Title: Improving a quality system through a management process at Trane Thailand
Authors: Kongkiti Phusavat, Supakij Chuancharoen, Suvit Nitipavachon, Rapee Kanchana, Binshan Lin
Addresses: Faculty of Engineering, Department of Industrial Engineering, Kasetsart University, Chatuchak, Bangkok 10900, Thailand. ' Faculty of Engineering, Department of Industrial Engineering, Kasetsart University, Chatuchak, Bangkok 10900, Thailand. ' Faculty of Engineering, Department of Industrial Engineering, Kasetsart University, Chatuchak, Bangkok 10900, Thailand. ' Faculty of Engineering, Department of Industrial Engineering, Rajamangala University of Technology Thanyaburi, Thanyaburi, Pathum Thani 12110, Thailand. ' BE321, Business School, Louisiana State University in Shreveport, Shreveport, LA 71115, USA
Abstract: The study deals with the improvement of a management process for Trane Thailand. A management process consists of performance measurement, analysis and improvement. The focus on this improvement deals with customer satisfaction information. It is part of the company|s efforts to apply Thailand Quality Award. The methodology involves with the focus-group discussions and the applications of correlation analysis on customer satisfaction and its desirable impacts. The findings show that higher satisfaction on telephone and communication accessibility would lead to higher sale revenues from spares and parts within one quarter. There are three other interrelationships resulted from customer satisfaction. The implications from this study are customer satisfaction needs to be related to financial performance of an organisation for better understanding and information analysis. Finally, improving a management process is one of the key tasks in ensuring long-term organisational competitiveness and to prepare for the future award application.
Keywords: performance measurement; performance analysis; customer satisfaction; quality systems; Trane Thailand; management processes; process improvement; quality awards; focus groups; correlation analysis; desirable impacts; communication accessibility; telephone accessibility; sales revenues; product parts; spare parts; financial performance; information analysis; organisational competitiveness; air-conditioning; enterprise development.
International Journal of Management and Enterprise Development, 2010 Vol.9 No.4, pp.348 - 363
Published online: 17 Dec 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article