...INTRODUCTION There are many organisations with various degrees of quality service but what gives an organisation an edge over its competitors is good quality service. It is important for organisations to monitor and manage quality in every aspect of its operation with the customer. I.e. before the purchase, during and after the purchase (after sales service). QUESTION 1 What is need and expectation? Need is a product or service strongly desire by a customer. The customer wants it at all cost. Expectation is what customers intend to enjoy or look forward to while choosing a particular product or service. Customers can be an individual or a company that approach an organization to buy or get products or services from it. “Meeting customer needs and expectation increases an organisation’s chances of achieving stakeholders’ satisfaction and customer loyalty.” (RDI 2009a:3) There are different factors that can influence customer’s expectation and these are • Experience from the past • Information through word of the mouth • Communication from the organisation. E.g. from advertisement • Behaviour from competitors In order to know customer’s need and expectation, researches are carried out to get feedbacks. This can be done by asking questions through all the operational units from customers. It gives the organisation an opportunity in meeting these expectations at different segments of the market. It also provides an avenue for improvements on the products and...
Words: 2738 - Pages: 11
...Dimensions of Quality The dimensions of quality for manufactured goods are outlined by Russell & Taylor III (2014) as: performance, features, reliability, conformance, durability, serviceability, aesthetics, safety, and other perceptions. Quality is also considered a subjective term because each person’s definition of quality is different (Russell & Taylor III, 2014). Performance is measured by how the product works (does it work as advertised?). Performance in the service industry means prompt and accurate service (Garvin, 1987). Performance is a more objective dimension of quality because performance can be measured (Garvin, 1987). Features are the extra items added to the basic “model”. Features can include upgrading to leather seats in a new car, adding in the heated seat function to the vehicle as well, or ordering/purchasing a car with a sunroof. Reliability is a measurement of how the products operated under different conditions in an expected time frame. Computers, automobiles, and farming equipment need a high reliability rating due to what they are used for/needed for (Garvin, 1987). Conformance is the “degree to which a product meets pre-established standards” (Russell & Taylor III, 2014). Durability is the life span of the product (will it last 1 year or 10 years?). Durability also offers the idea that it is the amount of use a customer gets from a product before it breaks down and needs replaced (Garvin, 1987). Serviceability is the measurement of the ease of getting...
Words: 666 - Pages: 3
...Introduction Many organisations today use total quality management framework to improve their management and product continually to meet the customer requirement. Total quilty management is an approach that use to involve each person in the orgnasation and fixes the mistakes . (Talha, 2004) The aim of this essay is to evaluate, discuss and critically analyse the case study of coke and lewis laboratory on how developing the total quality systems in the organisation . The author will discuss the challenges that faced the organisation of setting up the two quality management system .Furthermore; it is going to choose a suitable system for coke and lewis laboratory. Back ground The company provides critical testing and calibration for the pharmaceutical and manufacturing industry in Europe and United Kingdom. It has good reputation because of its excellences equipments .However, because of the expansion and challenge of other organisation they decide to restructure the quality in each stage of their process .Moreover, they brought a consultant and use ‘top-down’ approach .the results of it was negative, so the company change to another plan which team working approach .However the second approaches show some successful but the company need to improve its quality. Evaluating of the two approaches The first strategy was Top-down approach. Is plan at the top level and to achieve the objectives of top management its come the objective for bottom level Peratec Ltd...
Words: 1828 - Pages: 8
...Quality Management In chapter one W. Edward Deming is the total quality pioneer that defined quality in his present day, which was over 50 years ago, however, his defining elements are basically the quality foundation that is practiced in today’s environment for quality with most major industry leading companies. Deming’s vision and philosophy along with the fundamental elements of quality that he defined made him a successful quality pioneer in the 1950’s. According to Deming he defined quality and its elements through common extractions taken from his quality pioneer book “Out of the Crisis.” Quality and its elements are defined as “A dynamic state associated with products, service, people, processes and environments that meet or exceeds expectations and helps produce superior value.” Deming believed that quality has many different criteria and that the criteria change continually, along with consumers valuing the various criteria differently, which creates the important opportunity to measure and re-measure the preferences of the consumers’ frequently. Deming understands the need to re-define the various and different consumers’ preferences and the need to re-measure them frequently was a unique perspective for his time. This unique perspective made him a quality pioneer and it is also one of the corner stones of the foundations that today’s quality is built upon and used in today’s quality definition. In today’s environment of fierce...
