Strategic Quality Management and Customer Satisfaction Paper

In today's rapidly changing world, an ongoing improvement plan can help to increase the quality of a product or service an organization produces. The plan can help to meet and or exceed the standards of the product and establish an on time delivery system. To be able to develop a successful improvement plan, an organization must have a well-designed strategic plan that is in line with the mission and vision of the organization.

This paper will discuss how quality is linked to Huffman Trucking Co.'s strategic plan objectives, analyze the process improvement plan that the Huffman currently uses and give examples of the tools and techniques used to measure quality. Lastly, this paper will show who has the ultimate responsibility for quality assurance, and the extent to which the organization's process improvement plan is related to their strategic plan.

Huffman Trucking Company was established in 1936 with a single tractor-trailer.

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The growth of the company was the direct result of World War II and the increased demand for carrier services between factories in the Midwest to ports on the East Coast. By 1945, the fleet had increased in size to 16 tractors and 36 trailers. The business relationship forged with the U.S. Government continues today. Huffman Trucking continued to grow from internal sales and the acquisition of five Eastern regional carriers. This growth has enabled Huffman Trucking to continue to be privately held.

Their mission statement is "To be a profitable, growing, adaptive company in an intensively competitive logistical services business environment. And the vision is "To be a model company to our stockholders, employees, customers and all stakeholders". (University of Phoenix- Virtual Organization, 2000, p. 1) In order to do this the organization needs to link quality and process improvement to the strategic plans and objectives using the various...