Quality Management

Topics: Six Sigma, Management, Quality Pages: 5 (1536 words) Published: June 25, 2013
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QUALITY MANAGEMENT
MID TERM EXAM

Question You are a project management consultant assigned to a small manufacturing firm that has been experiencing a myriad of problems. After conducting interviews and fact-finding with key managers, you have observed the following:

•Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share •Customer complaints have reached an all time high
•Employee morale is at an all time low
•The company has no formal quality program in place
•No employee training program exists
•High employee turnover continues unabated
•Non-conformance costs are skyrocketing

After analyzing your data, you are now prepared to present your findings to the company CEO. Discuss ten quality management improvement initiatives you would recommend, including quality tools to improve company poor performance.

Note: To receive maximum credit, your response must be comprehensive.

Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share

Solution:

First of all, it`s necessary to identify customers. Once it`s done, customer feedback needs to be gathered. Furthermore, customers` requirements must be collected, analyzed, and understood. The company must acknowledge their apparent customers such as the intermediate customers in upper management that make decisions on “X”`s future direction, the internal customers who are functional managers and employees interacting along the assembly, i.e. The next person in the process, and the external customers who buy its product. It must also recognize each of its invisible customers such as the governmental and environmental agencies that have fined the company for non-compliance so frequently in the past year. Ignoring them will continue to negatively impact revenue. Internally, “X” must interview all stakeholders as part of all project, program and portfolio planning to ensure undertakings are crafted to meet their expectations and the objectives of the company. External customer requirements may be gathered and transformed into specific, actionable process improvements using quality function deployment, a well- structured product development process which dictates what the market requires into a program to create, manufacture, and deliver it. However, teams should collaborate to arrive at a common understanding of the customer needs and determine the appropriate technical requirement of each stage. As soon as customer expectations are met, customer satisfaction will improve, resulting in a take-back of market share and an increase in revenue.

Customer complaints have reached an all time high

Solution:
At first “X” company has to conduct a SWOT analysis, which provides data for an organization to create strategic plans, appropriating resources and developing tools or actions to bring about continued success to analyze the organization. Once the SWOT analysis has been completed, the organization is able to create the mission and vision statements. In addition to what was said before, customer satisfaction should be one of if not the main objectives. To understand the level of customers’ satisfaction, and desires “X” should implement surveys called “customer satisfaction survey.” These surveys will be sent to new and old customers during certain times a year. E-mail surveys also have to be provided for all customers. The surveys will be voluntary and, however many passionate customers gladly initiate the completion to offer their opinion. “X” also shall offer customer feedback options through different sources such as email, phone, mail, store, and social networks such as Facebook. With the different means of contact the organization will be able to bring in many opinions, complaints, and suggestions from their most prized company position, their customers. These different tools and methods of contact have to be established to...
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