Planning in work area based on fulfilling the needs of your customers, monitoring on an ongoing basis the needs of your customer and your success in meeting them, developing customer loyalty and advocacy rather than just keeping customers satisfied and having a clear understanding of how to keep your customers satisfied are other attributes which need to be factored in the company planning. In addition, being able to make or influence changes you believe to be to the benefit of staff work area, recognizing and rewarding staff excellence and initiative, being fully involved in the development of objectives and plans that relate to different jobs and actively encouraging and rewarding innovation in different work areas.
The research paper was based on a manufacturing company which was dealing with kitchen and bathroom cabinetry. The company had the interest in determining staff satisfaction levels across its functional areas. The main purpose of the research findings on customer satisfaction was to enable the company position itself in the industry and to retain quality staff (in a field with few professional) for greater competitive advantage. Further, the survey had been occasioned by high staff turnovers leading to huge company losses.
The mean, minimum response, maximum response and the standard deviation of the staff responses were determined (see table 2 above). Further, value 3 was considered as the average response and all values greater that 3 were admitted as above average performance while values lower than 3 were admitted as poor performance. Statements with a value less than 3 were to be considered as problematic areas which needed total consideration if the company is to do better.
In terms of communication and feedback, it is evident that the mean difference of the responses; you receive regular feedback on the progress of your work area and you receive