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 techniques used to measure quality and customer satisfaction. Where the ultimate responsibility for quality assurance lays at Kudler and the extent to which Kudler's process improvement plan is related to the strategic plan will be discussed.The need for quality is built into Kudler's business, based on the desire for the effective productivity of the workers and retention of customers. The strategic objective of Kudler is to increase loyalty and profitability of customers. Kudler will achieve this objective by expanding services, creating programs to increase revenue and loyalty among customers and creating a company culture that is conducive to creating process improvements. By improving processes, Kudler's will also reduce its operating costs, and the customer's will receive higher quality items and improved customer service.Kudler is currently embarking on employee training program that incorporates best practices and a new software system. The training program will "focus on internal (both front line and behind the scenes) processes, and how those can be improved to deliver increased value to the customer" (Kudler Intranet, 2007) The training program will be rolled out to all individuals who influence sales in the company. This training program "Using Customer Data to Create Happy, Profitable Customers" requires training to be completed within the first quarter of 2007. The customer retention program that is currently in place will allow the company to gain information about buying habits, which will give the company an idea of what types of new and existing items the company should carry in order to best serve their customer base. This information has also been used in part to create the training program.In every organization, there must be a process improvement plan, at Kudler Fine Foods the organization has a process improvement plan linked directly to their customer base and the on going strategy of growing sales and expanding the business. The current process improvement plan that Kudler Fine Foods has in place consists of the following aspects, increase loyalty and profitability through their consumers, increase their consumers purchase cycles, add high end services to increase margins, gain a better understanding of their consumers purchasing patterns and develop better supplier relationships by creating partnership programs.These strategic aspects is what is involved with improving the companies overall business process and will help Kudler grow into a multi-chain organization with a loyal...

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