Strategic Quality Management and Customer Satisfaction

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Strategic Quality Management and Customer Satisfaction

University of Phoenix

Total quality management (TQM) affects conducting business in the global marketplace. Companies must focus on improving processes they currently use to become more efficient. In the trucking business, Huffman Trucking competition is Federal Express (FedEx) and UPS. Huffman Trucking strives for quality service while exploring ways to reduce operating costs to increase profits. To achieve this goal Huffman Trucking must adhere to TQM for each aspect of the business. In order for the company to expand into other markets, standardized processes and procedures must be established to ensure quality. Quality and Strategic Plans and Objectives

One of Huffman Trucking strategic goals is to maintain a safe work environment for its employees. Huffman employees are required to have minor blemishes on their driving record. An improved driving record will help the organization negotiate lower insurance rates for the trucks and tractors. Huffman promotes safety by rotating drivers on long hauls to ensure that local and federal guidelines regarding rest periods are met. Huffman acknowledges that overworked, exhausted driver creates a liability for the company and risk public safety.

Improvement Plan

One of the improvement plans that Huffman Trucking is currently using is the implementation of better customer service by having better shipping and delivery times. Huffman Trucking developed a process that enables them to respond last to minute shipping requests from key customers. Custom shipping is also available to take care of special needs such as fragile and perishable items. They have also implemented a call center that is available around the clock for customer service needs. Huffman’s is continually developing solutions to capture the market share by creating solutions to the customers shipping needs.

Tools and Techniques
Huffman Trucking will...
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