Malcolm Baldrige Award Evaluation
Essay by ssfcoffee • November 30, 2015 • Essay • 260 Words (2 Pages) • 810 Views
David Fickes
Malcolm Baldrige Award Evaluation
DS624 – Quality Management
- MidwayUSA
- Small Business
- 2009
- Retailer of products and supplies for shooters, reloaders, gunsmiths and other gun nuts. As a niche retailer the customer services and other customer facing services components are vital to success. My interest is to discover the customer service metrics used for success of a narrow niche marketing firm.
Key Process | Performance Measure(s) | Improvement(s) Achieved |
1. Logistics | Same day shipping – based on original goal of 2 pm order ships same day. Later metric improved to to 4 pm order ships same day | Goal – 99% / 2009 YTD 97.9% |
Shipping accuracy – measured by correct product scans. Measurement is based on average of top 25 internal performers. | Performance is currently running at 97% with a goal of 98% which is up from a 96% prior rate. | |
Total Cost / invoice | This measure was flagged as confidential | |
2. Marketing | Response rate – Flyer: Percentage of customers who receive flyer and order. | Improved from 11% to 13%. This is considered at best practice level. |
Response rate – Master catalog response rate: percentage of customers who order from catalog. | Improved from 48% to 57%. | |
3. Merchandizing | Number of new products | Not quantitative numbers provided but it appears to be a significant year over year increase. |
In-stock rate: Number of products available for sale divided by total number of products. | Actually declined but explained by industry-wide significant increase in demand. | |
Competitive pricing: Top 15 most popular products compared to top competitor for each product line and top overall competitor. | Significant increases in each category and overall. |
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