Quality management tools used as competitive assets in car sales

All organizations must work to improve the performance and market competitiveness w the current economic climate. The means used to achieve the proposed objectives are design, implementation and certification of a quality management system to efficiently and effectively manage the processes within the organization in order to provide quality products and services and continue to improve performance by focusing on the customer's needs. Purpose - Quality management tools used in car sales can provide competitive assets on the market, by improving the business results and can thus ensure a long-term success by gaining the customer's respect and appreciation. Methodology/approach - Customer satisfaction survey towards a car dealer; Investigation of the needs of current and potential customers; Assessment of the sales process through mystery shopping and CSS with a view of ensuring customer satisfaction. Findings - Any organization has key elements affecting the quality. An effective manager must be able to identify these elements usually people, units and materials and seek to understand how they affect the quality of their company. Once a strategy is developed and communicated, and the key elements affecting the quality understood, a process is being developed in order to achieve the objectives set and at the same time, make the customers extremely satisfied. Research limitations/implications - Quality management, analysis and control; Managerial responsibility for quality management; Internal and external elements affecting the quality. Practical implications - In the case under discussion, social responsibility can be found in actions undertook by the company for obtaining profits in accordance with the obligations undertaken towards the parties involved in the business and by following certain moral principles. Originality/value - Analysis and action plans in the sales process for customer satisfaction; Application of complaints management within a company as a measure for customer satisfaction.