Introduction
As an independent consultant in Quality Improvement, I will conduct an analysis of the operations of the company `Handles and Hinges`. I will answer how the company competes in its market place, what role does quality' play in its competitive strategy, whether or not I believe the company's use of statistical quality control is sensible, how a TQM approach could benefit the company's operations, and I will also apply the Gap model of quality diagnostics to the company and comment upon its relevance.
Competing in two markets
Handles and Hinges compete in two different markets, the retail market, and the construction market. In the retail market, it is much more aware of costs, and this has placed stress on the
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The safety of the product must also be examined. Handles and Hinges must deliver an assurance that the consumer will not suffer harm or injury from a product. If they do, again Trading Standards could get involved, and again the company could get severely punished. It will also lose the respect and admiration of the public. It is therefore important that each item that is sold is not `defected` in any way that could cause harm to the public.
The courtesy that the company gives to its consumers is another thing that needs to be fully addressed. Customers need to be treated well and fairly to allow repeat custom and to also allow the continuation of the growth of the business at hand. Customers must be made to feel that their opinion is being heard at every communication point between the business and the consumer. Without courtesy and pleasantness, the business will have a reputation for being snobby, rude and arrogant, and this will not pass off well with other customers which Handles and Hinges need.
The company also needs to make sure it is easy to access, accurate with all of the products it provides and responds well to unusual situations. This is to make sure the customer does not feel agitated, aggrieved or mistreated. The customer is the most important
Much will depend on the quality of the products or services. How we deal with customer enquiries or complaints can be just as important.
Customers want the business to produce quality products at reasonable price. You have different types of customers. There are different types of customers there are loyal ones, young ones, elderly, family or one-time customers.
Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137. Retrieved from http://link.springer.com/article/10.1177/0092070300281012
For Andrei Octavian PARASCHIVESCU and Florin Mihai CAPRIOARA, organizations that desire to implement a strategic quality management approach should consider both the strategic dimension of quality and the management strategy (2014, p 19). In fact, both writers stipulate ”Quality Management” aims to advance quality to meet patron’s requirements by controlling processes (Paraschivescu & Caprioara, 2014, p 21). Likewise, their ideas confirm that the production approach demands a strict input from workers. In doing so, quality improvement teams can measure and spot
5. Alternatives – I want to have choices. If I return a product that is broken or faulty, but you no longer carry
The purpose of this paper is to propose on outline for evaluating the quality improvement initiative and financial implications, along with giving a description of specific metrics. A recommendation will be discussed as to how the organization can represent the data related to the quality improvement issue for ongoing monitoring. Also, there will be an explanation of how the organization can create an integrated view of performance that links finance and quality.
Good customer service will set my company apart from the strategic differentiation of my competitors also use of technology, pricing, and quality products. When I start my new venture with my exercising unit, I want people to know just how well my product works.
Yasin and Alavi (1999) conducted a quantitative study to determine if Total Quality Management (TQM) can produce quality improvement
When customers seek for a specific product or service, they obviously want the company to be responsible and well organized. A customer wants to be able to trust the company in which the company delivers everything correctly and the way the costumer wants. When all the customer wants and needs are met, the customer will be to determine which company fits best.
Improving customer service, offering them the best selection, quality, and value (Company History, n.d.) is at the core of the business. The company is committed to the customer’s experience and tailors the business “through the eyes of our customers” as “listening to the customer has never been more important” (Annual Reports, 2014). Additionally, the company offers a variety of brands and services to serve
Description of how Woolworths manages quality and determine how effective Woolworths is at managing quality.
The following is an attempt to analyze AT&T's use of Total Quality Management throughout its organization. Since AT&T is an elaborately enormous corporation I will focus my study to AT&T Power Systems/Lucent Technologies. This division of AT&T has been the industry standard for excellence since TQM was first introduced to the company. AT&T Power Systems has become one the world's most dynamic companies because of its use of TQM. I will provide a brief description of who AT&T Power Systems is, a description of the events that lead up to its use of TQM, AT&T's TQM philosophy, and how this philosophy was implemented. Finally I will discuss the benefits AT&T Power Systems realized through their use
iConsultant is committed to implementing appropriate quality management systems and processes to enable the delivery of the highest practicable quality products and services. Dyson Limited engaged iConsultant to strategize a total quality transformation for the company to overcome its current quality challenges and hone its competitiveness in the world market.
External customer requirements may be gathered and transformed into specific, actionable process improvements using quality function deployment, a well- structured product development process which dictates what the market requires into a program to create, manufacture, and deliver it. However, teams should collaborate to arrive at a common understanding of the customer needs and determine the appropriate technical requirement of each stage. As soon as customer expectations are met, customer satisfaction will improve, resulting in a take-back of market share and an increase in revenue.
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.