Case 1 2 Granite Rock Company Achieving Quality Through Employees

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.

Case 1 2 granite rock company achieving quality through employees.

Achieving quality through employees 47 chapter 2 quality theory 49 what is theory. Quality and management fads 51 history of quality management 52. Achieving quality through employees. What specific attributes do the customers use to judge quality.

That record tops the on time delivery average of a prominent national company that granite rock benchmarked to improve its process. Academia edu is a platform for academics to share research papers. 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. Managing quality day and night 46 case 1 2.

Achieving quality through employees. The case contains a brief history of the granite rock since its inception in 1895 until 1992 when the company received the malcolm baldrige national quality award. Customer surveys played a major role in the company s governing philosophy. 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.

51 a closer look at quality 2 1. 49 is there a theory of quality management. The managers at graniterock knew that a resulting decline in customer satisfaction was inevitable and responded to this. 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 this case presents quality through the management.