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Case study in total quality management

Student’s Name

Institutional affiliation

Instructor

Course

Date
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Q.1

Customer focus

Q.2

There are a number of reasons why the Monfort College of Business (MCB) chose to

focus on customer satisfaction and total quality management as its top priority. One reason is

that customer satisfaction is a key driver of business success. Satisfied customers are more

likely to continue doing business with a company, and they are also more likely to

recommend a company to others. Therefore, by focusing on customer satisfaction, the MCB

is able to improve its bottom line. Another reason why the MCB chose to focus on customer

satisfaction is that it is a key indicator of quality. When customers are satisfied with a product

or service, it means that the quality of that product or service is high. Therefore, by focusing

on customer satisfaction, the MCB is able to ensure that its products and services are of high

quality.

A third reason why the MCB chose to focus on customer satisfaction is that it is a

good way to build relationships with customers. When customers are satisfied with a

company, they are more likely to develop a positive relationship with that company. This

positive relationship can lead to repeat business and referrals from satisfied customers. A

fourth reason why the MCB chose to focus on customer satisfaction is that it can help to

improve employee morale. When employees see that their company is focused on customer

satisfaction, they feel that their work is valued and that their company is committed to

providing quality products and services. This can lead to increased employee satisfaction and

motivation, which can in turn lead to improved business performance. Finally, the MCB

chose to focus on customer satisfaction because it is an important part of total quality

management. Total quality management is a business philosophy that emphasizes the need to
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continuously improve the quality of products and services. By focusing on customer

satisfaction, the MCB is able to improve the quality of its products and services and, as a

result, the quality of its business.

Q.3

There are several lessons that can be learnt from the development of a new quality

strategy for a college in the UAE. Firstly, it is important to ensure that the strategy is aligned

with the college's overall mission and goals. Secondly, the strategy should be designed to

meet the specific needs of the college and its students. Thirdly, the strategy should be

implemented in a phased approach, with regular review and feedback. Finally, the strategy

should be monitored and evaluated on an ongoing basis to ensure its effectiveness.

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Reference

Anuforo, P. U., Abubakar, A. H., & Ayoup, H. (2020). The Implementation of Balance

Scorecard and Its Impact on Performance: Case of Universiti Utara Malaysia. Advance

Journal of Financial Innovation and Reporting.