...Case Study: Cisco Systems Cisco systems has developed a quality approach to satisfy his customers. The approach is published at: http://www.cisco.com/web/about/ac50/ac208/about_cisco_approach_to_quality_customer_success.html# customer needs Approach to Quality Executive Message |Dedication to customer success is a core value that affects everything Cisco does. We recognize that we must earn the right every day to continue to | |serve our customers. It is this understanding that drives our belief that Cisco's quality mission includes building and maintaining strong customer | |relationships and customer listening systems that in turn arm us with information to drive behaviors and change that increases customer value in our | |products, support and systems. Cisco's customer focus culture permeates every layer of the company, from CEO John Chambers to each individual | |contributor. | | | |Customer satisfaction is so important at Cisco that it is a direct and explicit component of employee compensation. We set yearly business objectives | |around customer satisfaction goals and initiatives. ...
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...Quality Management Systems Introduction An organisation will benefit from establishing an effective quality management system (QMS). The cornerstone of a quality organisation is the concept of the customer and supplier working together for their mutual benefit. For this to become effective, the customer-supplier interfaces must extend into, and outside of, the organisation, beyond the immediate customers and suppliers. A QMS can be defined as: “A set of co-ordinated activities to direct and control an organisation in order to continually improve the effectiveness and efficiency of its performance.” These activities interact and are affected by being in the system, so the isolation and study of each one in detail will not necessarily lead to an understanding of the system as a whole. The main thrust of a QMS is in defining the processes, which will result in the production of quality products and services, rather than in detecting defective products or services after they have been produced. The benefits of a QMS A fully documented QMS will ensure that two important requirements are met: • The customers’ requirements – confidence in the ability of the organisation to deliver the desired product and service consistently meeting their needs and expectations. • The organisation’s requirements – both internally and externally, and at an optimum cost with efficient use of the available resources – materials, human, technology and information. These requirements can only be truly met...
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...A STRATEGIC ANALYSIS OF FARIDABAD METAL UDYOG PVT LTD A STRATEGIC ANALYSIS OF FARIDABAD METAL UDYOG PVT LTD ------------------------------------------------- SUBMITTED BY:- ------------------------------------------------- HARSHITA VERMA () ------------------------------------------------- ISHITA BHUYAN (12810038) ------------------------------------------------- NIKHIL () ------------------------------------------------- JYOTI NALKHALIYA () ------------------------------------------------- KARUN SETHI () ------------------------------------------------- KAMAL DEEP () ------------------------------------------------- ------------------------------------------------- SUBMITTED BY:- ------------------------------------------------- HARSHITA VERMA () ------------------------------------------------- ISHITA BHUYAN (12810038) ------------------------------------------------- NIKHIL () ------------------------------------------------- JYOTI NALKHALIYA () ------------------------------------------------- KARUN SETHI () ------------------------------------------------- KAMAL DEEP () ------------------------------------------------- Contents INTRODUCTION FARIDABAD METAL UDYOG PVT LTD is largely into manufacturing of high quality LPG cylinders. The main focus is being committed to customer satisfaction adhering to the highest standards of quality. Faridabad...
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...An organization will benefit from establishing an effective process management tool. Process management is the assembling of activities, planning, and monitoring the performance of a process. The cornerstone of an effective process management tool is the concept of reporting and improving processes with the goal of meeting consumers requirement and profitably. For a process to become effective, management must meet customer satisfaction and profitably that interfaces and extend into, and outside, the organization, beyond the immediate customers and profitability goals. The focus of this paper is improving process management at Hartman Industries, LLC. The process management that needs improvement is the company’s flowchart. Within this paper the team will also summarize, explain, and define process management as it relates to the company’s flowchart. The team will also present an implementation plan for the chosen quality improvement process and an example of the quality tools use for reducing process variability. “Companies are often in search of ways to provide a high-quality product at a reasonable price” (Kömrcü & Şahin, 2012, p. 484). Improving quality is a topic for companies small and large because producing a quality product greatly affects the survival of companies. Companies use various methodology and tools to improve quality. Hartman Industries use a flowchart as a visual representation for the company’s production process. Each step in the flowchart represents...