Words: 644 - Pages: 3
...Chad Holliday Quality Management Introduction MGT/449 June 19, 2012 Thomas McCarthy Quality Management Pioneers Companies have to implement processes and procedures to ensure a high service level and quality product. Companies also use an inspection process to find faults in products and continuing improvements. This is referred to as quality management. There are four key elements that make up quality management. The four processes of quality management are known as: quality planning, quality control, quality assurance and quality improvement. Each one of these processes has a factor in the quality management process. W. Edwards Deming is one of the founding fathers of what companies refer today as quality management. He is the most prominent and well known of the founding pioneers. Quality Management Quality management is made up of the four processes mentioned in the previous paragraph. The first part of the four is quality planning, this is the process a company uses to plan out the type of product that the corporation will produce and later put out onto the market for the consumer. The second part of the process is referred to and known as quality control. This is when a company reviews something to ensure validity and check for flaws in the product or process. For instance, in my company, the merchandisers who work in the field have to submit valid photos to get paid for the job that he or she does for our company. The company that employs these merchandisers...
Words: 753 - Pages: 4
...Quality Management and Excellence Taquenia Brown MGT/449 5/7/2012 Timothy Peters Quality Management What is quality? Quality can be defined as many different meanings. In business quality is defined as a state of being free from defects and deficiencies brought by consisted adhering to variable standards to achieve output that satisfies the customer (Business dictionary, 2011). Others may define quality as a measurement of standards and excellence any feature that makes something what it is: (your dictionary.com 1996). Regardless of the variations in definitions the main elements remain consistence. Quality is associated with specifications, standards, customers’ expectations, and the level of satisfaction. Quality is a concern that customers interpret when a positive or negative outlook about a service, knowledge, or product. Many elements can identify and determine quality for companies. Companies without superior expectations of quality will have unfavorable goods, service and products. Quality has been described as an issue that is involved in our everyday lives (Goetsch & David, 2010). Without quality individuals will be willing to accept or settle for anything in any condition. Standards would not be a factor because there would be none to adhere by. The highest quality is essential to achieve success in any business. To approach total quality companies need to enhance the competiveness by functioning to advance the quality of merchandise...
Words: 631 - Pages: 3
...201420-HAS-4383- Quality Improvement in Healthcare Dr. Jessica Sapp Eastern Florida State College August 3, 2014 Abstract Quality improvement is one of the most important topics within businesses for the past twenty years. This is mainly true for health care, as the debate continues on how our current American system should be restructured. The current health care reform is aimed at decreasing costs and guaranteeing access to all Americans. It cannot be allowed to put the quality of care at risk. Quality improvement has become the main element to strategic planning within the health care domain. A strategic concept can help save our healthcare business in more way than you think. This cannot be effectively applied unless quality improvement can be accurately defined, measured, evaluated, and monitored at all times. Through such analysis a hospital can choose how to narrow resources toward those quality improvement projects which will effect a customer’s perceptions of service quality the most. The purpose of this research paper is to establish a concept by which to approach the issue of quality improvement, define the numerous components of quality improvement that exist in health care, and understand how these elements will affect one another. Quality improvement is a hard topic to have success in within this century. I have chosen to speak to do my research on quality improvement within a hospital. Hospitals are always trying to improve their quality of service to...
