Strategic Quality Management And Customer Satisfaction Paper

1038 words - 4 pages

Strategic QM & Customer Satisfaction PAGE \* MERGEFORMAT 1
Strategic Quality Management and Customer Satisfaction PaperReginald GriffinMGT/449 Quality Management and ProductivityDecember 1, 2009Tammy WalkerUniversity of PhoenixStrategic QM & Customer SatisfactionThis paper will review Riordan's strategic quality management system and the impact their system has on customer driven satisfaction within the Riordan organization. The main responsibilities of Riordan Strategic Planning and Quality (SPQ) are to deliver better integrated planning, reporting, stakeholder feedback, statistical and quality management services across the organization.In addition, manage the implementation of the new Riordan planning framework. Provide comprehensive reporting for key internal and external stakeholders. Lead the development and implementation of a new quality management system for Riordan and develop and implement procedures to gather and report feedback from a wide range of stakeholders, and support all units within the organization in audit, review and benchmarking processes.Riordan Manufacturing, Inc. is an industry leader in the field of plastic injection molding. With state-of-the art design capabilities, we create innovative plastic designs that have earned international acclaim. With facilities in San Jose, California, Albany, Georgia, Pontiac, Michigan and Hangzhou, China, we have the capacity to fulfill your unique needs. Riordan Manufacturing is wholly owned by Riordan Industries, a Fortune 1000 enterprise.At Riordan the company's strategic keys to success are: serve the market through the top 15 customer clusters, to strengthen the Riordan brand name establishing a competitive advantage, continue growth throughout the market through innovation and environmentally friendly product, continue to make improvements to the supply chain, and to establish Riordan's leadership position (Apollo Group, Inc., 2004).Riordan strives to create a quality culture; by selecting what the company feels are the best suited people for each job, as well as establishing roles and responsibilities. Riordan also works to retain 95% of the company's key talent, retention of these skilled employees will save Riordan the time and money of finding, and training qualified replacements.By integrating Total Quality Management (TQM) characteristics of continuous internal and external improvement Riordan will continue to satisfy customers'. In order to achieve the expected outcomes, the root cause must be identified and satisfied.Treat the pursuit of customer satisfaction as you do any other profit-driven investment-that is, assess it in terms of its net present value (NPV) and/or return on assets employed (ROA) (Pepperdine University, Graziadio School of Business and Management , 2009).Satisfying the customer keeps them coming back. Therefore, the focus of TQM is total customer satisfaction. Based on Riordan's mission statement they understand the importance of adopting...

Find Another Essay On Strategic Quality Management and Customer Satisfaction Paper

Strategic Quality Management and Customer Satisfaction

1940 words - 8 pages Introduction -There are many components to strategic management. The success of each component brings the company greater changes of success for customer satisfaction. These components include linking quality to its strategic plan and objectives and continual analysis of its process improvement plan and on how process improvement relates to its strategic plan. Riordan Manufacturing is a global company that has just launched its Total Quality

Strategic Quality Management and Customer Satisfaction

1503 words - 6 pages Strategic Quality Management and Customer Satisfaction PaperThe intention of this paper, which is crafted in response to an assignment set forth in MGT449 Quality Management and Productivity, is to; describe how quality management is linked to the strategic plan and objectives of the fictitious company, Kudler Fine Foods (Kudler); provide an analysis of the process improvement plan the company currently uses; and give examples of the tools and

Strategic Quality Management and Customer Satisfaction

1942 words - 8 pages At Riordan Manufacturing, there is a great emphasis on maintaining a long-term relationship with their customer. With that in mind, Riordan has created and sustained rigorous quality control systems to guarantee customer satisfaction with their products.In this paper, how quality is linked to Riordan's strategic plan and strategic objectives will be discussed, followed by a careful analysis of a process improvement plan that Riordan currently

Strategic Quality Management and Customer Satisfaction - 1331 words

1331 words - 5 pages The fallowing discussion will review the strategic quality management system, as well as the impact the system has on customer driven satisfaction within the Riordan organization. This paper will also compare and contrast Riordan to Arizona Department of Transportation in regards to the quality of customer driven satisfaction and through the comparison analysis look for ways to implement new ideals into the Riordan organization.At Riordan the

Strategic Quality Management and Customer Satisfaction - 1661 words

1661 words - 7 pages Strategic Quality Management PAGE 1 Strategic Quality Management PAGE 7 Strategic Quality Management and Customer SatisfactionMonique Cone, Margaret Farley, Shirley Howard, Shadreka Howard,Shawn SnyderMGT449January 24, 2011Ian FinleyStrategic Quality Management and Customer SatisfactionCustomer satisfaction directly impacts any business in a number of ways. Wal-Mart has a variety of tools to get and keep happy customers. There are a variety