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...Pittsburgh Headquarters 105 Bradford Road Suite 400 Wexford, PA 15090 724.934.9000 724.935.6825 Fax info@SRIRegistrar.com www.SRIRegistrar.com Six Sigma, ISO 9001 and Baldrige Many organizations ask “How Do these programs, processes and standards support each other?” These initiatives are not mutually exclusive, in fact, understanding and applying all, some or part can greatly improve your business performance. The following is an overview of how they work together. What is Six Sigma? Six Sigma is a statistically-based process that strengthens organizational capacity for ongoing process improvement. “Six Sigma” or “six standards of deviation” aims to reduce defects to a rate of 3.4 defects per million defect opportunities by identifying and eliminating causes of variation in business processes. In defining defects or errors, Six Sigma focuses on developing a clear understanding of customer requirements and is therefore very customer focused. The DMAIC Methodology. The Six Sigma process is based on a concept called DMAIC: • Define – clearly identify the problem, the requirements of the project and objectives of the project • Measure – to fully understand the current performance • Analyze – the measurements collected to determine and validate the root cause(s) • Improve – developing ideas to remove the root causes of variation and implement the solutions • Control – to establish standard measures to maintain performance and to correct problems as needed Motorola invented this...
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...ISO'9000 1. Is your company ISO 9000 certified?---No' it is not. 2. In your opinion, what are the benefits of being ISO 9000 certified (you should be able to list,and discuss at least 5 benefits)?----As'you knowo the ISO was started in 1947 when 25 countries met in London to define industry-wide standardization for the manufacture and supply of products, testing/analysis and coflrmon terminology used in these fields, that begins a foundation of the trade and transfer of technology. A) While leveling the playing field so countries can easily trade overseas easier, companies are free to compete in more worldwide markets. This allows companies access to territories previously adrnonished for political reasons (American companies doing business in Vietnam, for example), while bridging the needs of business into the new millennium. B) At its core the ISO in conjunction with organizations the WTO, promotes a global trading systern strength. The WTO instituted the Technical Barriers to Trade (TBT)' which includes a Code of Good practice for the Preparation, Adoption and Application of Standards: simply-put, the Code recognizes the efficient improvement of production in international trade AND, encourages standardizing bodies to use ihem for the standards they develop. C) Another advantage is product reliability from other countries. Think about it, in terms of quality and safety you can rest easier knowing that the product quality will be the same or better than a competing US...
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...| | | SUPPLY CHAIN MANAGEMENT Name: Kerry Laird Submission Date: 10th March 2014 Lecturer: Paul Tracey | | | | Table of Content Item Page Introduction 2 What is ISO 9001 - Quality management system........................................2 ISO 9001:2008…………………………………………….........................2 The Concept of Quality Management……………..…………………...….3 The major clauses and sub-clause are:…....………….…………………....4 Quality Management Principles:…………………………………………..5 Audits, reviews and assessments…………………………………………..6 Single-Loop Learning Model……………………………………………...6 Double-Loop Leaning Model………………………………………….......7 References………………………………………………………………....8 Appendix…………………………………………………………………..8 Assess how a quality management system standard is supposed to work to aid the relationship or relationships between a buying organisation and its supplying organisations. Introduction Any organisation can benefit from implementing an effective quality management system. The foundation of a quality organisation is the concept of the customer and supplier working together for their own benefit of receiving the end product in the way in which they want the product to be. For this to be effective, the customer-supplier interfaces must extend internally and externally in the organisation. What is ISO 9001 - Quality management system? The ISO 9001 addresses certain aspects of quality management...
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...elements must be noticed, generally, immaterial things such as durability, price (value for money), after-sales services, and image … Quality is something subjective and objective in the same time. Some elements are objective and can be appreciated in the same way by everybody (material components, high technology for example). In the other hand, some elements can be appreciated in a personal way (peculiar to personal values, to personal point of view …). The Quality Management System (QMS) is based on the quality concept. It’s a system organized by companies to reach quality objectives. The QMS aims to improve results and performance of a company. This system is made by values and standards specific to the company or not. For example, ISO 9000 standards must be included in the QMS of companies. The QMS concerns all company’s departments but each department has generally the control of its QMS. This system belongs to the global company strategy. The two main goals of the QMS are: guarantee quality product and satisfy the customers. The execution of a good QMS corresponds to five simple actions: planning, doing, checking and adjusting. The interest of a good QMS is : to ameliorate the turnover and to create value. The QMS of L’Oréal aim to guarantee a perfect quality from products conception until products distribution in stores. The QMS create control processes which permit to make sure that the product is a quality product. These controls processes are done at each stage of...
