Improving a quality system through a management process at Trane Thailand

Kongkiti Phusavat, Supakij Chuancharoen, Suvit Nitipavachon, Rapee Kanchana and Binshan Lin

International Journal of Management and Enterprise Development, 2010, vol. 9, issue 4, 348-363

Abstract: The study deals with the improvement of a management process for Trane Thailand. A management process consists of performance measurement, analysis and improvement. The focus on this improvement deals with customer satisfaction information. It is part of the company's efforts to apply Thailand Quality Award. The methodology involves with the focus-group discussions and the applications of correlation analysis on customer satisfaction and its desirable impacts. The findings show that higher satisfaction on telephone and communication accessibility would lead to higher sale revenues from spares and parts within one quarter. There are three other interrelationships resulted from customer satisfaction. The implications from this study are customer satisfaction needs to be related to financial performance of an organisation for better understanding and information analysis. Finally, improving a management process is one of the key tasks in ensuring long-term organisational competitiveness and to prepare for the future award application.

Keywords: performance measurement; performance analysis; customer satisfaction; quality systems; Trane Thailand; management processes; process improvement; quality awards; focus groups; correlation analysis; desirable impacts; communication accessibility; telephone accessibility; sales revenues; product parts; spare parts; financial performance; information analysis; organisational competitiveness; air-conditioning; enterprise development. (search for similar items in EconPapers)
Date: 2010
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