Words: 1427 - Pages: 6
...Quality Management “It costs a lot to produce a bad product.” Norman Augustine Cost of quality 1. Prevention costs 2. Appraisal costs 3. Internal failure costs 4. External failure costs 5. Opportunity costs What is quality management all about? Try to manage all aspects of the organization in order to excel in all dimensions that are important to “customers” Two aspects of quality: features: more features that meet customer needs = higher quality freedom from trouble: fewer defects = higher quality What does Total Quality Management encompass? TQM is a management philosophy: • continuous improvement • leadership development • partnership development Cultural Alignment Customer Technical Tools (Process Analysis, SPC, QFD) Developing quality specifications Design Input Design quality Process Output Dimensions of quality Conformance quality Six Sigma Quality 6 • A philosophy and set of methods companies use to eliminate defects in their products and processes • Seeks to reduce variation in the processes that lead to product defects • The name “six sigma” refers to the variation that exists within plus or minus six standard deviations of the process outputs Six Sigma Quality Six Sigma Roadmap (DMAIC) Next Project Define Customers, Value, Problem Statement Scope, Timeline, Team Celebrate Project $ Primary/Secondary & OpEx Metrics Current Value Stream Map Measure Voice...
Words: 947 - Pages: 4
...|Total quality management implementation and competitive advantage: The role of structural control and exploration | |Thomas J Douglas, William Q Judge Jr. Academy of Management Journal. Briarcliff Manor: Feb 2001.Vol.44, Iss. 1; pg. 158, 12 pgs| | » | |Jump to full text [pic] | | | | | | » | |Translate document into: Spanish , Portuguese | | | [pic][pic][pic][pic] |Subjects: |[pic][pic][pic][pic][pic][pic][pic][pic]Studies, Total quality, Competitive advantage, Hypotheses, Correlation | | |analysis, Organization theory, Regression analysis | |Classification Codes |9190 United States, 9130 Experimental/theoretical, 2500 Organizational behavior | |Locations: |United States, US | |Author(s): |Thomas J Douglas [pic], William Q Judge Jr [pic]...
Words: 3512 - Pages: 15
...Quality Management Organizations Quality Management Organizations The process of quality management and implementation of quality management program is rather challenging and requires companies to reach to the outside of the company for resources to help. As a result of this, various companies have been able to build a staff and reputation so that they can help other companies achieve this goal. They have made this possible by the kind of services that they offer about quality management and implementation. The main purpose of this paper is to look at two companies that have ventured in the area of quality of quality management and the kind of services that they offer. These companies include American Quality Management based out of Montebello, California and Sustaining Edge Solutions based out of Phoenix, Arizona. American Quality Management American Quality Management of Montebello provides in helping organizations of all sizes to develop management systems that add a high level of strategic value. (American Quality Management, 2016) American Quality Management offers training that ranges from a root cause analysis, lean principles, value stream mapping and safety compliances. The also provide systems development implementation and training for quality systems such as ISO 9001. They have been in the quality management service industry for twenty-five years now and have a proven track record for successfully training companies in all facets of quality management...
Words: 470 - Pages: 2
...Quality Management Contents Introduction 1 1… 1 2…. 1 3…. 1 4… 1 5… 1 Conclusion: 1 Reference: 2 Introduction The term Quality management in business determines the quality of products or goods that produced in any business organization for the customers and that is why it is vital for any kind of business or service organization. Quality management emphasis on the ways those are used in improving and controlling quality. Quality control management intended to identify and prevent products those contains faults from reaching customers. Since the foundation of Toyota, it has been successfully carried out its quality control activities in a steadfast manner and it results in the top ratings from their customers. Toyota uses some key principles to maintain their quality control management system and those principles are such as, 'Customer First', 'Quality First' Go & see at the scene', and these principles were established and imposed when the Toyota company was founded. TASK 1 Concepts of quality of Toyota Automobile Company and discussion over ‘what drives Toyota to meet their customer requirements and quality.’ The improvement of products and work quality in the production and distribution by listening to "Voice of the customer" is the core concept behind Toyota's quality control activities. When there was a merger between the ‘Toyota Motor Co., Ltd’ and ‘Toyota Motor Sales Co...
