Handbook of Management Scales/Customer focus

Customer focus (alpha = 0.72) Description Through a detailed analysis of the literature, twelve constructs of integrated quality management strategies were identified: top management commitment, customer focus, supplier quality management, design quality management, benchmarking, SPC usage, internal quality information usage, employee empowerment, employee involvement, employee training, product quality, and supplier performance. Using a survey of 371 manufacturing firms, the constructs were then empirically tested and validated. For this purpose a confirmatory factor analysis approach was used. Items Manufacturing managers are aware of the results of customer satisfaction surveys. A summary of customer complaints is given to manufacturing managers regularly. To achieve greater customer satisfaction, our company actively seeks ways to improve our primary product. Our company has been customer focused for the past two years. Source Ahire et al. (1996): Development and Validation of TQM Implementation Constructs. Decision Sciences, Vol. 27, No. 1, pp. 23-56. Related Scales Customer involvement Customer focus (alpha = 0.86) Description The authors identify key constructs related to supply chain management. Based on a systematic instrument develop process, they develop a set of reliable, valid, and unidimensional measurement scales. Items We anticipate and respond to customers’ evolving needs and wants. (0.57) We emphasize the evaluation of formal and informal customer complaints. (0.75) We follow up with customers for quality/service feedback. (0.76) We interact with customers to set reliability, responsiveness, and other standards. (0.78) Satisfying customer needs is the central purpose of our business. (0.67) Customer focus is reflected in our business planning. (0.74) Source Chen/Paulraj (2004): Towards a theory of supply chain management: the constructs and measurements. Journal of Operations Management, Vol. 22, No. 2, pp. 119–150 Customer focus (alpha = 0.86; composite reliability = 0.84) Description Eight quality management practices were identified by the authors: customer focus, employee relations, management leadership, process management, product/service design, quality data and reporting, supplier quality management, and training. Items Extent to which customers are involved in product or service design. (0.58) Extent to which customer satisfaction surveys are used in determining/identifying customers’ requirements. (0.62) Extent to which managers are aware of the results of customer satisfaction surveys. (0.67) Extent to which managers have access to a summary of customer complaints. (0.66) Extent to which the organization actively seeks ways to improve the primary product/service in order to achieve greater satisfaction. (0.84) Degree of employees’ understanding of who their customers are. (0.72) Item 1 was adopted from Powell (1995); item 2 was created based on literature review; items 3–5 were adopted from Ahire et al. (1996); item 6 was adopted from Morrow (1997). Source Kaynak/Hartley (2008): A replication and extension of quality management into the supply chain. Journal of Operations Management, Vol. 26, No. 4, pp. 468–489. Related Scales Customer interaction