Professional Documents
Culture Documents
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Title Page
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A REPORT ON LG ELECTRONICS COMPANY
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Executive Summary
Technology becomes one importance in the human life. The electronics products such
as televisions, cell phones, air conditions, and so on are not strange with people anymore.
Twenty years ago, television is seen as the luxurious one to Vietnamese people. After twenty
years, in 2012, each family in Vietnam has at least one television in their house. Additionally,
others electronics products, for example refrigerator, washing machine, and so on are also
extremely necessary. The increases of peoples demand makes electronics industry develop
quickly. The electronics companies: Samsung, LG, Panasonic, Sony has their own plan to
grow in the potential market Vietnam.
In the study, we do some researchers about the effectiveness of the companys quality
management to achieve customers satisfaction. The study presents some main contents as
follow:
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Table of Contents
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Title Page.. 1
Executive Summary. 2
Table of contents.. 3
Introduction.. 5
I - CHAPTER 1: INTRODUCTION..................................................................................................6
1.5.2 Hypothesis:.........................................................................................................................21
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Table of Contents
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2.3 Topic:.........................................................................................................................................30
3.4.3 Correlations:.......................................................................................................................43
Conclusion..........................................................................................................................................45
References..........................................................................................................................................46
Appendix 1: Questionnaires..............................................................................................................53
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Introduction
With the trend of winning the competition by quality products as the current
management of quality products have great importance to the business. Therefore, enterprises
have to pay attention, take the quality matter from the top since properly aware about quality
management, and need to understand how effect the quality management with their business
from which to quality for their business. Because of practical significance and importance of
quality management for the existence of the business that the group goes into the research
topic: A research of the effectiveness of LG Electronics' Quality Management to
achieve Customers' Satisfaction.
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I - CHAPTER 1: INTRODUCTION
1.1 Research Background:
1.1.1 Background of electronics industry:
Recent years have seen the development of technology, which plays an
important role in everyones life especially when people now need to use electronics
products more than in the past. In Vietnam, electronics goods are becoming more
popular with the variety in form, quality, source of origin, prices, etc. to meet
customers strong demands. In addition, in recent years, the majority of peoples
economic lives are significantly improved, making high-tech products are no longer
unfamiliar and expensive goods like before. Besides, people also can approach new
technologies in easier ways with the help of mass media. Most of all, the price of
high-tech products tend to fall quickly leading many customers to have more chances
to own appropriate goods. M.Thoa (Sc tiu th hng Vit tng mnh, 2009) stated
that there was a high growth in the purchasing power of Vietnamese electronics
market because of the fall in the goods prices from 10 to 50 per cent.
With the population of almost 88 million (Thanh Huong, Dn s Vit Nam s
vt ngng 88 triu ngi trong nm 2012, 2011), Vietnam is becoming an
attractive electronics market with high growth rate that many domestic as well as
foreign organizations can invest in. PV (Tiu th hng cng ngh ca Vit Nam tng
28%, 2011) said that GfK - a worldwide market-research corporation stated that in
2010, Vietnam reached the growth rate of 28 per cent in electronics product purchases
which was the highest rate when comparing with other 8 Asian countries.
According to 75/2007/QD-TTg- Decision approving the plan for development
of Vietnam's electronics industry in 2010 and a vision to 2020 (2007), Mr. Nguyen
Tan Dung - Vietnamese Prime Minister approved that the electronics would be one of
the most important industry to motivate the process of industrialization and
modernization in Vietnam. Following this decision, the objective until 2010 the
electronics industry will produce 4-6 billion USD in which exportation accounted for
3-5 billion USD. On 11-1-2007, Vietnam officially joined the World Trade
Organization (WTO), formally joined the global trade playing field. With this
participation, the open markets have a major impact on electronics market in Vietnam.
Hong Anh & Nhu Trang (Nhng thay i t ngy 1/1/2009, 2008) found that the
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foreign retailers have been allowed to enter the Vietnamese market since January 1st of
2009. Therefore, all the limitations applied for those retailers were also removed. The
event was said to make a significant influence on responses of domestic distributors
as they started preparing for activities to gain more market share.
LG Electronics is one of foreign organizations which invest in Vietnam. The
enterprise has been building its strong brand in Vietnamese customers minds.
Entering a potential country, LG Electronics has both advantages and disadvantages in
the companys operation.
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Layers of managers
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Workers
Chart 1: LG Electronics organizational structure
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The products for business include commercial TV, Digital Signage, VCS, Solar
Power,etc.
