Quality Performance Measure of Companies Success Order Instructions: You concluded your post stating (correctly) that “Total quality companies that are successful measure performance by improvements acknowledged by clients.”
Do you have any personal example, or you can provide case-study, about how this is done in practice? how they assess the way clients acknowledge them?
Quality Performance Measure of Companies Success Sample Answer
Sharp Express is an example of a company that applies Total Quality Management principles. It is a leading company in the world that specializes in offering quality customer services and uses many principles in assessing its innovative system. This company makes use of 12 indicators known as Service Quality Indicators (SQIs) to assess service and quality. Each of these indicators is recorded and evaluated daily after which they report the overall performance of everyone using charts.
Each SQ product is graded a graded on a scale of 1-10. However, lost items, damaged products, and packages that are not picked are graded ten. This is because they accorded seriousness and have a bigger impact on the satisfaction of customers, unlike other SQIs. Items that have been delivered late, those without identity, and packages that are associated with complaints from clients are weight five. The primary aim of providing this form of measurements is to encourage the employees to continually improve the quality of their services by working towards decreasing the SQIs scores (MORFAW, 2009). The firm also conducts a systematic customer survey for bigger clients.
Sharp Express also compiles information on performance measurement using product line. The data obtained from this measurement is presented in twelve graphs that are placed on the company’s notice boards. Information that is presented in eleven out of the twelve graphs is obtained from employees that deal with operations such as, process time per second of the elapsed duration, the total number of complaints received from clients, downtime percentage, and amount of inventory. The remaining one graph is used to give information on the cost that is acquired from the department of accounting. This indicates the monthly variation in the total cost by product line. Each employee works towards seeing that the total costs reduce by devoting their major attention to the factors that affect graphs 11 to 12. This, in turn, affects the total cost.
Quality Performance Measure of Companies Success Bibliography
MORFAW, J. N. (2009). Total quality management (TQM): a model for the sustainability of projects and programs in Africa. Lanham [Md.], University Press of America.
