Management Case Study

Quality Management Case Study (Assignment 1)

CE00783-M : Quality & Project Management for Technology

JAYASOORIYA, SAVEEN MANILKA BANDARA

Reg. No: 09003656 th Date: 26 April 2010

Tutor: Dave Link
Faculty of Computer Engineering and Technology K215 Beacon Building Staffordshire University

CE00783-M

Quality Management Case Study (Assignment 1)

CONTENTS 1. Introduction
1.1 Total Quality Management 1.2 Aims and Objectives

2. Background
2.1 Organization 2.2 Product 2.3 Production process

3. Problems and Causes
3.1 Problems in Production process
3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 Precision jointing Component assembly Adhesive applicators Component subassembly Painting

3.2 Quality Costs 3.3 Problems with employees 3.4 Complaints and Warranty and claims

4. Solutions for JEEVES PLC
4.1 Solutions for problems in production process
4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 Precision jointing Component assembly Adhesive applicators Component subassembly Painting

4.2 Solutions to Quality costs 4.3 Solutions to problems with employees 4.4 Solutions to Complaints Warranty and Claims

5. Conclusions 6. Bibliography

Staffordshire University

Page 2

09003656

CE00783-M

Quality Management Case Study (Assignment 1)

1. INTRODUCTION
1.1 TOTAL QUALITY MANAGEMENT (TQM)
Quality is a concept which is based on ones ideas and opinions rather than facts and hence is very hard to define. Simply quality is conformance to requirement as agreed with the customer. Since quality is appraised by the customer, it is very important in maintaining customer satisfaction as it is the key objective in any business. Total Quality Management is a philosophy with great scope which helps to sell the product by considering all perspectives of a company. By constraining to Total Quality Management, a company would be more stabilized in its sales as continuous improvement in quality of the product is manifested. By applying the concept of Total Quality Management to