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"Not to satisfy, but to fascinate"
In a changing world where the importance of national borders diminishes and competition intensifies, all organizations have to ensure the highest quality in products and services they provide. In today's world alternatives for consumer preferences and their expectations increase while tolerance to mistakes decreases. Consumers now procure products and services that are up to standards and excel their expectations from suppliers who are respectful to social and environmental considerations, who provide the best aftersale services and whose employers enjoy a high level of job satisfaction. This is one of the major factors that urge organisations to adopt Total Quality philosophy.
Rivalry within the industry is the second compelling factor. Due to the abandonment of protectionist measures and high customs walls, competition is increasingly internationalized. Under these circumstances organisations' viability depends on their constant efforts for providing better services and products.
Costs is the third key factor for adopting Total Quality Management. Decline in sales due to unsatisfied customers, guarantee costs, funds allocated for correction of mistakes, delays and increasing costs due to inefficient and long procedures and ignored practical solutions suggested by those who are directly involved in the process and many other similar shortcomings all indicate the necessity of Total Quality Management .
Our consultants have vast experience in TQM methodologies: They have acted as National Quality Award Assessors, and have been licensed to provide training on EFQM Excellence Model. They have also helped numerous companies prepare for and win National and European Quality Awards.
Our consultants have also been instrumental in initiating the National Quality Movement which turned out to be instrumental for the Turkish institutions to improve their management quality and win numerous European Awards. They have contributed to developing training materials, case studies, benchmarking studies and rewards mechanisms as well as devising methodologies to measure and improve customer, supplier, and employee satisfaction.
Total Quality Management requires a methodology that would:
- Lead to an excellent performance
- With the participation of all employees
- In line with continuous improvement approach
- That would ensure full customer satisfaction.
Customer Satisfaction
Total Quality Management requires constant measuring of customer satisfaction. ARGE provides the following services for assessing customer satisfaction:
- Requests and expectations
- Products and services
- Confidence
- Company image
- Competitors
Employee Satisfaction
Organisations whose employees are not happy with their work and who are not proud of what they do cannot satisfy their customers either. ARGE carries out researches on behalf of the organisations under the following topics:
- Top management and leadership
- Line manager
- Managing the company and communication
- Company image
- Performance
- Working environment
- Personal and career development
- Remuneration and fringe benefits.
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