Question

You have been tasked by the CEO of your company to assess the need for a quality program. Choose a company not used in previous weeks of the course. Write a 2,450- to 3,500-word paper that includes the following: Give a brief overview of this company's product offering (manufacturing or service). Describe in detail why a quality program would benefit the company. How would the Voice of the Customer and Voice of the Market drive the program? Describe how you would implement this quality program. What tools and metrics would you use to ensure success? How would external quality organizations aid in determining your company's quality program?

Answer 1

1. L’Oreal
   1. L'Oréal, the world's leading beauty & cosmetics company, has working experience of over 100 years in beauty industry.
   2. L’Oreal has more than 40 properties in more than 130 countries across the globe.
   3. The company employees more than 60,000 employees across the globe
   4. The company has emphasized rigorously on five key parameters to expand its business horizon and those are:
      1. Innovation
      2. Logistics
      3. Competitiveness
      4. Quality
      5. Social and environmental responsibility  
   5. L’Oreal conducted a campaign to increase brand awareness with the new advanced hair care line and asking their social media users to share their hairstyles on social mediums such as Facebook, Instagram, Spanchat and Twitter with a specified hashtag such as #PowerOn and #PowerOnContest to get a chance to meet model Karlie Kloss.
   6. L’Oreal India had more than 8 million views, plus L’Oreal Spain has more than 4 million view is March 2017
   7. L’Oreal launched a campaign to enhance the connection with its female consumers during Hari Raya season for its three key brands, namely: @LOrealParisMY, @MaybellineMY and @GarnierMalaysia.
      1. L’Oreal taregetted audience with 18 to 35 age scale
      2. Provided make-up tutorials
      3. A Twitter contest launched and invited users to share pictures of their best raya look’ to @RayaCantikGaya
      4. The campaign performed exorbitantly excellent.
         As #rayacantikbergaya got more than 1.9 million impressions and importantly more than twice than the industry benchmark.
      5. The campaign reached to more than 12.7 million people.
   8. Additionally, L'Oreal encourages and welcomes its staff to use the #lifeatloreal to show at the L’Oreal office.
   9. The data gathered though the social media helps company to focus on ever-changing consumer likes & dislikes and to take tangible business decisions.
   10. Due to high completion from companies such as P&G, Lakme, and Garnier quality is a crucial differentiating factor.
   11. Exorbitant efforts have been made by R&D team for many years to reduce the environmental footprint.
   12. In 2016, L’Oréal has been recognized by the Ethisphere Institute (US), a global leader in defining the standards of ethical business, as a World’s most ethical company
   13. Additionally, In 2016, the company was awarded a triple A by CDP, on key topics:
       1. Climate protection
       2. Sustainable water
       3. Fight against deforestation