Strategic Quality Management And Customer Satisfaction Paper

1367 words - 5 pages

IntroductionThe ongoing improvement plan can increase the quality of an organization meeting certain standard, which is able to produce quality product and service, generate competitive pricing and establish on-time delivery. To develop a successful improvement plan, an organization must have a well-designed strategic plan that is alliance with the direction or mission of the organization. In this paper, it is going to discuss how quality is linked to Riordan Manufacturing's strategic plan and objectives, analysis its current improvement plan and give examples of the tools and techniques used to measure quality and customer satisfaction. Finally, it talks about the ultimate responsibility for quality assurance and how the improvement plan is related to its strategic plan.Quality linked to strategic plan and objectivesRiordan is building a strategic plan, which is focus on quality improvement in every aspect of its business. The strategic plan is related to Riordan missions which are six sigma, exceeding ISO 9000 standard, meeting customers' demand, and leading the industry's trend. The strategic plan consists of six strategies which are:1. Serve the market through the top 15 customer-clusters.2.Strengthen Riordan brand and make it a significant competitive advantage3."Win the next generation bottling materials" with more innovative and environmentally friendly products.4.Establish a leadership position in beverage containers and bottles5.Become the industry's best global plastics manufacturer.6.Supply Chain ExcellenceThe first strategy is focus on customers' service quality while the second strategy is focus on products' quality to boost Riordan's brand. Riordan is also focus on providing quality through environmental friendly product development. The fourth and the fifth strategies are focus on advancing the business through quality management and control. The sixth strategy is focusing on supply chain system to increase efficiency and to build customers' and suppliers' relationship quality.Riordan has four main objectives to be reached by implementing the strategic plan. The objectives involve building working environment, making transformation, increasing effectiveness, and increasing efficiency. To build excellent working environment, the company will place the best people in jobs (High quality employees). It will also create 'quality' culture, so every work will provide quality.Riordan will make transformation through three processes. The first process is creating an agile workplace that will increase working quality. The second process is enabling timely customer management that will increase customers' service quality. Finally, the company will build wide supply chain process and system to provide better production process. Riordan will execute the product quality plan to increase effectiveness. The company will also fully leverage key aspects of the environment to support the process. To increase efficiency, the company's productivity...

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