Strategic Qaulity Management And Customer Satisfaction

2143 words - 9 pages

Strategic Quality Management and Customer Satisfaction
Kim Bellamy, Crystal Elmore, LaVaughn Martin, George Oliver, and Andreameda Pollock
December 13, 2011
Stephanie Edens

Strategic Quality Management and Customer Satisfaction
The American Red Cross (ARC) is an emergency response organization dedicated to providing relief to the victims of some 70,000 disasters each year (American Red Cross, 2011). They also contribute to community services that help the needy and provide support and comfort for military members and their families. The American Red Cross collects, processes, and distributes blood and blood products. They offer compassionate services to educational programs that ...view middle of the document...

” Although The organization’s greatest strength is in its brand, it is also one of their greatest weaknesses. Because of their international humanitarian efforts, they are often met with resistance from third world and middle eastern countries that denounces America and the entire western culture. The American Red Cross could use technology to quickly respond to disasters on a global scale. Other opportunities that the organization can take advantage of are some of the powerful software products on the market to help maintain a powerful database of information that can be useful in future campaigns and missions. By taking advance of these powerful tools the organization can position them as one of the top humanitarian organization in the world. Over the past few decades The Red Cross has been able to utilize its brand to push its strategic drivers. Based on the global economy that they operate in today they are constantly threaten by globalization, climate change, hunger, disease, and overpopulation.
According to Allain, Tucker, Hamilton, Raiker, Cao, & Dannen (2009) “The Red Cross is at a critical tipping point where it can harness the longevity and recognition it
possesses or fade under a lack of cohesive vision” (p. 2). Based on a failing global economy, most nonprofit organizations are challenged with raising capital. One of the growing trends for nonprofits is to position themselves as a customer friendly organization that makes maximum impact toward their charitable goals. These organizations have to be able to measure their results as well as make this information easily accessible to their donor community.
Quality Management Approach The red cross approach to quality is driven by its leadership. In recent years the organization has developed quality processes in its customer service processes via social media. They are reaching far beyond middle America; they have accessed the world through the use of technology and social media. Additionally, they have incorporated quality processes in their CPR training, first aid courses, and water safety programs. Dealing with foreign governments and policies will be a challenge, even for a global organization like The American Red Cross. Other weaknesses they will have to contend with moving forward are the raising attrition rate in volunteers. They will have to do more with less funding and resources. The organization has the opportunity to become an industry leader in humanitarian efforts provided they can compete globally and use innovative ways to increase the popularity of the brand on a global scale. To accomplish these goals the organization will have to look more toward an ISO 9000 or six sigma approach in all of its processes and procedures. The key to their continued success is getting the volunteers to understand quality and buy into it. Because they operate in a global system, they have to incorporate quality in every policy, procedure, and process. However, if they fail to do...

Other Papers Like Strategic Qaulity Management And Customer Satisfaction

Imc and Customer Satisfaction Essay

1515 words - 7 pages IMC and Customer Satisfaction MKT 500 IMC AND CUSTOMER SATISFACTION Nu Care’s value must be viewed in two ways. First, the customer, what do we offer that they will recognize as a value? Second, the retailers, to purchase, distribute, and market Nu Care products. In order to grab the attention Nu Care’s marketing team has adopted to use Integrated Marketing Communications. With the use of IMC Nu Care will be

Imc and Customer Satisfaction Essay

1170 words - 5 pages Assignment 4: IMC and Customer Satisfaction Nikeem Wilkins MKT 500 Steven Englehart November 26, 2012 Discuss the company’s advertising strategy and how it aligns with its marketing goals. Marks autos number one goal is customer satisfaction. We have to make the customer happy and also make a profit. It can be problematic because you want to please everyone. The best approach is to focus on the core audience. That’s

Inventory Management and Its Effect on Customer Satisfaction

3727 words - 15 pages JBPP Inventory Management Inventory Management and Its Effects on Customer Satisfaction Scott Grant Eckert1 Abstract This study examines inventory management and the role it plays in improving customer satisfaction. It looks at how food companies have been under pressure to streamline their inventory systems, and the consequences of such actions. It also examines how many retailers are trying to implement a “perfect order” system and how

Integrated Marketing And Customer Satisfaction

521 words - 3 pages Integrated Marketing Communication and Customer Satisfaction Rodney M. Edge, Sr. Dr. Charles Richardson MKT 500 – Summer 2011 ← Question 1: Discuss the company’s advertising strategy and how it aligns with its marketing goals. The majority of our advertising practices will make use of resources on the web. We have done multiple experiments with several events and have had fairly decent success with those events. Facebook and

