Quality Management Case Study: Bowmer Bonds

1.3 Mission, Objectives, and Strategy

The company’s mission is to fulfil its customers’ requirements of high quality products at the same time as remaining being competitive and profitable. Furthermore, Bowmer Bonds aim is to offer its customers the fastest and most efficient service possible, for instance, delivering in stock products on the next day, and on-time for customized production.

Additionally, BBNF wants to sell, in-house developed, researched and manufactured technically innovative products.

It is important for the company seeing the customer as a partner. Not only is the relationship with its customers significant to BBNF, but also the job security of its employees. Bowmer Bond wants to offer its workforce a safe and stable working

This includes reducing the amount of rejected material and to record and analyse the reasons for the damage. Firstly, the company isolates any damaged goods which do not comply with the company’s standards or requirements. On the basis of the results, the company makes recommendations for improving e.g. the production procedures.

As the company places a lot of value on its customers’ happiness, the company constantly tries to reduce the amount of customer complaints. Therefore, Quality department investigates and summarizes the complaints and looks for any noticed trends to make recommendations.

By measuring and analysing customer satisfaction (questionnaires), Bowmer Bond tries to identify improvements, which can help to advance the system in any way.

Besides this, the Quality department informs the department, in which the fault occurred, and decides together with the involved manager or managers about the following steps regarding solving the problem with the complaint.

Consequently, it is the company’s vision to be acknowledged as a market leader in high quality, technology, delivery, after-sales-service, innovation, commitment, and value of its customers, suppliers, and its employees. More precisely, international companies should recognize Bowmer Bond as Europe’s market leader for manufacturing narrow

The Export Sales Department operates in a similar way to the Sales department. Except that the countries are divided by languages. So, Export Sales Manager A is responsible for all German speaking countries and Export Sales Manager B is responsible for the Spanish and Italian speaking countries. The Export Manager takes care of all other overseas countries. It easier for the UK Sales department and the Export Sales department to keep a better overview of all customers having its customer divided into geographical