered a 20% reduction in education and health benefits, the layoffs and relocation with a salary reduction may be viewed as a manipulation of the current contract. In order to avoid the threat of legal action, Global Communications must negotiate a contract that is satisfactory to both the company and the union employees."

Tags:competitive, depreciate, outsourcing, union, commitment

Abstract
This paper reviews some of the analysis which has been done on TQM and focuses on the internal benefits of TQM and its cost effectiveness. The paper concludes that it seems that TQM is only effective to the level that it improves customer satisfaction with the company's products or services. This research examines TQM and customer service, and how CEOs approach (or do not approach) the issue of customer satisfaction and quality management.

From the Paper
"One of the key aspects of TQM suggests that each employee learn to consider the needs of his customers, anticipate those needs, and provide solutions to those needs every time and on time. In manufacturing organizations, customers are described not only as those end users who purchase the final product that the company produces, but the internal customers who may be subsequent parts of the manufacturing process, or who may be involved with transporting the finished goods to their destinations."

Tags:management, products, quality, satisfaction, organization

Abstract
This paper comprises of a literature review to better understand the concept of service quality and thereafter focuses on a research survey regarding the determinants of service quality at a chain of primary care clinics. The paper identifies areas of improvement and mechanisms through which such improvements might be achieved. The results of the survey are analysed and paper concludes with recommendations to management.

Outline
Background
Literature Review: Service Quality Concepts
Service and Quality Definitions
Obstacles to Attaining Service Quality Improvements
Service Quality Model
Extended Marketing Mix
Conclusion
Research Methodology
Results and Discussion
Consumer Expectation-Management Perception Gap 1
Service Quality Specification Gap 2
Service Delivery Gap 3
External Communication Gap 4
Expected Service Versus Perceived Service Gap 5
Recommendations
Annexure One: References
Annexure Two: Research Process
Step 1: Define the Problem and Research Objectives
Step 2: Develop the Research Plan
Research Approach
Research Instrument
Sampling Plan
Limitations of the Research
Step 3: Collect the Information
Step 4: Analyse the Information
Step 5: Present the Findings
Annexure Three: Aggregated Data

From the Paper
"Quality in a service organisation is a measure of the extent to which the service delivered meets the customer's expectations. The nature of a service means that the customer is present in the delivery process. Both the service outcome, as well as the service process influences the perception of quality. The perceived quality can be aligned with a continuum unacceptable quality at one end and ideal quality at the other with graduations of quality in between. This implies that prior expectations are compared with actual service delivery and the service outcome and it is this comparison that leads to perceived quality."

Tags:medicross, customer, marketing

Abstract
This paper explains that operations research is the study of the operating procedures of a business that includes research on all factors related to that business. The paper discusses the research issues of transportation, customer service, costs and cash flow and staffing that are dominant concerns in the globalized community. The paper concludes that operations research will be an integral part of the business environment now and in the future.

Outline:
Introduction
Transportation
Costs
Customer Service
Staffing
Conclusion

From the Paper
"Operations research began being used routinely throughout business after WWII (Hillier & Lieberman, 2001, p. 1). It was necessary at that time to determine the best possible means of defeating the enemy in battle, and therefore, all concerns associated with these possibilities has to be taken into consideration. Rather than approaching the issue from an opinionated perspective, military officials decided that it was more feasible to evaluate the situation with a scientific approach, which would lead to more accurate outcomes related to battle."

Tags:transportation, customer, service, costs, cash, flow, staffing, competition

Abstract
This is a research paper on how companies may measure the quality management of goods and services provided. Divided into various sections, the paper looks at why a company would need quality management and how to measure those standards. The writer argues this measurement is similar to, and at times dependent on, competition in the market place and the target market. This idea draws the writer to conclude that quality management will soon be the focus of every company which will bring about a healthier form of competition within the marketplace.

Outline:
Executive Summary
Introduction
Background to Topic
Literature Review
Conclusion
The Future
An Example of a Company that Employs Quality Management

From the Paper
"Most of the organaizations all over the world and aspiring companies are fighting for a bigger market share for themselves by producing the best of products in the market by laying special emphasis on both quality and quantity.among the both of them, quality seems to be more paramount and therefore, most organizations focus on how to better the quality of their products so as to have more sales and thus increase their profits. The whole ides of maintaining and managing quality now comes in. This does not only have to do with companies or organaisations but also with the people and the services they offer. As a result, anyone offering a service, a good or a product to the public should be well informed and very keen on how to manage quality."

Tags:business, quality, economics, market goods, market services