Organizational Assessment Paper
Dawn L. Chapple
University of Phoenix
Quality Management and Productivity/ MGT - 449
Bernie Farkas, PMP
April 3, 2008
Organizational Assessment Paper This week’s assignment is about evaluating the quality issues of three organizations. The three sectors I chose to evaluate are manufacturing, service and government. I will then discuss the importance of quality to each organization, the relationship of quality to customers, the leadership commitment to quality and the alignment of quality to the organization’s strategic goals and objectives.
Wyeth Pharmaceuticals (manufacturing) Wyeth Pharmaceuticals is a global manufacturing company with a mission statement, vision, goals and objectives.
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A customer who experiences poor quality food or service in an establishment will inform other prospective customers of their experience. That message will be passed on and on and eventually the community would be informed of their inadequate service. According to Lucky Strike Lanes, as a sign of their commitment to the relationship of quality to their customers, they engaged a top catering company in Hollywood to create and run all kitchens at their facilities. Mr. Aaron Walker, manager of the Philadelphia, Pennsylvania location was interviewed. According to Mr. Walker, the analysis tools used at Lucky Strike Lanes were benchmarking and questionnaires and surveys. A quality service assessment was also conducted biannually were an acceptable rating was 85% out of 100. Anything less required immediate re-training. Lucky Strike Lanes has a leadership commitment to quality and the alignment of quality to the organization’s strategic goals and objectives. Their goals and objectives are to offer the same level of service to all locations. (A. Walker personal communication, April 1, 2008). “…the company is known for looking for driven and committed team players to join the Lucky Strike family. We are seeking people who, like Lucky Strike, are ready to stand out among their peers as the best of the best. We offer a fun, challenging and rewarding work environment in an industry that is changing daily.” (luckystrikecareers.com,