Analyse the Customer Quality Management and Services of Nestle

University: University of Chester

  • Unit No: 3
  • Level: Undergraduate/College
  • Pages: 10 / Words 2548
  • Paper Type: Assignment
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Organization Selected : Nestle


Product and customer quality management is the main element of organisations in terms of building the strong customer chain and product line. Total quality management and operations are the essential aspect in terms of creating values and quality standard related to maintain the customer services and the management are the main part of organisations and the industries (Basu, 2014). This report is prepared to analyse the customer quality management and services and providing satisfactory services. Management of quality and services within a food production and service operations are illustrated in organisational context. A peer group reflection, customer and stakeholders are compressed in this report. Nestle is the chosen organisation to communicate the task and requirements of this project.


Nestles performance audit background

Nestle is one of the international food manufacturing organisation which deals in multiple food products and services (Dhar, 2015). As per sustainable audit report Nestle is one of the production development organisation, 45% of business plants and factories are located in those countriues where availability of quality resoources exist. 48% of employee sare working in developing countrie sadn the sales records indicated towards supporting sources and the managemen of organisation.

Organisation is also committed with its sustainable values and the management with increasing trends and evaluations. Value of shares and the management was evolved in terms of increasing the price which was experiencesed an eighteen fold increased over last 20 years. Capital index of Swiss blue chip stock was increased by 250% USD.

The specific areas of service quality being targeted by the audit and rationale

As per audit of compliance and corporate business principle there are targets there are some corporate responsibilitie and corporate liabilities are highlighted in terms of managing the compliance structure of Nestle. There is a report of managing team and the international headquarters were analysed in this context. There is a team of 25 auditors reporting to head of auditing committee of organisation. As per Dr. Jones sustainability index approx 200 companies in 64 industries groups form 33 countries related to companies related to systematic assessment are also defined in this context (Goetsch and Davis, 2014). Organisations containing the activities and the related to effective strategies and plans also defined in this context. Innovation and governance related to relations with stakeholders and employees remain associated with effective colaboration. Audit team of Nestle travles form country to contry to monitor the effective quality and control with in specific format and evalauation. Main aspects of elaboration and management drives form distribution centres (Han and Hyun, 2015).

There are local distribution centres and sales offices are made in terms of systemactic basis. This mainly associated to auditing finance ad the CEO of Nestle respectively align the operations and management in more systematic way. Board directors are informed subject to internal auditing principles.

Effectiveness of customer service quality management system

Customer quality management and service management plays a vital role in organisational context. With the help of effective quality management and services managers and operations be able to sort out and aligned in significant manner. More over the information and related to customer satisfaction and products satisfactions are essential aspects. There are type of strategies and plans in terms of food production an service operations also covered in this context. This also manage the flow of operational management.

Management capacity mainly depends upon tackling and operating the activities related to customer expectations and management (Hazen and et. al., 2014). In depth knowledge and skills of managing the operations and management are required for better understanding the quality management and serves. As a Customer Service chief, as indicated by may perspective, this Nestle should roll out some improvement in its current routine with regards to client administrations. The director of this lodging chip away at enhancing the two client benefit rehearse and that is Guest Cycle and accommodation offices. Proactive client benefit alludes to a capacity identified with business for foreseeing the grumblings of purchasers and furthermore, their worries previously they respond on the problem.

Customer benefit is the fundamental and primary piece of an association. It is the main legitimacy of each association to fulfil the necessities and requests of clients by giving them great nature of services. It is an exhortation and furthermore help which is given through an association those people who buy its administrations and merchandise. It is a procedure of guaranteeing the customer fulfilment with the merchandise and enterprises. It is an essential piece of keeping up client relationship which helps in upgrading the salary or income. This causes organization to remain propelled and supported and furnish them with an objective which they need to achieve later on. This is a significant part for any examination as without correspondence, there is no hope legitimately.

Analysis and evaluation of customer service and quality management in Nestle

It is critical that lodging should establish the primary connection better. It says that "early introduction is that last impression". To establish the primary connection great, for this situation, it is essential for this inn to give great client administrations and offer offices, for example, clean room, transportation offices, visit direct, great quality nourishment offices, and so forth. On the off chance that the initial introduction of lodging administration on clients will be great then for this situation, buyers will be pulled in towards administrations and they will likewise be the reliable purchasers (Kitapci, Akdogan and Dortyol, 2014).

For this situation, they will be pulled in towards the administrations of inn. It will help in boosting the deals and furthermore benefit level. It is essential that representatives ought to be legitimately engaged with the client benefit. It will be useful for their acknowledgement. From this, the relationship in the middle of organization and clients will be solid and furthermore, amicable. he better devour administration will be demonstrate subtle if on the off chance that staff individuals are not occupied with this. For this situation supervisor perceive and evaluate those representatives who give the better consumer loyalty and furthermore take part in the worker commitment exercises.

Comprehensive appraisal and rationale of the selected theoretical underpinnings and professional standards

Client Administration director, as indicated by may perspective, thisNestle should roll out some improvement in its current routine with regards to client administrations. The supervisor of this inn chip away at enhancing the two client benefit rehearse and that is Visitor Cycle and accommodation offices. Visitor cycle is a period between the pre entry of visitor client and its flight. It is fundamental that the visitor cycle ought to be legitimate from this client judge the condition and the level of client administration of lodging.From this, they will be faithful towards the association. On the off chance that in lodging, there is any sort of issue or issue to clients with respect to offices, at that point for this situation, it is essential for the supervisor or staff of inn is to treat them precisely and centre around fulfilling the requirements and needs of individuals. It is critical for lodging to treat all individuals or clients similarly not by socio-economics or occupation, age, sex, wage level, status, and so on. For upgrading the deals and profitability of business, it is vital for this lodging is to make the new systems and extraordinary approaches to pull in the new clients and furthermore holding the current client by fulfilling the necessities and needs of individuals It will be gainful for business. Those shopper which are fulfilled from the administrations of lodging, they are the long haul clients and furthermore burn through cash. The relationship among the inn and its reliable clients will be solid (Kumar and Reinartz, 2018).

