Karlee Tqm

Total Quality Management

1. From the information presented in this case, how are the various definitions of quality that we discussed in this chapter reflected in KARLEE’s practices?

KARLEE practices the principles of total quality. KARLEE focuses on customers and stakeholders by giving their customers best quality of services, and they also build long-term relationships with their customers. KARLEE also provides good and usable product as they analyze defect data and also has a total customer service and makes sure of their satisfaction. Their entire workforce has teamwork, participation and respect between co-workers which makes them more efficient. KARLEE also practices process focus and continuous improvement. Competitive advantage is also one way of learning how to improve more especially about the product and its specifications in the field of manufacturing. KARLEE also ensure cost-justified and user-based quality.

2. A current trend in the industries that KARLEE serves (and in the most high-tech industries) is toward mergers and acquisitions. However, with the small customer base that KARLEE has, this trend represents a high level of risk. What types of practices in the total quality infrastructure described in this chapter might KARLEE engage in to address this risk?

KARLEE must engage in customer relationship management practice to address this risk. KARLEE must learn how to make their customers satisfied with their product and services. Keeping pace with changing markets requires effective strategies in listening and learning from customers, measuring their satisfaction relative to competitors, and building relationships. Giving satisfaction to customers is very important because satisfied customers will reward you with their loyalty and they might introduce your company with their relatives and friends, and that will give you more customers. KARLEE must also engage in information and knowledge management practice, with the right...