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. They manufacture medicine for the world therefore, quality is extremely important to this organization.Wyeth Pharmaceuticals quality issues are meeting global regulations while keeping down production costs. According to Wyeth Pharmaceuticals, “in order to achieve their mission and realize their vision they must live by the following values: quality, integrity, respect for people, leadership, collaboration and teamwork.

” (Wyeth. com, 2008). The relationship of quality to Wyeth Pharmaceuticals customers is realized by their track record. Wyeth Pharmaceuticals sells their products in over 145 countries.

The company is well known for the following products: Chap Stick, Advil, Robitussin and Preparation H.Through longevity the company has continuously shown their relationship of quality to their customers. The company also maintains a product quality department. The product quality department is a way for the customer to communicate directly to the company any problems or concerns they may have. Wyeth provides a toll free number for customers to speak with a product quality employee and or nurse to ask questions and express concerns or adverse reactions to all products. Those calls are documented and dealt with daily.

Through this process many counterfeit products like Chap Stick are realized and recorded.The company takes these issues seriously by forwarding the documented counterfeiting data to the global security division to investigate. Brief surveys are conducted on a regular basis by the customer service department to ensure quality is consistent throughout the organization. The Federal Drug Administration (FDA) conducts audits of all manufacturing sites to ensure the proper goods manufacturing practices are followed. The FDA also reviews all standard operating procedures (SOPs) relating to product manufacturing and handling.

Wyeth Pharmaceuticals leadership is very committed to quality.Wyeth is a global leader in prescription medications. They are committed to growth and developing new medicinal products in their research and development divisions. The mission and vision statements of Wyeth Pharmaceuticals demonstrate the alignment of quality to the organization’s strategic goals and objectives.

.” The vision statement is “Our vision is to lead the way to a healthier world. By carrying out this vision at every level of our organization, we will be recognized by our employees, customers and shareholders as the best pharmaceutical company in the world, resulting in value for all. (Wyeth.

com, 2008) Lucky Strike Lanes (service) Lucky Strike Lanes is “America’s first true bowling lounge. ” (“Study Finds,” 2008).Lucky Strike Lanes has many locations across the country. Service industry’s quality issues are to meet customer needs while staying economically competitive. Quality in the service industry is important and can be the rise or fall of the company. Word of mouth is one form of marketing for the service industry.

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, 2008) Government The government agency that will be evaluated is the Defense Information Systems Agency (DISA) of the United States Government.

DISA runs communications for the entire government. According to Master Sergeant (RET) Daphne L. Portis, Superintendent for all switching centers worldwide, there were two major missions: to ensure communications between combat units, their command and all American embassy’s and the assignment and control of voice call signs, supporting the White House.Master Sergeant (RET) Portis was a voting member of the US Military Communications Electronics Board who represented DISA, war fighters, embassy’s, consulates and other federal agencies. The quality issues were maintaining a secure network and quickly identifying and evaluating computer malfunctions and circuit problems.

The importance of quality to this organization is vital to national security. As such, leadership was committed to the quality of these operations. Key personnel were employed to assure that products for the programming sections were flawless.The relationship of quality to their customers is addressed in the communications electronics board meetings. The board consists of key players in the Army, Navy, Airforce, Marines and DISA.

“The ability to communicate is important because if command wants to send a message to the field for troops to relocate and the circuit is down the troops will not get the information and could possibly be bombed. ” (D. Portis, personal communication, April 2, 2008). A high degree of leadership ability is mandatory in positions of such importance along with a commitment to quality.

The alignment of quality with DISA’s strategic goals and objectives are reinforced 24 hours a day with successful messaging between all-federal agencies and the deployment of combat personnel. This paper has discussed the quality issues each of the three organizations. Similarities are evident in each sector. In the manufacturing and service organizations they must meet the customer needs while maintaining economic competitiveness.

In all organizations importance of quality is an issue and the alignment of quality is clearly stated in the organization’s strategic goals and objectives.Quality pays in every type of organization. Quality implementation works best when initiated from the top down. Maintaining a quality relationship with customers and stakeholders contributes to the companies continued existence. The organization’s strategic goals and objectives should continually be evaluated and adjusted.

The organizational quality of the Government and manufacturing sectors could be the difference between life and death. Quality in service affects the continued existence of the servicing company.