Total Quality Management - CII Institute of Logistics
Total Quality Management - CII Institute of Logistics
Total Quality Management - CII Institute of Logistics
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<strong>Total</strong> <strong>Quality</strong> <strong>Management</strong><br />
7) Security<br />
Freedom from danger, risks, or doubt<br />
Examples <strong>of</strong> Specific Questions Raised by Customers<br />
<br />
<br />
<br />
<br />
Is it safe for me to use the bank's automatic teller machine?<br />
Does my brokerage firm know where my stock certificate is?<br />
Is my credit card safe from unauthorized use?<br />
Can I be confident that the repair job was done properly?<br />
8) Access<br />
Approachability and ease <strong>of</strong> contact<br />
Examples <strong>of</strong> Specific Questions Raised by Customers<br />
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<br />
<br />
<br />
How easy is it for me to talk to senior bank <strong>of</strong>ficials when I have a problem?<br />
Is it easy to get through to my broker over the telephone?<br />
Does the credit card company have a 24-hour, toll-free telephone number?<br />
Is the repair service facility conveniently located?<br />
9) Communication<br />
Keeping customers informed in language they can understand and listening to them<br />
Examples <strong>of</strong> Specific Questions Raised by Customers<br />
<br />
<br />
<br />
<br />
Can the loan <strong>of</strong>ficer explain clearly the various charges related to the mortgage loan?<br />
Does my broker avoid using technical jargon?<br />
When I call my credit card company, are they willing to listen to me?<br />
Does the repair firm call when they are unable to keep a scheduled repair<br />
appointment?<br />
10) Understanding the Customer<br />
Making the effort to know customers and their needs<br />
Examples <strong>of</strong> Specific Questions Raised by Customers<br />
<strong>CII</strong> <strong>Institute</strong> <strong>of</strong> <strong>Logistics</strong> 26<br />
Website: www.ciilogistics.com