Moment of Truth Notes: Definitions & Explanations PDF | Download eBooks
Study Moment of Truth lecture notes PDF with total quality management definitions and explanation to study “What is Moment of Truth?”. Study moment of truth explanation with TQM terms to review total quality management course for online MBA programs.
Moment of Truth Definition:
In a service context, the phrase "moment of truth" refers to the point in a service experience at which the customer expects something to happen.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Moment of Truth Notes:
Moments of truth are the points at which customers come in contact with a firm and develops a perception about it. At these points, customers expect something from an organization. Moments of truth are very critical for an organization's image. These can be either good or bad. Customers can come in contact with the organization by different means i.e. telephone, websites, email or face to face contact. Moments of truth can result in both satisfied and dissatisfied customers. Since the customers expect from an organization during a moment of truth, the organization must meet their expectations in order to get a happy and satisfied customer.
Keep Learning with TQM Notes
What is Partnering?
International market can be targeted by joining hands with firms in another country. This way of reaching out to new ...
What is Responsiveness?
With the perception of a customer, it is always important to get a prompt and timely response from the service ...
What is Bath Tub Shaped Hazard Function?
There are several reliability models used in the reliability studies. The most common model is bath tub hazard function. It ...
What is Payback Period?
To determine the worthiness of a project based on different aspects, qualifying projects is important. One of the way to ...
What are Trends?
Control charts are used to monitor the processes. Different types of control charts can be developed according to the available ...
What is Attribute?
Attribute is something that cannot be quantified. It is basically a characteristic or feature of a person, place or thing. ...