Assessing Quality Awareness and its Alignment with Customer Needs in Manufacturing and Service Organizations

Abstract

Quality awareness is core to achieving organizational success; it drives customer satisfaction and efficiency in operations. In today's marketplace, organizations in the manufacturing and service sectors must have employees who understand and apply quality aspects effectively. Quality refers to the degree of a product (or service) satisfying customer needs, wants and expectations. The quality culture within an organization will keep it competitive, improve brand reputation, and reduce costs associated with defects and customer dissatisfaction. This study assesses the quality awareness of the employees and its alignment with customer needs in a manufacturing or service organization. The researchers engaged with the organization’ employees to determine how quality awareness affects their workplace and customer satisfaction. The researchers employed a quantitative descriptive survey methodology to collect data, which was then analyzed using statistical techniques and the scoring interpretation provided by Nurali & Suziyani. Microsoft Excel was utilized for this assessment based on the findings; conclusions were drawn regarding the respondents' describing the general understanding of quality awareness, importance of quality awareness in a company’s success and quality issues awareness in their organization. The study emphasizes that the respondents unanimously acknowledged the advantages of quality awareness incorporating in various areas, including customer needs and satisfaction on product or services delivery.