In today business world businesses and/or business-people must think on having their customers in mind. And do their best to get them satisfy with the products or services they offer. Failure to do so would have negative consequences on your organization since the customers may certainly turn their back to you. An effective way to retain customers is through the process of quality management. It is wise to engage them so to achieve the maximum results and gather customer needs and expectations. Recall that if you don’t meet the customer’s need he will definitely turn to your competitor. The reading of the case study leads me to think about the service provided by
ABC Company and push me to answer the following questions:
1- Summarize the service …show more content…
RUNING HEAD The EFQM Model of Excellence
2- Who are the main stakeholders involved in this experience? Name at least 5, and explain their level of involvement
Business Dictionary defines stakeholders as a person, group, or organization that has interest or concern in an organization. Stakeholders can be creditors, directors, employees, governments, suppliers, owners and so forth. Many individuals and groups got involved in this experience:
a) The first identified individual or group involve is the customer (caller). Being a client, means that you are also part of the organization. Because the organization main goal was to provide services, the person called so he can benefit from the services provided by the organization. He said that: I called to make a flight reservation just an hour ago.
b) Another group involved is the operational team responsible for the robot system. As you can see, the caller calls, the responder is giving direction prior to the employee to make the follow …show more content…
This may be done using the three fundamental concepts defined in the article which are:
RUNING HEAD The EFQM Model of Excellence
- Fundamental concept of excellence, excellence is to reach highest level of performance possible for the well-being of the organization
- The model criteria, this is to optimize profitability by prioritizing long term sustainability over short term dividend for the business sake.
- The RADAR logic, tools to use to arrive at the counted results (Herman van Rompuy, nd)
a) For each criterion of the model, explain what ABC Travel Services is doing wrong
According to this model, ABC fails to set strategy as to have its customers satisfied. This is a problem of leadership. The leaders had to do this. There is also evidence that there is a lack partnership and human resources. No organization can excel without the well qualified human capital resources. Recall that the EFQM Model is based on nine criteria: five of these are
"Enablers" and four are "Results". The "Enabler" criteria cover what an organization does and how it does it. The "Results" criteria cover what an organization achieves.
b) For each criterion of the model, make a recommendation on how ABC
ABC Company and push me to answer the following questions:
1- Summarize the service …show more content…
RUNING HEAD The EFQM Model of Excellence
2- Who are the main stakeholders involved in this experience? Name at least 5, and explain their level of involvement
Business Dictionary defines stakeholders as a person, group, or organization that has interest or concern in an organization. Stakeholders can be creditors, directors, employees, governments, suppliers, owners and so forth. Many individuals and groups got involved in this experience:
a) The first identified individual or group involve is the customer (caller). Being a client, means that you are also part of the organization. Because the organization main goal was to provide services, the person called so he can benefit from the services provided by the organization. He said that: I called to make a flight reservation just an hour ago.
b) Another group involved is the operational team responsible for the robot system. As you can see, the caller calls, the responder is giving direction prior to the employee to make the follow …show more content…
This may be done using the three fundamental concepts defined in the article which are:
RUNING HEAD The EFQM Model of Excellence
- Fundamental concept of excellence, excellence is to reach highest level of performance possible for the well-being of the organization
- The model criteria, this is to optimize profitability by prioritizing long term sustainability over short term dividend for the business sake.
- The RADAR logic, tools to use to arrive at the counted results (Herman van Rompuy, nd)
a) For each criterion of the model, explain what ABC Travel Services is doing wrong
According to this model, ABC fails to set strategy as to have its customers satisfied. This is a problem of leadership. The leaders had to do this. There is also evidence that there is a lack partnership and human resources. No organization can excel without the well qualified human capital resources. Recall that the EFQM Model is based on nine criteria: five of these are
"Enablers" and four are "Results". The "Enabler" criteria cover what an organization does and how it does it. The "Results" criteria cover what an organization achieves.
b) For each criterion of the model, make a recommendation on how ABC