...Quality Management Businesses need to provide quality service to be successful. Many of them, however, struggle to retain their customers, seasoned employees and market share among other vital elements due to the poor quality of their goods and services. Deciding, implementing and execution of quality management initiatives are challenging tasks to many managers of small businesses but it can be easy with good planning. Failure to get this right can spoil the operating environment and destroy businesses’ belief in meeting customers’ need. Businesses and firms need therefore to define and measure their goals, update service tools, motivate employees, and use customer feedback to serve them appropriately. When the management involves all employees, it can engage in tactical quality management approaches such as conducting audits, compliance management, preventive and corrective actions, and statistical process control that drive improvements. When employees are not engaged, they do not feel to be part of the process and, therefore, the firm may lose direction. This paper discusses ten quality management improvement initiatives to improve companies’ poor performances. First, management that is committed to improving quality of its company should provide internal education (Shah, 2013). The modern technology is changing very fast, and so are customers' needs, preferences and tastes. Employees should be educated regularly as a way of making sure they are updated. Existing and new...
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...Modern Quality Management Explain each of the following statements as they apply to modern quality management. a. Customer service is the rule, not the exception. b. The absence of defects is a given rather than a source of competitive advantage. a) The foundation of modern quality management is that the customer is the main judge of quality. Part of the customer’s experience is also the customer service. Customer service is essential and vital to the success of a company because if people see the customer service as lacking, this can also translate to its products. Poor customer service can be seen as bad quality. This starts a chain reaction of affects – without customer service, customers view the product as lacking (not good quality) and will therefore look to other companies for the product. This means less customers, which means less money and companies cannot succeed without money. So to say that customer service is the rule, not the exception means that there is the recognition of customers and their perception of quality of a companies product an that quality and customer service is expected. It is a given. b) Another given under modern quality management is that the customer expects the absence of defects. It is not enough to be lacking in defects to constitute as a quality product. Quality has evolved to being more than lacking defects to focusing more on customer satisfaction. Customer expectations have to be exceeded so customers continue their patronage...
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...Vol. 2, No. 2 International Business Research Total Quality Management in Supply Chain Guangshu Chang Zhengzhou Institute of Aeronautical Industry Management Zhengzhou 450015, China E-mail: cgs30@163.com This work is sponsored by Aerospace Science Foundation of China (2008ZG55019), Important Science and Technology Project of Henan Province (072102240037), Foundation for University Key Teacher by Henan Province (2008-708-94), and Education Foundation of Henan Province (2008B630009). Abstract Since 1980’s, the competition between enterprises has become the one between supply chains. Therefore, the implementation of total quality management (TQM) in supply chain system but not only in enterprise has become an exquisite premise for the survival of enterprise. This paper discussed the application of the eight modern TQM principles of ISO9000 in supply chain quality management, namely customer focus, leadership, involvement of people, process management, system management, continual improvement, factual approach to decision-making, and mutually beneficial supplier relationships. Keywords: Supply Chain, Total Quality Management, ISO9000 1. Introduction In nowadays, the core ideas of TQM set forth by W. Edwards Deming, Joseph Juran, and Kaoru Ishikawa gained significant acceptance and has become something of a social movement. The series standards of ISO9000 are implementing in many industries, such as manufacturing, service, health care, nonprofit organizations, educational institutions...
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...of Content * Identify what operations management concept the company is following * How Bibica makes to achieve these above OM concepts * Good examples of OM concept of Bibica I/ Identify what operations management concept the company is following The country is growing, resulting in the fact that the confectionery industry is expanding. Every year, there are more new businesses appears, making the competition in the market be fiercer, more aggressive. Market customer preferences are also increasing. To survive and thrive in this environment, every enterprise must make hard effort for building and creating its own identity, characteristics. During the manufacturing process, Bibica always put quality criteria, food safety, and health benefits for customer above profit targets. Besides, Innovation in package and creativity are also interested by Bibica as well. Bibica focuses on improving constantly management, product quality and service, maintaining mutually beneficial relationships with dealers, distributors, suppliers and other business partners to get the best service and the best price. In addition, having social responsibility, positive contribution to society, environmental protection for the quality of life of the community; Improving the quality of human resources to ensure the work environment and equal development opportunities for employees; Maintaining and continually improving the quality management system ISO 9001: 2008 and HACCP standards...
