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Globalization and Hershey's Total Quality Management

How can globalization increase the complexity of Hershey's total quality management?

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How can globalization increase the complexity of Hershey's total quality management?

Total Quality Management (TQM) defines quality as consistently meeting customer expectations and needs. To ensure data quality in the best possible way is to supply data that is used by people who have been trained in checking what the data should look like. These people are also able to recognize when it is not correct and they also know what would be correct and they are able to provide feedback that will resolve the discrepancies. Customer usage and customer feedback are the essential factors.

Hershey is the leading manufacturer of chocolate products in North America. It also produces non-chocolate confectionery and chocolate-related grocery products. Hershey has domestic and international operations and distribution channels.

Hershey has many competitors which include Mars, Nestle, Russell Stover, and Palmer. In the domestic non-chocolate category, Hershey's largest competitor is Nabisco. On a dollar basis, Hershey's sales are roughly 80% chocolate and 20% non-chocolate. Hershey sells to 8-10 different classes of trade including grocery wholesalers, chain grocery stores, candy distributors, and mass merchandisers, chain drug stores, vending companies, wholesale clubs, convenience stores, concessionaires and food distributors. Products are sold by full-time sales representatives, food brokers and part-time retail sales merchandisers throughout the United States, Canada and Mexico. The ...

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The solution discusses how globalization can increase the complexity of Hershey's total quality management. References for further reading are also included.