Words: 3321 - Pages: 14
...Quality Management Organizations MGT/420 June 9, 2014 Organization's today benefit from implementing a quailty management program. A quality management program would look at the whole organization. The TQM looks at what is important to the customer. It focuses on how to continue to improve, improve in leadership, and partnership development. This paper focuses on the Sony Coroporation, and Honda . The total management program has helped both companies to thrive and succeed. Sony Coroporation is trying out a new quality management system. At Sony, the company is trying to improve the quality of the products and services. Sony is working hard on improving products as a whole and countines to improve the safety of them as well. The company will benefit from a quality management program by providing quicker reaponses to customer's product issues and concerns ("Sony", 2013). By implementing a TQM program , this will stregthen the relationship between the customers and Sony. Sony will review the customers feedback so that the company can better serve the consumer and the quality of the products. Sony sell products such as Blu-ray Disc recorders and players("Sony", 2013). By utilizing the customers feedback on the products to the customers complaints. Sony Coroporation is striving for improving the quality, safety and long-term reliabilty of the products. Honda is known for the quality of their products. Honda implementing the (G-HOS) which menas...
Words: 412 - Pages: 2
...QUALITY MANAGEMENT Man-20053 Operations and Quality Management Service Management Challenges Student number: 13024107 Word account: 1823 Introduction With the development of the economy, people are paying more and more attention to quality. Within operations, ‘quality conformance means consistently delivering services and products in line with their design specifications which, in turn, reflects customer needs’ (Hill and Hill, 2012). There are many different kinds of quality. The economic environment is constantly changing, and forty years ago, manufacturing was of major importance to the total economy. However, the service sector is now the dominant employer and a major driver of economic growth. Approximately 70% of economic activity comes from the service sector (Beckford, 2010). As a result, the quality of service is becoming more essential in a company’s ability to maintain profitability and continued success in business. According to Kelemen, ‘Service managers face different challenges as compared with production managers.’ Service managers face more challenges because of the increasing importance of the service sector. Efficient quality management can help organisations to attract new customers and to retain former customers. It is hard to describe what good quality actually is. David Garvin (1984) listed eight dimensions of good quality: 1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived...
Words: 1994 - Pages: 8
...continuously identifying industry trends” (University of Phoenix, 2009). A quality management system would meet the needs of Hartman Industry’s focus and provide organizational improvement. This paper discusses the quality management system for organizational improvement and summarizes the requirements for that system. The industry’s benefits of this quality system are clearly defined as well as the variation identified in the as-is flow chart. This paper also details the implementation plan and quality tools used for identifying and reducing process variability. Quality Improvement Implementation A total quality improvement plan for Hartman Industry’s LLC, will allow the industry to continue to maintain the position of industry leader. “Attention to detail, extreme precision, and high quality control standards are the hallmarks of Hartman Industry’s” (University of Phoenix, 2009). Hartman Industry’s has found success by focusing on improvement in the area of research and development and the organizations ISO 9000 standards and Six Sigma processes. The industry plans to continue to improve its quality management system and develop and implement the requirements for that system. Quality Management System Hartman Industry’s LLC, has strived to be a top notch leader in researching, developing, and manufacturing plastic injection molding. Hartman also realizes that it must continue to provide quality products and services to maintain...
Words: 2408 - Pages: 10
...Examination Paper of Quality Management IIBM Institute of Business Management Examination Paper MM.100 Total Quality Management Section A: Objective Type & Short Questions (30 Marks) This section consists of Multiple Choice & Short Notes type questions. Answer all the questions. Part One carries 1 mark each & Part Two carries 4 marks each. Part One: Multiple Choices: 1. Which of the following techniques is used by quality Control Circles? a. Brainstorming b. Pareto Analysis c. Check Sheets d. All of the above 2. It is a means of getting a large number of ideas from a group of people in a very short time. a. Brainstorming b. Pareto Analysis c. Check Sheets d. None 3. Cause and effect diagram is an investigation tool. This is also called_____________ a. Ishikawa b. Histogram c. Both (a) & (b) d. None 4. SPC stands for______________ a. Statistical Progress Control b. Statistical Process Control c. Statistical Planning Control d. None 5. DMAIC stands for____________ 6. It is a structured process to design products and services based on the customers‟ needs. a. Quality Function Development b. Quality Function deployment c. Information 1 IIBM Institute of Business Management Examination Paper of Quality Management d. None 7. Six Sigma is a business management strategy originally developed by___________ a. Motorola b. Toyota c. Wipro d. None 8. The basic plan-do-study-act (PDSA) cycle was first developed by a. Deming b. Shewhart ...
Words: 5851 - Pages: 24
