Strategic Quality Management and Customer Satisfaction Paper

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Strategic Quality Management and Customer Satisfaction Paper

Kudler Fine Foods was established in 1998 by Kathy Kudler. Kathy is very passionate when it comes to gourmet food but was frustrated of the lack of quality products found in the neighborhood store. Kathy decided to open a store specializing in gourmet product and services. Kathy believes that providing variety of quality products and services at reasonable price will be the formula for success. Kudler Fine Foods’ vision is to be the premiere gourmet grocery store for the finest meats, produce, cheeses, and wine. Kudler’s mission is to provide customers with the finest selection at reasonable prices. Kudler aims to give customers the best quality products. Since the first Kudler store, it has opened two additional stores. Since the company has experienced significant growth, Kudler is focusing on expanding services, improving efficiency of operations, and increase the customer loyalty. Kudler is expanding services by offering parties in store to provide classes on preparation of specialty foods. Customers will get a chance to be trained by executive chefs, meet celebrities, and other food specialists. These classes will be a way to increase the consumption of high-end items of existing customers. These classes will also build awareness, product trials, and open regular shopping for new customers. Kudler will also introduce a frequent shopper program, where customers accumulate points which then can be redeemed for high end products, airline upgrades, or other specialty food products. These services encourage customer loyalty, advertising through word-of-mouth, and increases revenue. Kudler is also positioning itself to focus on internal processes and how those processes can be improved to give increased value to customers. Kudler will actively analyze customer data to provide products and services that exceed customer needs. Kudler guarantees their baked goods and if...
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