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Customer-oriented quality management: how customers affect quality.: Study applied to a Chinese manufacturing company
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).
2012 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

“A complaint is a gift” (Barlow & Moller, 1996)

The aim of the thesis is to analyze complaints as source useful information from a process-improvement standpoint in order to measure the cost of poor quality and create a model for the improvement of internal performances on the basis of customers’ satisfaction.

The study is based on the analysis of customers’ perceived quality, expectations and complaint behavior. The research focuses on creating a framework to calculate cost of quality more accurately and improve performances collecting and elaborating customers’ feedbacks. It is a cheap solution to discover and address internal weaknesses, especially for companies that cannot afford to pay for expensive quality management projects (i.e. Six-sigma).

Customers’ satisfaction and complaint behavior vary a lot depending on industry, culture, expectations and price paid for the good purchased. For this reason, the proposed model classifies consumers’ feedbacks considering the abovementioned variables, in order to have a general model that could be suitable for several companies operating in different industries.

The model promises costs reduction and performance improvement, besides the gain of key-information about customers. 

Place, publisher, year, edition, pages
2012. , 121 p.
Keyword [en]
Quality management, customer orientation, COPQ, complaints management systems
National Category
Business Administration
URN: urn:nbn:se:kth:diva-102716OAI: diva2:556106
Educational program
Master of Science - Industrial Engineering and Management
Available from: 2016-09-01 Created: 2012-09-24 Last updated: 2016-09-01Bibliographically approved

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