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The lack of available raw materials affects the quantity of products to distribution
network (branches, agencies). Particularly with multinational organization, there
still exist slow methods to attract diverse suppliers.
Material quality:
The group assumes that LG Electronics might face with problems in material quality.
As operating in electronics industry, the material is an important part of production
process. Only with high quality materials, the company can manufacture electronics
products with long life and good features. If the quality of materials is not qualified,
the products will not satisfy customers. Therefore, if LG Electronics does not choose
appropriate supplier for materials, it can possibly lead to a loss in profit of LG
Electronics.
Location supply:
Researchers assume that LG Electronics might cope with problems with the suppliers
location if the distance is not convenient. The point is that LG Electronics is a Korean
based company. Hence, it will be high possible that the company would not find
appropriate suppliers, as LG Electronics might not be familiar with Vietnamese
supply brands. The problem might be that if the location of supplier is too far from the
factory, it will affect strongly or even postpone the working process. Besides, there
might be troubles in the way delivering materials. As there might be some unwanted
troubles incurring on the delivering way, the materials might not be delivered on time
or even be broken.
Competitors:
Another problem that LG Electronics might face with is the strong competitors. The
point is that the electronics industry, nowadays, is very competitive. Different
companies might compete each other by improving product features. However, there
are some suppliers which are popular by their highest quality materials. Hence, most
of organizations would want to have a chance to be the partner of those suppliers. In
addition, if LG Electronics and other companies might want to use the same supplier,
it might lead to the increase in price of materials.
Resources limitation:
Relating to suppliers, the materials are very essential. However, in the situation which
the domestic resources are becoming scarcity, suppliers might not also supply enough
materials to the companies including LG Electronics. Moreover, when the current
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Finance:
The group assumes that LG Electronics might face with the financial problems. The
point is that due to the financial crisis, there are many big enterprises affected and LG
Electronics might be one of them. Dealing with financial problems, LG Electronics
might reduce some of the companys investment projects. Therefore, instead of
buying materials from good quality suppliers with high price, LG Electronics might
choose the cheaper ones. Hence, the quality of the companys products would not
remain stable.
Training time:
The group assumes that LG Electronics might not create enough time for
employees training to carry out. The problem might arise from the companys
financial stages. Therefore, it might be difficult for LG Electronics to afford to
maintain the training course to be longer enough. If the training time is not long
enough, the employees might not learn thoroughly and be ready for their real jobs.
Human resources:
As stated, employment plays an important role in getting the best quality
management. LG Electronics might face with a trouble that there would not enough
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employees to carry out work. There are many cases that when the training course
finished, qualified employees who have high skills and knowledge might decide to
leave the company. Therefore, to keep those high quality employments, LG might
have to plan a good treatment for the companys human resources.
Competitors:
Competing is one of the most common problems that organization will face with,
and LG Electronics will also. LG Electronics products might lose competitive
advantage when competing with other companies products. Customers are more
anticipating about good quality goods with low price. If LG Electronics tries to
gain more customers, the company might have to lower the price which can also
affect the quality.
Feedback:
Researchers assume that LG Electronics might ignore the feedback of customers.
If the problem happens, the total quality management of LG Electronics will face
with troubles. The point is that the purpose of improving quality management is
to gain customers satisfaction. However, if LGs employees do not show the
friendliness attitude towards customers when receiving feedbacks or even do not
care about customers responses, they might not only stop sending comments, but
also stop purchasing LGs goods because of disatisfaction.
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Cooperation:
Each department has own manager and specific missions which ensure its position
in the whole company. Thus, to enhance the importance of personal status, there
exist considerable conflicts among many layers of managers when setting general
companys strategies. Assuming that if managers of LG Electronics do not support
together, the internal environment will be damaged. Because of the both money
and status ambitions, manages of LG may skip the cooperation with the same
level of managers. It will be impossible for LG to control the human resources
and lost competitive advantages in the
market.
Experience:
The international quality criterions are
constantly changing, especially
technology. Assuming that, if managers
of LG Electronics are not agile in
updating, reviewing and applying the latest indicators on product quality, the
products of LG might face with disadvantages. Because when they are lack of
experiences, the innovation in technology cannot be applied immediately to meet
the international quality standard of product. At that time, LG Electronics cannot
keep existing customers as well as approach new customer.
