Strategic Quality Management and Customer Satisfaction PaperThe intention of this paper, which is crafted in response to an assignment set forth in MGT449 Quality Management and Productivity, is to; describe how quality management is linked to the strategic plan and objectives of the fictitious company, Kudler Fine Foods (Kudler); provide an analysis of the process improvement plan the company currently uses; and give examples of the tools and techniques used to measure quality and customer satisfaction. Where the ultimate responsibility for quality assurance lays at Kudler and the extent to which Kudler's process improvement plan is related to the strategic plan will be discussed.
SCDC11: JESSE KUDLER + IAN FRASER
English: Customer satisfaction rating scale
English: A business ideally is continually seeking...The need for quality is built into Kudler's business, based on the desire for the effective productivity of the workers and retention of customers. The strategic objective of Kudler is to increase loyalty and profitability of customers. Kudler will achieve this objective by expanding services, creating programs to increase revenue and loyalty among customers and creating a company culture that is conducive to creating process improvements. By improving processes, Kudler's will also reduce its operating costs, and the customer's will receive higher quality items and improved customer service.
Kudler is currently embarking on employee training program that incorporates best practices and a new software system. The training program will "focus on internal (both front line and behind the scenes) processes, and how those can be improved to deliver increased value to the customer" (Kudler Intranet, 2007) The training program will be rolled out to all individuals who influence sales in the company. This training program "Using Customer Data to Create Happy, Profitable Customers" requires training to be completed within the first quarter of 2007. The customer retention program that is currently in place will allow the company to gain information about buying habits, which will...