1. 2. Explain the difference between the traditional organization and a TQM organization. Give examples! Nick Saban "The Process" Nick Saban has lots of energy and puts in long hours as head football coach for the University of Alabama. He used to spend so much time traveling to evaluate high school players that the NCAA came up with the "Saban rule," which prevents college coaches from traveling to high schools in the spring to watch players. Saban is also known for what people in Tuscaloosa call "the process." How Does "The Process" Work? A Fortune reporter stated that Saban "defines expectations for his players athletically, academically, and personally." He also "sets expectations so that everyone understands what he wants, and then he can pull back." For example, he wants to know players' workout routines for each day, including the amount of weight they can bench-press. "If a lineman is above his target body-fat percentage, Saban wants to know what the staff is doing to fix it." Saban also is very supportive of his coaching staff. Once they make a game plan, he leaves its execution to them. He also takes ownership for mistakes or losses. Former defensive coordinator Kirby Smart told the Fortune reporter that Saban "has always taken the blame and never pointed at a coach or a person or a kid. And I think that helps the whole organization. It gives you confidence before the game that 'Hey, we've got a plan. We've outworked everybody at this point. Let's go execute it and do it." Saban has hired trainers to coach him and the staff. He believes you get better only by focusing on the small things that make a difference on game day. For example, he brought in a martial arts expert because he thought it would help players gain leverage when blocking. He also added Pilates to the team's workout after he experienced its benefits himself. Question a. b. C. What type of leadership do you think describes Nick Saban? Explain! Of the eight characteristics of leaders to build respect, what characteristics does nick saban show? explain! There are two categories of leadership functions: transactional and transformational. Mention and describe the functions that fall into those two categories shown by Nick Saban! References: Kinicki, A., & Fugate, M. (2016). Organizational behavior: A practical, problem-solving approach (Vol. 2). New York, NY: McGraw-Hill Education. 3. Company Overview Santa Cruz Guitar Co: Case Study Founded in 1976, the Santa Cruz Guitar Company (SCGC) brought boutique guitar making to the forefront of the steel string guitar business. SCGS is made up of a team of luthiers based in Santa Cruz, California, who build phenomenal acoustic guitars. The company was set up by Richard Hoover in 1976, who is known to have trained some of the most accomplished contemporary luthiers in his workshop. Product Santa Cruz Guitar Company create perfectly personal guitars, built to accommodate the needs of their specific players, this includes upgraded tone woods, neck modifications, bindings, appointments, sunbursts, inlays and more, allowing customers to build, and deliver their required tonal qualities, playability needs and personal aesthetics. Richard Hoover himself describes that they build to "a dimension of frequency, rather than a dimension of size", basing each aspect of the build process on the quality of the sound produced rather than sizes. This maximises the tonality, playability and the resonance of each individual instrument. Because of that, the company build less than 800 guitars a year, what large guitar American Factories produce in a day. From the top management of SCGC to employees plays a role providing quality products and services to the customers. Company dedication to the livelihood of customers guitar lasts as long as company warranty service: a lifetime. Company allowed customers direct access to their in-house professional repair and restoration experts for timely service and technical advice. Richard Hoover, company founding luthier and internationally recognized authority on the acoustic guitar, is at service for expert consultation on SCGC models, custom design and acoustic references. According to the managers, customers tend to be pleasantly surprised to find the company's senior leaders are the ones answering their technical questions and concerns. As well as their outstanding instruments, they're known for their artistic edge, attention to detail, family-like team approach, green ethos within their wood sourcing/finishing process and their simply beautiful mission as a company; "Quality of life, Peace of mind". they ensure their woods are sourced via methods of reclamation, sustainable yielding and responsible harvesting. For example, downed trees, sunken logs, old tenements and building beams are just a few of the materials which are reclaimed and then used to make SCGC guitars. Production Process As Richard says about the company mission statement, "Ongoing Improvement". In order to ensure the continued quality of his instruments, Roberts has created an environment that improves with each sale. To keep things efficient, the shop floor is divided into six workstations in which guitars are partially assembled and then moved to the next station. In addition, the production room has a temperature that is adjusted to the guitar parts, to maintain optimal quality. Each bench is manned by a senior craftsman, and no guitar leaves that builder's station until he is 100 percent happy with its quality. This product quality is akin to a traditional assembly line; however, unlike a traditional, top-to-bottom factory, Roberts is intimately involved in all phases of instrument construction. Question a. Based on Customer Relationship Management concept. According to you, what type of CRM is applied by Santa Cruz Guitar Company in it is business? Explain your answer! b. Based on four levels of relationship strategy for customer relationship bonding, what is the level of Santa Cruz Guitar Company? Explain your answer! References Santa Cruz Guitar Company. Retrieved from https://acasestudy.com/santa-cruz- guitar-company/ Hylton. P. T. (2012). Inside The Santa Cruz Guitar Company. The Guitar Note, Vol. 2. Total Quality Management: Three Case Studies from Around the World. (2014, Jan 21). Retrieved from https://www.europeanceo.com/business-and-management/total-quality- management-three-case-studies-from-around-the-world/ Santa Cruz Guitar Company: Viewed Under the Lens of Deming's 14 Points. (2016, Oct 30). Retrieved from https://graduateway.com/santa-cruz-guitar-company-viewed-under- the-lens-of-demings-14-points/ Luthier Focus: Santa Cruz Guitar Company. (2019, May 23). 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