Managing Customer Satisfaction

In: Business and Management

Submitted By alawery
Words 872
Pages 4
Measuring Customer Satisfaction at Liberty Mutual
Introduction
All High Performance organizations know the importance of managing customer relationships. There are many tools and techniques used to anticipate customer needs and expectations. Since in the end there is no profitable business without a satisfied customer. The following report will discuss the Baldrige National Quality Program (BNQP) criteria category 3. This category of BNQP specifically examines the organizations customer relationships as an important part of a listening, learning and performance excellence strategy. Next the report will discuss the best practices of the Liberty Mutual Insurance claims service in measuring customer satisfactions. I will then compare and contrast Liberty Mutual to the BNQP criteria and conclude by giving recommendations for quality improvements.

Baldrige National Quality Category 3
The Baldrige National Quality Program (BNQP) criterion for performance excellence is current being used in many industries and organization to promote and foster customer quality and satisfaction. The BNQP follows TMQ philosophy of a customer-focused organization that involves employees in continuous improvement of all aspect of the business(Evans & Lindsay, 2011). BNQP consist of 7 criteria of requirements which an organization may use to implement a quality management system. The seven categories are
1.) Leadership 2.) Strategic planning 3.) Customer and market focus 4.) Measurement analysis and Knowledge management 5.) Human resource focuses 6). Process management 7.) Business results (Evans & Lindsay, 2011).

Category 3, customer and market focus examines how an organization determines requirements for preferences, expectations, and market trends related to customer satisfaction. This category also observes how the organization builds…...

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