Role of Total Quality Management in Engaging and Attracting Customers at Amazon During Covid-19

Overview of Amazon The organisation works like a real online store that does not have a real outlet. Each of its products is provided and distributed to valued customers through Amazon Authorized Organisations. This type of business activity gives Amazon the ability to offer a range of top-notch products at fairly low prices. The structure of the corporate online store did not take into account the costs of its activities, since, accordingly, it sold its goods at reasonable prices. In addition, it works with customer loyalty as it promotes customer acceptance.They follow a flexible approach to collecting and improving capabilities wherever they are so that they can deliver the right tools, as well as knowledge and expertise, to all customers, anywhere in the world. People relating to different fields are hired which includes therapists, engineers, designers, data scientists, business managers, employees, entrepreneurs, and researchers (Hahn et al., 2018). Total Quality Management at Amazon TQM describes the various teams’ strategies for achieving this, as well as continuous strategies for using high-quality systems, data, and communication including high-level training in organisational culture and organisational structure. In particular, TQM focuses on the methods used by teams to develop their products and invites team members to define trends and to continue to measure and evaluate their performance and update performance data. And once again, it invites all employees, as well as all government departments, to be a part of this event. The goal of TQM is to eliminate waste and increase productivity by ensuring that the organisation’s (or service) product development plan is successful in the first place. This management system was initially used for companies in the manufacturing sector, but, for decades, has also been adopted by members and other departments of Amazon (Jones, and Shandiz,  2015).Exterior design and storage include construction sites, gardens, residential and commercial buildings, and other outdoor spaces. COVID-19 does not affect here as working in this area requires proximity and limited interaction with others and takes place externally. This is the largest region in China and India, with between 35 and 55 percent of its employees. Total Quality Management at Amazon for Attracting Customers It is a management approach based on the belief that Amazon can build long-term success by having all its members, from bottom-to-bottom employees to senior management, focused on promoting quality as well as customer sales (Dehghanpouri et al., 2020). TQM requires different teams to focus on continuous expansion. It focuses on long-term system restructuring, rather than simply defining short-term financial benefits. In consumer relations areas include front-end employees in stores, banks, and post offices, among others. Working in this space is defined by interacting with strangers all the time and wanting to be on the site. Some jobs in this area have moved to e-commerce and other digital businesses, and changes in practice can continue. Leisure time and travel include staff in hotels, restaurants, stadiums and storage areas with customers. Workers in this area interact daily with youth groups. COVID-19 has been forced to close several restrooms by 2020 at the airport and the airport is operating at a very high level. Over time, changes in distance and cuts related to business travel, as well as the creation of other services, such as food service, could reduce the workload of employees in this area (Oh, and Kim,  2017).Office space and computers includes full-size office and service management in hospitals, courts, and factories. Working in this area requires close cooperation as well as great cooperation. This is the worst-case scenario for a high-income economy, accounting for a third of employment. Amazon and Workplace Arrangements Due to Covid-19 We found that a workplace that requires physical presence such as Amazon were affected severely because of the Covid-19 and that has been an avid factor in determining the success and failure of these models. Amazon has been also affected by this because the workers can’t provide their services to the customers face-to-face which has changed the dynamics of their organisational structure.The short-term and long-term effects of these COVID-19 on Amazon may vary. During this period of illness, the virus affected those areas with physical weight: health, privacy, customer service on-site, and vacation and travel time. Over time, sites of high levels of physical activity will also become unreliable, even if the method is not the only explanation(Pradela 2015). SERVQUAL at Amazon The model of service quality or SERVQUAL was developed and operated by American consumers gurus Valarie Zeithaml, A. Parasuraman, and Leonard Berry in 1988. This is a method of capturing and measuring the level of service of receiving customers. Initially, the emphasis was on creating a better system of product type. Over time, it has become increasingly important to improve the quality of services. Improving the quality of service can give companies a chance to compete (Oakland et al., 2020). And again, the service is even more important, as a result, the SERVQUAL model has a serious effect on it. CRM Activities in Amazon Looking at Amazon’s methods, one can discern mixtures between them and, accordingly, in Newell’s opinion, a contradictory and useless mixture. On the one hand, Amazon treats customers as people and understands their new requirements as a component of the CMR tool. On the other hand, Amazon seems to know a lot about its benefits as it is just a PC platform making a choice (Chen et al., 2020). As Newell acknowledges in CRM, customers are more likely to feel “being stalked,” and in some places, they may feel compelled to make a purchase. Contrary to the positive, approving nature of this study, so far it can be assumed that the Amazon structure denies the actual establishment of “good” demonstration practice, that is, encouraging people to buy things that they do not need and will subsequently need.

TQM Disadvantages and Amazon

A flaw in TQM is the need for Amazon’s overall strengths to find the type and complexity of fulfilling this commitment. All long-term management needs to be in place to make this event a success. The scarcity of attempts or resources will hinder the success of the TQM program, leading to unsatisfactory waves in all industries. If management does not comply with the TQM rule, its performance fails. For example, simply blocking the process of training employees without the use of a measurement tool to measure and evaluate system changes leads to stress and incomplete results. The project plan should be closed with reviews and examples. One of the reasons some companies focus on training is that it is obvious and much easier to show that something has been done(Akpulonu, 2017). But unless you continue to train and teach on an ongoing basis, it is unlikely that the knowledge and skills you provide a stick with them. Conclusion Leisure time on the trips is where customers face hotels, restaurants, stadiums, and resorts. Camp staff meet daily with new groups. COVID-19 has caused many recreational areas to close in 2020 and airports and airports are very active. Over the long term, shifts to remote jobs and reductions associated with business travel, as well as the shift of other services, such as food service, could reduce the workforce in this area. References Hahn, Y., Kim, D. and Youn, M.K., 2018. A Brief Analysis of Amazon and Distribution Strategy. The Journal of Distribution Science16(4), pp.17-20. Jones, J.L. and Shandiz, M., 2015. Service quality expectations: Exploring the importance of SERVQUAL dimensions from different nonprofit constituent groups. Journal of Nonprofit& Public Sector Marketing27(1), pp.48-69. Dehghanpouri, H., Soltani, Z. and Rostamzadeh, R., 2020. The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction. Journal of business & industrial marketing. Oh, H. and Kim, K., 2017. Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management. Pradela, A., 2015. Quality of graduates’ preparation for labour Market–A SERVQUAL analysis. Procedia-Social and Behavioural Sciences174, pp.1671-1677. Oakland, J.S., Oakland, R.J. and Turner, M.A., 2020. Total quality management and operational excellence: text with cases. Routledge. Chen, T., Liu, X., Wan, C. and Wang, Y., 2020. Internal Control and Customer Satisfaction—A Study of Amazon Product Ratings. Akpulonu, M.I., 2017. The Implementation of Total Quality Management (TQM) in the Telecommunications Industry: Problems and Prospects (A Case Study of Globacom and Etisalat Limited, Enugu) .

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