Picture 4: Top management work
Controlling:
There is a measurement in comparing power of management levels so the
competition to hold much more power is increasing obviously. Assuming that, this
problem occurs in LG because most of companies have to deal with the power
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Motivating employee :
An organization can apply some theories of motivation by any way. However, the
situation of managers who are unfair in motivating employees will cause the
wrong reward when assessing the employees performances. Assumption that it
happens in LG because the bias in motivating employees happens easily in any
organizations. Another part of employees of LG will feel unfairly and they do not
work as well as their ability. If LG lacks of caring about employee, it will cause
the decrease companys profit and ensure the advantages of internal environment.
Technology:
The group assumes that LG Electronics might face with the disadvantage in
technology. Operating in electronics industry, the product features are required to
non-stop improve in order to gain customers expectations and satisfaction. As the
technology is continuously developing, it might be a disadvantage for LG
Electronics, if the enterprise cannot catch up with the development. The point is
that when brand new technological goods launched, customers will highly focus
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Customer demand:
It can be said that, catching up the various demand of customer is very difficult.
Assumption that, if LG does not understand deeply about customers tastes, its
brand will be forgotten gradually because LG cannot meet all the customers
needs to make them satisfied or in other words, they do not want to buy LGs
product anymore. At that time, the business operation of LG will be destroyed if
without taking a look at the trend of market. Moreover, if the customer demands
declines, the profit of LG also goes down.
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Gender
Age Evaluation about
quality
Occupation management
Monthly income
Hypothesis 1:
Is there a significant relationship between gender and evaluation about quality
management?
Hypothesis 2:
Is there a significant relationship between age and evaluation about quality
management?
Hypothesis 3:
Is there a significant relationship between occupation and evaluation about
quality management?
Hypothesis 4:
Is there a significant relationship between monthly income and evaluation about
quality management?
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Product Quality
Price
Staffs' Service
Qualitty Customer's
Satisfaction
After sales Quality
Technology Quality
Hypothesis 5:
Is there a significant relationship between product functions and guide book and
customer satisfaction?
Hypothesis 6:
Is there a significant relationship between product quality and price and customer
satisfaction?
Hypothesis 7:
Is there a significant relationship between sale staffs services and customer
satisfaction?
Hypothesis 8:
Is there a significant relationship between after sale services and delivery quality
and customer satisfaction?
Hypothesis 9:
Is there a significant relationship between technology and customer satisfaction?
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20 2-4 April -Fixing the presentation of -Katie wrote introduction Nicole, Su,
2012 the report and conclusion, Obbie Obbie, Katie
-Adding other parts into the
wrote executive summary.
report -The report was completed
21 7 May Assignment Submission After fixing and checking Nicole, Su,
2012 all the report parts. Obbie, Katie
The group handed in the
completed assignment.
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Informed consent:
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centered on quality, based on the participation of all its members and aiming at long-term
success through customer satisfaction, and benefits to all members of the organization and to
society. The basis of quality management is said to decline the problems incurring during
the manufacturing or service process, increase customer satisfaction and streamline supply
chain management. Besides, the equipment is also aimed for modernization. Another factor is
that the system helps organizations ensure that workers have the highest level of training
(LeGroup, Quality Management system, n.d.).
Total quality management is said to gain benefits by using quality management
system. According to Department of Trade and Industry (Quality Management System, n.d.),
quality management system will ensure both customers and organizations requirements.
The source also stated that the quality management system enables the organization to
achieve the goals and objectives set out in its policy and strategy. Moreover, the system
provides consistency and satisfaction in terms of methods, materials, etc. Besides, it also
interacts with all of organizations activities. Therefore, the quality management can ensure
that its process begins with the identification of customers requirements, and ends with
customers satisfaction.
2.3 Topic:
The effectiveness of LGs quality management towards customers satisfaction
The research focuses on the effectiveness of quality management towards customers
satisfaction with LG Electronics case. As stated, all organizations want to maintain or even
improve their operation standards to achieve customer satisfaction which is a key point for
good result businesses. According to Chris Hakes (p.11) also found that a major factor in
Total Quality improvement is monitoring performance in meeting or exceeding customer
requirements. Customers satisfaction is known as the sense of satisfaction that consumers
feel when comparing their preliminary expectations with the actual quality of the acquired
products (Olga, Evaluating Customer Satisfaction as an Aspect of Quality Management,
2009). The author, additionally, stated that quality = customers satisfaction = value/cost.
