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 uses. Once that is covered, A few examples of the tools and techniques that Riordan uses to measure quality and customer satisfaction will be looked over. Also, a brief look at who has the ultimate responsibility for quality assurance with Riordan will be discussed. Lastly, this paper will take an in-depth look into the extent to which the organizations process improvement plan is related to the organization's strategic plan.How Quality Relates to Riordan's Strategic ObjectivesQuality is the main focus of Riordan Manufacturing's strategic objectives. This can be seen in Riordan's strategic initiatives which include, reducing carrier costs and cycle times, implementing programs and processes for Six Sigma training, and developing plans to accommodate the delivery requirements of customers in parts of the United States that have bad winter conditions. Riordan also employs a post project review process which "consists of activities performed by a project team at the end of the projects life cycle to gather information on what worked well and what did not" (Apollo Group, 2005). This review process makes it possible for upcoming projects to benefit from the information gathered. Projects with a life span of over a year go through post phase reviews, enabling information to be documented while it is still easy to recall. The company also has measures in place to evaluate the effectiveness of their post project reviews. Their "lessons learned updates" reflects the amount of information being added or changed in the organization's processes. Also, the "level of participation" measure reveals stakeholders' participation during post project review procedures. This gives Riordan a better understanding of "the percent coverage of those who could have constructive input to improving the process" (Apollo Group, 2005). Another example of how quality relates to Riordan's objectives can be seen in the consistency of inventory management procedures. All Riordan plants follow the same procedures for tracking products, accounting for inventory, and receiving raw materials; thereby ensuring quality control and consistency in operations. Quality is linked to every facet of Riordan's business. It can be seen in their human resource department's employee empowerment and development programs, and is consistently visible in each function of every department.Process Improvement PlanRiordan Manufacturing has elected to evaluate a process improvement plan that could strategically position them for future process efficiencies that could...

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