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Strategic Quality Management and Customer Satisfaction

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Process Analysis
Analyze processes in quality improvement.
Utilize quality management tools to present data.

750-word paper in which you complete the following:
Describe how quality is linked to the organization's strategic plan and strategic objectives.

Provide an analysis of a process improvement plan that the organization currently utilizes.

Include examples of the tools and techniques used to measure quality and customer satisfaction within your selected organization.

Identify who has ultimate responsibility for quality assurance.
Explain the extent to which the organization's process improvement plan is related to the organization's strategic plan.

Format your paper according to APA standards.

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Solution Summary

The expert discusses the importance of strategic quality management to an organization.

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Please see the attachment with the conclusion and reference included.

Poor quality is the result of work processes that do not involve a carefully thought out strategic plan. Consequently, the organization fails to take into account the customer's needs. Some effects of poor quality are a lack of dedication and commitment of the management, lack of employee involvement, a non-motivating, non-interesting, and non-challenging work environment, and decrease in customer satisfaction. Consequently, the effects of poor quality affect an organization by lacking the assurance for quality at every stage of the sales process, keeping unsatisfied external customers, and keeping employees who are not aligned with company goals. All of these factors in turn lead to poor product quality, decreased sales, and a lack of competitiveness for the company.

In order for a strategic plan to be successful and of good quality, it must be directly related to the organization's mission statement. The organization's vision and mission is the foundation that determines where the organization is going and how it's going to get there. Huffman Trucking's mission statement is "to be a profitable, growing, adaptive company in an intensively competitive logistical services business environment." In order to accomplish this, the company has developed strategic goals that not only include the company's stakeholders, but also takes technology into account:

• Stockholders - every action and decision will be ...

Solution provided by:
  • BA, Brooklyn College
  • MBA/HCM, Phoenix University
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