Table of Contents
IntroductionIn a wide and broad aspect of marketing and business, it can be seen that strategies such as customer satisfaction brought about by the decrease average of customer complaints, decline in defective products and services, and continuous customer patronage make a certain business or industry competitive in the market such as in the case of Firestone. In focusing on the customer satisfaction, it cannot be denied that positioning a certain product or service in the market is easier. It only needs to ensure that all the needs of the customers are being met in order to retain them and increase profitability. In the case of the Firestone Company, it can be seen that they have been operating for years now offering its clients with automobile retail.
It is but proper to conduct an analysis of the company using the statistical process control wherein customer satisfaction, decline in defective products and services, and continuous customer patronage.
Customer SatisfactionAlthough customer satisfaction is necessary to any successful business, Firestone is continually learning that satisfaction alone is not enough to build a loyal customer base. In the 1980s and 1990s, customer satisfaction was the watchword for business. Everyone was rushing around to find a way to make customers happy by meeting and even exceeding their expectations. The theory was that if customers are satisfied, they buy more and do so more often. Hence, it cannot be denied that Firestone has been continually
Decline in Defective Products and ServicesIn this area of analysis it can be seen that Firestone cares only about is the articulation of an approach for the firm to achieve an even stronger market positions through an unquenchable thirst for improvement.
All this probably sounds very familiar--as it should--since most firms obviously seek to be successful by stimulating high commitment among their employees. It is the elixir that can bring a new vitality to the practice of management. Starting from Porter's concept of the value chain, it can be proposed that a simplified version of the chain of innovation and creation of quality products to clearly illuminate the process of value creation in products and services. When coupled with the detailed analysis of important customer needs what emerges is a potent technique for strategic management characterized by a constant striving to maximize value delivered to customers (Gomez, 2008).