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Name: Le Ngoc Tuong Vi (Vicky)

Class: SUD 10

I. Customer satisfactionTotal Quality Management (TQM) philosophy is to satisfy the customer - the person who pays

for the product or service, satisfy the supplier, and continuously improve the business processes.

For this reason, make customer satisfaction is one of the most important objectives of Portakabin

when the company applies TQM. Customers of Portakabin divide into internal customers and

external customers.

Internal customers:

Within a company, a worker provides a product to his or her supervisors. If the person has any

influence on the wages the worker receives, that person can be thought of as an internal

customer. A worker should make internal customers satisfying in order to keep his or her job and

to get a raise or promotion.

Portakabin give their employees survey to understand what the company need improve to make

the worker love their job. The survey looked at which aspects of the work environment had most

impact on improving employee performance. It produced data on how employees reacted to their

working environment and found three types of employee.

Through the research, Portakabin know that workers feel the quality of the working environment

is important. Employees stated that this is one of the most important factors in providing job

satisfaction and career contentment. It suggests that natural lighting influences human

performance in the work environment. The study further suggests that it is more satisfying to

work in a modular or portable building that has the appearance of being permanent. This is very

important for Portakabin to know and respond to.

The conclusion from this research is that improvements to the natural lighting and the interior

and exterior appearance of the workspace can increase employee satisfaction and business

productivity. This type of quantitative data has provided an opportunity for Portakabin to design

solutions to clients' needs. It has consequently provided buildings that contribute to a happier and

more productive workforce.

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Portakabin uses focus groups to find out how the working environment affects workers'

performance and productivity. This provides pleasing working conditions. These contribute

towards the creation of a happier and more productive workforce.

External customer:

Customer satisfaction leads company profitability increase and both of them are linked closely to

products and service quality. High level of Portakabin quality products in greater customer

satisfaction, while at the same time supporting higher prices and often lower costs.

Customers' needs for accommodation change because of many factors. The main factors are

changes in new technology, demands of health and safety, stricter legislation and the need to

respond to different working patterns. For this reason, business has to find solutions quickly to

keep up to date. They also need to allow for further changes in the future. Portakabin has to be

able to understand and respond to these changing needs to remain competitive.

It is important for Portakabin to find out what inspires loyalty in its customers so it can

encourage them to remain so. One way is to see how many are willing to come back for repeat

purchases, but it is also vital to know why they return. This is the reason Portakabin carries out

thorough market research. Market research is the collection of data that can be used to see how

well a business is doing in its chosen market.

Portakabin use formal, measurable methods to assess whether we are meeting our customers'

needs and we have a number of tools to do that. Market research, Customer research, Customer

satisfaction interviews (CSIs) and Net Promoter Index (NPI) scores all give Portakabin important

insights into and make the company find the way how they can do better.

Through these methods, Portakabin release that their main aims are to make sure that Portakabin

customers don't have time over-runs, that they don't end up paying more than they agreed and

that they enjoy peace of mind throughout their programme and beyond. It means that the

company deliver customers project on time and on budget.

Market research, Customer research, Customer satisfaction interviews (CSIs) can be collected

through primary research or secondary research and can be either qualitative or quantitative.

Quantitative data was supplied when Portakabin surveyed its loyal customers to find out what

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factors distinguished the company. This means that facts, feelings and opinions are collected.

This type of information helps to develop new products that customers want. It also ensures that

customers are satisfied with the service they have received. Other data may be quantitative. This

focuses on statistics and figures. These provide a business with information that can be

represented in a table, graph or a chart.

By carrying out structured CSIs, Portakabin has carried out a customer satisfaction interview

with the vast majority of its clients. In the questionnaires customers are asked to rate Portakabin

on a 1 to 10 scale (where 1 is very poor and 10 is excellent) across a whole range of criteria.

Questions are asked in four categories:

Customer experience with sales and administration - the company's response to an

enquiry, the level of service received, the speed of a response and how clearlyinformation was presented.

Delivery and installation - the service provided by the installation team and the haulier. The building itself - whether it was clean and fault-free on delivery and if not, what steps

were taken to put things right.

The client's overall impression of the service - the courtesy and technical knowledge of

Portakabin staff, value for money and whether they received 'peace of mind'.

Within these CSI categories specific questions cover important details such as scores for

cleanliness and completeness of delivered buildings and courtesy and technical knowledge of

staff. Portakabin also encourage customer give their idea to help them improve their products

and service to more and more make customer satisfaction.

These results have been used to assess user views and develop new products and services.

Portakabin regularly use surveys to extract quantitative data. This has helped to discover why

customers chose Portakabin over its competitors. The results of these surveys showed that the

majority of customers welcomed the unique Portakabin offers of both high-quality buildings and

extensive service support to provide them with peace of mind when ordering a building.

Besides, developing effective services for Portakabin customers to meet their key needs and also

help the company remains market share. Portakabin uses a number of processes to ensure that it

can deliver high levels of service and high quality products. These include:

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Research and development of new product ideas and added-value solutions. Quality assurance and quality control procedures to ensure a high level of service and

product quality. Assessing reliability of suppliers and levels of service to ensure that materials and

supplies arrive on time and to a high level of quality. Using research results to develop

products.

Effective strategies for marketing and sales aimed at specific market segments.