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For a lively and ever-changing industry in terms of product and service offers such as tourism industry, the general term of “quality” stands for the very cornerstone of each business run in this segment. A variety of tools have been developed so far in this respect, all of them directed to evaluating and measuring customer satisfaction by direct or indirect methods, such as surveys.
Marketing experts state that customer satisfaction with a purchase depends upon the performance of that product/service and their expectations. If the product/service does not meet the expectations of the buyer, then s/he is dissatisfied. Otherwise, there is no problem at all. And if it exceeds expectations, the customer is extremely happy.
Office Depot is a global supplier of office products and services, which was incorporated in Delaware in 1986. Its products can be classified into three categories: supplies, technology, furniture and other. In 2012, the percentage of each category of products it has sold, was of 65.5% for the supplies, 20.9% for the technology and 13.6% for furniture and other related products. The result in sales for 2012 was of $10.7 billion, which represented a decrease of 7% from the prior year.
Rexam is a leading global consumer packaging group and a leading global beverage can maker. Their vision is to be the best global consumer packaging company, with the aim of enhancing shareholder value. This means achieving a balance between profitable revenue growth, cash generation and the appropriate risk profile for the Group to deliver a steady increase in profit year on year and create value for their shareholders. Rexam makes products for a wide selection of customers across the globe, such as L’oreal, Coca-Cola, Redbull, Hornell, AB InBev and so forth.
Top private companies around the globe have adopted performance management principles and techniques in order to be more competitive in this harsh economic market. This fierce competition has slowly, but firmly found its way in the public sector. Public services are required to adopt best practices and streamline processes in order to justify their budgets and offer quality services to their country’s citizens.
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