In fact, one of Mercedes most successful uses of quality as a core competency was demonstrated in its recent launch of its "M Class off-road vehicle." As this expensive but sturdy vehicle was entering a crowded market, and that the mere fact that it was a Mercedes would not be enough to guarantee sales, to create a perception of quality in the minds of its a potential sales base, as well as to guarantee a car that would be uniquely well suited to the needs of consumers, the company obtained details of all current owners of off-road vehicles and Mercedes cars. Then, "Mercedes then undertook a series of mail-outs to the names on the database. It began with a personally addressed letter from the head of Mercedes USA." The mailing said something along the lines of, "we at Mercedes are in the process of designing a brand new off-road car and I would like to know if you would be prepared to help us." (Temporal & Trott, 2001) Those individuals who volunteered received a series of extremely extensive questionnaires "that asked for guidance on design issues such as whether the spare wheel should be outside or inside the vehicle, desired engine sizes, exterior colors and interior designs."...
Dealerships continue to take an active interest in customer satisfaction, and to solicit customer responses so, as the above case illustrates, a Mercedes customer becomes a return customer who is satisfied with the product in its maintenance and performance as well as its image. From the product's generation, to sales, to afterwards, Mercedes promises quality -- quality of image, of machinery, and quality attention to customer needs, specifications, and satisfaction. (Russell & Taylor, p.35)
Employees are also offered an assistance program in the form of a confidential 24-hour telephone line service. This is a support program which helps employees and their families in the time of need and if they require confidential advice in some important matter. The services include bereavement help, legal advice, medical information and stress management counseling. Mercedes Benz is also concerned about the health of its employees and wants them
Mercedes-Benz What is the competitive environment faced by MB? MB's competitive environment consists of other brand manufacturers producing all-utility vehicles, a new market for automobile manufacturers in the 1990s. Competitors were also produced vehicles that conformed to consumer safety demands (airbags, etc.) and that were cost-efficient. By the time MB entered into the AAV market, consumers were moving towards more luxury brand automobiles, which conformed more to MB's aim. How has MB reacted
Daimler-Chrysler- Case Study Corporate marriages have become so problematic in recent times that it no longer generates a shocking response from the analysts at Wall Street if a merger fails. We witnessed some of the classic merger downfalls in 1990s when many large companies decided to merge their businesses mainly because of poor economic conditions. Because of these failures and the many stories surrounding rapid collapse of corporate marriages, the public
There are also the costs of having to re-issue training materials and content, and this also makes the Web-based learning system more efficient and far more economical. Lastly, the support of the strategic initiative on the part of MBUSA of having the highest quality service delivered via its STARMARK program is also essential to keep the Mercedes Benz brand solid and the reputation of the company for exceptional service
Market Analysis The third principle, that markets that don't exist can't be analyzed, reminds managers that assessing the effects of disruptive technologies is often counter-intuitive to good management practice. Many companies require the development of a business case and a business plan for new products. This approach is generally very successful when applied to sustaining technological innovations, because the market is well-known; however, when companies apply this strategy to new, emerging
Awards Gold Standards Empowering Employees to Implement an Award Winning Approach Using TQM to Drive Change and Improve Customer Service Challenges and Benefits Total Quality Management: A Case Study of a Quality Award Winning Organization In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of
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