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Essay / Research Paper Abstract
A 5 page paper discussing the concept of quality as it applies to a newsagent business. The newsagent has the ability and the means to greatly improve customer satisfaction by providing superlative customer service and asking the customer how the business could be improved. Involving the customer increases customer loyalty as well as the company's bottom line, and adopting a quality approach to customer service promises to elevate already-positive customer ratings to much higher levels. Bibliography lists 8 sources.
Page Count:
5 pages (~225 words per page)
File: CC6_KStqmNewsag.rtf
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Unformatted sample text from the term paper:
the buzzterm of the 1990s, often a catch-all palliative in corporate culture that eventually spread to all types of settings. The trend had begun in the 1980s after US
industry had discovered the "secret" of Japanese manufacturing. As increasing numbers of manufacturers, engineers and managers became aware of the program it became apparent that there was more to
TQM than quality circles and Ishikawa diagrams. Rather than being just another initiative with prescribed and numbered steps to achieve a goal, TQM revealed itself to be as much
a management philosophy as a framework for achieving statistical control of manufacturing while increasing quality and simultaneously reducing costs. TQM eventually came to
be applied not only to manufacturing environments but to everything from service business to mother love. It seemed to many to require quite a leap to effectively apply its
principles to service industries, but TQM is as much at home in the newsagents shop as it is in manufacturing. The Customers Perspective
Several years ago, Harvards Theodore Levitt claimed that the one overriding goal of any enterprise regardless of product, service or business activity was to first get, and then keep, a
customer. According to Levitt, everything else positive in an organizations continued well being would follow if only the focus was on the customer - both profits and profitability would
follow. As the customers of todays business climate expect top quality, that any successful organization must offer products and service of high quality is a given.
In todays business climate, competition is increasing at a rate never before seen and it has become necessary for organizations to operate at the most effective
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