The definition identifies the close relationship between the product or service and customers
satisfaction. Furthermore, Olga (2009) found that in the current conditions, customers play
the role of arbiter, so failure will result if customers satisfaction is not taken into account.
Therefore, customer satisfaction is also considered as an important role in the success of a
business.
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Nevertheless, the requirements of customers tend to change over periods which might
lead to non-stop changings of companies quality management. According to Department of
Trade and Industry (Quality Management System, n.d.), customers tend to require for the
confidence of organization to deliver the desired product and service consistently meeting
their needs and expectations. Therefore, the expectations of customers are based on not only
the quality of the organizations products, but also the staffs service quality. As a result, to
achieve customer satisfaction, the quality management system will have to qualify both
internal and external factors from top management to frontline staffs as well as the
relationship with suppliers.
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3. Customer Orientation:
The main objective for a product or service design is to satisfy the customer.
As customers expectations are dynamic, an organization needs to survey
customer expectations regularly and modify its operations accordingly (Ahire et
al., Development and validation of TQM implementation constructs,1996).
The availability of customer complaint information to managers and the extent of
the use of customer feedback to improve product quality reveal the level of
customer focus in an organization (Kanagi Kanapathy, 2011).
Customer orientation or the customer is king is a key word of the management
economics, which the dependence of the enterprises on customer points out.
Missing customer orientation can reduce the conversions. The causes for
customer orientation lacking lie frequently in the culture, the structure and the
processes of the enterprise. (Customer orientation, 2011).
V S RAMA RAO (2010) mentioned that A good mission statement reflects the
anticipations of customers. Rather than developing a product and then trying to
find a market, the operating philosophy of organizations should be to identify
customers needs and then provide a product or service to fulfill those needs.
Good mission statements identify the utility of a firms products to its customers
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important to identify the process owners. They are all the people who influence
and control the process and who are therefore well qualified to advice and
comment. The effective of their knowledge and abilities is essential to effective
process control which refers to the leadership.
Rao et al.,(A framework for international quality management research,1999)
described this factor as the top managements commitment in providing active
and timely support to build quality awareness, leading to higher quality
performance.
Top management support plays a significant role in encouraging company-wide
culture that is committed to quality improvement. (Black and Porter, 1996).
The CEO is often the driver of responsibility efforts. This means that in the most
sustainability-oriented companies, he or she plays a central and active role with
the top management team in making CSR visible, raising awareness about global
responsibility, and exhibiting personal commitment to this agenda. Some of the
specific practice we see employed by those CEO, chief operating officers, and
other top leader include introducing internal written and spoken communication
channels to demonstrate their commitment and raise employee awareness,
providing special ore targeted resources (money, staff time and expertise) to
projects that create social good either locally or nationwide, and creating or
approving a formal CSR position or group to spearhead or consolidate work in
area and keep a strong focus on these goals.
(Ellen Van Velsor, Cynthia D. McCauley, Marian N. Ruderman, 2010)
A further important factor that influences the chance of the better innovation
realization is the required support by the top management. Because their support
and positive attitude towards the innovation also facilities the allocation of
resources and improve the status of the innovation activities, leaders
consequential have to win their trust. (Andreas Mothes, 2006, p.43)
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Product Design can be a challenging field of study because the discipline touches
on so many subject areas such as materials, manufacturing, idea generation,
CAD, engineering functions, art, market research and product types. (Richard
Morris, 2009).
The design process is the aggregate steps required to define, execute, validate and
ship a design from design organization. The design process includes how you
handle the flow of information as well as the flow of the steps required and any
decisions that must be made (Jorvig, J. R., 2005).
Jorvig (2005) stated that management of process design is very important. It helps
people visualize the breadth of management necessary to ensure a minimal set of
disconnects during design execution.
Frantsvog, J. (2009) stated that focusing on process is vital to every company.
Frantsvog showed many examples about the opinion of managers who were
working in the famous companies such as Pepsi-Cola, Xerox, and so on to
demonstrate for the statement. Weatherup, C. for instance, cited in Frantsvog
(2009) suggested that a managers ability to build and institutionalize the
capabilities, of people, the organization and systems requires a focus on core
process.
