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Total Quality Management Analysis for Pinewood

In: Business and Management

Submitted By charlesmentzis
Words 4710
Pages 19
Total Quality Managemen t Cost of Quality: Pinewood
By:
Oana Pirtan
Charles Mentzis Tong Xie
Mubarak Tiibaa Daniel Hummelsund

EXECUTIVE SUMMARY
This group report examines Pinewood Technologies PLC’s cost of quality. Pinewood offer a dealer management system (DMS) called Pinnacle to retailers in automotive industry, offering a wide range of features integrated in one software.
We have examined Pinewood’s cost of quality by following the Six Sigma framework DMAIC, utilising Project Charter, Cause and Effect Diagram, 5 Whys and Affinity Diagram. To start off the project we spent the first day at their offices, where we were given an induction talk by Tim Barney, Pinewood’s quality leader. After the meeting we received a comprehensive set of data comprising details of their business, allowing us to start our analysis.
Firstly we created a Project Charter to define our project and Pinewood’s problem, which we would investigate. Further on, the Cause and Effect Diagram was used to identify possible factors causing increased quality costs. At this stage we received the data from Tim Barney, but this was initially really hard to analyse as it only gave us an overview. However, by applying the 5 Whys analysis we managed to go beneath the data and find the root causes for why Pinewood experienced a high volume of support issues. After the 5 Whys analysis we applied the Affinity Diagram which allowed us to organise and categorise all of Pinewood’s barriers to quality, and to discover their key barriers: limited communication, limited staff to accommodate their increasing demand and an overcomplicated software. Our recommendations derives from these findings; implement a horizontal communication within their business, improve the external communications and increase staff to accommodate the increasing demand.
The analysis has been limited due to our limited...

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