Case 1 2 Granite Rock Company Achieving Quality Through Employees

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. Quality and management fads 51 history of quality management 52. 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.

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That record tops the on time delivery average of a prominent national company that granite rock benchmarked to improve its process.

Case 1 2 granite rock company achieving quality through employees.

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. 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. Achieving quality through employees 55. What specific attributes do the customers use to judge quality.

Managing quality day and night 46 case 1 2. For example inc s john case wrote a profile of granite rock a phenomenally successful quarry yes quarry in 1992. Managing quality day and night 53 case 1 2. Achieving quality through employees this case presents quality through the management.

Achieving quality through employees. Academia edu is a platform for academics to share research papers. 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. The managers at graniterock knew that a resulting decline in customer satisfaction was inevitable and responded to this.

51 a closer look at quality 2 1. Achieving quality through employees. Customer surveys played a major role in the company s governing philosophy. Achieving quality through employees 47 chapter 2 quality theory 49 what is theory.

49 is there a theory of quality management.

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