Malcolm Baldrige Awards Analysis & Recommendations of a Successful Quality Model

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Our organization is profitable because of our customers and our employees. In order to keep our business operating successfully, we need to make sure our customers are getting the highest level of service at all times. We rely on our employees to provide this stellar customer service experience, so they need to understand how to maintain that. The goal of this new employee training is to teach new associates our expectations on how they can create that experience for customers. The training will teach them how to build loyalty with customers; how to create good first impressions; and how to manage the expectations of customers. Our customers expect great service every time they interact with one of our employees, so it is our job to make sure that happens, regardless of who they are working with.

There are several characteristics to all the different business markets that can make a company or service very successful providing they follow the principles set out below

The nurse is challenged with the care of patients over a lifespan. Each stage of life brings its own physical and emotional changes which directs the care needs. The care needs of the pediatric patient will be much different from the needs of the geriatric population. The geriatric population has very specific needs which has prompted the government to establish the Quality Assurance & Performance Improvement (QAPI) program. The QAPI provides the framework for nursing facilities to develop and implement changes which address deficiencies the facility was found to have. Also, the QAPI program requires practices and policy be put in place to monitor care of the residents. The purpose of this paper is to list some of the changes the elderly go through as they age, and demonstrate these changes in a quality improvement project. After review of literature, I will discuss the challenges, barriers, and solutions as related to quality improvement. Lastly, I will discuss the quality of care for the geriatric in the future.

Initially, Mr. Freeman walked us through and thoroughly described the customer service philosophy in his organization; he was very proud to share this information with our team. He said jovially, “At Winn-Dixie we’re committed to getting better all the time. When it comes to our customers, we strive for better smiles, better aisles, better products, better variety, better value & better neighborhood involvement.” As we can see here, Winn Dixie is devoted to customer satisfaction. This is one characteristic that a successful organization possesses. With this fundamental philosophy, Winn Dixie will be a major competitor in our community. I remember shopping at the Winn Dixie that resides at Lauderhill Mall in the past. I inform Mr. Freeman that his organization philosophy is being felt by his external customers; I can recall shopping at Winn Dixie, and their aisles are really diverse with a lot

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Lastly is heroism in the company, which is staying strong and aggressive. General Motors would be a great example of this. They had some problems in the past with not just the company but there products, but there main goal was to not shut down completely but to turn their company around and stay strong and move forward and see what they need to change. That is exactly what they did, now today they are building up there company not just their reputation but also their products. They are working harder than ever to get back to what they used to be known as, and back to the purpose they first had when they first opened there company.

4) To provide employment opportunities for individuals in a fair, safe, and professional business atmosphere with equal opportunity for all.

In October of 2005 REI took a progressive step to enhance their already impressive employee benefit package. Treating their employees generously has proven to be a successful business model for REI. The idea was to ensure that the quality of their customer service is at its highest level. REI maintains that keeping employees satisfied will pay off in the long run, “The underlying assumption of total quality management is that if you do things right the first time you will reduce rework, scrap, wasted time, and cost, and thereby increase productivity.” (Neal, Tromley, Lopez, Russell, p. 42). The climate of a REI outlet and the customer service of their staff has always been very high. In an effort to continue to lead the industry in employee

The company lays emphasis on its culture, which entails individuality, infirmity, growth, non- conformity and pride in what the company produces. It also focuses on providing excellent wages and benefits, superior training and advancement opportunities and also providing excellence which is the key to success for every business.

A company’s strengths are found within their own company and members. Depending on how well and to what extent a company uses its resources determines just what its strengths are. These strengths may be what they do better than other companies, what they do different from other

The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing

The purpose of this report is to analyze whether and how Motorola Mobility’s current structure, culture, and core competencies could be improved, with focus on the organization 's current competitive advantage and the sustainability of that advantage. The strategic mission of Motorola Mobility (referenced hereby as Motorola) is to add value to the organization. One of Motorola 's main issues as a company is customer satisfaction. A proposed strategy includes improving employee satisfaction. Employees are currently unsatisfied with their work environment and don’t quite understand the company culture, this reflects greatly on customer satisfaction. By improving both employee satisfaction and customer satisfaction Motorola is more likely to have a good competitive advantage and will likely succeed as an organization. The benefits greatly outweigh the costs of focusing on customer satisfaction, as customers are more likely to stay with Motorola and recommend Motorola to other people in their lives. Also if the employees are happy and proud to be working for a company they will more likely

In working in the car industry, one takes on a lot of burdens of the organization. Customer interface takes the highest priority, and this ideology starts at the top of the organization with CEO and trickles all the way down to the lowest employee in the organization. The customer keeps the lights on and the doors open, so the burden of customer satisfaction weighs very heavily on all employees. That being said, my employer, (Schomp Mini), may have an iron fist when it comes to customer service, but it blends management styles in order to best serve the employee. By looking at the classical and scientific management theories in how they relate to Schomp Automotive, we will see how a blended system works to promote employee satisfaction and retention at positive levels.

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.