...Pamantasan ng Lungsod ng Maynila College of Management and Entrepreneurship S.Y. 2012 A case study entitled “TOTAL QUALITY MANAGEMENT OF JAMILEE SERVICES INC.” Submitted by: Joana Grace Saquing Danilo Rodriguez Jefferson Soriano Gandelyn de Chavez Maricar Castro Mariel Mirandilla Submitted to: Professor Marivic Flores TIME CONTEXT Since the year 2002 JMS has been doing successful business. However after 10 years, Myrna finds herself in a financial dilemma. Companies needing for manpower resources have started to decline. Thinking that the economic milieu has simply slowed down and that JMS is just a victim of it she believes that she has never done anything wrong; that this dilemma will be over as soon as possible and the business will be on the heat again. PERSPECTIVE The Human Resource Manager point of view was the one viewed at this case. CENTRAL ISSUE Although Jamelee Services, Inc. was doing successful business for the last 10 years the entire organization’s problem does not just depend in the minor problem which is the economic milieu. The Human Resource Department had a major predicament with the quality policies, quality management, and quality system applied to their employees and the standards in selecting and training them. Throughout the 10 years of their successful business they have been applying the same standards and policies that in turn did not meet the satisfaction level of the other companies after progress in time. STATEMENT...
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...------------------------------------------------- AIR QUALITY INC CASE STUDY SCM880ZS February 18, 2015 OVERVIEW Air Quality Inc. was founded in 1984, and Patrick Wallace is the plant manager at Air Quality Inc. Their mission is to improve the quality of life by creating manufacturing and marketing innovative energy recovery products. Their management belief was based on 4 principal keys: assembly, design, steel fabrication and the manufacture of aluminium head recovery ventilators. Patrick believed that defective equipment had been shipped to customers and he had to react immediately. BACKGROUND AQS manufactured ventilation, air-cleaning and heating equipment for residential and commercial applications. They have a very high reputation for quality and technical innovations. Approximately 60% of 3400 parts used in manufacturing operations is procured from suppliers, while the remaining 40% remains in house. Most important products are singled sourced and less important one were usually purchased from other suppliers at low cost that met the expectation of quality, quantity, and delivery. They sold more than 300 different products under Air Purity brand to large distributors that sod the wholesalers, which in return sold them to independent contractors. These products were installed in homes and commercial properties. Their product prices for HRV varied between $550-750. QUALITY PROBLEM Wallace noticed that the foam insulation was peeling off the doors in...
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...Chapter 9 Hypothesis Testing Case Problem 1: Quality Associates, Inc. 1. The hypothesis testing results are shown below: Sample 1 Sample 2 Sample 3 Sample 4 Sample Size 30 30 30 30 Mean 11.959 12.029 11.889 12.081 Standard Deviation 0.220 0.220 0.207 0.206 Level of Significance (alpha) 0.010 0.010 0.010 0.010 Critical Value (lower tail) -2.576 -2.576 -2.576 -2.576 Critical Value (upper tail) 2.576 2.576 2.576 2.576 Hypothesized value 12 12 12 12 Standard Error 0.040 0.040 0.038 0.038 Test Statistic -1.027 0.713 -2.935 2.161 p-value 0.304 0.476 0.003 0.031 Only sample 3 leads to the rejection of the hypothesis H0: µ = 12. Thus, corrective action is warranted for sample 3. The other samples indicate H0 cannot be rejected and thus from all we can tell, the process is operating satisfactorily. Sample 3 with = 11.89 shows the process is operating below the desired mean. Sample 4 with = 12.08 is on the high side, but the p-value of .03 is not sufficient to reject H0. 2. The sample standard deviations for all four samples are in the .20 to .22 range. It appears that the process population standard deviation assumption of .21 is good. 3. With α = .01, z.005 = 2.576. Using the standard error of the mean =0.0383, the upper and lower control limits are computed as follows: Upper Control Limit = 12 + 2.576 (0.0383) = 12.0987 Lower Control Limit = 12 - 2.576 (0.0383) = 11.9013 As long as a sample mean is between these...
