Publication: Exploring the value of Customer Feedback in Quality Management for Product Quality Improvement
Date
2019-10
Authors
Siti Fatimah Nik Mazlan
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Abstract
This paper will review on the importance of customer feedback in quality management for improving product quality. This study will analyze the implementation of the customer feedback by the employees in the organization in improving the quality of the products/services. Customer satisfaction and quality has become essential for virtually in all aspects from all type of products to services in business sector. One of the problems most companies face is that they rely only on outdated and unreliable customer feedback measures. Most companies begin to realize that the new global economy has altered its style and that they need to focus more on the competition between competitors. Negative feedback and positive feedback from customer helps a business in a different way in term of quality improvement of a product. Organization will get lots of benefit if these feedbacks are carefully managed. At the same time, some factors will be identified and will be highlighted based on types of industry in term of customer feedback which be used for the product quality improvement. The study shows that there is a lack of actionable reports analyzing the customer feedback or satisfaction outcomes in a company. In the majority of the businesses the customer feedback in the company was not managed properly. This paper will also propose customer feedback improvements such as to centralize the customer‟s order to have more systemized purchasing process resulting a great customer satisfaction. Every method now encounters a digital or online system. This research therefore suggests that such an online ordering system includes online customer feedback alternatives for customers that will assist in enhancing the regular customer feedback.
Description
FYP 2, Sem 1 2019/2020
Keywords
Customer Feedback , Quality Management , Quality Services , Customer Satisfaction