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The Role of Stakeholders in a Quality Process

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The Role of Stakeholders in a Quality Process
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MGT/420
March 25, 2013
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The Role of Stakeholders in a Quality Process Stakeholders seek wealth from a company. Employees receive wealth through compensation, safe working environments, and advancement opportunities. Customers receive wealth through obtaining a product worth more than it costs them to obtain. Other stakeholders receiving wealth from a company may include shareholders, lenders, suppliers, communities, and governments (Susniene & Vanagas, 2006). Each relationship a company has with a stakeholder will influence its quality management process. Prime examples of stakeholder influence in a quality process can be found in production and food service environments. Twincraft Soap recognizes the importance of building a trusting relationship with its most important stakeholders. Denny’s acknowledges the advantages of well-trained employees. Twincraft (2013) has created the “Customer Centric Approach [where] every Twincraft customer is assigned a dedicated team consisting of a Director of Business Development, a Formulator, an Account Manager and a Packaging Specialist” (para. 1). The company customizes this team built around the customers’ specific product needs. This approach keeps the customers closely involved in the development of their products. Customers will not call Twincraft to order a product and not be heard from again until they receive the shipment. Their role is active regarding the quality of their product at every phase during the manufacturing process. This approach places a great deal of power in the customers’ hands. At any time the customer can help the process move forward when it is stuck or stop it completely if there is a problem. Denny’s Restaurants takes pride in the food that it serves its diners. Many restaurants will train cooks to prepare the food on the menu and provide them with some basic knowledge regarding the handling of food. However, Denny’s offers its cooks the opportunity to become food safety managers allowing them to complete a nationally accredited food safety certification program. This strategy allows Denny’s’ employees to obtain the knowledge they need to function directly as enforcers of the quality process. Ultimately, this ensures the safety of the food cooks serve in Denny’s’ establishments. This also provides the company with an advantage when the state health inspectors come in to audit the restaurant. Whether stakeholders invest in a company, purchase from it, or work for it; their role will be influential in a quality management process. Customers purchasing bar soap from Twincraft can aid in the quality process by guiding the producers to meet their needs. They may be willing to lower the quality of a bar to move the process along. Certified food safety managers cooking at Denny’s will ensure that they are not compromising customer health. In either situation, the common goal is profit. At Twincraft, the team wants to make a product people will purchase repeatedly; at Denny’s, the team wants to keep the restaurant doors open. A successful quality process implementation brings wealth to every stakeholder.
References
Susniene, D., & Vanagas, P. (2006). Development of stakeholder relationships by integrating their needs into organization's goals and objectives. Engineering Economics, 48(3), 83-87.
Twincraft Soap. (2013). About us: Our business. Retrieved March 23, 2013 from http://www.twincraft.com/about-us/our-business/

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