Case 1 2 Granite Rock Company Achieving Quality Through Employees

The case contains a brief history of the granite rock since its inception in 1895 until 1992 when the company received the malcolm baldrige national quality award.

Case 1 2 granite rock company achieving quality through employees. 49 is there a theory of quality management. The managers at graniterock knew that a resulting decline in customer satisfaction was inevitable and responded to this. For example inc s john case wrote a profile of granite rock a phenomenally successful quarry yes quarry in 1992. Achieving quality through employees.

Graniterock a california based mining and construction company was founded in 1900 but its journey toward improved quality did not start until many decades later. Achieving quality through employees 55. Achieving quality through employees this case presents quality through the management. Achieving quality through employees.

Customer surveys played a major role in the company s governing philosophy. Quality and management fads 51 history of quality management 52. Managing quality day and night 46 case 1 2. That record tops the on time delivery average of a prominent national company that granite rock benchmarked to improve its process.

Managing quality day and night 53 case 1 2. Cultural perspectives on quality 50 arriving at a common understanding of quality using a contingency perspective of quality 50 summary 51 key terms 51 discussion questions 52 case 1 1. What specific attributes do the customers use to judge quality. Granite rock s record for delivering concrete on time a key determinant of customer satisfaction has risen from less than 70 percent in 1988 to over 95 percent in 2002.

51 a closer look at quality 2 1.