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...2.1 Management Commitment to quality- * Top Management need to commit to quality they need to demonstrate that they are serious and show their commitment trough action. * Top Management needs to set up a quality policy that they believe in and needs to encompass it in all departments of the organization. * Top Management should accept their responsibility and commitment to the quality policy and show their commitment. * The middle management has to grasp the concept and the principles as they will be explaining the principles to the people whom they are responsible for. Middle management need to ensure that their own commitment is communicated. * Controls, systems and Techniques are important, but not a primary requirement, it is an attitude of mind based on pride in the job and teamwork, this requires total commitment from Management. * Management needs to extend this to all employees at all levels and in all departments. * Management should be dedicated to regular improvement. * Top Management should show their commitment trough supporting the principles they will ensure that effort and achievement of their employees obtain recognition, attention and reward. * Managements will be developing a Quality Policy that is sound with all the fundamental requirements. 2.1 The Quality Policy requirements. * Identify the Customers needs (Including Perception). * Fully understand the customer’s requirements, lead time and...
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...ISO 9000 or TQM Since its birth in 1987, ISO 9000 has been successfully providing quality standards throughout the world, constantly changing and improving in-keeping with the ever-evolving business environment. ISO 9000 as a whole is comprised of 3 major components or sub-systems, which are all responsible for different task groups of quality management: ISO 900:2000 is a guidance document that is designed to standardize terminology and make it easier to conduct business on the global scale. ISO 9001:2000 sets the quality requirement for quality management systems in a wide range of venues and enterprises. ISO 9004:2000 provides guidelines for continuous performance and quality improvement of an already mature business system. Even though ISO 9000 and all of its comonents are heavily intertwined within each other, they are still considered separate systems, or rather, TQM is a much more basic and quite a bit older system that served as a predecessor to the internationally accepted ISO 9000. In many cases TQM serves as the base for the implementation of ISO 9000, which makes for a much smoother transition to its rigorous quality requirements. One component of ISO 9000 quality system, which I believe most closely derived from TQM is 9004:2000, taking even its most basic principle of continuous quality improvement into consideration, it seeks to emphasize the Total Quality Management principle when dealing with the aspects of quality that involve people. Even though this...
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...SECTION B New Product development is a crucial part of business. A company needs continuous innovation in order to protect its market share and support growth. It also has a great impact on operations, since it determines the specifications for the product. Likewise, operations can constrain a firm’s ability to develop new products and make them more costly to produce. As a result, operations should be deeply involved in new-product development. THE NPD process is often specified as having three phases: Concept development, Product Design and Pilot Production/Testing. Products should be designed from the start for manufacturability. This is done by considering design of the production process as part of product design and utilizing a concurrent engineering approach. Concurrent engineering, uses overlapping phases for product design rather than a sequential approach. This will work well if an NPD team is formed with representation from all major functions (marketing, engineering, operations, and finance&accounting) to ensure cross functional integration. Concurrent engineering also works best if paired with a design oriented NPD strategy. This type of strategy as illustrated below builds on the consumer’s needs – a competitive advantage by means of staying ahead of competitors because the customer’s needs are accurately read and acted upon through the creation of new products. Inventory management is a key operations responsibility because it greatly affects...
