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The Quality Initiative of Sony Group Company.
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The Quality Initiative of Sony Group Company.
For any business organization to meet high-quality standards, the customer needs must be
completed while respecting the laws and regulations (Fujitsu Global, 2022). Ok et al. (2018)
state that quality requirements include qualification, cover design, and manufacturing. The Sony
Group created new quality initiatives in 2021 to improve general performance. Sony Group
focused on enhancing and improving the new initiatives' products and services. Below are some
of the steps taken to initiate improvement and development:
The Sony Group began by appointing an executive committee that was mandated to take
charge of the safety and quality of the company's products (Sony Group, 2022). The committee
could formulate policies and strategies geared towards achieving the set targets. The company
then created a framework that ensured its products and services complied with the set laws of the
region where it would operate. Since Sony is a global company, every country has its rules and
regulations, which the organization is expected to follow. Therefore, the company developed
strategies for shipping products to specific areas (Sony Group, 2022). Before the shipping, the
company was careful enough to ensure that the products met every region's regulatory standards.
The company analyzed customer feedback through its social media handles. Interaction
with customers was necessary since the company could improve customer satisfaction and
experience. Organizations such as Sony Group are responsible for ensuring the customer is
satisfied. For instance, Stevenson (2015) gives an example of when the customer is unhappy with
an item. When he returns the object, the organization is supposed to refund him or replace it to
ensure satisfaction. This was probably why the Sony Company collected customer views through
online surveys. In addition, the Sony Company improved its products such that both able and
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disabled people could use them. To make the initiative stable and long-lasting, Sony Group
(2021) noted that the company strengthened customer support through the communication
channels, made it more convenient, and improved customer care providers' responses. This can
be seen through its launch of the customer support apps that are smartphone-based purposely for
convenience and simplicity. Based on the biblical perspective, the Sony Group’s initiative was
based on the bible’s call for better customer service. The bible says, “Whatever you do, work at it
with all your heart, as working for the Lord, not for human masters” (New International Version,
(n.d), Col 3: 23).
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Annotated Bibliography.
Fujitsu Global, (2022.) Quality Initiatives.
https://www.fujitsu.com/global/about/csr/society/quality/
Fujitsu Global is a global company just like Sony Group. The source helps one
understand why the company advocates for critical thinking before implementing any initiative.
Therefore, its comparison with Sony Group is vital as it highlights the approach both companies
have focused on in ensuring better customer service. The source emphasizes four central
policies; pursuing quality from the customer's perspective, providing quality while supporting
security and safety, engaging in quality improvement with their partners, and constructing a
management system that will continuously ensure quality in the organization. The source is
essential in this case as it defines what quality entails and what it means for a customer to be
satisfied.
New International Version (NIV). (n.d). Bible Gateway.
https://www.biblegateway.com/versions/new-international-version-niv-bible/
One of the most elaborate and simple bible versions is the New International Standard
Version. Despite having religious texts that Christians mostly read, the bible offers wise counsel
for business owners. For every business to succeed, the owners and employees are expected to
work as if they are working for God and not men. When employees and owners treat the
customers the way they desire to be treated elsewhere, customer satisfaction will be realized. The
New Standard Version bible is essential in the discussion as it brings a biblical perspective of
how business owners are expected to undertake their operations. For instance, the bible calls
upon all business owners to be legit and serve their customers as if they are serving their creator.
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Ok, S., Suy, R., Chhay, L., & Choun, C. (2018). Customer satisfaction and service quality in the
marketing practice: Study on literature review. Asian Themes in Social Sciences
Research, 1(1), 21-27. http://www.knowledge-
press.com/index.php/ATSSR/article/download/6/4
The source by Ok et al. (2018) focused on vital elements of customer service such as
quality, customer satisfaction, customer expectation, and SERVQAL theory. The source had
deep insights into the studies on service quality and customer satisfaction. The study was based
on a descriptive approach whereby it explored various pieces of literature discussing the
customer's joy and quality of service. In addition, the source discussed deeper on how one can
improve the private and public business sectors, particularly in the market practice. The source
is, therefore, relevant in our discussion as it explains how both personal and public corporations
have been keen on ensuring customer satisfaction in recent years. The source would
consequently assist in understanding why the Sony Group had to assess the customers'
perceptions of assurance, reliability, responsiveness, tangibility, empathy, and quality and why
they need to be careful on satisfaction.
Sony Group. (2022). Quality Customer Service.
https://www.sony.com/en/SonyInfo/csr/library/reports/SustainabilityReport2021_E.pdf#p
age=112
The source by the Sony Group (2022) is the main focus of the discussion. Sony Group
has recently come up with strategies or initiatives to improve the quality of service and customer
satisfaction. The source has indicated that from the past years’ experience, the company's
stakeholders have continuously been focused on protecting the customers' rights. Therefore, they
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have been looking for ways to achieve their goals. Some of the key aspects they have been
focusing on include security, safety, and, most importantly, accessibility of their products. In that
case, the Sony Group aimed at providing customer service and products with very high quality,
particularly from the customers' viewpoints. The source, therefore, gives a framework of the
initiatives the company has been working on and the processes the industries went through to
ensure that they have met the customers' needs. The source is significant as it forms the basis of
the discussion.
Stevenson (2015). Operations Management. New York: McGraw-Hill Education.
TVS.003496_Operations Management-McGraw-Hill Education (2014)_1.pdf (thanglong.edu.vn)
Stevenson (2015) presents various aspects of operations management that are very
important in understanding customer service in any organization. The book has detailed
explanations as well as examples that assist readers in understanding fundamental concepts and
techniques required in the business field. Stevenson (2015) has laid down illustrations of
operations management concepts and mainly how customers are supposed to be attended to.
Every chapter in the book ends with strategies related to Sony Group Company's initiatives
within 2021 to better its operations. The end of the chapters' strategies is vital for any business
organization, particularly Sony Group company, to understand and use them in solving future
problems and the consequences they may have on the organization's operations. The source is
vital in the topic of discussion as it forms the basis of why every organization is expected to
develop strategies to meet the customers' needs.
