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Papers On Business Management & Management Theory
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Pursuing the Customer Component of Total Quality Management
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A 21 page paper discussing the customer satisfaction aspect of TQM, which has been characterized as the least painful way to achieve the levels of efficiency necessary to gain and keep competitive advantage in today's increasingly competitive business climate. Its focus often is that of internal operations only with little regard for the customer's views of the organization's efforts, with a common result that the organization accomplishes fine internal advances but fails to impress customers and therefore increase business. Customer surveys can provide invaluable information in ways the firm can better serve its customers, thereby more surely growing its business. In this paper, ABC Company surveys a sample of 100 customers and makes valuable discoveries that have the potential of being beneficial to the company. Bibliography lists 27 sources.
Filename: KStqmcust.wps

QFD Presentation
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This 7 page paper is a 15 slide presentation looking at what quality function deployment are the process and the advantages as well as disadvantages.
Filename: TEqfdpres.rtf

Quaker’s Snapple Failure
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A 5 page paper discussing where Quaker failed in its management of its acquisition of Snapple® in 1995. Quaker paid $1.7 billion for the company in 1995; it sold it in 1997 for $300 million. Cadbury Schweppes bought the acquiring company in 2000 to become the 3rd largest producer in the industry. Cadbury Schweppes faces the same distribution problems that Quaker never was able to manage, and Cadbury’s problems in distribution may be worse for Cadbury than it was for Quaker. Quaker already supplied single-serving packages of Gatorade to convenience stores, but Cadbury Schweppes products are rarely found outside a grocery store. Cadbury should ensure that it can gain additional shelf space to allow it to offer larger containers of Snapple drinks while it develops a more efficient distribution system. Bibliography lists 10 sources.
Filename: KSmgmtQuakSnap.rtf

Quality and Operations Management
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This 4 page paper looks at the issue of quality in the context of operations management. A case presented by a student is used as a springboard for discussion. The paper is predominately a literature review on books and articles about management. Bibliography lists 7 sources.
Filename: SA520op.rtf

Quality and the Ritz-Carlton Hotel Company
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This 5 page report discusses the Ritz-Carlton Hotel Company. the first hotel company to ever be given the award and the only hotel group to win the illustrious Malcolm Baldrige National Quality Award twice -- 1992 and 2000. Every aspect of the company is focused on quality and assuring that hotel guests have a memorable experience rather than simply a hotel stay. Quality issues and the ways in which the hotel group maintains its high standards are discussed. Bibliography lists 3 sources.
Filename: BWritz.rtf

Quality and the Shop Floor Control System
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This 3 page paper examines production operations in a manufacturing setting. Shop floor control system, which is often referred to as SFCS, is the focus of this paper. Quality as it respected SFCS is examined. Bibliography lists 2 sources.
Filename: SA632SFC.rtf

Quality at TechSmart
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This 4 page paper looks at a case study supplied by the student. The company, TechSmart, aims to give customers quality service and value. The paper looks at how this is achieved with reference to Demming’s 14 points and the Baldridge criteria and identifies potential areas of improvement. The bibliography cites 1 source.
Filename: TEtechsmart1.rtf

Quality Control in the Plastics Industry
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This 8 page paper provides an overview of the plastics industry. Quality control is the focus of this paper that provides an outline of TQM as well. Bibliography lists 6 sources.
Filename: SA231TQM.rtf

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