| Abstract: | This thesis examines the understanding of practice and challenges of quality improvement in the
context of roasted coffee companies from the perspectives of Top management, customers and
suppliers. The research findings indicate that the company demonstrates a good understanding and
awareness of quality improvement, as reflected in a mean value of 3.59. The company regularly
measures customer satisfaction and needs, with over 80% of customers confirming this practice.
Furthermore, 90% of customers reported that their opinions are seriously considered, and more than
70% stated that the company responds promptly and positively to customer complaints. These results
highlight the company's well-established communication channels, as attested by over 80% of
customer respondents.
A majority of respondents demonstrated a positive belief in quality improvement, indicating the
company's overall commitment in this area. The understanding of customer needs was rated highly,
with a mean value of 3.5, enabling the company to produce the desired products. Effective customer
needs assessment facilitated the identification of critical points and problem-solving in quality
issues. Respondents also indicated that their companies have quality objectives to enhance
competitiveness and attract new customers. Clear quality improvement policies served as strategies
for enhancing product quality and ensuring consistency. Some of the challenges faced by the
company in distributing raw coffee to customers included a limited number of farmers producing
high-quality raw coffee and difficulties in identifying and solving defects in green coffee. Analyzing
visual inspections of green coffee also posed challenges. Following the quality standards of raw
coffee and grading accordingly were identified as the least frequently encountered challenges.
In conclusion, this research highlights the company's strong understanding and awareness of quality
improvement from both customer and supplier perspectives. It underscores the company's dedication
to measuring customer satisfaction, promptly addressing complaints, and producing quality roasted
coffee. Furthermore, it emphasizes the importance of customer needs assessment, setting quality
objectives, and building trust with suppliers and customers. By identifying and addressing challenges
in the distribution process, the company can continue to improve its product quality and maintain its
competitive position in the market. |
