Shifting Quality Into High Gear

Abstract:Park Place Lexus (PPL), located in the Dallas metropolitan area, is the first automobile dealership to win the Malcolm Baldrige National Quality Award. Determined not to be just another car dealership, PPL leaders looked outside the industry to benchmark business practices that could be borrowed to improve the way the dealership was run. PPL found that quality in the simple amenities it offers its customers and the way it empowers its employees pays off handsomely in customer satisfaction and loyalty. Pursuing the Baldrige award, building the house of quality, and fine-tuning nearly every facet of PPL operations has instilled a new employee culture throughout the organization. "It's about giving positive signals back to the client," says PPL's president, Jordan Case. PPL does reinvest in the company and its …

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