• Login
    View Item 
    •   ResearchSpace Home
    • College of Law and Management Studies
    • Graduate School of Business and Leadership
    • Masters Degrees (Graduate School of Business and Leadership)
    • View Item
    •   ResearchSpace Home
    • College of Law and Management Studies
    • Graduate School of Business and Leadership
    • Masters Degrees (Graduate School of Business and Leadership)
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Quality as a strategy to improve customer satisfaction : a six sigma approach.

    Thumbnail
    View/Open
    Naicker_P_2003.pdf (11.38Mb)
    Date
    2003
    Author
    Naicker, P.
    Metadata
    Show full item record
    Abstract
    In the face of increased competition compounded by globalisation, the challenge facing many South African companies is the need to develop a competitive advantage that will secure and grow its market share. This study explores the concept of customer satisfaction as the means to create that competitive advantage. Customers today are more demanding and are exposed to wider choices. The challenge facing management is to define strategies to "delight customers" - customers do not just want to be pleased they want to be delighted, they want to feel that the company exists to ensure that their expectations are not only met, but exceeded. This study further explores quality as a strategy to enhance customer satisfaction. The Six Sigma approach to quality management has been chosen as the focus. This study has been based on a medium sized South African Information Technology (IT) company, called Business Connexion. The IT industry is characterised by many challenges, the most significant being that it is currently in a slow growth phase after being in a boom in the late 1990s. The management of IT companies, today need to develop strategies to retain their customers and to attract new ones. The challenge facing Business Connexion, who is a relatively new entrant to the market, is to develop a competitive advantage that will put it ahead of its competitors who come in the form of large internationally listed companies. This study explores the option of Business Connexion defining its differentiator based on the capacity to offer its customers a superior quality service at a price lower than that of its competitors. The Six Sigma approach is suggested because it focuses on the elements such as: defining customer needs, creating processes to meet and exceed customer expectations, investigating methods to reduce costs and creating a quality-focused culture within the company. These elements are critical to achieving competitive advantage.
    URI
    http://hdl.handle.net/10413/3868
    Collections
    • Masters Degrees (Graduate School of Business and Leadership) [1014]

    DSpace software copyright © 2002-2013  Duraspace
    Contact Us | Send Feedback
    Theme by 
    @mire NV
     

     

    Browse

    All of ResearchSpaceCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsAdvisorsTypeThis CollectionBy Issue DateAuthorsTitlesSubjectsAdvisorsType

    My Account

    LoginRegister

    DSpace software copyright © 2002-2013  Duraspace
    Contact Us | Send Feedback
    Theme by 
    @mire NV