Customer Relationship Management and Quality

Study Notes

Customer Relationship Management (CRM) focuses on engaging and managing interactions between the enterprise and its customers.
Reengineering seeks to revolutionize organizational systems and processes to enhance customer satisfaction.
Total Quality Management (TQM) integrates management practices to achieve high-quality products and customer satisfaction using various tools.
Just-In-Time (JIT) manufacturing ensures that components are delivered exactly when needed, minimizing inventory and waste.

Staffing involves filling organizational positions influenced by company size, job types, recruitment needs, and external/internal pressures.
Leading motivates and influences subordinates to contribute effectively toward organizational goals.
Charismatic Leadership is defined by strong, self-confident leaders who inspire enthusiasm.
Transformational Leadership combines charisma with individual attention and intellectual stimulation, engaging followers significantly.

Controlling evaluates and adjusts performance to align with organizational goals.
Effective control strategies include:
- Education and communication address gaps in information.
- Participation and involvement engage those who can resist changes.
- Facilitation and support help in adjustments from changes.
- Manipulation and co-optation often provide quick solutions to resistance.

Coordination ensures integrated actions across organization components for successful operations.
Efficiency focuses on maximizing output with minimal input.
Effectiveness guarantees actions lead to desired outcomes; managers must be aware of these practices.
Successful management aligns individual and team efforts toward achieving the organization’s vision and goals.

Developed by Frederick W. Taylor, regarded as the father of scientific management.
Principles include:
- Establishing a scientific approach to work instead of relying on outdated methods.
- Selecting, training, and developing workers effectively.
- Promoting cooperation between management and workers.
- Dividing responsibilities equitably between management and workers.

Focuses on the functions of management and effective practices.
Key contributors include Henri Fayol and Max Weber:
- Fayol emphasized managerial activities distinct from other functions.
- Weber advocated for organization through a bureaucratic structure defined by clear authority and rules.

TQM prioritizes customer satisfaction and quality.
Key figures: W. Edwards Deming and Joseph M. Juran, who emphasized:
- Deming’s 14 Points stress improvement continuity and right-first-time principles.
- Juran identified quality dimensions including design, conformance, and reliability.

Top-level managers set strategic directions and oversee resource allocation, guided by the organization's overarching purpose.
Functions include:
- Establishing performance standards.
- Promoting values for cooperation and trust.
- Articulating corporate ambitions.
Middle-level managers serve as tactical coordinators, translating top-level goals into actionable plans while managing departmental operations.
Their roles encompass:
- Developing team skills and supporting activities.
- Bridging knowledge across different units.
- Balancing immediate and future objectives for sustainable growth.