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Secondary data is said as obtained from some other organization than the one
instantaneously interested with current research project. Secondary data was collected and
analyzed by the organization to convene the requirements of various research objectives
(Primary & Secondary Data Whats The Difference, n.d.). Besides, secondary data is related
to the past from previous researches which make its value become unsatisfactory. However,
this type of data has advantages of easily collecting and low costing as well as low time
consuming. The point is that secondary data can be found through the internet, books,
newspaper or magazines which are familiar with everyone. Secondary data can give
researchers an overview of the study through researching of popular organizations and
scientists.
Meanwhile, primary data has some differences with secondary one. Primary
research entails the use of immediate data in determining the survival of the market
(Primary & Secondary Data Whats The Difference, n.d.). There are many ways to collect
primary data such as questionnaires, interviews, focus group interviews, observation, and
case-studies, etc. (Primary data collection methods, n.d.). Although, carrying out primary
research can face some difficulties as it might take a lot of time as well as costing, it is worth
for researchers to do it. Primary data is more accommodating since it shows the latest
information. Therefore, the data will be more valuable. Most of all, the data you collect is
unique to you and your research and, until you publish, no one else has access to it
(Primary data collection methods, n.d.).
In this study, researchers use both primary and secondary data to evaluate the main
topic which is the effectiveness of LG Electronics quality management towards customers
satisfaction. Therefore, the analysis will more detailed and believable.
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have the recognition about LG Company. Customers can be divided into two types: internal
customers including employees, management within the company; external customers are
defined as the buyers of a company.
There are three main types of sampling namely random sampling, quasi-random
sampling, non-random sampling (BPP Professional Education, 2004, p.24). Researcher
focuses on two first methods because non-random sampling is not appropriate with the study.
A non-random sampling is a sample which each items of population has not an equal chance
of being chosen at each draw.
Methods of sampling
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example about the quasi-random sampling is that the researcher selects 15 people from LG
headquarter, by picking the every third person coming in LG office.
Overall, the research used two types of methods including systematic and stratified
sampling to support for this study. The methods bring the high accuracy in the result of the
study. Although each method also has some drawbacks, the merits of them outweigh the
disadvantages.
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LG. Customer can choose Terrible (0-2), Bad (2-4), Average (4-6), Good
(6-8) and Excellent (8-10).
Delivery service is also very import to satisfy customer. This process
which ensure the total quality of product safety contribute to completely
purchasing. There are 5 areas of point in question 17 for respondent
choose about quality of LGs delivery: Totally dissatisfied (0-2),
Dissatisfied (2-4), Neutral (4-6), satisfied (6-8) and Very satisfied (8-10).
Shopping online is more and more popular with customer. By the
question 18, researchers might have a good suggestion for LG using this
convenient serving for widely customer. From 0 to 10 points, it is the
level of agreement that LG should or should not use online service.
The opinions of respondent about keeping purchasing LG product is
very important because LG can find out the reason why its products do
not meet the customers requirement
In business operations, quality management is a vital tools in not only
implementing company strategy but also ensuring the right direction of
the business. By Likert question form, there are 5 parts of qualitys
importance can be chosen called Very unimportant (0-2), Unimportant
(2-4), Average (4-6), Important (6-8) and Very important (8-10).
This research focuses on evaluating the importance of LG quality management on
customers satisfaction. To associating all the comments of respondent about LG Electronics,
survey method which is an effective tool is used as primary data. The data which are
collected for the first time and are original in nature is known as primary data, Jha (2009,
p.4) suggested. 20 questions are composed to investigate the perceptual of customers about
LGs product as well as the way of LGs quality management satisfying customers. This
survey also is formal because it is unique for researchers and no one can access any
information in this research. In addition, the result of this survey is very reliable and validity.
Besides, this research also uses the second data which are research reports that use
primary data to solve research problems, written for scholarly and professional audiences,
Richard Nordquist (n.d.) claimed. Researcher used second data from the internet, book, and
journal, etc. For example, in own website of LG, there is a huge of information about
product, history, contact etc.
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Formula: =
F(x): the sum of all values of items (Frequencies multiplying with demand)
F: the sum of number of items (Frequencies)
The method will be used to evaluate the Mean of the quality management of LG
Electronics. Using Arithmetic method, researchers can get the accurate assessment about all
aspects of the study area. First of all, basing on respondents marks, researchers can easily
find out their satisfaction rate on LG Electronics products, staffs attitudes, after sales
service. As the Likert questions are created in the order from the lowest satisfaction (0-2) to
the highest satisfaction (8-10), it will be not hard for customers to give their own mark as
well as for researchers to carry out the analysis.