Strategic Quality Management and Customer Satisfaction: Baderman Island Resorts

1233 words - 5 pages linked to the strategic plan and strategic objectives? Well, as we can see it is not really linked, it is essential component of successful strategic planning.Process Improvement Plan at Baderman IslandStrategic planning plays a huge role in customer satisfaction. It is critical to Baderman Island's Management Group (BIM) for quality to be a key element in the strategic plan. Quality is extremely valuable at Baderman Island because it contributes to

Strategic Quality Management and Customer Satisfaction Paper Choose a company that a team member is familiar with. Conduct a SWOT analysis for the company

1359 words - 5 pages Strategic Quality Management and Customer Satisfaction PaperMicrosoft being a large corporation is built on customer satisfaction and quality. Making sure that quality management and customer satisfaction ranks high on their list, Microsoft maintains annual goals and performance evaluations "Ensuring a high level of satisfaction among our customers and partners is a core component of business at Microsoft. Customer and Partner Experience (CPE

Strategic Quality Management and Customer Service

1368 words - 5 pages of the competition or leaves it standing in the dust of its competition. This paper will demonstrate how quality links to Kudler Fine Foods' strategic plans and objectives. The paper will also provide an analysis of a process improvement plan, examples of tools and techniques used to measure quality and customer satisfaction and identify who is ultimately responsible for quality assurance. The extent of Kudler Fine Foods involvement in the

Value of Quality, customer satisfaction

1628 words - 7 pages ? Individuals must be responsible for the quality improvement process and it must include employees from the top of the organization to the bottom. Customer driven quality includes both short and long term improvement goals and each achieved goal becomes another positive milestone within the organization. The value of quality is in direct relationship with customer satisfaction, and customer driven quality management affects all industries including

Quality Management and Productivity: Strategic Plan Development Paper

1120 words - 4 pages The purpose of this paper is to analyze role of Total Quality Management (TQM) in the strategic plan of Riordan Manufacturing. Summarize the Riordan Manufacturing Mission, Vision and the importance of TQM as a strategic level objective. Also, identify the impact and complexity that globalization has on the TQM strategies at Riordan Manufacturing.Riordan Manufacturing views TQM as a collection of processes. We maintain that our organizations must

Customer Driven Quality Paper

1173 words - 5 pages This paper will explain the value of quality in relationship to customer satisfaction within 4 different industries (manufacturing, service, non-profit and government). Provide a description of customer driven quality and asset the importance of participatory management as it relates to quality. Also provide a matrix comparing the commonalties and differences in quality among the organizations.ManufacturingQuality service first arrives with the

Similar Essays

Strategic Quality Management And Customer Satisfaction Paper

1367 words - 5 pages offers high quality products. ISO 9000 concerned with Quality Management (QM). QM is what the organization does to fulfill the following: the customer's quality requirements, meeting applicable regulatory requirements, aiming to enhance customer satisfaction, and achieve continual improvement of its performance in pursuit of these objectives.Ultimate responsibility for QAThe process improvement plan is directly related to strategic plan. The

Strategic Quality Management And Customer Satisfaction Paper

1248 words - 5 pages link quality and process improvement to the strategic plans and objectives using the various techniques to measure quality and customer satisfaction. Strategic planning is an organization's process of defining its strategy or direction, and making decisions on allocating its resources to pursue this strategy; including its capital and people (SP, n.d., p. 0). Strategic objectives are a broadly defined target that an organization must achieve to

Strategic Quality Management And Customer Satisfaction Paper

1900 words - 8 pages customer satisfaction. The question then becomes, how does one plan for quality management and customer satisfaction?This paper will look at quality and its relationship to strategic plans and strategic objectives, process improvement plans, and the tools and techniques used to measure customer satisfaction and quality as a whole. The paper will also discuss the person or persons within an organization whom are ultimately responsible for quality

Strategic Quality Management And Customer Satisfaction Paper 2001 Words

2001 words - 8 pages management and customer satisfaction are important to the success of an organization. Riordan Manufacturing has done a good job of managing quality and ensuring customer satisfaction. The company has quality linked to their strategic plan and objectives by having creative environments that are innovative with an effective implementation process. Due to the company acquiring several other companies, opportunities developed to devise a system that