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Example research essay topic: U S Companies Customer Satisfaction - 692 words

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1. What are the Malcolm Baldrige National Quality Awards? Congress established the award program in 1987 to raise awareness about quality management and to recognize U. S. companies that have successful quality management systems. The award program focuses on quality as an integral part of todays business management practices.

The awards criteria are widely accepted as the standard of quality excellence in business performance. They are designed to help companies deliver ever-improving value to customers and improve overall company performance and overall capabilities. For many companies that make quality a part of doing business, the end result is better employee relations, higher productivity, greater customer satisfaction, increased market share, and improved profitability. According to a recent by the Conference Board, a business membership organization, A majority of large U. S. firms have used the criteria of the Malcolm Baldrige NQA for self improvement, and the evidence suggests a long-term link between the use of Baldrige criteria and improved business performance.

Malcolm Baldrige was Secretary of Commerce from 1981 until his death in a rodeo accident in July of 1987. Baldrige was a proponent of quality management as a key to this countrys prosperity and long-term strength. He took a personal interest in the quality improvement act that was eventually named after him and helped draft one of the early versions. In recognition of his contributions, congress named the award in his honor. 3. How many award categories are there and what are they?

There are seven categories for the awards in which to be given. They include leadership, information and analysis, strategic planning, human resource focus, process management, business results, and customer focus and satisfaction. 4. How many winners can there be annually? The award is not given for specific products or services. Two awards may be given annually in each of three categories: manufacturing, service, and small business. 5. How and when were the awards created?

In the early and mid- 1980 s, many industry and government leaders saw that a renewed emphasis on quality was no longer an option for American companies, but a necessity for doing business in an ever-expanding, and more demanding, competitive world market. But many American businesses either didnt believe quality mattered or did not know where to begin. The Baldrige award was envisioned as a standard excellence that would help U. S. companies achieve world-class quality. 6. What are the seven award criteria areas? 7.

How much do companies pay in order to be considered and evaluated for the awards? &# 61608; Manufacturing Company Category - $ 4500 &# 61608; Service Company Category - $ 4500 &# 61608; Small Business Category - $ 1500 &# 61608; Supplemental Sections - $ 1500 8. Who are the 1998 winners and why do you think they were selected? 1. Boeing Airlift and Tanker Programs I believe they were selected because of their change in sales attitudes. They started replacing management sales teams with ones that acted like small businesses to relate to customers. Next the made there goal to be customer driven.

They also took customer feedback documents to improve business the way the it suited the customer, that way the customers were inclined to stay with A&T. This company received the award after developing a list of what they called Strategies to win which focused on customer satisfaction. They also redeveloped their management teams to be interconnected to each other. Managers can contact supervisors directly and they can contact committees directly etc.

This makes the company more closely designed. I believe they were chosen because of many key facts. First they train their workers so they are all knowledgeable on the products they sell. Next the top managers came together to create the Business Excellence Leadership Team.

They are in charge of several issues including making the company more customer leveled. Their goal is 100 % Customer Loyalty. 9. Why do you think companies pursue this award? I think they pursue this award because it provides value and reliability to their customers.

It also improves over-all company performance and capabilities. It puts the company parallel with the customer, which is worth a lot to a company. Bibliography:


Free research essays on topics related to: quality management, long term, customer satisfaction, u s companies, small business

Research essay sample on U S Companies Customer Satisfaction

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