Strategic QM & Customer Satisfaction Ã¯Â¿Â½ PAGE \* MERGEFORMAT Ã¯Â¿Â½1Ã¯Â¿Â½
Strategic Quality Management and Customer Satisfaction Paper
MGT/449 Quality Management and Productivity
December 1, 2009
University of Phoenix
Strategic QM & Customer Satisfaction
This paper will review Riordan's strategic quality management system and the impact their system has on customer driven satisfaction within the Riordan organization. The main responsibilities of Riordan Strategic Planning and Quality (SPQ) are to deliver better integrated planning, reporting, stakeholder feedback, statistical and quality management services across the organization.
In addition, manage the implementation of the new Riordan planning framework. Provide comprehensive reporting for key internal and external stakeholders. Lead the development and implementation of a new quality management system for Riordan and develop and implement procedures to gather and report feedback from a wide range of stakeholders, and support all units within the organization in audit, review and benchmarking processes.
Riordan Manufacturing, Inc. is an industry leader in the field of plastic injection molding. With state-of-the art design capabilities, we create innovative plastic designs that have earned international acclaim. With facilities in San Jose, California, Albany, Georgia, Pontiac, Michigan and Hangzhou, China, we have the capacity to fulfill your unique needs. Riordan Manufacturing is wholly owned by Riordan Industries, a Fortune 1000 enterprise.
At Riordan the company's strategic keys to success are: serve the market through the top 15 customer clusters, to strengthen the Riordan brand name establishing a competitive advantage, continue growth throughout the market through innovation and environmentally friendly product, continue to make improvements to the supply chain, and to establish Riordan's leadership position (Apollo Group, Inc., 2004).
Riordan strives to create a quality culture; by selecting what the company feels are the best suited people for each job, as well as establishing roles and responsibilities.