Case 1 2 Granite Rock Company Achieving Quality Through Employees

The managers at graniterock knew that a resulting decline in customer satisfaction was inevitable and responded to this.

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. Achieving quality through employees. Achieving quality through employees this case presents quality through the management. Achieving quality through employees.

What specific attributes do the customers use to judge quality. Managing quality day and night 46 case 1 2. Achieving quality through employees 55. Managing quality day and night 53 case 1 2.

Quality and management fads 51 history of quality management 52. Customer surveys played a major role in the company s governing philosophy. 51 a closer look at quality 2 1. For example inc s john case wrote a profile of granite rock a phenomenally successful quarry yes quarry in 1992.

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 47 chapter 2 quality theory 49 what is theory. 49 is there a theory of quality management. 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.

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.