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...A case Analysis for “Does this milk shake taste funny?? “ For RKC MBA, Unit # 1, Assignment # 3 Class #442 - MBA 57597 - Organisational Behaviour Analysis: There are four things / persons involved in this situation; we must go thru all these characters. 1) Paul 2) George 3) The Eastern Dairy company 4) The Union & Colleagues Paul has taken the head of operators / production for the night shift. The other operators are following for the plan and production even though he is in the same position with others. His main objective is to produce at any quality and clean up the pipes before end of the shift George looks a social person & friendly nature with other colleagues. This nature he might have been learnt from local teenage gathering place ( a drive in restaurant)). He is a loving nature person (We come to know from his romance with Cathey). His family looks old convention & tradition family. He is not high achiever, is not interested in the studies even his parents are ready to support. He took menial jobs in the past summers and not a challenging job. He took Eastern Dairy job for money that he needs for dating & for car (physiological & social needs).He likes excitement and challenge, as we can see that he has interest in Hot Cars. Eastern Dairy company looks a good pay master (with this many employees may stick to longer years by motivated with good pay scale). The company has given a free hand to the night shift operators, no manager for the night shift. The day shift...
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...Process Design for Riordan Manufacturing Joshua Kas-Osoka OPS571 July 6, 2010 Introduction Riordan Manufacturing’s owns three plants: Albany, GA where plastic bottles are produced; Pontiac, MI where it handles the company’s custom plastic fabrication, and Hangzhou, China that currently operates a decentralized unit of the organization producing electric fans. When creating a process design for Riordan’s fan production operation, it is important to create a holistic production system that addresses several different aspects of production, including total quality management, material requirements planning (MRP), process design, supply chain considerations such as just-in-time manufacturing and Six Sigma, accurate forecasting methods, and a means of implementing change. Total Quality Management One of Riordan’s principal focuses, as outlined in its mission statement, is on lean Six Sigma (University, 2002). Six Sigma emphasizes fast delivery and minimizing costs, while delivering the highest quality products to customers (George, 2004). The needs of the customer drive everything under Six Sigma and the determination of what exactly the customer wants and what is relevant to the customer leads to process improvement. Studying production data and process workflow improves process and delivery speed, which in turn improves customer relations and increases profitability (George, 2004). Riordan’s Six Sigma projects should always start by studying what their consumer’s want...
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...Quality Management for Organizational Excellence Name University of Phoenix MGT 449 Quality Management for Organizational Excellence “Quality Textiles International is an organization that weaves fabric and prepares the required sheet lengths as desired by customers. They have received recent complaints the fabric weight, measured in ounces per square inch, is not meeting customer requirements, which are very close to the control limits. Quality Textiles International’s quality assurance department checks the fabric weight on a regular basis and knows their process for fabric weight has a mean of 2.73 oz/in2 and a standard deviation of 0.31” (University of Phoenix, n.d., para. 1). 1.0 Histogram A graphical representation, which shows a visual impression and illustration of the data is known as a histogram. The plotted data and the values are arranged by the histogram in a regular manner like a graph. A histogram is quite easy to use and understand and by using a histogram representing difficult and lengthy calculations can be summarized very easily and accurately. A histogram is quite easy to read as well and requires little time to understand the histogram. 2.0 When should a person use a Histogram? When a person is uncertain what to do with a large set of measurements offered in a table, a person can use a histogram to categorize and show the data in a more user friendly layout. A histogram will make it simple to see wherever the bulk of values fall...
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...Cignet: Process Gone Wrong Cignet: Process Gone Wrong Cignet Plastics Corporation is a major and favored producer of plastic die casts for model airplane. Recently the company has experienced troubles in production regarding the quality and amount of defects that have been produced. Quality assurance has shown, through process audits, that there has been no change in the system process. Quality assurance also suggests that the defects may be due to variations in the process but are not sure what they might be. The president of the company does not understand the findings of quality assurance and wants to overhaul the entire process to reduce defects. Unfortunately, an overhaul would be very expensive and if it is a variation it may not fix the problem. In this essay one will explore the main cause of the defects. One will also become aware of some of the quality management tools that can be used to present data so that the defects can be fixed. Also one will learn why it is important for managers to employ process thinking in order to fix quality issues. The first issue that must be completed is letting the president know that an overhaul of the current process may be expensive and timely. I would tell the president, “An overhaul of the entire system to fix the defects may prove to be expensive and timely. It is my belief, through the audits of quality assurance, that there may be issue with variations in the process. What this means is that there may be one issue in the...
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