Mercedes Benz Quality Improvement Paper

Essay by lbell36University, Bachelor'sA-, June 2007

download word file, 7 pages 5.0

Quality is a term used to signify excellence of a product or service. When thinking of a quality product such as a vehicle, for example a Mercedes Benz, we know its well designed, well built and will therefore last a long time. If we think of car of being low quality, such as a base model type KIA or Hyundai type with cheap panels, components, and low specifications. This basically means that if you simply want a car that will get you from A to B, and you're not bothered about having the best car for safety or specifications. Therefore, the cheapest car that performs to your requirements is seen as being up to the standard and is therefore of sufficient quality.

Mercedes Benz is a very large joint organization that employees members for sales, services, parts, business office, vendors and contractors. There are several areas that I have noticed, in my four-months, that they need to try in improving their quality management.

One of the areas I work in is the service department; we handle all different services repairs and install accessories. I'm a multi task worker, because I work as a service coordinator and also help our department market more consumers. I have a good understand on how the work flow should start and end. At the Mercedes Benz dealership, they need some serious improvements in order to increase customer satisfaction and productivity levels to meet their goals.

AssessmentMercedes Benz does a great deal of service work orders every weekday and weekend. We services vehicle problems and stall parts with other dealerships in conjunction with Corporate Mercedes Benz office. These service repairs can eventually grow to a deeper problem. We have learned from experience the best way to train the service teams to exceed customer expectations...