Kim VanDeven FedEx Corporation Case Summary: Federal Express is a delivery service company‚ founded by Frederick W. Smith in 1973. While at Yale‚ he had a vision of an overnight delivery service designed to transport business packages globally. He found investors willing to contribute $90 million dollars‚ making it the largest company ever funded by a venture capital. Smith turned FedEx into a global shipping power. Key Service Marketing Issues: Customers/ Services: FedEx
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The Case: Quality at the Ritz-Carlton Hotel Company By: Romulo N. Ulibas‚ Romulo.ulibas@yahoo.com.ph Ritz Carlton. The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Baldrige National Quality Award‚ the Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expectations and making sure that each hotel is free of any deficiency. In the hotel industry‚ quality can be hard to quantify. Guests
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Motorola Business Strategy Overview and History Since it first entered the competitive electronic firm market‚ Motorola has continued to remain successfully as a world leader in mobile communication technology‚ ranking as the leading maker of cellular telephones‚ paging devices‚ automotive semi-conductors‚ and microchips that are used to operate devices other than computers. Although it has lost a few battles‚ Motorola has taken on the Japanese head to head‚ through these times of Japanese
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first developed? Ans-Japan 3).The production system of which car giant is often held up as a model of business innovation? Ans- Toyota 4). Which of the following is a major US award for excellence and innovation in business? Ans-The Malcolm Baldrige National Quality Award 5). What is ’Six Sigma’? Ans-A system of quality management 6). Who invented first microphone & when? Ans- Emile Berliner - march 4 7). India’s first steel mill was built by the Tata’s. In which year was it completed
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provided to its customers are: • Quality: This was evident in the fact that it was reinforced in all areas of their business. o They provided high quality products to their customers. o They were the first repeat winner of the prestigious Malcolm Baldrige National Quality Award. • Technology solutions‚ which provided technology building blocks that helped customers minimize time to market for new products • Rapid Feedback of required information and the freedom • Global manufacturing‚ which provided
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Solutions‚ Global Manufacturing‚ and Global Services. Solectron focused their business on superior customer service and respect for the individual. It was through constant assessment and continuous improvement that Solectron was able to earn the Malcolm Baldrige National Quality Award two consecutive times‚ which was a new record. Solectron continued to lead innovation in technological developments‚ which continued to increase their advantage over their competitors. In 2000‚ a softening economy led to falling
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Quality philosophies Evolution of TQM philosophies The Deming Philosophy Definition of quality‚ ³A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.´ Improve quality Decrease cost because of less rework‚ fewer mistakes. Productivity improves Long-term competitive strength Stay in business Capture the market with better quality and reduced cost. 2 The Deming philosophy 1. ³A System of Profound Knowledge´ Appreciation for
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operations‚ execute measures that will retain consumers‚ keep employees trained‚ maintain services at their very best‚ and optimize revenue for the company. According to Heizer & Render. (2011) stated‚ “As the first hotel company to win the Malcolm Baldrige National Quality Award‚ the Ritz treats as if it is the heartbeat of the company.” (P. 245‚ 2011) It is for this reason that quality means a great deal to management‚ and the proper benchmarking and employee training is always being measured
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Q1 What are the strengths and weaknesses of UCS’s measurement and compensation system? Quality Measurement AT&T’s pursuit of quality included measurement methods on a number of levels. Quality measurement allowed the company to use this information in order to perform efficiently the following activities: Customer feedback through surveys aimed in following through the company’s blueprint in order to monitor before‚ during and after sales service quality. An external firm conducted a customer
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Airports to attract customers with convenient check-in procedures while outpacing the competition. In 1990 when Patrick Mene joined Ritz-Carlton as the chief quality office‚ his mission was to integrate the values and concepts of the Malcolm Baldrige National Quality Award criteria at all the company’s hotels around the world. Using the guidelines‚ Mene focused on new activities and measures including the cost of poor quality‚ continuous improvement‚ quality planning and audits. Some other programs
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