total quality management
AEREN FOUNDATION’S
Maharashtra Govt. Reg. No.: F-11724
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
SUBJECT: TOTAL QUALITY MANAGEMENT
N.B.: 1)
Attempt any 4 Cases.
Total Marks : 80
CASE - 1
Merrill Lynch Credit Corporation (MLCC) offers real estate and securities-based consumer credit products-including home financing, personal credit, investment financing, and commercial real-estate financing-to primarily affluent individuals. About 90percent of its approximately 830 employees, known as partners, are located in MLCC’s Jacksonville, FL headquarters.
As part of the Business Planning Process, each July senior managers translate the strategic imperatives into the company’s Critical Few Objectives, key performance measures for their CFOs, and Specific targets for the next one and three years. For example, a CFO to increase process productivity with an aim of increasing shareholder value is measured by the number of days to approve applications, with specific, ambitious, and measurable goals. In turn, these CFOs provide the basis for determining partner performance management plans. By involving all of the firm’s partners in providing information for the business planning process, and in regular refinements and progress reviews, MLCC ensures that its plans are fact-based and linked to individual goals and objectives.
MLCC segments its market into several categories of current and potential customers. Stratified by their asset levels and age. Working with its parent company, MLCC uses in-depth research to target and deliver appropriate products and services. Its “Voice of the Client” process states customer satisfaction drivers for each client segment and for each of its credit categories. These priority requirements provide the basis for aligning the company’s processes and work groups and for identifying indicators and key performance measures for each of its eight core processes. In turn, each of those indicators are tracked
Maharashtra Govt. Reg. No.: F-11724
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
SUBJECT: TOTAL QUALITY MANAGEMENT
N.B.: 1)
Attempt any 4 Cases.
Total Marks : 80
CASE - 1
Merrill Lynch Credit Corporation (MLCC) offers real estate and securities-based consumer credit products-including home financing, personal credit, investment financing, and commercial real-estate financing-to primarily affluent individuals. About 90percent of its approximately 830 employees, known as partners, are located in MLCC’s Jacksonville, FL headquarters.
As part of the Business Planning Process, each July senior managers translate the strategic imperatives into the company’s Critical Few Objectives, key performance measures for their CFOs, and Specific targets for the next one and three years. For example, a CFO to increase process productivity with an aim of increasing shareholder value is measured by the number of days to approve applications, with specific, ambitious, and measurable goals. In turn, these CFOs provide the basis for determining partner performance management plans. By involving all of the firm’s partners in providing information for the business planning process, and in regular refinements and progress reviews, MLCC ensures that its plans are fact-based and linked to individual goals and objectives.
MLCC segments its market into several categories of current and potential customers. Stratified by their asset levels and age. Working with its parent company, MLCC uses in-depth research to target and deliver appropriate products and services. Its “Voice of the Client” process states customer satisfaction drivers for each client segment and for each of its credit categories. These priority requirements provide the basis for aligning the company’s processes and work groups and for identifying indicators and key performance measures for each of its eight core processes. In turn, each of those indicators are tracked