Improving the order management process through MDQ
Date of Publication
1994
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Science in Commerce Major in Marketing Management
College
Ramon V. Del Rosario College of Business
Department/Unit
Marketing and Advertising
Abstract/Summary
Market-driven Quality (MDQ), which is about total customer satisfaction and continuous process improvement, is applicable not only in the manufacturing industry but in the service sector, as well, where the customer is just as important. In fact, customers in the service industry are more sensitive to service quality and service delivery than in manufacturing because these customers are the ones in direct contact with front-line service personnel. These moments of truth decide whether the customer will come back or shift to the competition.
This paper would be focused on IBM Philippines' Market-driven Quality program. Quality management has been IBM's belief in its survival. Because of the cut-throat competition in the Information Technology industry, IBM has been working towards quality management.
De La Salle University has also been a part of the Total Quality Management Network along with the different colleges to support quality education. In fact, quality has been promoted in the classroom curriculum and activities and most notable of all is the Marketing Management Department.
This paper seeks to analyze and understand quality in service business sector especially with IBM. Hopefully, there would be greater appreciation towards market-driven quality and how this can help achieve total customer satisfaction. Activities would be suggested to enhance the current strategies IBM is implementing. The Order Management process would be the main concentration under the Customer Fulfillment Division.
Abstract Format
html
Language
English
Format
Accession Number
TU09847
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
29 numb. leaves
Recommended Citation
Lacson, K. J., Maloles, J. M., & Uyboco, E. C. (1994). Improving the order management process through MDQ. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/16925