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...impacted the company’s ability to maintain a competitive advantage and guarantee customer satisfaction. Furthermore, it may be assumed that Greyhound’s leadership lack sufficient TQM skills. Thus resulting in low morale, low employee commitment and raising the barriers towards improving TQM (Cătălin, Bogdan, & Dimitrie, 2014). Greyhound Lines Inc.: Quality Management Initiatives Introduction Greyhound is an intercity bus carrier serving over 3,800 destinations across the United States, Canada, and Mexico. The company was founded in Hibbing, Minnesota in 1914, and taking the name The Greyhound Corporation in 1929, the company has been based in Dallas, Texas since 1987 (Greyhound, 2015). Currently, Greyhound is operated by publicly-owned British transportation corporation, First Group (LSE: FGP) that provide intercity bus transportation services throughout the continental United States, Canada and Mexico (First Group, 2015). In 2007, First Group acquired Greyhound from Laidlaw International. Since the acquisition, Greyhound has faced competition from multiple low-budget transportation companies and began to experience quality problems in areas of operations, maintenance, and customer service...
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...ADVANCED MARKETING STRATEGY 362MKT Example on Nike Dr. Eric Chu 362Mkt‐2012 Example Company Background • NIKE, Inc. is the world’s leading innovator in athletic footwear, apparel, equipment and accessories. The mission of Nike is to bring inspiration and innovation to every athlete in the world. 362Mkt‐2012 Example Product Market • Garment Industry – The garment industry consists of different categories of wearing apparels that serve both beauty, comfortable and body protection. – Product categories could involve men wear, kids wear, sports wear, ladies, … 362Mkt‐2012 Example Market Audit (1) • External Environment – By STEEPLE • Social factor: people are more concern with health, fashion and beauty. Diverse segments are emerging in the garment industry. (Opportunity) • Technology: different material by nano technology could help to build more comfortable garment for consumer market. Different material available lead to better design for manufacturers. (Opportunity) • Legal: pirated products costs a lot of money for litigations in the industry. (Threat) 362Mkt‐2012 Example Market Audit (2) • External Environment – By 5‐forces • Supplier: supplier marketing in the garment industry are mainly small low costs manufacturers in the area and many suppliers are available. Suppliers bargaining power to the industry is low. (Opportunity) • Buyer: Information transparency increase and there are lot more competitive products for customers to choose...
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...resources needed to produce a company’s products and services. a) True b) False 2. Firms that focus on quality as their primary competitive priority usually implement either product design quality or process quality, but not both. a) True b) False 3. To remain competitive, companies must be innovative and bring out new products regularly. a) True b) False 4. The time between order placement and the receipt of goods is called lead time. a) True b) False 5. ISO certification has become a requirement for conducting business in many industries. a) True b) False 6. A process that is in control has no variation. a) True b) False 7. An example of an operation that does not add value is ____________________________. a) removing iron ore from the ground and shipping it to a steel mill b) filling the underground gasoline tanks at a service station c) making a wedding cake d) moving components to a warehouse for storage until the factory needs them e) moving luggage from a cab to the airport ticket counter 8. Which of the following is not primarily performed by the operation management function? a) job design and work measurement b) advertising strategy c) location analysis d) quality management e) facility layout 9. Increasing the level of responsibility of a job by adding...
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...resist becoming content with merely improving a product's quality, insisting that quality improvement can always go one step further. His notion of company-wide quality control called for continued customer service. This meant that a customer would continue receiving service even after receiving the product. This service would extend across the company itself in all levels of management, and even beyond the company to the everyday lives of those involved. According to Ishikawa, quality improvement is a continuous process, and it can always be taken one step further. With his cause and effect diagram (also called the "Ishikawa" or "fishbone" diagram) this management leader made significant and specific advancements in quality improvement. With the use of this new diagram, the user can see all possible causes of a result, and hopefully find the root of process imperfections. By pinpointing root problems, this diagram provides quality improvement from the "bottom up." Dr. W. Edwards Deming --one of Isikawa's colleagues -- adopted this diagram and used it to teach Total Quality Control in Japan as early as World War II. Both Ishikawa and Deming use this diagram as one the first tools in the quality management process. Ishikawa also showed the importance of the seven quality tools: control chart, run chart, histogram, scatter diagram, Pareto chart, and flowchart. Additionally, Ishikawa explored the concept of quality circles-- a Japanese philosophy which he drew from obscurity...
