Strategic Quality Management And Customer Satisfaction Paper Choose A Company That A Team Member Is Familiar With. Conduct A Swot Analysis For The Company

1359 words - 5 pages

Strategic Quality Management and Customer Satisfaction PaperMicrosoft being a large corporation is built on customer satisfaction and quality. Making sure that quality management and customer satisfaction ranks high on their list, Microsoft maintains annual goals and performance evaluations "Ensuring a high level of satisfaction among our customers and partners is a core component of business at Microsoft. Customer and Partner Experience (CPE) is a company-wide strategy to increase customer satisfaction and improve experiences with our products, programs, and services." (Microsoft.com) Microsoft also has a program called the customer service improvement program and this program provides Microsoft with real-time feedback about any customer experience. Their priority is the experience you receive from them.SWOT AnalysisStrength- One of the strengths that Microsoft has is their customer base, which is over thirty million people. One of the major successes of Microsoft is the Windows line. Microsoft made very important adjustments to their cost structure and then streamlined internal business processes. Along with these they created a streamline of products such the new release of Microsoft Windows and Microsoft Office.Weakness- One of the weaknesses that curses Microsoft is the lack of customer service support online. Many problem customers have need to be solved as quickly as possible. If the customer service is not able to do this with efficiency and integrity that will leave them being perceived as incompetent. This is one of the reason is why many customers are not retained.Opportunities- Microsoft creates opportunities in developing countries that have a lack legal legislation that helps from the possibility of government putting a limit on business growth. The impact on China during this recession is very minimal so that the buying power is still strong. There's increasing popularity for Internet access. More important, people use computer at much younger age, which broadens Microsoft's potential market. Personal handheld devices are in the trend. This opens up new market segments for Microsoft to develop, which provides opportunities to attract different customers and overpower their competitors.Threats- One of many threats Microsoft is faced with are the different lawsuits made by independent companies and software developers. These lawsuits drain Microsoft's financial resources and spread a negative image about the company. Unfavorable changes in economic conditions may result in lower information technology spending and adversely affecting Microsoft's revenue. The impact on Microsoft's partners, such as bankruptcy of a major distributor, can result in sales channel disruption. To restrain from ruining reputation, Microsoft will follow strict policies with international environmental regulations. However, compliance costs are high, reducing operating income. Microsoft's corporate headquarters and critical business operations are located...

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