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.’s SWOTT analysis and how the company develops its vision, mission, and guiding principles based on this analysis. This paper also reviews how Apple’s strategic plans and objectives define quality as a core principle. Finally, an assessment of some ...view middle of the document...

, 2011).

SWOT Analysis
The terms strength, weakness, opportunity, and threat analysis create the acronym SWOT analysis. The most common use of SWOT analysis for a company situation is a logical framework through guiding discussion. The plan of an organization should produce a good fit between the internal and external situations. Strengths and weaknesses define the internal situation of Apple. The external situation of Apple is defined by the opportunities and threats in the business environment (Goetsch & Davis, 2010).
Apple Inc. must analyze critical processes for evaluating many aspects of the market through SWOT analysis. The strategic position of the company, as it relates to competitive positioning, market share, and profitability, relies heavily upon the critical tools within the SWOT analysis. The company can gain a clearer picture about how to establish leverage against competitors. Clarification of business strategies provides a clear vision to move Apple Inc. in a positive direction (Goetsch & Davis, 2010).
The organizational strength is any capability or characteristic that gives an organization a competitive advantage (Goetsch & Davis, 2010). The strength considerations for Apple Inc. are strong brand images. Apple Inc. provides quality products with an edge over competitors. Most consumers recognize the Apple brand because the products are well known throughout all its markets. The highest specifications are implemented to meet the expectations of every customer. The company implements innovative processes and systems that enhance business opportunities. The strong brand name of Apple enables premium prices with significant product demands. The organizational weakness is any capability or characteristic that places an organization at a competitive disadvantage (Goetsch & Davis, 2010). A primary weakness is potential patent infringement lawsuits for similar product designs from other companies. These lawsuits involve product recalls that may harm the reputation of Apple (Apple Inc., 2011).
External opportunities are opportunities in a business environment of an organization that represents potential avenues for growth and gains a sustainable competitive advantage (Goetsch & Davis, 2010). Opportunities for Apple are strong growth in smartphone and tablet markets that will boost company revenues. The smartphone market segment expects strong growth in the near future. Apple is also the strongest competitor in the mobile apps market. The demand for tablets is also growing. An external threat is a reality in the business environment of an organization that has the potential to place the organization at a competitive disadvantage (Goetsch & Davis, 2010). Changes in economic situations may create potential threats to the sales performance of Apple. The popularity of Google Android may affect the market share of Apple. Intense competition may affect profitability and revenues (Apple Inc., 2011).
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