1st Assignment - 23-24 - MGT424

docx

School

Tanta University *

*We aren’t endorsed by this school

Course

208

Subject

Management

Date

Nov 24, 2024

Type

docx

Pages

Uploaded by CoachLorisMaster762

Kingdom of Saudi Arabia Ministry of Education Saudi Electronic University ةيدوعسلا ةيبرعلا ةكلمملا ميلعتلا ةرازو ةينورتكللا ةيدوعسلا ةعماجلا College of Administrative and Financial Sciences Assignment 1 Quality Management (MGT 424) Due Date: 14/10/2023 @ 23:59 Course Name: Quality Management Student’s Name:Khalid AlQarni Course Code: MGT 424 Student’s ID Number: S190231531 Semester: First CRN:12623 Academic Year: 2023/24 For Instructor’s Use only Instructor’s Name: Students’ Grade: / Out of 10 Level of Marks: High/Middle/Low General Instructions – PLEASE READ THEM CAREFULLY  The Assignment must be submitted on Blackboard ( WORD format only ) via allocated folder.  Assignments submitted through email will not be accepted.  Students are advised to make their work clear and well presented, marks may be reduced for poor presentation. This includes filling your information on the cover page.  Students must mention question number clearly in their answer.  Late submission will NOT be accepted.  Avoid plagiarism, the work should be in your own words, copying from students or other resources without proper referencing will result in ZERO marks. No exceptions.  All answered must be typed using Times New Roman (size 12, double-spaced) font. No pictures containing text will be accepted and will be considered plagiarism).  Submissions without this cover page will NOT be accepted.

Learning Outcomes : 1. Use quality improvement tools and practices for continuous improvement to achieve the organizational change and transformation. (2.2) 2. Implement quality improvement efforts using teams for organizational assessment and quality audits. (3.1) •Instructions to search the article: Via your student services page, log in to the Saudi Digital Library. After your login with your student ID, search for the following article: CUSTOMER-FOCUSED ENVIRONMENT: ORGANIZATIONS MUST EXTEND THEIR DEFINITION OF CUSTOMERS. ISSN: 03609936 In this article, the author discusses the different definition of customers either internal or external and how satisfying all customers’ needs helps the organization in term of accomplishing its quality objectives. Read the article, and answer the following questions: Assignment Question(s): 1. In your own words, summarize the article. ( 150 – 200 words ) ( 3 marks ) 2. To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why? ( 150 – 200 words ) ( 4 marks ) 3. Discuss the tools needed to operate within the new environment as indicated by the author. ( 150 – 200 words) ( 3 mark ) Important Notes: -  For each question, you need to answer not in less than 150 Words.  Support your answers with course material concepts, principles, and theories from the textbook and scholarly, peer-reviewed journal articles etc.

 Use APA style for writing references. Answers 1. Answer- The article that is developed by Jim L.Smith is highlighting on the significance for the organizations to focus on customers, and how this focused attention help to build a unique quality environment. The authors indicate to the necessity to focus on each of the internal and external customers which can be achieved through offering high quality products and services. Once the organizations achieve that, they will have the opportunity to satisfy needs, demands, and expectations of its customers that is considered the main concern for any business to survive and reach the desired success. Due to that, organizations must define the needs of the customers accurately as a paramount and link its activities and operations to be aligned with these needs to succeed to meet these needs of the internal customers without any compromising on the satisfaction of the external customers. The authors conclude that the appropriate quality environment is based on customer focus which guide the organization to the right direction that help it to achieve its goals. They referred that the concept of culture is extending to include providing the customers with the highest level of quality products and services which ensure reaching the targeted purpose and direction. 2. Answer-

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Yes, I am totally agree with the authors that the needs of the internal customers are significant as externals in creating and building a true quality environment. The reason for that can be intruppted as focusing on the needs of the internal and external customers, will enable organizations to become highly focused to provide and deliver high quality products and services that can exceed their expectations and win their trust. Furthermore, it will drive the efficiency level and increase the productivity in the manner that can also satisfy the work experience of their employees. The optimal quality environment where the needs of internal customers are considered will generate many positive impacts like fostering culture of cooperation and collaboration between the employees and create a great trust whether inside the organization or between the organization with its customers. Moreover, it will lead to minimizing conflicts between department and motivate them to focus on a common goal, and build a strong workplace that is characterized with a strong sense of purpose, improvement in morals, etc. Hence, through focusing on the internal and external needs of customers, the company will have the ability to deliver the best possible experience with its customers which is considered the real success in the short and long-run. 3- Answer- Authors have indicated to the identified tools that can be supportive in the new environment. These tools may involve full and shared awareness of the demands and expectations of the customers, commitment to the quality standards, and strong culture of open communication and feedback. Added to the previous tools, organizations will be in need for process of assessment for customer feedback and continuous improvement for the customer experience, that is represented in monitoring the customer satisfaction regularly and performing continuous studies about the market and changes that occur in needs of customers, that will provide them with an overall picture about the needs, hence organizations will be required to develop the appropriate strategies to meet these needs. Also, an essential tool that must be considered in setting and investing in training programs that pay more attention to level of customer service and creating customer focused teams. At the end, technology as an innovative tool is effective in accelerating the processes and analysing data in accurate manner.

All these tools can play effective role in supporting the new environment for organizations to reach sustainability through responding quickly to demands of customers whether ( internal or external). References: -Kossmann, M. (2017). Delivering excellent service quality in aviation: a practical guide for internal and external service providers. Routledge. -Sánchez-Medina, A. J. (2014, February 12). Environmental Management in Small and MediumSized Companies: An Analysis from the Perspective of the Theory of Planned Behavior. PLOS ONE. https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0088504

1st Assignment - 23-24 - MGT424

Related Documents