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BUS 445 Total Quality Management
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Write My Essay For MeVoice of the Customer
In the “Understanding the Voice of the Customer at LaRosa’s Pizzerias” case study found in your textbook, LaRosa’s Pizzerias implemented the Voice of the Customer process to its restaurants design to address customer needs and expectations and ultimately allowed the restaurant chain to gain significant market share.
Answer the following:
- Develop a customer satisfaction survey of eight questions. The questions must be relevant to the case study that the project team would use to solicit appropriate responses on the restaurant design concept from current and potential customers both inside and outside the restaurant’s current market area. Explain your rationale for each question selected.
- For each of these survey questions, identify a critical to quality (CTQ) performance characteristic for each of the survey questions and discuss why they are important to customer satisfaction.
- Examine the customer profile (age, lifestyle, etc.) that the restaurant is targeting based on the customer requirements that LaRosa’s has identified and considered as the design concept the restaurant has adopted.
The Assignment:
- Must be submitted in an MS Word document.
- Must be 900 – 1,400 words (excluding title page and references page) in length, double-spaced and formatted according to APA style as outlined in the Ashford Writing Center. Contextual (Level One) headings must be used to organize your paper and your thoughts. Must include a title page with the following:
- Title of paper
- Student’s name
- Course name and number
- Instructor’s name
- Date submitted
- Must include an introductory paragraph with a succinct thesis statement.
- Must address the topic of the paper with critical thought.
- Must end with a conclusion that reaffirms your thesis.
- Must use at least two scholarly resources, including a minimum of one from the Ashford Online Library, in addition to the textbook
- Must document all sources in APA style, as outlined in the Ashford Writing Center.
- Must include a separate reference page, formatted according to APA style as outlined in the Ashford Writing Center.
Solution Preview
Customer satisfaction is the most important aspect in any kind of business. This is the reason as to why, in any marketing plan, all strategies are geared to ensuring that the customer is well taken care of. Customer experience can make or break a company (Cariaga, 2014). Existing studies indicate that close to 65% of business transactions take place as a result of customers that already have loyalty to the business and yet it costs close to four times more to establish a new customer base. Therefore to maintain an existing customer base, it is important to firstly do a customer survey as a way of understanding their needs, level of satisfaction, concerns (including criticisms) and other needs so as to boost customer loyalty. Understanding the voice of the customer at LaRosa’s Pizzerias started by implementing a voice of the Customer process that was meant to address their needs and expectations. Through this survey, the restaurant expected to expand its market share in Ohio, Cincinnati, Northern Kentucky and other parts of Southern India.
This assignment will, therefore, involve the development of a set of eight questions that form the customer satisfaction survey. The questions developed are in relation to the case study used by the project team in finding appropriate feedback on the design and the concept of how to retain current customers by ensuring there is customer loyalty as well as attracting others both within and without the established markets. Secondly, I will identify a CTQ performance characteristic specific to the developed questions in the survey as well as provide reasons as to why they are important in the process of customer satisfaction. Lastly, I will analyze the profile of the customer in terms of, for example, age and lifestyle. This is important as it forms part of the segmentation and target analysis process that is part of the design concept that LaRosa’s have developed.
Customer Satisfaction Survey
Stating the purpose of a customer survey forms the first step for any business or organization (Chen & Elston, 2013). For this research paper, I discovered that the restaurant has of late attracted an increase of customers of American descent as opposed to past years. Probably this could be attributed to improved customer satisfaction. This informs that probably the customer survey helps the restaurant attract more customers. This survey will help gauge the perception that customers have on the restaurant and what needs to be improved.
Solution Preview
Currently, I work at a children’s healthcare center, which is more of a community hospital. Evidence based practice (EBP) is important because it enables nurses to access and use scientifically permitted evidence so that they can deliver healthcare that is of good quality to the people (Underhill, Roper, Siefert, Boucher, & Berry, 2015). Over the last few years, nurses at my place of work managed to introduce and implement an important evidence-based policy relating to pediatric sedation during painful procedures. The nursing team presented evidence-based data and research findings in favor of pediatric sedation, which used nitrous oxide for painful surgical procedures in children. All the involved nurses shared the idea with doctors and the top administration and within no time, the procedure was adopted in the emergency unit. The hospital management has been very supportive of this idea.
The organization policies played a role in ensuring efficient adoption of pediatric sedation practice. First of all, the existing hospital regulations require the management team to evaluate and support new ideas by the various departments. Additionally, the e
Disseminating Findings
The audience determines how the research findings are disseminated (Visovsky et al., 2017). In this case, the audience comprises the healthcare professionals and the surrounding community. For the sake of the healthcare team, conference presentations and science journals would be suitable. On the other hand, social media platforms, YouTube videos and blogs would serve the community better…