Banking Service And Customer Satisfaction

5778 words - 24 pages , education, salary groups, jobs and banking duration. 8. The policy implications to be derived from such statistical findings is that bank's management should focus on strength areas to confirm them and weakness areas to overcome them. Bibliography: [1] Winstanley, Mortha (1997); What Drives Customer Satisfaction is Commercial Banking?, Journal of Commercial Lending Review, Issn: 0886-8204, Vol. 12, Iss. 3, pp: 36-42 [2] Reeves, Bendar, Dis (1996

Integrated Marketing Communications and Customer Satisfaction

1142 words - 5 pages Assignment 4: Integrated Marketing Communications and Customer Satisfaction Integrated Marketing Communications and Customer Satisfaction Lasting Impressions Wedding and Events is a full service wedding and event planning company. The company provides full services for weddings, all types of parties and celebrations, and corporate events. The company’s marketing goal is to be known for the quality of the services that is provided at a

Effective Training Program Influence Service Quality and Customer Satisfaction

3594 words - 15 pages service quality, decrease labor costs, increase productivity, profitability, achieve customer satisfaction and effectively manage workforce diversity (Kim, 2006). Previous hospitality training research mainly focused on training needs analysis and measurement of training outcomes. Training needs in hospitality establishments are influenced by the organization’s strategic goals and organizational realities (Lee, Nam, Park & Lee, 2006). In recent

Social and Emotional Intelligence in Regards to Customer Satisfaction

1004 words - 5 pages Abstract In this paper I have examined social and emotional intelligence in the Customer Service area. Customer Service is a big part of having a successful business and I found it interesting to put them all in the same paper and study what they all have in common. Customer Service in accordance to Giese and Coat (2002) is hard to define due to all the varying definitions of satisfaction. However, they say that the response comes at a

Service Quality And Customer Satisfaction In Pharmacy Industry

6141 words - 25 pages : INTRODUCTION Services quality and customer satisfaction have been for over a decade two important topics both for the academic world and for the researches in the field of marketing. The attention directed to these two concepts, services quality and customer satisfaction is mainly due to the harsh competition among private companies. The key to the competitive advantage is to deliver high-quality services, services that in exchange will generate the

Strategic Management and Strategic Competitiveness

1385 words - 6 pages Strategic Management and Strategic Competitiveness Name Professor BUS 499 Business Administration- Capstone Strayer University- Maitland Campus April 13, 2014 Abstract The purpose of the paper is to research and understand how the changes of globalization and technology have impacted the Airline industry. This paper will also apply the industrial organization model and the resource-based model to determine how the Airline

The Effects of Employee Satisfaction on Productivity, Performance, Customer Satisfaction and the Organization Financial Performance

1958 words - 8 pages Executive Summary According to modern scientific management theories, Employee satisfaction, Productivity, Performance, Customer satisfaction and the organization financial performance are interlinked. Any changes caused to any one of the above parameters may have strong impacts upon other parameters. Even though an organization may have lot of resources, human resources or the employees seem to be the most vital one because of the necessity of

Related Essays

Strategic Quality Management And Customer Satisfaction Paper

1555 words - 7 pages Strategic Quality Management and Customer Satisfaction Paper Jamie Steward MGT/429 Quality Management and Productivity University of Phoenix January 2009 Strategic Quality Management and Customer Satisfaction Riordan Manufacturing is a successful international plastics manufacturing company with an objective to promote customer satisfaction through a strategic quality management plan. During

Strategic Quality Management And Customer Satisfaction

1294 words - 6 pages Strategic Quality Management and Customer Satisfaction Team B MGT 449 May 22, 2012 Teresa Knox Strategic Quality Management and Customer Satisfaction Every organization must establish a strategic position at which it wants to enter or maintain in their chosen industry. They accomplish this by developing a quality management approach and customer satisfaction measurements adhered to by all employees. This paper illustrates Apple Inc

Strategic Quality Management And Customer Satisfaction Riordan Manufacturing

2257 words - 10 pages A firm's ignorance to the importance of quality in its overall strategic objective will definitely cause the demise of a company. Quality plays an important role in the success of a business, because it helps elevate the firm's competitive environment. Quality management and customer satisfaction are key elements to any firms' business strategy. According to Burrill and Ledolter (1999), in quality management every organization should perform six

Individual Strategic Quality Management And Customer Satisfaction Paper

667 words - 3 pages the use of statistical data, Six Sigma, Lean, teamwork, continual improvement, customer satisfaction, and employee involvement are used by visionary organizations for years. Regarding Joseph M. Juran is best known for Juran’s Three Basic Steps to Progress, Juran’s Ten Steps to Quality Improvement, the Pareto Principle, and the Juran Trilogy. It is the pulling together and coordinated use of these and other previously disparate elements that gave