The specific areas of service quality being targeted by the audit and rationale

The administrator of Nestle lodging. It will be useful in directing the business and furthermore improving the offers of an association. In setting to this administrator chips away at make enhance in the current administrations of this inn. In this, it is vital that the staff of cutting edge office ought to be dynamic and take every one of the points of interest or data of clients at the season of their landing. It is the most vital and vital practice that staff individuals from lodging should treat its customers with positive conduct else, it will give a negative effect on the efficiency of business. Representatives ofNestle dependably manage its clients viably. It will help in upgrading their consumer loyalty level (Kwon, Lee and Shin, 2014).

Administration warrantee alludes to a showcasing instruments and procedures under which the administrations of inn is expanded and the danger of client recognition diminished. TheNestle lodging dependably take mind the nature of administrations. This inn gives the offer to its clients of free dinners and end of the week. From this huge number of clients will; be pulled in towards the offer of this organization. For this situation when organization furnish the free dinners to clients with no sorts of charge, at that point it ought to be keep up its nature of sustenance. From this the view of this current lodging's administration quality in the psyche of clients will be sure and great. It will be useful in upgrading the deals and furthermore efficiency of business. In this unique situation, supervisor ought to guarantee about the quality and furthermore ensure about the administrations which are given to the clients. The nature of dinner ought to be great and it ought to likewise be sterile. For remaining to clients, it is fundamental for staffs and furthermore directors to give them appropriate rooms and do a few exercises with the goal that they can appreciate completely. With the assistance of this an ever increasing number of buyers will be pulled in and the deals or improvement of Nestle lodging will be upgraded (Zeng, Phan and Matsui, 2015).

Audit methodology

There are type of methodologies are made in terms of collecting data and justification of data in terms of making the plans.

Qualitative research: this research is mainly associated with analysing the data with explanatory details and problems relared to define and develiop approaches to the problem (Tan, Oriade and Fallon, 2014).

Quantitative research: this auditing method is mainly help to collect the data which nature are qualitative research and used to explore some finding for extra (Shin, 2014).

Synthetic analysis

Quality system management in Cadbury

Cadbury is known for providing quality due to which it has attained strong brand image in market world. The management mainly focuses on enhancing quality and add value to the existing products in order to meet business requirements and comply with local standards. The management first collecting views and expectation of their targeted customers and accordingly make further changes in order to achieve loyalty of customers and attain reputed image in competitive market. Preserving the “right best time” before culture which forces them to maintain their food quality and safety with the help of skilled and potential workforce. Monitoring the quality system on regular basis help company in continuing improves the processes to provide these policies and standards. Assigning roles and responsibilities to employees enable company to achieve its desired goals and objectives of quality and food safety. The business partners are also required to comply with quality policies and systems which ensures quality through the supply chain (Subramanian and et. al., 2014).


This report is prepared to analyse the essential aspects which remains related to customer quality management and satisfaction. This report is prepared in two parts. First part covers the quality control and management by operational manager with professional standards. There is a background analysis of organisation also defined in this context. Food production and services are also defined in this context with effective management and operation also defined in this report. Hospitality assured standards, framework, national occupational standards and service quality management defined in this context. 360 degree presentation subject to customer, peers, chief executive officer and other stakeholders of Nestle organisations are explained in this report.

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Books and Journals:

  • Basu, R., 2014. Managing quality in projects: An empirical study. International journal of project management. 32(1), pp.178-187.
  • Defeo, J., 2016. Juran's quality handbook: The complete guide to performance excellence. McGraw-Hill Education.
  • Dhar, R. L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management. 46. pp.419-430.
  • Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
  • Han, H. and Hyun, S. S., 2015. Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management. 46. pp.20-29.
  • Hazen, B. T. and et. al., 2014. Data quality for data science, predictive analytics, and big data in supply chain management: An introduction to the problem and suggestions for research and applications. International Journal of Production Economics. 154. pp.72-80.
  • Kitapci, O., Akdogan, C. and Dortyol, I. T., 2014. The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences. 148. pp.161-169.
  • Kumar, V. and Reinartz, W., 2018. Customer relationship management: Concept, strategy, and tools. Springer.
  • Kwon, O., Lee, N. and Shin, B., 2014. Data quality management, data usage experience and acquisition intention of big data analytics. International Journal of Information Management. 34(3). pp.387-394.
  • Shin, D. H., 2014. Measuring the quality of smartphones: development of a customer satisfaction index for smart services. International Journal of Mobile Communications. 12(4), pp.311-327.
  • Subramanian, N. and et. al., 2014. Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors. Expert Systems with Applications.41(1). pp.69-80.
  • Tan, Q., Oriade, A. and Fallon, P., 2014. Service quality and customer satisfaction in Chinese fast food sector: a proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR). 2(1). pp.30-53.
  • Zeng, J., Phan, C. A. and Matsui, Y., 2015. The impact of hard and soft quality management on quality and innovation performance: An empirical study. International journal of production economics. 162. pp.216-226.

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