EVANGELIO, CRIO EDRICK A COM5010 – TQM

3E2

Asynchronous Activity 2

COM 5010

Answer the following questions. Use terms and concepts discussed during our synchronous session to
justify and expound upon your answers:

1. Explain the differences between manufacturing and service organization and their implications of
quality.

When we think of products, the things we buy on a regular basis, it all boils down to the
manufacturing service. Manufacturing firms are more concerned with the production of goods
before the consumption of those items. Service quality, on the other hand, can be described as
the reflection of service delivery by determining the difference between perceived and desired
service. Service organizations are more concerned with the service that will be delivered during
the consumption process.

Furthermore, in my opinion, manufacturing quality is way better than service quality. With
manufacturing quality, you can check all the boxes whether it is good or bad, if it is sustainable or
not. While thinking about the implications of service quality, that can still make a lot of errors
during service or the process, it made me realize that I should not prolong the agony and choose
what’s still the best. The modern corporate world is growing more competitive, while customers,
who are consumers of most products and services, are becoming more educated and
knowledgeable. Customers have an unrivaled desire to get the best possible 'deal' for the money
and time they invest in acquiring specific items and services.

2. Make a list of your personal “customers”. What steps might you take to understand their needs
and build customer engagement?

If I were a business owner for example of a restaurant, what would I do to understand their needs
and how to build customer engagement, is by asking what they want. I need to come up with the
best ideas, best service, and best products that I am going to give them. As the owner, I should
approach my customers well and give them options wherein they can choose what's best and
suitable for them.
 Today, as shown in the past, a properly working system where customers can live sustainably and
in peace with the company's nature demands increasing wealth and stability. Providing this may
be my company’s aim if ever, especially if I really know that it is not the way I invest money that
counts, but the way I make it.

3. Cite several examples in your own expectations of the quality of goods or services you purchased
were met, exceeded, or not met. How did you regard the company/s after your experience?

As someone who was an outgoing person before, I tend to explore different places around Manila.
I love going to places that I’ve never been before. One time, me and my friends planned to eat at
this specific food establishment because they said that they served delicious and different flavors
of chicken. With those descriptions in mind, my expectations were met and exceeded because
I’ve never tried and eaten that kind of food. Though the line was long outside, it’s still worth the
wait. I remember saying that we should come back to that food establishment again because the
product and service they provided certainly exceeded my expectations. #5STARS

4. How has social media changed how both consumers and organizations deal with quality? How can
organizations exploit social medial in their quality approaches and decisions?

The emergence of social media, and how it has influenced both consumer behavior and marketing
practice, has been largely driven by the platforms themselves. Social media altered different
qualities of a certain product in a broad and wide range of manner. People tend to be hooked
with something that is aesthetically pleasing to their eyes. In addition to the preceding argument,
a social media presence of a certain product has a substantial impact on purchase behavior of
different consumers. In example to this is when purchasing such product like gadgets or even
appliances on an online shopping platform. You are purchasing these kind of items based on its
picture and feedbacks from other consumers not knowing if it’s worth the buy or not. To put it
another way, even if a brand receives a lot of attention from social influencers and customers, it
will be impossible to persuade anyone of their trustworthiness if they have a poor social media
presence.

5. Explain why customer focus is a critical element of a high-performing organization?

Customers are the main stakeholders of each high-performing organization and their feedback
and purchasing power are one of the things that keeps every business moving. High-performing
organization has redefined the world with a clear disdain for consequences other than profit, in
search of benefit and advancement. The value creation method has proven to be extremely
effective in generating wealth by meeting the requirements and desires of consumers. Customer,
money, and service are essential in ensuring that the organization scales up successfully. It reveals
the state of the company's finances. Furthermore, it is apparent that the primacy of profit has
contributed to the neglect of two other aspects: the environment and the organization of society.
Your commitment to your customers is the foundation for cultivating a more humane and
satisfying customer interaction. This is why it is so important for organizations to start focusing
on their customers. When organizations start focusing on their customers, they can develop a
more human brand that's driven by their relationships. This strategy can help boost customer
loyalty and moreover increase revenues.