Portland Plant Turnaround Case Analysis

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

C. Quality: The degree to which a product or service meets customer requirements and expectations.

This week’s assignment is about evaluating the quality issues of three organizations. The three sectors I chose to evaluate are manufacturing, service and government. I will then discuss the importance of quality to each organization, the relationship of quality to customers, the leadership commitment to quality and the alignment of quality to the organization’s strategic goals and objectives.

From the mentioned three alternatives every one of them is having its own strengths and weaknesses. According to the situation, increasing the quality is the best one by having the assistance of every stakeholder, internal and external. The information should be gathered further to make certain changes in the processes. The customers want to know about the processes of the organization and how it produces the products and services. They in fact need quality. They should be informed to increase their faith over the business. if they are given no information about the business, they are going go to someone else as there are a number of competitors providing the same

To be effective, organizational structure should be established after an organization’s strategy (Pryor, et.al., p. 1-4). Because an organization is tied closely to the Five P’s (Purpose, Principles, Processes, People, and Performance), Strategic Quality Management should permeate its entire breadth. An organizations mission, vision, goals, and objectives should include dedication to the act of providing customer satisfaction through a clear definition of quality. Its principles should include a focus on customer-based quality management, as should its processes people, and performance. Once the strategy is determined, the organizations systems and structure should compliment its dedication towards Strategic Quality Management.

Customers expect safe and strong products, sold to an affordable and suitable selling price, otherwise they will refuse to buy it. The aim of big companies is to fulfil and exceed customers’ expectations and offer them quality products.

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.

Merriam Webster defines quality as a degree of excellence, or a distinguishing attribute. Managers strive for excellence in the workplace to improve customer satisfaction, increase the output in manufacturing while minimizing defects, as well as making the company more profitable. There are several different management systems or methodologies available for businesses to use, but the Balanced Scorecard and the Malcolm Baldrige Performance Excellence Program is the most common and widely used in the United States.

What are the three principles of quality? The three principles are customer focus, continuous improvement, and teamwork. Customer Focus: The orientation of an organization toward serving its clients ' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers ' satisfaction first. Also, having a customer focus usually includes maintaining an effective customer relations and service program. Continuous Improvement: An approach to quality management that builds upon traditional quality assurance methods by emphasizing the organization and systems: focuses on “process” rather than the individual; recognizes both internal and external “customers”; promotes the need for objective data to analyze and improve processes. Teamwork: The process of working collaboratively with a group of people in order to achieve a goal. Teamwork is often a crucial part of a business, as it is often necessary for colleagues to work well together, trying their best in any

The qualities of product and services are one of the primary objects for any organization for its success. Having clearly set goals is a prerequisite need for operation in aim to satisfy profoundly the demands of the consumers. According to Goetsch and Davis (2014), irrespective of the business activities for instance software, financial services, food retailing, books and clothing, and petrol fuel, the underlying perception of the consumer is quality of the products and

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

Operational excellence is the name of the delivering the quality, ease of purchase, use and the price of the product. Operational excellence included the processes for an end to end product supply, streamlined to the cost at a minimum level, hassle free provision and streamline the process. Furthermore, the operational excellence has the different competitive needs, for example, narrow product lines and high expertise is necessary for the specific working. Moreover, the work is

Quality - create a quality control process to detect and reduce defects; ensure that employees maintain a friendly demeanor with customers during all levels of the sales and support processes

The market introduction project of a new product is as important as its design project. When a company is budgeting for a new product project, it is fundamental to include the marketing expenses in the initial budget, thus, the company will not have future surprises. Dr. Levoy, in his article, The difference between efficiency and effectiveness, he explains that it may be a waste of time if a company has an entirely efficient manufacturing process, however, at the end is not effective, or does not achieve its objective, such as bringing more clients or selling a new product, (Levoy, B., 2011). This is the importance of a marketing project, the marketing professionals can sell ideas, products, services, anything that is marketable, and if a company is launching a product I believe that the goal is to reach the customers. Therefore, to understand well our plan for Fiat Chrysler and the launching of the new Jeep Wrangler Pickup Truck, we design the following schema to explain the plan details: 1. A fast explanation of the actual market and some challenges; 2. Explanation of the nature of the new product to be launched and its industry; 3. The marketing project to introduce the new product to the customers; 4. Explanation of how we will use the Total Quality Management - TQM tools to measure and control the marketing plan execution; 5. How FCA already applies TQM philosophy to achieve client satisfaction and how we can expand the use of TQM