Project Copy
STEPS UNDERTAKEN BY SONY CORP TO ACHIEVE AND MAINTAIN HIGH LEVEL OF QUALITY
TABLE OF CONTENTS
ACKNOWLEDGEMENTS 3
EXECUTIVE SUMMARY 4
OBJECTIVES 5
RESEARCH METHODOLOGY 6
Primary sources 6
Secondary sources 6
QUALITY MANAGEMENT 7
SONY CORPORATION 9
TECHNIQUES UNDERTAKEN BY SONY FOR QUALITY MANAGEMENT 11
QUALITY MANAGEMENT SYSTEM MEASURES 11
ROLE OF CONSUMER FEEDBACK 13
INITIATIVES AIMED AT IMPROVING THE QUALITY, SAFETY AND LONG-TERM RELIABILITY OF PRODUCTS 16
RESPONSES TO QUALITY ISSUES 17
CONSUMER FEEDBACK AND INDUSTRY RECOGNITION 19
RECOMMENDATIONS 21
ANALYSIS AND CONCLUTION 22
BIBLIOGRAPHY 23
QUALITY MANAGEMENT
Quality control is an industrial management technique by means of which product of uniform acceptable quality is manufactured. Various factors like men, material, machines, manufactures conditions, market research, investment capability, management policy etc affect the quality of products being produced. The basic objective of quality control is to set a standard that is easily acceptable, check any variation from this standard and to prevent poor quality products reaching to customer.1
Most quality management systems are designed with customers’ satisfaction in mind. It is the procedures, processes, organization, and resources that are needed to keep the organization focused on its goals and the activities it puts in place to achieve its goals. Often these techniques lead to higher levels of customer satisfaction because organizations have developed products, services and programs that not only please customers, but also ensured the consistent delivery of what it promised.2
There are eight quality management principles on which the quality management system standards of the ISO 9000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts. These eight principles are
TABLE OF CONTENTS
ACKNOWLEDGEMENTS 3
EXECUTIVE SUMMARY 4
OBJECTIVES 5
RESEARCH METHODOLOGY 6
Primary sources 6
Secondary sources 6
QUALITY MANAGEMENT 7
SONY CORPORATION 9
TECHNIQUES UNDERTAKEN BY SONY FOR QUALITY MANAGEMENT 11
QUALITY MANAGEMENT SYSTEM MEASURES 11
ROLE OF CONSUMER FEEDBACK 13
INITIATIVES AIMED AT IMPROVING THE QUALITY, SAFETY AND LONG-TERM RELIABILITY OF PRODUCTS 16
RESPONSES TO QUALITY ISSUES 17
CONSUMER FEEDBACK AND INDUSTRY RECOGNITION 19
RECOMMENDATIONS 21
ANALYSIS AND CONCLUTION 22
BIBLIOGRAPHY 23
QUALITY MANAGEMENT
Quality control is an industrial management technique by means of which product of uniform acceptable quality is manufactured. Various factors like men, material, machines, manufactures conditions, market research, investment capability, management policy etc affect the quality of products being produced. The basic objective of quality control is to set a standard that is easily acceptable, check any variation from this standard and to prevent poor quality products reaching to customer.1
Most quality management systems are designed with customers’ satisfaction in mind. It is the procedures, processes, organization, and resources that are needed to keep the organization focused on its goals and the activities it puts in place to achieve its goals. Often these techniques lead to higher levels of customer satisfaction because organizations have developed products, services and programs that not only please customers, but also ensured the consistent delivery of what it promised.2
There are eight quality management principles on which the quality management system standards of the ISO 9000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts. These eight principles are
Bibliography: Primary sources 1. CSR report of Sony issued in the Annual report 2. Telephonic interaction with Mr. Dheraj Tiwari, Manager, Sony Chandigarh office. <http://www.sony.net/SonyInfo/csr_report/quality/index.html> Secondary sources 1. Total Quality Management by NVR Naidu, KM Babu, G Rajendra 2. Article on quality management principles < http://thethrivingsmallbusiness.com/12-steps-to-implementing-a-quality-management-system/> 3. Article on quality management systems < http://www.iso.org/iso/qmp_2012.pdf> 4. Article on brand rankings http://www.rankingthebrands.com/Brand-detail.aspx?brandID=127 5. Sony History <http://web.archive.org/web/20061128064313/http://www.sony.net/Fun/SH/1-1/h2.html>