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...Ho Chi Minh International University Viet Nam National University Fieldtrip report Course: Production and Operations Management Lecturer: Truong Quang Duoc Name: Nguyen Hoang Thien Thanh ID: BABAIU12251 Acecook Vietnam Company Company overview Since its inception in 1995, Acecook Vietnam Joint Stock Company has been developing dramatically and becomes a leading manufacturer of foodstuffs in Vietnam. Acecook Vietnam, attained a strong position in the market while providing instant processed products with high quality and nutritional values. 1. “Provide high quality and safe products to best meet the demands of consumers.” Core values Ensure company management, policy compliance, targets, as well as information disclosure being smoothly and fully implemented. Intense competition for price and attain a strong position in the world’s market. 2. “To become a leading manufacturer of foodstuffs in Vietnam whose management ability is commensurate with globalization.” Vision and mission To bring new culinary consumption concepts to local and foreign consumers through supplying high quality products. - Satisfy consumers’ demands. - Bring happy life and substainable growth to employees. - Attain a strong position and supports in over the world. History 1. Instant noodles From the late XVIII century, European started to produce and consume noodles. And it became traditional food of European countries, especially Italy and France. Then, this product...
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...Assignment No. 6 1. Define quality. Quality is the degree to which the design specifications for a product or service are appropriate to its function and use, and the degree to which a product or service conforms to its design specifications. 2. What do you mean by inspection? Enumerate the objectives of inspection. Inspection is the most common method of attaining standardization, uniformity and quality of workmanship. It is the cost art of controlling the production quality after comparison with the established standards and specifications. It is the function of quality control. The objectives of inspection are the following: To detect and remove the faulty raw materials before it undergoes production. To detect the faulty products in production whenever it is detected. To bring facts to the notice of managers before they become serous to enable them discover weaknesses and over the problem. To prevent the substandard reaching the customer and reducing complaints. To promote reputation for quality and reliability of product. 3. What do you mean by ‘control’? Control is the process through which the standards are established and met with. This process consists of observing our activity performance, comparing the performance with some standard and then taking action if the observed performance is significantly too different from the standards 4. Define the control process. The control process involves a universal sequence of steps such as:...
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...“Quality is a personal thing. In other words in some organizations quality is deemed to be in the eye of the beholder.” How can service and/or a retail organization reconcile this with the type of service that they attempt to provide to the end user? Supplement your answer with an example from your own real-life personal experience. Quality is a term used widely in business to simply determine whether a product/service is fit for purpose or to satisfy a given need. Quality management systems are designed to ensure firms can create products/services that are fit for their stakeholders. Family of standards like the ISO 8402 and ISO 9000 have similar definitions for the word quality yet, all definitions differ from each slightly. Quality in this context is what these organizations can give to the end user/customer, therefore there brand perception and image will be assessed by these stakeholders. The key elements of Quality are the standard of quality (therefore fit for purpose and satisfy needs) and the value added by quality. Organizations nowadays tend to focus more on quality as it will ensure it can become more competitive than rivals by improvements to quality. Quality assurance, Quality control and Quality management are all carried out to ensure proper quality standards to add value and create a perceptually better product/service. The topic of quality needs to remain a constant narrative throughout this essay, addressing all concepts and including how the business...
