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Homework answers / question archive / Week 1 discussion Guided Response: Respond to at least two of your fellow students’ posts in a substantive manner, and provide recommendations to extend their thinking

Week 1 discussion Guided Response: Respond to at least two of your fellow students’ posts in a substantive manner, and provide recommendations to extend their thinking

Writing

Week 1 discussion Guided Response: Respond to at least two of your fellow students’ posts in a substantive manner, and provide recommendations to extend their thinking. Support your position by using information from the week’s readings, examples from current events, and/or other scholarly or credible resources. Properly cite any references, if needed, according to the Writing Center's resources APA: Citing Within Your Paper (Links to an external site.) and APA: Formatting Your References List (Links to an external site.). Post 1. Compare Deming’s definition of quality (a product or a service possesses quality if it helps somebody and enjoys a good and sustainable market) with the definition in Chapter 1. Quality of goods or services is the most important determining factor for long-term success. Our textbook describes quality as “a subjective term for which each person has his or her own definition,” (Evans & Lindsay, 2020, p.6, para 1). Just like Deming’s definition, human interpretation plays a huge factor when determining quality. Discuss the importance of quality. Quality should be one of the main focuses of any business. Providing quality products or services will establish a good reputation and customer loyalty over time. Essentially, consumers won’t mind paying more when they can trust the quality of the product. Explain how the organization you have selected defines and applies quality. The company I have selected is Comcast, which is one of the biggest telecommunication providers in the nation. Comcast offers cable TV, high speed Internet and voice to residential homes and business customers. While Comcast might not be the cheapest provider out there, customers know that they provide the best quality of services among the competitors. Comcast takes great pride in being number one in customer satisfaction by offering customers with reliable services. They also provide user-friendly apps that allow customers to troubleshoot their services, check if there are any outages in their area, make changes to their account, or schedule a services appointment. Each of these contributes to the overall quality of service that the customer receives when choosing to do business with Comcast. Explain some of the organization’s practices used in managing human assets, and in sharing data and information with employees, customers, and suppliers. Comcast is constantly looking to improve things and they monitor the needs of customers, suppliers, and employees through regular surveys. The company values feedback from employees to improve the working conditions internally. They also invest a lot of time and effort in customer satisfaction and collecting feedback about their experience and service. Surveys are sent automatically after every appointment or service call, and customer feedback directly impacts our progression as employees. This seems efficient from the corporate perspective, but in reality the company’s practices are not always fair or beneficial. Discuss how the organization aligns its business practices with key organizational objectives. Comcast is a customer-centric company with the goal of creating “incredible technology and entertainment that connects millions of people to the moments and experiences that matter most” (Nash, 2020). Comcast has three main organizational objectives: accessibility, contribution, and sustainability. They focus greatly on accessibility by providing services to as many areas as possible and offering innovative products. They also prioritize contribution by providing financial assistance and services to communities in need. Finally, they emphasize sustainability by reducing carbon-emissions and volunteering directly within communities Describe how well the organization performs and whether the performance gives them a competitive advantage. Comcast is constantly innovating to find a better way to deliver services that will give them a competitive advantage. From providing the latest user-friendly apps to delivering the fastest in-home Wi-Fi, Comcast will do whatever it takes to deliver the best customer experience possible. This definitely sets them apart and ahead of other competitors in the industry. - Robert Post 2. Compare Deming’s definition of quality (a product or a service possesses quality if it helps somebody and enjoys a good and sustainable market) with the definition in Chapter 1. Our textbook in chapter, uses the Quality Improvement Glossary to define quality as “a subjective term for which each person has his or her own definition” (Evans & Lindsay 2020, p.6). Based off this definition, quality is whatever that individual think quality is, which could be a wide range of things and our textbook gives us nine different examples. I think Deming’s definition leans toward how the product benefits the person or makes the feel. Discuss the importance of quality. Quality is vital to the success or the lack there of success for any company. If a company’s product or service is considered poor quality by the consumer this will affect the company sells and their reputation. With the bad reputation of poor quality, the company will lose their current customer and will have a hard time gaining new customers. Explain how the organization you have selected defines and applies quality. The organization that I have chosen, which I have been a part of for the last twenty plus years is the Air Force. The Air Forces does not clearly define quality, but I was able to find an definition from a document from the Air War College Air University titled Quality in the Operational Air Force, written by Lt Col Robert Craig and he defines quality as the “total customer satisfaction” (Craig, 1994). The customer can be other members within the Air Force and the taxpayers that we serve. Explain some of the organization’s practices used in managing human assets, and in sharing data and information with employees, customers, and suppliers. In my opinion I believe that the Air Force I transparent with