Corporate Responsibility Essay
In a lay man’s term, quality can be associated either to a less or more mediocrity. It can mean an exceptional scale of excellence and distinction or the lack of. Most companies set standards for quality where this quality is established so that specific concerns in different sectors will be addressed. There’s no question on any company’s pure intentions on quality as these are grandly expressed in every mission, vision, goal and objectives of a certain organization.
All of which are for the quality formation which is geared up to compete with the quality of the competitor’s outputs and other challenges of a foreseen future of a world in constant wrestle with competition. Further, the question should answer if the production of a certain good or services calls for a toast to a successful moving career Service Industry One of the leaders of the pack for delivering quality customer service is Expedia. com, a US-based online travel agency.
Expedia has been recognized as the largest online travel agency in the world, the third largest travel company in the US and the fourth largest travel company in the world. The company will not be patronized by leisure and corporate travelers in the US
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Thus, these agents are being well-trained to offer: • Above and Beyond service – let customers feel like being offered with a service more than they expected; doing something extra for a customer that is not a part of the required perceived job which makes a lot of difference to the loyalty of the customer even if they are just shopping online. • Accountability – acknowledgement and assumption of responsibility for actions, products, decisions and policies which the company representatives are responsible and liable for.
• Ownership – treating the reservations of online bookers and travelers as important as if it were the employees’ personal reservations; treating customers like they are the customer to their individually owned company. So basically, Quality in the service sector is very dependent on the customer care approach of the front line agents or the customer facing people of the company. That is why it is very fundamental for a customer service organization to coach and constantly train these representatives through the customer satisfaction surveys and feedbacks. Manufacturing Industry
There have been a number of very successful manufacturing companies in the globe but one the best of its line of kind is the Coca-Cola Company, the world’s largest beverage company. The company operates in more than 200 countries and market more than 2,800 beverage products including sparkling drinks and still beverages such as waters, juice drinks, teas, coffees, sport drinks and energy drinks. In the manufacturing industry, it has been a mindset that Quality drives Productivity, thus, resulting to increased employment opportunities, technological advances and greater revenue.
But in order to deliver quality output to end users, the company worked on developing its Coca-Cola System. The system incorporates their 300 bottling partners worldwide to ensure responsible and quality-centered production, packaging, distribution and merchandising of finished products. This involves: • Teamwork – understand how each bottling partner function to produce and distribute one targeted output – quality beverages. • Leadership – motivates, inspires and supervise all bottlers around the world to achieve towards achieving one common goal and target customer satisfaction
• Corporate Responsibility – the company assumes and obliges to be sensitive to the needs of each partners so as to take care of their welfare to move production heights • Partnership – the continuously collaborate and team up with big events and occasions to promote, outreach and at the same time advertise the how their products gone through high quality standards and measures. Thus, the most progressive view of quality in the manufacturing sector has been a courteous product of the aggregate and combined efforts of the management and partners.
With a viewpoint of, if a customer buys a product, he forms an impression based on how it was sold, how it was delivered, how it performed in the market and how it is being patronized. Healthcare Industry We may have pictured out a lot of healthcare companies who are very precise and strict if quality is being discussed. On top of the list should be Pfizer, the world’s largest research-based biochemical and pharmaceutical company.
The company operates with approximately 85,000 colleagues in more than 150 countries to work on discovery, development, manufacturing and delivery of quality, safe and effective prescription medicines to patients. In this industry of course, quality is the main talk. Health is wealth indeed. The quality of the products should be able to parallel to the sensitive and delicate customer satisfaction target. The company then ensures all customers with dedicated values and commitments ranging from:
• Business conduct and ethics – each employee’s foremost responsibility is to abide to their company policies on business conduct to deliver the highest quality of service. • Lobbying and political contributions – keen on challenges brought about by barriers to access, counterfeiting, illegal importation and trade, and the dilemma on intellectual property protection. • Support for medical, scientific and patient organizations – outreach which goes to show the dedication and commitment to deliver the quality service to those who need it the most
• Safety and reliability – advances good health through innovation, production and distribution of medicines and more importantly perhaps, preservation and creation of healthy community. Ultimately, for the healthcare sector, quality healthcare services are consonance and parallel to quality customer service. The dedication to the profession and the sensitivity of the nature of the work will deliver the value of the quality service to ensure customer satisfaction, which is healthy living.
With the three different business sectors, fields and concentration, the customer’s perception of value and satisfaction begins with an initial purchase and continues throughout the actual ownership and the overall customer service experience. This describes the customer-driven quality that can help assess the participatory management to ensure customer satisfaction. That is, despite of whether the experience or the service received is good, so-so or bad, a customer’s overall satisfaction will influence what the company provides.
The process should be able to build trust, confidence and loyalty from the customers by meeting or exceeding customer expectations. References The Coca-Cola Company (2008). Behind the Brand. Retrieved August 27, 2008, from http://www. 12manage. com/methods_kano_customer_satisfaction_model. html Lockheed Martin Corporation (2008) Customer Satisfaction and Quality. Retrieved August 27, 2008, from http://www. lockheedmartin. com/canada/about/CustomerSatisfactionQuality. html