Download Toyota's Quality Impact on Brand and Customer Satisfaction PDF

TitleToyota's Quality Impact on Brand and Customer Satisfaction
TagsQuality (Business) Quality Management Throttle Toyota Customer Satisfaction
File Size973.3 KB
Total Pages64
Document Text Contents
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Contents
1. 0 Introduction ......................................................................................................................... 4

1.1 Background of the research ............................................................................................. 4

1.2 Problem statement ............................................................................................................ 5

1.3 Research question ............................................................................................................ 6

1.4 Research aim .................................................................................................................... 6

1.5 Organizational background .............................................................................................. 6

1.6 Research significance ....................................................................................................... 7

2. Literature review .................................................................................................................... 8

2.1 Introduction ...................................................................................................................... 9

2.2 Emergence of quality management .................................................................................. 9

2.3 Importance of quality management ............................................................................... 11

2.4 Quality system adapted in Toyota .................................................................................. 12

2.4.1 Components of TQM in Toyota .............................................................................. 13

2.5 Quality issues faced by Toyota ...................................................................................... 14

2.6 Refocus on the TQM in Toyota ..................................................................................... 17

2.7 Benefits of quality management .................................................................................... 18

2.8 CRM and Service Quality ......................................................................................... 19

2.8.1 Customer‟s perception of quality: ...................................................................... 19

2.8.2 The Perceived Service Quality approach ........................................................... 22

2.3.3 Gaps between customer expectations and perceptions: ..................................... 23

2.9 Conclusion ..................................................................................................................... 28

Chapter 3 .................................................................................................................................. 29

3.0 Research methodology ....................................................................................................... 29

3.1 Introduction .................................................................................................................... 29

3.2 Aim of the research ........................................................................................................ 29

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3.3 Research philosophy ...................................................................................................... 30

3.4 Research design ............................................................................................................. 30

3.5 Research approach ......................................................................................................... 31

3.5.1 Inductive method .................................................................................................... 31

3.5.2 Deductive method ................................................................................................... 31

Justification .......................................................................................................................... 31

3.6 Type of research ............................................................................................................. 32

3.6.1 Quantitative ............................................................................................................. 32

3.6.3 Qualitative ............................................................................................................... 32

Justification .......................................................................................................................... 33

3.7 Data collection methods ................................................................................................. 33

3.7.1 Sources of data ........................................................................................................ 33

3.7.2 Types of data ........................................................................................................... 34

3.9 Ethical implication ......................................................................................................... 35

Chapter 4 .................................................................................................................................. 36

4.0 Data presentation and analysis ........................................................................................... 36

4.1 Data gathered through questionnaire method ................................................................ 36

4.3 Data gathered through case study method ..................................................................... 43

Chapter 5 .............................................................................................................................. 44

5.0 Results and discussion ................................................................................................... 44

5.1 Impact of customer satisfaction ..................................................................................... 44

5.2 Working towards perfection .......................................................................................... 44

5.3 Empowering quality workers to achieve perfection ...................................................... 45

5.4 Production system .......................................................................................................... 46

5.5 Leaner production, higher quality .................................................................................. 46

5.6 Technology innovation .................................................................................................. 47

5.7 Green technology ........................................................................................................... 47

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