Using competitive intelligence to bolster customer satisfaction at Douglas Aircraft Company

Article Abstract:

Douglas Aircraft Co. reasserted its dominance in the global market by focusing on meeting customer satisfaction. The company decided to commit itself to total quality management (TQM) by establishing a project team composed of managers and customer contact experts after it suffered marketing problems in the mid-1960s. The team was tasked to solicit customer inputs on measurable indicators of customer satisfaction and market behaviour. These indicators were linked to appropriate company services for the necessary improvements.

Aircraft Manufacturing, Commercial Aircraft, Models, Usage, Business intelligence, Competitive intelligence, Douglas Aircraft Co.

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On linking ethics and quality at Martin Marietta

Article Abstract:

Martin Marietta Corp decided to implement a quality improvement program after being included in a government watchlist with regard to poor quality. Initial efforts which consisted of slogans, posters and other informational approaches did not work. However, when management began leading by example and showed employees that they meant it, quality significantly improved. The problem occurs when there is a need to sacrifice ethics for quality. Managers need to realize that ethics should never be given up in favor of business.

Communications equipment, not elsewhere classified, Analysis, Ethical aspects, Aerospace industry, Ethics, Martin Marietta Corp.

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Cascaded training at Hughes Aircraft helps ensure continuous measurable improvement

Article Abstract:

The Cascaded Training Program developed by Hughes Aircraft Co is designed to meet the difficulties of just-in-time management training under the company's continuous measurable improvement (CMI) efforts. The company's total quality management focuses on customer satisfaction. The company maintains that the commitment of the whole management team was necessary if CMI is to succeed. Cascaded training is based on teamwork and is designed to modify the corporate culture to accommodate CMI.

Search and navigation equipment, Methods, Consumer confidence, Total quality management, Hughes Aircraft Co.

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