Strategic_Management_and_Customer_Satisfaction

Strategic Quality Management and Customer Satisfaction Paper University of Phoenix MGT 449 Dr. Timmons September 18, 2009 Strategic Quality Management and Customer Satisfaction Paper Introduction In evaluating Riordan Manufacturing mission, vision, goals and objective statements one of key elements of producing a successful business is having happy, satisfied customers. Once the rapport is built and relationship is established with consumers and businesses, word of mouth communication either makes or breaks the reputation of the business. Customer satisfaction is an area of opportunity that always needs fine tuning. With a developed and strong quality management plan, companies make every effort to meet the demands of customers. This paper will outline a strategic plan of quality and review objectives within Riordan Manufacturing strategic plan. Reviewing a possible plan of improvement and afford recommendations for this plan and how the two objects of discussion collate and work together for success. How Quality is Linked Riordan Manufacturing decided to move one of the manufacturing facilities to China to maximize labor cost reductions. In summarizing Riordan organization mission, vision, and identify the organization strategic objectives. The company plans are to meet or exceed 50 million dollars in sales within a two-year period. One of the ways of implementation towards Total Quality Management will be to extend sales to new-fangled customers by implementing communal relations activities, trade shows, product development, and sales strength promotions. Riordan’s relationship promise to its consumers that their mission and vision will continue `as follows: “We will strive to be a solution provider for our customers and not be a part of our customer’s challenges.” “Long-term relationships will be sought by maintaining rigorous quality controls, innovative solutions, a responsive business attitude, and reasonable pricing.” The result of this move will affect Riordan’s clientele by increasing turnaround time; however, cost for Riordan’s consumers can possibly go down or sustain for a lengthy period. Profitability will rise for both, Riordan and its consumers (Riordan Manufacturing, 2009)“Riordan must be focused in achieving and maintaining reasonable profitability to assure that the financial and human capital is available for sustained growth. The objective is to mitigate the employees and the customers affected by the closing of and Michigan Manufacturing facility and the new employees in China. Riordan Manufacturing Total Quality Management will enhance solely the image of our organization. Riordan understand that maintaining the image and reputation of our organization is extremely important for creating new customers and retaining repeat buyers. The most essential element for this movement is to demonstrate effective communication with the public. One could say that our ending objective is multifaceted. Riordan wants to have a real and justifiable relationship with the general population who has made that business grow. These citizens, in most cases, are the patrons who buy the products or who require the services. Because of the impact of moving one of our facilities to China, company leader found it important to look at how many different types of businesses or groups that have been inconvenienced. One is the top requirement for Total Quality Management is to communicate with many individuals. This is not to be confused with publicity; this event deals more with the idea of self-image to the public. Total quality management is strictly for customers however, strategic planning is defined as upper management coming together and making long-term decisions and goals for the organization and tactical planning to develop specific decisions about what will be done at every level of the organization to accomplish the strategic plan and what will cause risks when the decision are not carried out as planned. Analysis of the Process Improvement Riordan manufacturing faces many challenges as a global producer of plastic producers in the US and as well over sea’s in China. The factors that are considered to have an effect on quality are controlled through proper preparation and research done when overseas in a country with different government rules, regulations, policies and cultural diversities. These factors have a direct impact on the quality of manufacturing. The proper steps need to be addressed before taking on an international challenge when manufacturing products and goods overseas; globalization has a huge impact on the product. Understanding the world market is not as easy as it seems, the common thread is that may be one product, but in some instances the product may need to be modified to fit the lifestyle and cultural differences of the intended target market. In Riordan’s case, the challenges with manufacturing in another country and creating a seamless communication with the management team and workforce. For example, in some foreign workforces men and women are not treated or respected equally, men being the dominant group could pose problems taking direction from a female manager or executive officer which leads to a total breakdown. Research is always the best tool used in these situations because unknown information is brought to light and with proper evaluations a solution can be created to address any concerns in relation to the problem introduce a new product or even to create a workforce to manufacture a product for global consumption the management must take all details into consideration and make smart decisions. Tools and Techniques Total Quality Management can be defined as, understanding who the customers are, meeting their requirement and knowing what their expectation are. That is what Riordan Manufacturer did; they consolidate their customer’s information to deliver better value to their customers. The firm had a database of many records as well as files and microfiche of their customer’s requirements and what their expectation was for the company. Under the sales and marketing information system, there was seven categories that the company managed in away to keep accurate information to be able to project from year to year what was needed to keep the customers satisfied and make a profits for the company. The key objectives used were the increase sales to existing customers by increasing sales force promotions, price, discounts and customer user group services, and expand sales to new customers by implementing public relations activities, trade shows, brand development and sales force promotions. Riordan’s approach is to understand the current needs and anticipate and influence the future needs of customer’s. “The firm is attempting to consolidate customer information to deliver better value to the customer. The firm has historical records in many disparate databases, in paper files and microfiche. Below is a listing of information the firm has available to consolidate into a CRM (Customer Relationship Management) system” Customer profiling will be very essential in understanding how to deliver outstanding service the customer to outline the best tactics for marketing, selling, and retaining these customers and looking to potential customers. A good business will never assume what customers want, it will be asked. (Riordan Manufacturing, 2009). Ultimate Responsibility of Quality The responsibility of quality will ultimately fall on Riordan Manufacturing, being the consumer is the viable means of maintaining business. Quality will always have a huge impact on business because of the audience, consumers are different in every market and any areas of opportunity will need to be identified ,detailed and perhaps eliminated in order to create a customer friendly open to suggestion business model. As well as a low financial risk for investment and high revenue return for stockholders. Process Improvement vs. Strategic Plan In reading the strategic plans and the overall summary of Riordan Manufacturing plans the Total Quality Management strategic level objective for the organization proved to be just what the company needs to continue the profits projected. Conclusion In order Riordan Manufacturing to remain a competitive force in business world, Riordan must continue to develop and improve all quality management programs and not just meet the goals but exceed the goals in order to ensure consistent customer satisfaction. References Riordan Manufacturing (2009). . Retrieved September 18, 2009, from https://ecampus.phoenix.edu/secure/aapd/CIST/VOP/Business/Riordan/Marketing/RioMarket001.htm Riordan Manufacturing (2009). . Retrieved September 18, 2009, from https://ecampus.phoenix.edu/secure/aapd/CIST/VOP/Business/Riordan/Marketing/RioMarket001.htm