Moment of Truth
Satisfying customers by providing high quality products and services is the top priority of the Golden Eagle Inc. As per their policy, the customer should not only be satisfied, but also they delighted to have the products and services of the Golden Eagle Inc. In this regard, the incorporation decided to provide services to the customer by following the policy of “one customer at a time”. Moreover, the incorporation is required to provide each “moment of truth” to the customer. The original / true meaning of the phrase “moment of truth” is “A critical or decisive time on which much depends; a crucial moment” (Araujo, 2013). However, the phrase “moment of truth” utilized in the given scenario presents diverse meanings. One of the main reasons for utilizing the phrase in the paragraph is to highlight the time of an interaction between the customer and employees of the organization. At this time, the customers are in a position to make an impression about the organization. The employees of the Golden Eagle Inc. are required to put all the efforts to deal the customer during the time of interaction with the organization through product, sales force or services. And the efforts should be made to satisfy the customer in the provision of the product or services.
As per the policy of the Golden Eagle Inc. the employees are required to serve only one customer at a time. Therefore, all the employees focus on one customer to guide or resolve the issues (if any). The main theme of the phrase is that the employees of the organization should work for the customer to provide high quality services even in the critical or crucial time. The phrase highlights that the employees should spend each and every second to provide high quality services to the customers considering to not only satisfy them but also delighting each customer with excellent products and services. Precisely, the phrase presents that the customers should be attended gently while providing services or products (Araujo, 2013).
Dimensions of Quality of Product and Services
The product quality refers to the characteristics and features offer by a product, controlled by an organization (manufacturer) considering certain basic requirements. The term ‘quality’ is relative with respect to a customer in terms of services or products. As per David Garvin, there are eight dimensions of quality of a product include, performance, reliability, serviceability, durability, conformance, perceived quality, features and aesthetics. The dimensions of quality of product or services are demonstrated with examples in the following section of the document (Garvin, n.d).
The ‘performance’ refers to the executing or operating characteristics of a product. A product has to be used and operated efficiently in usual or normal conditions. For instance, an operating system should not be hanged or efficiently usable during favorable or usual environment.
The reliability dimension of a quality product or service refers to not fail in the provision of services during unfavorable conditions. For instance, a refrigerator should not stop cooling even if the electrical voltages fluctuate.
The serviceability refers to an ease of maintenance or reparability upon failure. While procuring a product, an end user should consider Total Cost of Ownership (TCO) than the purchasing cost only. For example, if two products have the same features and characteristics, but the maintenance cost of one product is higher than the other. In such situations, it is recommended that the product with lesser maintenance cost should be purchased by an end user (Periera, 2008).
The durability refers to the life of a product with respect to the operating conditions. It can be stated that the durability is closely related to a warranty of a product. For instance, fighter aircraft procured to operate from aircraft carriers include design criteria intended to improve their durability in the demanding naval environment.
The conformance refers to the development of the product or provision of the services as per the specified requirements. If the requirements specification of the product include the product should be efficient while fulfilling all the business processes of the organization. Then the product should be efficient and if so, it can be stated that the product conforms to the specifications.
The perceived quality refers to the quality assigned to the product based on indirect means. Precisely, the perception is reality. For instance, a product qualifies or posses all the quality parameters, but still fails to satisfy the customers because of the poor service by the technicians.
The feature dimension of the quality or service refers to the accomplishment of all the features as agreed and specified. In fact, the features are additional characteristics added to the product to make it more attractive and appealing to the customers.
The aesthetics refer to the response to the users regarding the utilization of a product. Particularly, it can be stated that the ‘aesthetics’ is the personal preferences of a user while utilizing a product.
Reference List
Araujo, C. (2013). Moments of Truth: The Future of the Customer Experience. [online] Available at: <http://www.thinkhdi.com/~/media/HDICorp/Files/SupportWorld/Promo/SW_NovDec13_Araujo_Moments.pdf> [Accessed 1 December 2014]
Garvin, D. (n.d). Dimensions of Quality. [online] Available at: <http://www.learnmanagement2.com/dimensionsofqualitygarvin.htm> [Accessed 1 December 2014]
Periera, R. (2008). 8 Dimensions of Quality. [online] Available at: <http://blog.gembaacademy.com/2008/05/28/8-dimensions-of-quality/> [Accessed 2 December 2014]
