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think-about-a-time-you-received-a-product-or-service-and-you-were-not-satisfied-with-the-quality

Mar 23

MQ – Case Study 2

This course is Managing Quality, not Operations Management.

Week 3 – Case Study 2

Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will focus on the four components of customer-relationship management that are essential in total quality management. This case study will examine your viewpoint as the customer and put you in the seat of the quality manager.

Instruction:

Please compose a 2-3 page paper in accordance with the attached rubric.

Follow the rubric requirements (attached).

Sources must be cited (two minimum) with APA format.


CaseStudyTwoGuidelinesand
Rubric

Prompt:Thinkabouta timeyoureceived aproductorserviceandyou werenotsatisfiedwiththequalityofthe serviceor product. Forthis casestudy,youwill

focusonthefour components of
customer-relationshipmanagementthatareessential in
total qualitymanagement.This
case
studywill examineyour
viewpoint as thecustomerandput youin the seatof thequalitymanager.

1. Complaint Resolution.Providetwotothreesentences foreachviewpoint.

CustomerViewpoint:Explainthenatureofthequalityissueforyour
serviceor
productandprovideadescriptionof
howyouwentabout addressing
your qualitycomplaintwith the
serviceprovideror productmanufacturer.Were yousatisfiedwith
how your
complaintwashandled?

QualityManagerViewpoint:
Explainwhycomplaints or
defectsshouldbeviewedas
agoodthingfromacompanystandpoint.

2. Feedback.Providetwotothreesentences for each viewpoint.

CustomerViewpoint:Whattypeof
feedbackdidyou getfromthe
serviceprovider orproductmanufacturer?Wereyouasked,or
did
you participateinanytypeof solicitedcustomerfeedbacksuchasasurvey?

QualityManagerViewpoint:
Explainthebenefitof usingcustomerfeedbacktoimprovethe company’s
customerserviceand
quality.Explain
whichcustomerfeedbacktool youbelievewouldprovidethemostbenefit
foryour
company.

3. Guarantees.Providetwoto threesentencesfor eachviewpoint.

CustomerViewpoint:Whattypeof
guaranteedidyoureceivebasedonyour
qualityissue?
Was
the guaranteeconsistentwith thefiveelements of
an effectiveguarantee? Pleaseexplainwhyorwhy not.

QualityManagerViewpoint:
Explaintheimportance of havingan effectiveguaranteepolicyfromamarketingandqualitystandpoint.

4. Corrective Action.Providetwotothreesentences foreach
viewpoint.

QualityManagerViewpoint:
Basedonthequalityissue
presented
inthis case study,youhavebeen asked
to
leadateamtoimprovetheprocess andimplementa correctiveaction.Your thoughtsandreasoningcanbehypothetical
for
thisaspectof
the casestudy.Youareencouraged todo research
to
determineelementsofan
effectivecorrectiveaction.

· Provideanexplanationforwhathappenedfor thequalityissueto
occur.

· Describethestepsyouwouldtake toresolvethequalityissueso it doesnotoccuragain.

Requirementsof
Submission:
Thecasestudyassignmentsmustfollowthese
formattingguidelines:doublespacing,
12-pointTimes NewRomanfont,andone-
inch margins.
Each
casestudyshouldbeonetotwopagesinlength.IncludeatleasttwosourcesofresearchandfollowAPA guidelinesfor citationsand
references.

InstructorFeedback:Thisactivityuses an integrated
rubric
inBlackboard. StudentscanviewinstructorfeedbackintheGradeCenter.Formoreinformation, review.snhu.edu/files/production_documentation/formatting/rubric_feedback_instructions_student.pdf”>theseinstructions.

CriticalElements

Exemplary(100%)

Proficient(85%)

NeedsImprovement(55%)

NotEvident(0%)

Value

Componentsof

Customer-

Relationship

Management

Includesallofthemain componentsand requirements

andcitesmultipleexamplesto illustrateeach

Includesmostofthemain componentsand requirements

andcitesexamplestoillustrate

Includessomeofthe main
componentsand requirements

Doesnotincludeanyofthe maincomponentsand

requirements

25

Inquiryand Analysis

Providesan in-depthanalysis

thatdemonstratesa
complete

understandingofmultiple
concepts

Providesanin-depthanalysis

thatdemonstratesan

understandingofsomeconcepts

Providesananalysis
that

demonstratesaminimal

understandingofconcepts

Doesnotprovidean
analysis

20

Integrationand

Application

Allofthe courseconceptsare

correctlyapplied

Mostofthecourseconceptsare

correctlyapplied

Someofthe course conceptsare

correctlyapplied

Doesnotcorrectlyapplyanyof

the courseconcepts

15

CriticalThinking

Drawsinsightfulconclusions

thatarethoroughlydefended
withevidenceandexamples

Drawsinformedconclusionsthat

arejustifiedwithevidence

Drawslogicalconclusionsbut

doesnotdefendwithevidence

Doesnotdrawlogical

conclusions

20

Research

Incorporatesmanyscholarly

resourceseffectivelythat reflect

depthandbreadthofresearch

Incorporatessomescholarly

resourceseffectivelythat reflect

depthandbreadthofresearch

Incorporatesveryfewscholarly

resourcesthat reflectdepthand

breadthofresearch

Doesnotincorporatescholarly

resourcesthat reflectdepth
and

breadthofresearch

10

Writing

(Mechanics/Citations)

Noerrorsrelatedto

organization,grammarandstyle, andcitations

Minorerrorsrelatedto

organization,grammarandstyle, andcitations

Someerrorsrelatedto

organization,grammarandstyle, andcitations

Majorerrorsrelatedto

organization,grammarandstyle, andcitations

10

EarnedTotal

100%

  

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