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Strategic Quality Management And Customer Satisfaction

1692 words - 7 pages

Strategic Quality Management and Customer Satisfaction
February 28, 2011
Rich Wagner
Strategic Quality Management and Customer Satisfaction
Strategic planning, as noted in our text, “is the process whereby organizations develop a vision, a mission, guiding principles, broad objectives, and specific strategies for achieving the broad objectives.” (Goetsch & Davis, 2010). Without strategic planning, it is unlikely that an organization will be successful. This is especially important because of the global competition that exists in most industries. Because each step of the strategic planning process builds on the last, it is important to complete the steps in the order listed above. ...view middle of the document...

“SWOT is the acronym for strengths, weaknesses, opportunities, and threats. A SWOT analysis answers the following questions: What are this organization’s strengths? What are this organization’s weaknesses? What opportunities exist in this organization’s business environment? What threats exist in this organization’s business environment? (Goetsch & Davis (2010). p. 50).
Blue Cross/Blue Shield offers a variety of flexible health insurance policies. By providing flexible policies the members can choose the plan and the coverage that best fits their healthcare needs. When members choose the plan and coverage desired, the members are expected to continue to pay the same price for the coverage as time goes on.
There are cases in which a member has questioned the organization about a price increase on his or her coverage without first informing him or her of the price increase. By informing members there will be a price increase, members have the options to choose another plan, keep the plan they have and pay the increase, or just drop the plan. When there is an increase in a healthcare policy, this increase creates a problem for some Blue Cross members, especially retired members and other members, on a fixed income.
When higher healthcare cost forces Blue Cross to increase their rates on their healthcare policies, this type of mishap creates opportunities for an organization to re-evaluate their healthcare insurance policy coverage, benefits, and prices. By re-evaluating the rates of their services, it shows that the members are important to the organization.
During the re-evaluation, the organization comes up with more affordable healthcare insurance policies with some of the same benefits but at lower rates to accommodate retired members on a fixed income. The threats existing in this organization is competition with other leading healthcare insurance companies.
Blue Cross policies must offer better coverage and prices to their members or members may choose to go to one of its competitors. Other companies such as Aetna can pose a threat if their rates, benefits, and coverage are better than Blue Cross.
Vision Statement and Mission Statement
Once the SWOT analysis has been completed, the organization is able to create the mission and vision statements. According to our text, “Everything about the organization – its structure, policies, procedures, and allocation of resources – should support the realization of the vision.” (Goetsch & Davis, 2010). The vision of the company represents the ideal trying to be achieved and the mission statement goes further and “describes who the organization is, what it does, and where it is going.” (Goetsch & Davis, 2010).
The vision statement should be easily understood, clear and concise, present a challenge that is achievable, create excitement and unity among all stakeholders, and set the tone for the entire organization. Using the SWOT analysis, the vision statement for Blue...

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