Bosch Total Quality Management
MANILA BUSINESS COLLEGE
MANILA
SUBJECT: Total Quality Management
TERM/SCHOOL YEAR: 3RD Trimester, School Year 2012-2013
COURSE REQUIREMENT: TQM at Bosch Philippines
FACULTY: Dr. Esmeraldo D. Dimaculangan, Jr.
SUBMITTED BY: Asnia Bayabao Bernadeth Cruz Regineth Van Mino
DATE SUBMITTED: April 19, 2013
ACKNOWLEDGEMENT
First of all, we are very grateful to the Almighty God - for bearing us the knowledge and wisdom that has been used throughout the project. May the product of our efforts justify the gift that the Almighty God has bestowed upon them. We are sincerely expressed our gratitude to all Bosch Philippines departments’ managers and employees who shared their knowledge about the company and time interviewing them. Last but definitely not the least; we would like to express our appreciation, to the ones who have rendered unconditional support and love to us: our family. Our family from whom we got the motivation and inspiration to never give up and give the best of our efforts. Through this project, may our efforts reach our parents and reflect our indebtedness for our sacrifices.
I. Introduction In a span of time, Bosch has emerged into a successful business to what it is today. It has continuously improved the quality of service. Of course, customers’ complaints are inevitable in every organization. Three (3) complaints out of one hundred products sold to customers are caused by some product defects, its expensive price, customers’ attitudes (arte), order delivery and some rare safety concern of its users. To initiate quality programs to better meet customers’ requirements, Bosch should have its own quality control in the Philippines to avoid some product defects and user’s accidents due of using Bosch’ products. The company should come up with Customer Relationship Management system to build understanding between them and the customer that
MANILA
SUBJECT: Total Quality Management
TERM/SCHOOL YEAR: 3RD Trimester, School Year 2012-2013
COURSE REQUIREMENT: TQM at Bosch Philippines
FACULTY: Dr. Esmeraldo D. Dimaculangan, Jr.
SUBMITTED BY: Asnia Bayabao Bernadeth Cruz Regineth Van Mino
DATE SUBMITTED: April 19, 2013
ACKNOWLEDGEMENT
First of all, we are very grateful to the Almighty God - for bearing us the knowledge and wisdom that has been used throughout the project. May the product of our efforts justify the gift that the Almighty God has bestowed upon them. We are sincerely expressed our gratitude to all Bosch Philippines departments’ managers and employees who shared their knowledge about the company and time interviewing them. Last but definitely not the least; we would like to express our appreciation, to the ones who have rendered unconditional support and love to us: our family. Our family from whom we got the motivation and inspiration to never give up and give the best of our efforts. Through this project, may our efforts reach our parents and reflect our indebtedness for our sacrifices.
I. Introduction In a span of time, Bosch has emerged into a successful business to what it is today. It has continuously improved the quality of service. Of course, customers’ complaints are inevitable in every organization. Three (3) complaints out of one hundred products sold to customers are caused by some product defects, its expensive price, customers’ attitudes (arte), order delivery and some rare safety concern of its users. To initiate quality programs to better meet customers’ requirements, Bosch should have its own quality control in the Philippines to avoid some product defects and user’s accidents due of using Bosch’ products. The company should come up with Customer Relationship Management system to build understanding between them and the customer that