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
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