Best Buy Case Study: Baldridge Award Criteria (Customer Focus)

5176 Words Mar 16th, 2014 21 Pages
Best Buy Case Study:

Baldridge Award Criteria (Customer Focus)

By: Robert F. J. Gleadall, R.E.T.

Quality Control System (BTE 313)

Instructor: Michelle Zhang, P. Eng., M. Eng., M.Sc.

February 15, 2014

Northern Alberta Institute of Technology (NAIT)

Best Buy Case Study: Baldridge Award Criteria (Customer Focus)
How does any company survive in today’s global market, whether they are large, small or indifferent? Today’s global market place has truly become an enigma, or should I say, “a puzzle within a puzzle, within a puzzle”; however, there have been a precious few that have helped to guide Japan, Corporate America, Corporate Canada and
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Is this really their fault though, because to be truly customer-centric, the company must also be aware of the needs of its employees as they are the very ones to deliver that positive attitude to the customer in the end?
It will always be an up-hill battle for huge mega corporations like Best Buy, when the majority of their staff members are young employees who sometimes have the book knowledge, but lack real life experience of older staff members and are only paid a minimum wage. It is for this reason that approaching them about the philosophies of Deming, Crosby, and Juran will be difficult to teach when they only stay for such a short time and don’t really appreciate yet the importance of how much it cost for their training and how important it is to be devoted to the company for the long term.
Another excellent business model of a company being customer-centric is that of Robert F. J. Gleadall, during the late 1970’s and early 1980’s. Gleadall’s experience in business stretched over a period of forty years and during the late 1970’s and 1980’s he owned a small carpet cleaning business called Admiral Steamclean Inc. One of the interesting things about this company was

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