Philosophies and Frameworks: Total Quality Management Presentation

Quality Management in 2010s

Quality management is an essential part of any company’s operations. CRM is a basis for Egyptian market development and its further entrance into the global economy.

Examples: Personal Experience

Means of improving customer relations:

• Gathering feedback via online chats
• Responding to customers in a timely fashion
• Making the communication process personal

1. Gathering customer feedback is imperative for improving the quality of services;
2. Promoting staff training is essential for increasing customer satisfaction rates;
3. Time is of the essence when it comes to satisfying customers’ needs.

Gaining Customer Loyalty

• Customer loyalty is essential to the overall success of a company’s performance;
• Customer loyalty defines the reputation of an organization and, therefore, its further success in the home and global markets;
• Expanding the client base is, therefore, the most reasonable course of actions for addressing the lack of customer loyalty.

Maintaining Customer Loyalty

• Trading centers development;
• Egypt Market development.

Putting Theory to Practice

• Numerous experiences in Egypt have shown that customer loyalty can be gained by funding the activities related to the provision of free services;
• By offering free services, a company displays the willingness to cater to the needs of clients in a proper manner.
• Customer satisfaction rates can be increased with the help of surveys and polls conducted among TA.

Customer Satisfaction and TQM

CRM: Basis for Companies in the Egyptian Market

Identification of the customer’s needs and the creation of added value are two key steps to success in the Egyptian market.

Meeting Clients’ Demands

• Using questionnaires and surveys proved to be the most efficient mean of retrieving customer feedback in the environment of an Arabian medium entrepreneurship.
• Practical application of the TQM model allowed gaining a twofold increase in the company’s revenues.

CRM, Marketing and TQM

The adoption of a Total Quality Management Model presupposed developing a range of training courses and redesigning the leadership approach to create a sustainable environment for fostering the TQM Model in the Egyptian market.

The Art of CRM and Marketing

• The experience in an Egyptian company has shown that customer satisfaction makes the basis for a firm’s success;
• Working for the above-mentioned enterprise has proven that CRM is related closely to customer satisfaction.
• By identifying the essential characteristics of the TA and locating an adequate marketing tool, one is likely to succeed;
• The promotion of the firm’s product to the Egyptian population was a success due to gender-based branding.

Conclusion

• Managing quality is an essential part of any company’s operations.
• Adoption of TQM is crucial for a company operating in the Egyptian market environment.
• Customer satisfaction and quality management are related closely to each other; together, they define the efficacy of an organization’s performance.
• Gathering feedback from customers and improving the quality standards in a company is the key to developing a sustainable TQM approach.