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...Kevin, and Jackie Freiburg, “Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success,” Bard Press, 1996, p. 120. 1. The Ritz-Carlton can monitor quality in the short run by customer feedback. Questionnaires in the room, follow-up letters and phone calls by independent services, tracking com-plaints, and ultimately by occupancy rates. There are, of course, objective measures in many aspects of hotel operations. These include room cleanliness, quality of food, accuracy of billing, and reservations. 2. For companies that expect quality to be more than a slogan we suggest they follow the ideas of the text: A philosophy of continuous improvement Employee empowerment Benchmarking Just-in-time (JIT) Knowledge of tools 3. The lack of quality will manifest itself in room rate reductions, extra supervision, complaints, and ultimately lower occupancy. 4. Great question for class discussion: control charts can be used for tracking customer complaints, Pareto diagrams to find where to focus improvement efforts, cause-and-effect diagrams to analyze the source of causes, in the kitchen, reservations, billing, etc. 5. Some nonfinancial measures of quality might include those noted above: room service, food quality, customer complaints, etc. ADDITIONAL CASE STUDY* WESTOVER ELECTRICAL, INC. Note: This is a case that can be used as an introduction to TQM tools or after the tools are introduced as a learning tool demon-strating how Pareto analysis, control...
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...Total Quality Pioneers paper Zamzam Elmi University of Phoenix Quality Management and Productivity 449 Patricia Moser March 11, 2012 Total Quality Pioneers paper In various stages of history, there were numerous pioneers that defined the “term “total quality, and its basis on success in the business world. Edward Deming is a pioneer who wrote a book on the subject total quality. In his book, out of the crisis, Deming describes that quality is in the eye of the beholder; in other words, quality can be defined differently depending of the setting of the business function and its needs and utilization. A quality with strong elements includes the consumers to the equation always and forever. According to Deming, “there are different criteria of quality and how it’s used and these criteria are changing contentiously; this is important to measure consumer preferences and to re-measure them frequently as needed (Goetscht & Davis, 2010, p. 5). Thus, Deming is talking about the fact that consumers’ needs are always changing; which means businesses need to change how they meet these demands in order to survive in the market. During Deming’s era of discovering the importance of quality, there were other rising competitors that were also researching and making the importance of quality available for use to corporations. Deming is very famous for using cycle points by connecting the production of goods to the demands of customers. “The greatest contribution that he is known...
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...Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect analysis. 8. Compare and contrast the quality program features espoused by Philip Crosby and W. Edward Deming. 9. Describe the features of an unconditional service guarantee and its managerial benefits.10. Discuss the concept of a service recovery.Service "with a smile" used to be enough to satisfy most customers. Today, however, some service firms differentiate themselves in the marketplace by offering a "service guarantee." Unlike a product warranty, which promises to repair or replace the faulty item, service guarantees typically offer the dis satisfied customer a refund, discount, or free service. Take, for example, the First Interstate Bank of California. After interviewing its customers, the bank management discovered that they were annoyed by a number of recurring problems, such as inaccurate statements and broken automatic teller machines...
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...INTRODUCTION: Lean principles applied to manufacturing, distribution and operations can take the most unsuccessful companies to the most profitable and sought after businesses in the world. There are many methods and procedures that companies can implement to allow them to squeeze even further profit out of their current systems. * APPLE | IPHONE 5 – SIPOC : Companies introducing Lean Six Sigma for process improvement in its organization, demand a clear understanding of its current processes. SIPOC is an effective tool used in the initial Define stage of the DMAIC life cycle for high-level process mapping of key processes. SIPOC is an acronym for Supplier, Inputs, Process, Outputs and Customers. Each of these terms are explained in detail as follows: * Suppliers are the significant internal/external providers of material/input data to the process. * Inputs are significant physical/data inputs provided by the suppliers to undergo a process. * Process is the current method used in sequence of four to seven steps that add value to the Inputs. * Outputs are significant process results delivered to customers. * Customers are the internal/external recipients of the Outputs. A team of 3-9 stakeholders or team members, who have knowledge of the process, typically develops SIPOC. A facilitated brain storming session is conducted by a certified facilitator to identity the five key components (SIPOC). A consensus is reached so that all the members view a particular...