After getting the result, it will be directly seen that in which aspect is LG Electronics
advantages or strengths, and which aspect is in the opposite side. The point is that if the mean
returns with high value, it will also mean that the respondents really satisfy with LG
Electronicss quality management. In contrast, if the mean value is low, LG Electronics
should focus more on the companys quality. As a result, using the method, researchers can
have an overview of LG Electronics quality management and how the factor affects
customers satisfaction.
Advantages:
- Arithmetic mean is easy in both calculating as well as understanding.
- The value of all items is included in the computation of the mean. Therefore, it can be
directly determined with arithmetical precision. Besides, the value also represents the
whole set of data (BPP Business Decision Making, 2004, p.86).
- The method is created basing on mathematic theory. Hence, it can be used in further
statistical analysis.
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Disadvantages:
- Arithmetic mean might not correspond to any actual value (BPP, 2004, p.86).
- The value of arithmetic mean might not correct when calculating extremely high or
low values. However, this situation is not normally incurred in economic data (BPP,
2004, p.86).
The method will be used to record the number of respondents classified by genders,
ages, occupation and monthly income. Frequency Distribution is very useful for researchers
to define directly different groups of respondents. Basing on the calculated percentage,
researchers will find out the basic characteristics of the research survey participants. The
information will be very important when evaluating the research data. The point is that
knowing which characteristic group a respondent belongs to researchers can easily see the
relationship between the characteristic and the respondents behavior. For instance, if the
highest income portion of number of respondents is more than 10 million VND, and most of
respondents agree that LG products are cheap, it means that the income standard really
influences what people can afford to buy for their lives.
Advantages:
- Frequency tables are simple to understand and read. Besides, the Frequency
Distribution is also easy to carry out (John Derrick, 2011).
- In Frequency Distribution, the most frequently occurring scores are easily identified
(Neil J. Salkind, 2010).
- Frequency Distribution has advantage of presenting a completed picture of a set of
data (Gravetter & Forzano, 2009).
- Frequency Distribution permits the use of more complicated statistical techniques
which help reveal certain other obscure and hidden characteristic of the data
(Sharma J. K., 2010).
Disadvantages:
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3.4.3 Correlations:
Correlation is defined as an inter-relationship or correspondence (BPP Professional
Education Business Decision Making, 2004, p.127).
The coefficient of correlation measures the degree of correlation between two
variables (BPP Professional Education Business Decision Making, 2004, p.130).
x
2
n x [ n y 2( y ) ]
2
Formula:
n xy x y
r=
r: correlation coefficient
x, y: represent pairs of data for two variables x, y
n: the number of pairs of data used in the analysis
r must always fall between [-1;1] (BPP, 2004, p.130):
r = +1 means that the variables are perfectly positively correlated
r = -1 means that the variables are perfectly negatively correlated
r = 0 means that variables are uncorrelated
The correlation method will be used to show the relationship between two variables.
In this research there will be two correlations that will be accounted. First of all, researchers
want to determine the correspondence between LG Electronics product quality and the
companys product price. Basing on the result, it will be directly seen that whether the
customers can gain actual value as what they paid to buy LG Electronics products. Another
relationship that correlation method can help researchers identify will be whether customers
will keep buying LG Electronics products basing on their satisfaction with the quality of the
products.
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Advantages:
- The correlation method can help researchers make predictions about relationship
between two variables when knowing about correlations. If two variables are
correlated, it can be easily predicted one based on the other (Correlation, n.d.).
- The correlation method can carry out for a large number of individuals.
Disadvantages:
- A disadvantage of correlation research is that the answers may be biased if a particular
set of people is surveyed (Correlation, n.d.).
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Conclusion
Quality management has been increasingly confirmed its important role in the current
period. It helps businesses have the ability to improve quality products, removal unnecessary
incurred cost, increase competition, and increase the position of business in the market, so
that enterprises can a durable develop. Thanks to the quality management, the benefits of
business, consumers and society are more unified. Quality is intrinsically a strong impact to
the basics of business operations. Therefore, the applications of quality management systems
are becoming pressing issues in the current period, the decision to the sustainable
development of the economy. In addition, one thing can be affirmed that no other way is
quickly apply the quality management system into the production process of their business, if
the businesses want to survive and develop.
Due to time and conditions are limited, researchers might not go through deeper the
issue and has no practical experience. The research in the future would include contents of
the article inevitable drawbacks need to be further review and comment.
43
Research Project
VN Group (F04B)
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