Strategic Quality Management And Customer Service

1368 words - 5 pages

Strategic Quality Management and Customer Service PAGE \* MERGEFORMAT 1
Strategic Quality Management and Customer ServiceUniversity of PhoenixStrategic Quality Management and Customer ServiceQuality is considered one of the most critical and key components in business today. The difference between an adequate or just satisfactory quality and a product that has an outstanding and superior quality can be the factor that pushes the business ahead 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 continuous process improvement plan in relation to the business's strategic plan is also reviewed.Quality and Kudler's Strategic PlansQuality is a key factor in linking Kudler's strategic plans and strategic objectives. Without quality being a main force driving the strategic objectives, the strategic plans will not have the superb results that Kudler hopes to have. Most customers want excellent service and top-notch quality in the products and services that they buy. Pricing, also, does play a major role in the strategic plans and objectives and normally, the ultimate goal of consumers is to find high-quality products and services while paying a reasonable price for them. Kudler customers focus more on quality and the ability to find specialized items than prices.Kudler Fine Foods has developed a strategic plan and objectives that focus on profitability and also giving high-quality customer service that result in consumer loyalty. Kudler's "objective of the sales organization is to successfully implement programs designed to increase revenue and decrease costs. The sales group will support the rollout of new customer focused programs, leverage customer information to support sales growth of existing customers, initiate targeted activities to recruit high-profit new customers, and support operational cost-cutting efforts taking place company-wide" (Sales Plan, 2007, p. 1). Kudler has implemented many programs to help obtain this loyalty and increase the profits and revenue. Programs such as the frequent shopper program, focusing on diverse areas in the gourmet foods market such as organically-grown foods, and expanding services within its stores will help achieve the strategic objectives through the bottom line of giving only high quality to its consumers. This institutes a high standard of quality in its employees, management, products, and services. Kudler also intends on increasing its efficiency in its processes and productions that will help cut costs and still give the consumers the high-quality products and services they have grown accustomed.Process Improvement...

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