2. Strategic Quality Management and Customer Satisfaction Paper

Founded in 1969 by Donald Fisher and Doris Fisher, Gap Inc is largest clothing and accessories retailer in America. The clothing store began in San Francisco California, where the Fishers opened their first shop because they had been frustrated with the poor service and clothing styles offered at other retailers. The store was named the gap because it supplied clothing to teenagers and college students, the "generation gap" between children and adults.

The Total Quality Management model is limited in its scope of improvement. Total Quality Management establishes targets for performance rather than focusing on continuous improvement. This perspective is to narrow because it fails to consider the overall improvement process. To be effective, management must incorporate all aspects of the business into a dynamic improvement process.

The Gap Inc. is a global specialty retailer that operates stores selling casual apparel and accessories for men, women, and children (Yahoo Market Guide, 2001). Under the Gap, are the Old Navy and Banana Republic brands (Yahoo Market Guide, 2001).

Andrei Octavian PARASCHIVESCU and Florin Mihai CAPRIOARA depict the way companies may enhance the performance quality known as a performance action plan, in providing to employees the opportunity to reach a quality performance while holding them liable for past performance. In addition, both authors argue that it is vital to open a true dialog and feedback from the voice of the customers to the stakeholders. Thus, managers must expand a Strategic Quality Management approach to build an affiliation between the corporate strategy and the quality management policy. In this article summary, we will focus on the method; organizations can widen an inspiring Strategic Quality Management approach, through the core concepts of SQM. Moreover also, we will demonstrate new methods of using SQM to improve, and sustain businesses expansion.

The nurse is challenged with the care of patients over a lifespan. Each stage of life brings its own physical and emotional changes which directs the care needs. The care needs of the pediatric patient will be much different from the needs of the geriatric population. The geriatric population has very specific needs which has prompted the government to establish the Quality Assurance & Performance Improvement (QAPI) program. The QAPI provides the framework for nursing facilities to develop and implement changes which address deficiencies the facility was found to have. Also, the QAPI program requires practices and policy be put in place to monitor care of the residents. The purpose of this paper is to list some of the changes the elderly go through as they age, and demonstrate these changes in a quality improvement project. After review of literature, I will discuss the challenges, barriers, and solutions as related to quality improvement. Lastly, I will discuss the quality of care for the geriatric in the future.

Quality improvement is a systematic and continuous process which leads to improvements in healthcare services. The health services are then a reflection of the improving health status of a patient population (Health Resources & Services Administration, n.d.). Quality improvement strategies are the actions which a team will take to accomplish the goals of process improvement. The Institute of Medicine (2001) has developed a vision of six aims for improvement in healthcare which include, safe, effective, patient-centered, timely, efficient, and equitable care. Making improvements in these areas will better meet the needs of patients.

Gap was established in 1969 in the heart of San Francisco and has following earned the title of an overall driving garments retailer offering cutting edge, easygoing styles for men, ladies, youngsters and infants. Clean lines and hues, solace and fantastic outline totals up Gap's state of mind to sprucing up or down. Presently you can dress easygoing and cool for less with Gap Voucher codes.

Old Navy’s history goes right where The Gap, Inc. was founded by Donald.G in 1969. Fisher, who founded his own clothing store out of frustration, when he couldn’t find a pair of jeans that would perfectly fit him. And since that time, The Gap’s retail clothing brand has been one of the most successful in United States history. Before Donald Fisher launched the first Gap store in San Francisco, he had been a prosperous real estate developer. It is fair to say, that Fisher’s first store was an immediate sensation. Young adults from the neighbouring San Francisco have flown to the stores to get low-priced jeans. And in just a few short years, the first Gap store became a huge retail chain composed of 200 stores, in over 20 states, and valued at an estimated $100 million dollars. By the late 1970s, GAP was growing at a rate of almost 80 new stores each year and generating about $300 million annually, which worth mentioning is a lot of money that days. In 1983, Millard Drexler was put in a position of a president of the company and was expected to lead the company into another decade of phenomenal growth. Dexter was a former president of another

Quality management is an act that monitor all activities that needed to maintain and sustain high quality output, continuous improvement of process and product to a desire level of excellence in order to create customer satisfaction (Flynn, Schroeder, & Sakakibara, 1994, p. 342). Nowadays, increase in globalization and international trade had led to the increase of competition in the global market. The increase of competition had forced companies to focus on the concept of quality in their business and discover that effective quality management can increase their competitive advantage in the global market (Anderson, Rungtusanatham, & Schroeder, 1994).

Gap is an apparel retail company which was founded in 1969 by Donald Fisher and Doris F. Fisher and their headquartered is located in San Francisco, California. They are one of the closest competitor in international level. They offer most of their product all over the country, they have 3,700 stores worldwide. Gap product are personal care products for men, women and child who are under five. They were able to grow their brand through expansion, geographic and brand wise. Gap also have different niches of clothing brands under its name which are Old Navy, Banana Republic, Piperlime, Athleta and Intermix. Gap Inc. All of their product are available in company website and their owned store. The process to launch any kind of new lines of clothing involves an 9-month period of centralized planning, production and marketing which is responsible for member of elite fashion designer and corporate executives. Gap manufactured all most all of their product in third country which save them lots of money in labor cost because labor cost in those kind of country is relatively cheap. They have also continuing expanding their business internationally by opening more stores. Gap does aggressive advertising about their product to their potential customer

Having a vision is all it took Doris and Don Fisher to open up its first GAP Inc, store in 1969. Don stated, " I just couldn’t find a good pair of nice fitting jeans" since then GAP Inc., has not only launched retail stores such as, Old Navy and Banana Republic, but has also reached international waters with Japan and China. With producing Apparel Clothing as Well as Apparel Footwear and Accessories one must realize GAP Inc., is in a Textile Industry. With company growth GAP Inc., has not only been cleared of the negative sweatshop reputation, but also has provided employees with pay that succeeds minimum wage. With having 3,076 stores worldwide 2,551 of those stores are in the US, GAP Inc., has experienced many losses and great gains. Moving forward to our next company we find American Eagle Outfitters only emerged about 40 years ago.

Gap Inc. is a leading global apparel retail company offering apparel, accessories, and personal care products for men, women, and children under the Gap, Banana Republic, Old Navy, Piperlime, Athleta, and Intermix brands. Having distinct brands across multiple channels and countries allows Gap Inc. a strong competitive advantage.

Total quality management focuses on several aspects such as Continuous improvement and the Customers to improve the quality of the products. Ford Company has in place a strong set of values, norms, and artifacts which it strongly enforces. The mission statement for the company is based on a simple phrase, “One Ford: One team, one plan, one goal.” The company vision is, “To become the world’s leading consumer company for automotive products and services.” (Haas-kotzegger, Schlegelmilch, & Ambos, 2013) Both these company philosophies give the company a good favor towards the consumers.

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

Quality is never an accident it is always the results of high intention, sincere efforts, intelligent directions and skillful execution, it represents the wise choice of many alternatives.