The constant changes in the market today are urging small businesses to work harder at developing various strategies to stay in the game and above the competition. These changes are happening faster than ever and are present in all categories of products and services, thanks in large part by changing customer needs. Trying to cope with rapid change, small business owners and managers often have difficulty maintaining quality relationships with customers, suppliers and distributors.
We remain committed to quality and customer satisfaction is crucial for a small company to maintain its competitive advantage. As a small business owner, you must ensure that your company focuses on product and customer management. In a small business owner is responsible for the implementation of quality programs and their proper application.
Total Quality Management (TQM) is the process of implementing quality in all business processes of an enterprise. The aim is to achieve success and satisfaction of customers by increasing quality awareness throughout the company. TQM is practiced primarily in large companies, but can be very beneficial for small businesses as well. For this to work, everyone must be involved in the business. The base of the ACT is working on continuous improvement can lead to remarkable results. Here we will go through several key points of a successful total quality program for small businesses.
Quality work and customer satisfaction should be the focus of all employees in your company. Should be well informed about the ACT program and customer satisfaction their number one priority. As a business owner or manager, you must set an example of commitment to the new program and also give permission to their employees to do the same. To get the most out of your employees, you may need to provide training and written guidelines for them. It is important to customer information to these actions as a description of client’s business, expectations, problems, opportunities and feedback to all employees.
Once all employees to participate in quality programs, and focus on ways to improve customer satisfaction, the highest level of quality can be achieved. You may fear that TQM training affect the hours of productive work and lead to lower yields and higher costs. The success of TQM programs have the opposite effect, since each employee can give examples of improved performance. If employees are encouraged and rewarded for their participation in the TQM program will increase job satisfaction, and at the same time, customer satisfaction, sales and profits will increase.
Small businesses often concentrate their efforts exclusively on sales. The reality is that a company can not succeed in selling products without quality and services that differentiate them from competitors. Small businesses are often too busy trying to reach new customers and have no time control of existing customers. The solution is to have the entire company working to support the sales staff and customers. When all employees are committed to quality and satisfaction, most things are done well, resulting in lower costs and greater productivity.
Many small businesses have had success by specializing in a segment of the category of low volume or a narrow focus on specialized customer segment. Being able to respond to changing customer needs and service requirements is essential for the survival of these small businesses. Technological advances may create new competition, and also can provide products and services in your class that can take place in what you offer. If your company has lost its place or is less distinctive in their products and services, dramatically improving quality and customer service may be needed to keep your business running.
Small businesses that have managed to compete with larger competitors are usually trying to make everything a little better than them. Many companies seek only the opportunity to make major changes in the quality or products that provide a competitive advantage, often by not making small improvements that are much more accessible. Product quality is important, but it is also important to have a quality service, advertising and promotion, quality packaging, design, communication, business logos, and so on.
The areas of a company can check for possible improvements include:
- Sale of goods and services.
- Method for obtaining the customer order.
- Recording mode command to the company and a client.
- Method of order processing within the company.
- The time required to process and deliver the order to the customer.
- Method of delivery of final product or service to customers.
- Employee – customer relationships.
- Check if you have a customer follow-up procedure orders.
- Review of the order and level of service satisfaction.