The Delta Phi, Inc. is in the field of automotive repair industry which was perceived by...

 

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The Delta Phi, Inc. is in the field of automotive repair industry which was perceived by the customers as an industry with high cost and low customer satisfaction. Hence, the management decided to find out the facts behind it by trying to discover and identify the relationship between the level of total quality management (TQM) implementation and the level of customer satisfaction in the general automotive repair shops. The management of Delta Phi, Inc. identified benchmarking as a good means of gathering the best quality information that is needed towards a factual analysis of its current situation. Accordingly, benchmarking is a way of determining what is the best performance being achieved by other companies. whether in a particular company, by a competitor or by an entirely different industry in which they operate. This information can then be used for them to identify the gaps in their organization's processes, products and services in order to achieve a competitive advantage within the industry. You as a TQM analyst is required to prepare a benchmarking report to the top management by applying the four (4) phases of benchmarking. • Use your own creativity and scenario in order to complete the activity that will justify your Benchmarking Report. • Identify any company of your choice for your benchmark. • Follow the given diagram to customize your report by using the given eriteria for the four phases. Sub-headings: Planning, Analysis, Integration & Action. 1. Identify benchmark subject 2. Identify benc hmark partner 3a. Determine data collec tion method 36. Collect data Planning 4. Dete rmine compe titive gap Analysis 5. Project future perfomance 6. Communica te re sults 7. Esta blish functional goals Integration 8. Develop action plans Action 9. Implement plans and monitor results 10. Recalibrate benchmarks The Delta Phi, Inc. is in the field of automotive repair industry which was perceived by the customers as an industry with high cost and low customer satisfaction. Hence, the management decided to find out the facts behind it by trying to discover and identify the relationship between the level of total quality management (TQM) implementation and the level of customer satisfaction in the general automotive repair shops. The management of Delta Phi, Inc. identified benchmarking as a good means of gathering the best quality information that is needed towards a factual analysis of its current situation. Accordingly, benchmarking is a way of determining what is the best performance being achieved by other companies. whether in a particular company, by a competitor or by an entirely different industry in which they operate. This information can then be used for them to identify the gaps in their organization's processes, products and services in order to achieve a competitive advantage within the industry. You as a TQM analyst is required to prepare a benchmarking report to the top management by applying the four (4) phases of benchmarking. • Use your own creativity and scenario in order to complete the activity that will justify your Benchmarking Report. • Identify any company of your choice for your benchmark. • Follow the given diagram to customize your report by using the given eriteria for the four phases. Sub-headings: Planning, Analysis, Integration & Action. 1. Identify benchmark subject 2. Identify benc hmark partner 3a. Determine data collec tion method 36. Collect data Planning 4. Dete rmine compe titive gap Analysis 5. Project future perfomance 6. Communica te re sults 7. Esta blish functional goals Integration 8. Develop action plans Action 9. Implement plans and monitor results 10. Recalibrate benchmarks

Answer rating: 100% (QA)

Planning Due to an increase in the customers perception concerning the high cost and low satisfaction of customers in the Delta Phi incorporated the need to conduct a benchmark has emerged so that the ... View the full answer