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.