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...Nike recently released an advertisement video on July 13th, 2015, “Short A Guy,” the hit video has been seen on TV and has over three million views on YouTube. As a company, Nike has set out to have the gear that will make the customer look as nice as they play. Top flight athletes all across the country use their gear, and in this advertisement it showed the likes of Mike Trout, Andrew Luck, and Anthony Davis all wearing Nike apparel playing their own respective sports. Trying to get the audience to buy their athletic gear, this advertisement clearly appeals to those who are interested in athletics and does so through the use of ethos, logos, and pathos. Throughout this advertisement, the audience is taken through a variety of settings and that is the context for this particular piece. Nike's mission statement is "To bring inspiration and innovation to every athlete in the world." Through the ad they are trying to inspire athletes but also sell them on their clothing to take them over the top as players. As the advertisement plays, it shows the different settings and all the people wearing Nike apparel. Also, it showed the famous athletes in the video wearing Nike gear, and they would tell the kid they are, “Short a Guy.” As he would go from sport to sport, he changed clothes into different sports gear that Nike sells. The audience the author is trying to target are people that enjoy athletics, and that’s why the use of well-known celebrities is key to this ad. Seeing these...
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...In today’s society, we don’t hear cases about monsters scaring children and transforming into heroes. Monsters that turn into heroes come off as rare in the fiction world where most people only see one side of a monster. Two works that suggest monsters becoming heroes are The Cat in the Hat and Monsters Inc. At first, these monsters come about as scary looking but that’s not how these selctions end up; finishing with a twist in the end with monsters showing a care for human children. While written 40 years apart, Dr. Seuss’s The Cat in the Hat and Pete Docter’s film Monsters Inc. demonstrate responsible behavior in interactions with children and show the flawed characters who though their journey have monster heroes who interact with human children and then accept responsibility for the messes they have created. The Cat in the Hat and Monsters Inc. portray a child’s adventure as a result of showing up unexpectedly. The Cat enters out of the blue introducing himself to the two children and begins creating chaos around the house because he’s being a careless cat. The Cat unlocks a crate and frees the two identical creatures with blue hair who rally round the Cat...
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...The advertisement gets the audience attention effectively by utilizing the rhetorical element of pathos. The advertisement does this by using an overweight boy so that the viewers can in a way relate to this boy struggle of trying to lose weight and be active. By doing so the advertisement makes the audience feel empathy for the boy. The advertisement also appeals to your emotions by staying in just a single shot of just the boy jogging; by doing so you get a full view of the facial expression visually see he is motivated. The advertisement does not include any background music. All the audience can hear are the boy light steps, heavy breathing, and the voice of the man speaking. Although, there is no background music the advertisement still manages to be upbeat and inspiring to the audience. The advertisement effectively uses the rhetorical element of ethos. The ethos is effective because the brand Nike has been around since 1962 and is recognized worldwide to the public. The company is highly respected in many parts of the athletic industry. The brand also has a long list of spokespeople and commercials that built credibility to the brands name. By choosing an average overweight boy, Nike is using someone is can be relatable to mass audience. The audience can feel as though that they can trust the boy using Nike because the boy is just like the audience. Although it is a critical aspect for Nike to have credibility when selling their products such as using celebrity endorsers...
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...Nike has been around much longer than most would think and continues to be the leading trend setter in athletic wear. Nike was started in January of 1964. The athletic company began as just a small clothing distributing company out of the truck of Phil Knight’s, owner and CEO of Nikes, Car. The Saying you started from the bottom is very true when it comes to Nike who now leads in sales of all athletic gear compared to Adidas who at the time of 1964 was the most popular athletic company. From starting in a truck of a car no one would suspect that this company would not only be defined as the definition of ‘cool’ when purchasing clothing and shoes from stores all over the United States but yet the brand that carries our pop culture. Nike started with two key people that pushed this company Bill Bowerman , Co founder of Nike and olympic track coach, his search for lighter and much more durable racing shoes for his Oregon State track runners. Combined with Phil Knight's need to make a living while still living out his passion for the athletics. The two became friends over track and the desire to find products that gave a better performance than what was available to them at that time, between the two of them, the seed was planted and from that came the most influential sporting company. A key moment in Nike history was when Phil Knight traveled to Japan on a world-tour searching for a call on his life trying to decided what he was meant to do with this new goal on a random whim he...
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