SEC case - Auna Dailey MGMT 357 1/27/09 SEC and Whirlpool...

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Auna Dailey MGMT 357 1/27/09 SEC and Whirlpool Case Study Questions 1. How did the customer-supplier relationship between SEC and Whirlpool change as a result of the TQM initiative? The customer-supplier relationship between SEC and Whirlpool changed dramatically as a result of the TQM initiative. Before both of the companies implemented the TQM initiative they were merely customers and suppliers, after initiating the TQM change they turned into business partners. For example, SEC used its own personnel to co-develop a latch and hinge with Whirlpool even though there was no guarantee that they would get Whirlpool’s business in the end. Also SEC personnel became free internal consultants to Whirlpool in order to show their commitment to become a business partner. 2. How did Whirlpool help its suppliers to better understand Whirlpool’s quality requirements? Should Whirlpool have helped more? Whirlpool helped its suppliers to better understand their quality requirements by notifying
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SEC case - Auna Dailey MGMT 357 1/27/09 SEC and Whirlpool...

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