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...between 6,200 and 67,000 defects per million opportunities The Six Sigma standard of 3.4 defects per million opportunities is a response to the increasing expectations of customers and the increased complexity of modern products and processes (Thomas Pyzdek) Six sigma is reportedly easier to apply than many other quality management programs because it provides information about the change needed and the programs to execute the change. The strategy it uses is a five-step improvement process: define, measure, analyse, improve and control (DMAIC). This process is deeply integrated with the overall goals of the organization and, as such, requires top down implementation. Six sigma is more intense, focused and detailed than any other quality improvement techniques (Sawant and Patasker 2014). DMAIC framework is a Integration of several techniques such as CTQ (Critical to quality), Process Mapping (SIPOC), DPMO (defects per million), and FMEA (failure mode and effects analysis) in a logical direction. Construction industry has essential role in many other industries and is the infrastructure of the numerous organizations, therefore any improvement and development in construction industry results in progress of the associated business and industry. Despite the importance of high quality level in construction industry regarding to its close interaction with the...
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...between service quality and product quality? If so, what are the implications of these differences for a manager of a service business, such as a restaurant or a retail store? - Service quality is more difficult to define than product quality. Although they share many attributes, services have more diverse quality attributes than products. According to the textbook author Thomas Foster (p.5), this often results from wide variation created by high customer involvement. Service settings are more complex; thus quality is more difficult to define. A customer of a restaurant, for example, evaluates the quality of the restaurant not only on the merits of the food but also on the demeanor of the employees, the speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so forth. A manager of a restaurant or retail store must place as much attention on the quality of the product (food being served in the case of the restaurant) than the actual delivery of the service. 5. Why is communication within an organization an important part of the quality improvement process? - It is difficult to devise a coherent strategic plan relating to quality when communication is imprecise. One important attribute of a strategic plan is functional alignment or consistency. If different departments in a company understand quality differently, then the strategic plan will not be in alignment. Understanding that different definitions and dimensions of quality exist allows...
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...Practical satisfaction of meeting customer requirements. * Review of modern quality – Skilled craftsman on 1 to 1 basis. Blacksmith.. one on one negotiation face to face relations with customers. * Industrial Revolution – Henry Ford – Mass production. Quality once a post production review. Reactive approach. * Bell System Statistical – Shurart. * WWII Post War l 40’sand 50’s- Beming and Juran concepts fell on deaf ears. This message brought to Japan where concepts were embraced. Outperforming US counterparts. * Fast forward to 1980s… Crisis around globe. Total Quality was reactive approach to crisis. Total quality Shift in vision from reactive little q (reactive post production inspection ) to big Q. – Total Quality approach with no external department but integrated with all responsible for their own quality. Late 80’s-`987 Malcolm Baldrige Award. TQM wasn’t an integrated function at that point. Emergence of quality management - in service industries, government, health care and education. Evolution of quality to the broader concept of performance excellence Growth and adoption of Six Sigma Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is a “race without a finish line”. It is ongoing and continuous. Contemporary Influences on Quality. Globalization Social Responsibility New Dimensions of quality Aging population Heath care Environmental concerns 21st Century...
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...Case Analysis for “Does this Milkshake Taste Funny?” by Julius Datinguinoo A Case Analysis for “Does this Milkshake Taste Funny?” Assignment 3, Unit 1, Organizational Behavior Robert Kennedy College Presented by Julius Datinguinoo on 12 May 2009 I. Statement of the Problem(s) There are three major corporate problems that I can see on this situation: 1. Eastern Dairy is lacking in contemporary quality control, quality management, and quality assurance systems that would ensure compliance to quality standards like ISO 9000, HACCP & ISO 2200. 2. Eastern Dairy is lacking in modern health, safety and environment (HSE) policies, procedures, and controls that would ensure compliance to environmental standards like ISO 14001 and ISO 14004. 3. Eastern Dairy has a poor inventory management & control system. II. Analysis 1. George Stein i. George is familiar with change because he had lived in various suburbs of a major city. He understands the need for change and he is comfortable in managing the change in his environment. It is possible that his ‘change quotient’ (Clawson, 2001:10) has been developed at an early age by the constant need to adapt to a new neighborhood. As a teen, he is able to work on different types of menial jobs probably in different companies, which can confirm his adaptability. ii. George is a social person. This is supported by one of his major interest, which is hanging out at the local teenage gathering place, a drive-in restaurant. He also likes the camaraderie...
