QPMT: Quality and Total Quality Management

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Table of Contents
1.Introduction1
1.1.Quality and Total Quality Management1
2.Company Background2
2.1.JEEVES PLC2
2.2.Company product4
2.3.Production Process4
2.4.Factory Layout6
3.Problems and Root Cause Definition7
3.1.Problems in the Production Process7
3.1.1.Precision Jointing7
3.1.2.Adhesive Applicators & Component Sub-assembly10
3.2.Employee Problems12
3.3.Complains and Warranty Claims13
3.4.Quality Cost & Productivity Effort15
3.4.1.Productivity Effort15
4.Solution Suggestion & Problem Solving16
4.1.Quality Management16
4.1.1.Quality Planning & Assurance17
4.2.Production Process Solutions17
4.2.1.Precision Jointing17
4.2.2.Adhesive Applicators17
4.2.3.Component Assembly and Sub Assembly18
4.3.Complaints and Warranty Claims18
4.4.Employee Problems18
5.Conclusion and Recommendation19
References20

1. Introduction
2.1. Quality and Total Quality Management
The term quality has comparative definitions. According to ISO “the totality characteristics and features of a product or service which bear on its ability to satisfy and exceed the expectation of the customers or satisfy implied needs” (Mangion, 2008). Quality comprises attributes such as compatibility, reliability, usability and maintainability. For any kind of business, satisfying customers through high quality product and services plays an important role in its sustainability. Total Quality Management (TQM) is an approach seeking to improve the quality of the product and the performance of the organization which can meet or exceed customer expectation. This is obtainable by integrating all quality related functions and processes throughout the organizations. By taking into account all quality measurements, total quality management seeks to improve the quality and performance by involving all members of the organization. Through implementing planned strategies and efficient communication, total quality management integrates the quality rules into corporate culture and its activities. Quality management in the context of project includes processes of operating organization that insures quality policies, objectives as well as responsibilities which they in return fulfils the needs of undertaken projects. The phases in project quality management include; quality planning, quality assurance and quality control. All the mentioned phases need to be integrated and be communicated throughout the process, so that the product of the project can be managed effectively. According to quality management system standards (ISO 9000:2000 and 9000:2008), there are eight principles for quality management. These principles are namely; Customer Focus, Leadership, People Involvement, Process Approach, System Approach to Management, Continual Involvement, Factual Approach to Decision Making and mutually beneficial Superior Leadership (Howard & Gitlow, 2004).

2. Company Background
3.2. JEEVES PLC
The company is called JEEVES PLC, manufacturing and selling an electric consumer durable product in the category of the domestic robot with human appearance. The purpose of designing and producing such robot was to accomplish wide range of domestic tasks. The organizational chart consists of Nine (9) departments or parts (Figure 2.1). At the top of the hierarchy there is the production director, follows by purchasing manager, chief inspector, works manager, and production control manager whereby the works are subset of the production director. The company operates using three different shifts whereby after every 8 hours the new shift is replaced with the previous one. Production wise, the assembly line includes steps namely; cutting, pressing, jointing, cleaning and spraying, general machining, back assembly, head assembly, front assembly, arm assembly, leg assembly, adhesives, final assembly, and software installation. Each...
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