Case 1 2 Granite Rock Company Achieving Quality Through Employees

Achieving quality through employees.

Case 1 2 granite rock company achieving quality through employees.

What specific attributes do the customers use to judge quality. Cultural perspectives on quality 50 arriving at a common understanding of quality using a contingency perspective of quality 50 summary 51 key terms 51 discussion questions 52 case 1 1. 51 a closer look at quality 2 1. Achieving quality through employees this case presents quality through the management.

Customer surveys played a major role in the company s governing philosophy. The managers at graniterock knew that a resulting decline in customer satisfaction was inevitable and responded to this. Academia edu is a platform for academics to share research papers. 49 is there a theory of quality management.

Managing quality day and night 46 case 1 2. Quality and management fads 51 history of quality management 52. Graniterock a california based mining and construction company was founded in 1900 but its journey toward improved quality did not start until many decades later. Achieving quality through employees.

Granite rock s record for delivering concrete on time a key determinant of customer satisfaction has risen from less than 70 percent in 1988 to over 95 percent in 2002. Achieving quality through employees 55. Granite rock is an extremely well run company and consistently market share in the commodity business dominated by multinational giants despite a 6 price premium. That record tops the on time delivery average of a prominent national company that granite rock benchmarked to improve its process.

Managing quality day and night 53 case 1 2.