Question 1. How well do the two organizations meet their customers' needs?
I work for a medium sized hotel and the international organization I would like to work for is Google. In an environment of dynamic customer expectations like the one we have today, if an organization is doing little in testing and learning how to improve the customer experience, then the organization would likely lag behind (Eisingerich, Merlo, Heide & Tracey, 2016). It is evident that the new generation has high standards for customer experience. In the hotel that I work for, the organization undergoes numerous transformations to keep up the pace of the ever dynamic digital world. The hotel has advanced in using digital technology as a way to enable customers to experience communication in an effortless and seamless manner. Digital technology has also enabled the members of the hotel to create unique experiences and add more life to the hospitality to make it match the trend. This has seen a massive improvement in several departments and most especially the customer care departments. Through the technological advancement, customers are served timelier, given proper information without delay and generally placing the needs of the customers first.
In Google, the company has been doing a lot of innovation to keep up with the customers' expectations. One of these innovations is hangouts. Hangout is a free video solid chat app which is built into the calendar of Google and Gmail and which make it simple to make calls. The text chats are simple and easy. Apart from hangouts, Google has come up with a meet which enables the users of G Suite to create and draw a schedule video conferencing calls (Topalović, 2015). Customers who subscribe to G Suite can also make calls to a maximum of 30 participants. Meet also helps in supporting high definition video as well as enabling customers to store videoconferences for purposes of record keeping.
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Question 2. To what extent are total quality processes employed?
Total quality management is a competitive strategy to achieve success and often motivated by the urge to satisfy customers' needs. In the hotel industry, customer satisfaction is the key driver and thus total quality management is inevitable. Every employee is obliged to enhance their service delivery as well as the internal hospitality culture that can help in improving the customer experience (Goetsch& Davis, 2014). Even so, being that the organization is a medium sized hotel and not an international organization, the extent of total quality management may not be so intense as the international organization. In Google, total quality management is the basically the fundamental concept which forms the basis of all their activities and innovation.
Do you feel that total quality processes affect customer satisfaction levels? If so, why? If not, why not?
I do not believe that total quality process affects the customer satisfaction levels. This is because it is the customer who determines whether the services or products are quality or not. In a similar way, the customer is the ultimate determinant of the quality level (Goetsch & Davis, 2014). Regardless of the efforts made by the organization, whether training employees or upgrading software, the customers may still end up not pleased by the efforts made by the organization and the whole process would still be meaningless.
Is the successful implementation of total quality processes affected by whether or not a company is considered international? If so, why? If not, why not?
I believe that successful implementation of total quality management can be affected by whether or not a company is international. This is because international organizations always want to maintain their international success which places them on the international map. One of the ways to maintain that level is to ensure total quality management. In as much even the local organizations can be successful in the implementation of the total quality process, the international level of an organization plays a role in ensuring the success.
References
Eisingerich, A., Merlo, O., Heide, J., & Tracey, P. (2016). Customer satisfaction and purchase behavior: The role of customer input. In Looking forward, looking back: Drawing on the past to shape the future of marketing (pp. 220-220). Springer, Cham.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence . Upper Saddle River, NJ: pearson.
Topalović, S. (2015). The implementation of total quality management in order to improve production performance and enhancing the level of customer satisfaction. Procedia Technology , 19 , 1016-1022.
