Name: Krisha Ann P.

Tabanao
Course & Year: BSBA- FM31- III
Subject: Total Quality Management

1. Create a simple process of any transaction in the office where speed, accuracy, and efficiency
are highlighted thus internal customer satisfaction is assured of. Present in a flow chart.
ABC Company Limited
Sales Credit

Customer Approved Accepted for Post stock

order for Credit type and ledgers prepare
quality of cost of sales
goods summary

Prepare
sales and Stock ledger
shipping set
Cost of Sales
Sales invoice summary -
Shipping weekly
and shipping
report
set

A/C Post general

receivable ledger control
General
ledger- post A/Cs- inventory
Ledgers
ledger and account
receivable

Weekly billing
summary
Name: Krisha Ann P. Tabanao
Course & Year: BSBA- FM31- III
Subject: Total Quality Management

2. Cite a business scenario where two of the generic ways to quality outputs are measured.
Limit your answer in 5 lines only.

-One of your loyal customer comes into your store complaining about a recent purchase of an
office supply that is defect (work not up to specification) and late deliveries of items (work agreed
after time). Rather than jumping to conclusions that effectively place the blame on the customer,
try to empathize with them, as they’re likely disappointed over a purchase that they put a lot of
thought into. The good news is that, in these scenario, the customer usually looking for an
exchange items versus a refund. To seal the deal, show empathy by apologizing to the customer
and provide them with an immediate solution. So that the next transaction, both internal and
external are satisfied.