Achieving customer satisfaction through teamwork; from the perception of production and material control employees of Toshiba Electronics Malaysia Sdn Bhd / Nurfadhila Sulman

Sulman, Nurfadhila (2008) Achieving customer satisfaction through teamwork; from the perception of production and material control employees of Toshiba Electronics Malaysia Sdn Bhd / Nurfadhila Sulman. [Student Project] (Unpublished)

Abstract

Good teamwork is very important to many organizations. A good teamwork may propose a good result from the employees towards their working performance. This project paper is to evaluate teamwork elements facilitated by Toshiba Electronics Malaysia Sdn Bhd. The objective of this research is to identify the impact of teamwork elements/factors to the employees of Production and Material Control (PMC) department of Toshiba Electronics Malaysia Sdn Bhd in achieving customer's satisfaction. The teamwork elements under study are employee's commitment, motivation, leadership, communication and application of technology. The methods in getting the relevant data are survey methods with probability sampling techniques , whereby 59 respondents out of 70 PMC employees participated in answering the questionnaire. All the five elements influencing teamwork have significant relationship with the customer satisfaction. The highest mean value of teamwork elements influencing employees' perception towards customer satisfaction is 4.4802 and the element is application of technology. Using Pearson Correlation to test the research hypothesis, the results formed that employees' motivation have a high significant relationship with customer satisfaction among all other variables of the correlation coefficient value of 0.702. Finally, recommendations are proposed in order to improve employees' commitment, leadership and communication of the PMC employees to enable them to work more effectively in fulfilling customer satisfaction.

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