Strategic Quality Management and Customer Satisfaction

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Strategic Quality Management and Customer Satisfaction MGT 449 Quality Management and Productivity March 7, 2012 Strategic Quality Management and Customer Satisfaction On June 1903, Henry Ford incorporates his business venture into the Ford Motor Company (Ford). Ford produces passenger vehicles with internal-combustion engines. Strategic quality management and customer satisfaction in the early stages of the automotive were nonexistent. Ford only manufacturer’s one style of car and the color of the cars are black. As the automotive industry grew in the late 1920s, different manufacturers offer several styles and colors of cars. As competition increases within the automotive industry, the Ford reevaluates their strategic quality management and customer service to meet the demands of the consumer (corporate, 2012). The business management team will analyze Ford current strategic position, quality management approach, and conduct customer satisfaction measurements. Conduct a SWOTT analysis for the company Ford is a leading manufacturer within the global market. Ford manufacturer offers several styles of cars, trucks, and Sport Utility Vehicles (SUV). Ford provides automotive vehicles, product, and services across six continents. Ford also provides vehicle rental, leasing, and financing services to their customers. The business team will provide comprehensive Strength, Weakness, Opportunities, Threats, and Trends (SWOTT) analysis on the Ford Motor Company. Strengths Ford is second largest automobile manufacturer delivering quality motor vehicles worldwide. Ford Europe and the Premier Automotive Group (PAG) have generated the strongest revenue since 2005. Ford innovative supply chain management and supply chain channel has led the automotive industry for the past six years. Ford receives the honor of best manufacturer in terms of

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