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...between manufacturing and service organizations and their implications for quality Manufacturing organizations produce a tangible product that can be seen, touched, and directly measured. The manufacturing quality dimensions are performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. In contrast to manufacturing, service organizations produce a product that is intangible. Q5. Why is communication within an organization an important part of the quality improvement process? It is difficult to devise a coherent strategic plan relating to quality when communication is imprecise. One important attribute of a strategic plan is functional alignment or consistency. If different departments in a company understand quality differently, then the strategic plan will not be in alignment. Understanding that different definitions and dimensions of quality exist allows measures to be taken to provide a good basis for communication and planning. Q7. Describe the “systems view” that underlies modern quality management thinking. Which of the perspectives of quality discussed in chapter 1 is most closely aligned with the systems view? The system view involves the understanding that product quality is the result of the interactions of several variables, such as machines, labor, procedures, planning, and management. Operation management focuses on the management and continual improvement of conversion processes. This system view focuses...
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...INTRODUCTION Quality Quality is generally defined as conformance to requirements. It is also conformance to a standard that is required. However, many consider that quality need not just be conformance to requirements but should be an assurance of being the best in the world of that type. In addition, it should also keep a constancy of purpose. Total Quality Total quality refers not only to the product but also to the way the product is made as well as presented to the customer. Total quality asks for customer orientation, process orientation, people management and leadership.All these are continuous processes. Total Quality Managers They believe in a learning organization. They want people not only to learn but also to internalize the learning. Statistical control of quality is very important to them. They believe that work ethic is an important part of any organization’s growth process. They don’t believe that there is a substitute for work ethic, which should become a part of every individual. Total Quality Management (TQM) Total Quality Management (TQM) is a management philosophy which focuses on continuous business improvement through company-wide employee participation and involvement with the fundamental objective of satisfying customer. TOM seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting customer needs and organizational objectives.This has led many researchers and...
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...Operations Management: Introduction Ms Nok Si Leon is general Manager of a restaurant in the departures area of the new airport of the Republic of Nestorian. The restaurant will be serving a range of food such as snacks, sandwiches and soft drinks; along with 3 course meal and a variety of alcoholic drinks. The contract rules that it must operate 18 hours a day 7 days a week. Ms Nok is aware that the demand will vary and also due to the change in time zones customer may like to order a 3 course meal at anytime of the day or night. However, Ms Nok is planning to provide a restricted menu to follow the demand in the quite times. We will be discussing the supply chain management and quality management strategies in order to advise Ms Nok on how to succeed. 1) Supply Chain Management Supply chain management (SCM) is the management of a network of interconnected businesses involved in the ultimate provision of product and service packages required by end customers (Harland, 1996). Across a number of industry sectors, including the retail sector, supply chain efficiency has become a dominant corporate template.. In Ms Nok’s case, this is important as her business’ initial priority is to make profit and satisfy the clienteles. According to Hitesh Amin, integrating the supply chain into a business is more important to medium-sized businesses. Ms Nok’s restaurant concession is going to be of a medium – sized business. With the issue of having a wide range of clientele;...
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...Task 1 Definitions of quality in terms of business and services provision Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was produced correctly. Support personnel may measure quality in the degree that a product is reliable, maintainable, or sustainable. There are five aspects of quality in a business context: Producing – providing something. Checking – confirming that something has been done correctly. Quality Control – controlling a process to ensure that the outcomes are predictable. Quality Management – directing an organization so that it optimizes its performance through analysis and improvement. Quality Assurance – obtaining confidence that a product or service will be satisfactory. (Normally performed by a purchaser) Service quality is a comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving...
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