Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop-in market share. Recommendation: Properly define quality as an organization. Establishing specific quality measures then outlining clearly what those quality measures mean for customers. Using customer satisfaction as a foundational measure of quality use of an assessment tool like a voice of the customer survey. Step one is to formally identify all customers. Gather all customers in list format with as much profile details for each customer account as is available. Once the external customers profile list is complete, draft/distribute the survey document and gather customer feedback. Using the Pareto Rule analyzed, the comments and feedback …show more content…
Next the company should identify internal customers both senior leadership and functional managers as well as any employees on the production floor. Seek to understand their point of view on quality and solicit any comments and feedback regarding root causes and poor-quality. Again, analyze the internal customer feedback and assign specific resources to resolve first the top 20% issues found and establish a control process to review and continuously improve consistently for all project company wide. To ensure the quality initiative is a companywide success, all stakeholders should be included in all project quality planning stages to confirm activities are constructed to meet their expectations and the goals of the organization. Finally, gather all customer feedback and comments and create specific action steps, and continuous process improvement initiatives using the agreed upon quality measures and deploy clearly defined and well-structured product development processes that specifics the vision of good and how to create, manufacture, and deliver it. As …show more content…
With the completed SWOT analysis the organization will be able to draft quality mission and vision declarations. Using the customer satisfaction survey quality initiative measure as an example, the surveys should be sent to active and past client customers at specified intervals annually using a check chart for reporting. Stressing that the survey is voluntary and offering various response options digital, mail or by phone banking will allow for the greatest about of replies that will include comments, complaints, suggestions and opinions for improvement. Offering several response methods and utilizing different delivery tools will establish ad continuous quality measurement tool for he organization that can be evaluated in formal intervals and in real time if risk events present. These initiatives will establish the quality goal that unless customers are satisfied the organization is not achieving. Encouraging all employees to put the customer first and why it is required for organizational success. Obtaining ISO 9000 certification will establish the organization as a quality leader again leading to an improvement in market share adding credibility to both internal and external customers. Using these tools, the organization may measure fulfillment