Question

1.Find and briefly discuss three local companies that you believe exhibit high quality. Please provide rationale for your selections. Next, find and briefly discuss three national or international companies that are recognized for their quality achievements.

Answer 1

The selection of the local companies will depend on the location of the university utilizing this textbook. The Ritz-Carlton Hotel Company, a winner of the Malcolm Baldrige National Quality Award, is known for outstanding customer service. Its employees are trained well and are empowered to deal with quality problems on the spot. Florida Power & Light (FPL) was the first American company to win Japan’s Deming Prize, which is a prestigious quality award. FPL has created and used a process for identifying and dealing with quality problems that has been benc hmarked by a number of companies. For example, FPL applied this process to the problem of service interruptions to determine the major causes. They made changes based on the analysis, such as moving power poles away from dangerous curves in the road to deal with one important cause (Florida Power Light Quality Improvement Story Exercise (A), Harvard Business School. Disney is well-respected for its customer focus. Disney has theme parks in the U.S., Japan and Europe. Disney is known for its excellent training program and attention to details.