sharing and providing information that is not classified to organization. Just within my squadron my commander has weekly zoom meeting that are open to everyone within the squadron, and this is where he shares any and all information that he has. This is great because the information is not just being given to the leadership but down to the lowest airmen. With the Air Force as a whole, we receive briefing, emails, and information via the portal with updates daily. Discuss how the organization aligns its business practices with key organizational objectives. The Air Force’s mission statement is to “Fly, fight and win…airpower anytime, anywhere”. Our objective is to provide air superiority and deter our adversaries and stay ahead of our emerging competitors. In an Air Force article, “with a Total Force of more than 689,000 personnel, Airmen work to support all aspects of airpower, which includes five core missions: air superiority; global strike; rapid global mobility; intelligence, surveillance and reconnaissance; and command and control. Airpower also requires people and resources dedicated to unit readiness, base infrastructure and talent management” (Dewberry, 2021). Describe how well the organization performs and whether the performance gives them a competitive advantage. The U.S Air Force (USAF) is the best and larges Air Force in the world. The USAF has the best technology and aircrafts. According to businessinsider, “the US also has by far the most aircraft of any country, cutting-edge technology like the new rail gun, a large and welltrained human force — and that's not even counting the world's largest nuclear arsenal.” T. C. Week 1 discussion 2 Guided Response: Respond to at least two of your fellow students’ posts in a substantive manner, and provide recommendations to extend their thinking. Support your position by using information from the week’s readings, examples from current events, and/or other scholarly or credible resources. Properly cite any references, if needed, according to the Writing Center's resources APA: Citing Within Your Paper (Links to an external site.) and APA: Formatting Your References List (Links to an external site.). Post 1. In your discussion post, after reviewing the total quality management (TQM) concepts from your readings this week, explain how you would apply them to either your organization or an organization of your choosing. As I have previously mentioned, I work for a major telecommunications company where quality is of utmost importance. We take great pride in ensuring that our clients always receive the best customer service experience possible. We provide our technicians with the tools needed in order to ensure we are delivering a quality product to our customers. We also make constant updates to our products in order to keep up with customer trends and stay ahead of competition. However, total quality management (TQM) is an approach that needs to be adopted throughout the whole organization. Rather than focusing solely on the excellence of their products and services, Comcast should look to achieve quality and efficiency in all of their organizational processes. There are many internal procedures and policies that can be improved by shifting to prioritize performance excellence (Evans & Lindsay, 2020, p.17 para 1). How would the organization change as a result of applying these TQM concepts? While Comcast already applies many of the concepts in TQM I feel that human resources are an area that needs work. I know a lot of employees that are unmotivated and feel as if the company does not provide a quality working environment and opportunities for personal growth. For example, if Comcast were to provide stress management and wage increases, many struggling employees would feel more motivated and secure. The company does a great job delivering a quality product and customer experience. I believe that a little more focus should be on the employees and improving their lives at and outside the company. R. Post 2. In your discussion post, after reviewing the total quality management (TQM) concepts from your readings this week, explain how you would apply them to either your organization or an organization of your choosing. In my department within the Air Force total quality is particularly important because we prove many different customer service functions. Out textbooks define total quality management as “a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost” (Evans and Lindsey, 2020. p. 16). On a recent deployment, one of my sections that I was over was receiving some complaints on the night shift. The complaints were that parts was not received in a timely manner. Each shift has set deliver times but after some continuous improvement it was discovered that the times for the dayshift did work the same as the night shift. Because of the weather conditions in this location, majority of the customers worked at night, so they needed more parts. This meant that we had to increase the nightshift number of delivers. How would the organization change as a result of applying these TQM concepts? By applying the TQM concepts like performance excellence. "Performance excellence can be defined as an integrated approach to organizational performance management that results in…delivery of everimproving value to customers and stakeholders, contributing to ongoing organizational success"(Evans and Lindsey, 2020. p. 17). The results from the example from above was that the complaint were reduced and the we were able to add more manning to that shift to reduce the workload which raised the overall moral of the shift. The Air Force as a whole has adopted the TQM concept in recent years and after the Air Force had implement TQM, the U.S government accountability office (GAO) reviewed the concept. The following is what was found by GAO: “(1) as the Air Force invested more time and effort in TQM activities, TQM implementation matured, barriers became less difficult, and greater benefits could be achieved; (2) 98 percent of the Air Force facilities surveyed had implemented TQM initiatives and 67 percent believed TQM was beneficial; (3) Air Force respondents generally agreed that the lack of information and training on TQM were barriers to successful TQM implementation; and (4) TQM had a moderate to very positive impact on the Air Force's internal operations.” T.C.

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