Leadership in Quality - Case Study Example

Leadership in Quality There are several conflicting arguments that have been made in the past concerning quality, customers satisfaction and cost of pricing in the American businesses. However, Chicanery in the executive suite and the Wall Street journal clarify that most of the American businesses are dedicated towards customers’ satisfaction above everything else. The belief of firms’ concentration on quality alone has contributed numerous undoing to other relevant aspects of business operation such as audited financial statements, stock analysis, ethical behavior and healthy competition amongst other things. J.M.

Jurian noted that the quality of leadership is attainable, and the success factors are available, but companies are not doing enough to utilize such concepts (Keim 1). Quality and customers satisfaction has since been forgotten because companies have resorted to expansion other than improving service provision. Besides, there is an emphasis to increase profit gains compared to future sustainability. The situation has since grown to an extent where managers who are concerned about quality management seek alternative impacts of business success because valuable lesson learnt concerning cooperate ethics diminishes along with the generation.

The most-important activity of any quality strategy is to do away with the wastes of all forms through a cover up of corporate malfeasance and accounting tricks. However, with effective leadership, there should be the focus because it is both the right and the smart thing to do. Ultimately, the current requirement of ethics is education for organizations and individuals. With respect to the above, the quality of service and ethics should not only be based on products and services, but also mutual expectation on the right thing as it will enhance the smooth operation of economic systems (Keim 1).

Part twoQuestion one The hostess action was not in any way consistent with a customer focus on quality philosophy because she did not take much of her time to ascertain the truth about Mark’s reservation even after Mark had confirmed to have carried out the reservation three weeks earlier. Notably, errors do occur in any organization, and this might have led to the missing of Mark’s details in the reservation booklet. Unfortunately, she turned down Mark’s request to see the manager who could have otherwise looked into a proper solution of the above mess if at all she was to engage too much.

The hostess also responded with much arrogance, which is against the customer focused quality philosophy when she told Mark that she was aware of her reservation, but she will not settle her until the other guests get sited. What the hostess ought to have done differently was to handover Mark to other authorities to help her scrutinize the issues of reservation while letting Mark have some drinks as he waits for the resolution. Question twoIn my opinion, the letter that Mark received from the hotel was addressed with much-total negligence and the best-possible solution is to avoid any further response because such a hotel is associated with many laxities.

The totally quality lead should have responded in a different manner citing apologies because a problem indeed occurred. Moreover, quality lead department should have pointed out that they are doing investigations and actions would be taken if such allegations would have evidence. Failure by the hotel manager to respond directly to the later is a clear indication that Mark was right, and they are only using total quality lead as cover up to respond on their behalf, just to show mark that they also practice the same.

Works cited:Keim, Liz. Corporate Wrongdoing: A Betrayal of Quality Principles: Malfeasance and accounting cover-ups are the worst forms of waste. American Society for Quality September 9, 2002. Print.