...Josel E. Erfe 44581577 Mgmt 5 – Summer 2008: Session I Case Study 2: Cranston Nissan 1. Categorize the quality problems in the case. Mr. Monahan came brought his car for boy work and ended up with numerous mechanical problems. Quality problems in this case include: • Reliability – Although Cranston Nissan was able to fix the original problem, Mr. Monahan ended up with other problems. This entails having to do more work in the car. Reliability decreases with the management’s attitude towards the situation. He could not rely on their (Cranston Nissan’s Service Department) word. They were unable to deliver the car on time, they tried to pass a problem they had caused to the customer, and they billed the customer for something they had told him he would not be billed for. To add to how unreliable they had been, they kept breaking something new every time they try to fix a previous problem. • Serviceability – It seems that every new problem in his car is a result of fixing and old problem, or incorrectly handling the original problem. There seems to be a chain or a connection between each mechanical part which decreases the serviceability of the car (this may be proved or disproved by looking into how the car was engineered). Another dimension of this is their possible lack of capability to get the job done correctly, i.e. without creating a new problem. As they create one problem after another, their serviceability decreases...
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...Total Quality Management IINDIVIDUAL ASSIGNMENT - CASE STUDY – CRANSTON NISSAN (15 %). Steve Jackson, General Manager of Cranston Nissan, slowly sifted through his usual Monday morning stack of mail. The following letter was one he would not soon forget. Dear Mr. Jackson: I am writing this letter so that you will be aware of a nightmare I experienced recently regarding the repair of my 300 ZX in your body shop and subsequently in your service department. I will detail the events in chronological orders AUGUST 28 I dropped the car off for repair of rust damage in the following areas: Roof – along the top of the windshield area Left rocker panel – under driver’s door Left quarter panel – near end of bumper Rear body panel – under license plate I was told it would take three or four days SEPTEMBER 1 I call to inquire about the status of the car, since this was the fifth day the care was in the shop. I was told that I could pick up the car anytime after 2.P.M my wife and I arrived at 5. P.M. The car was still not ready. In the meantime I paid the bill of $ 443.17 and waited. At 6 P.M. the car was driven up dripping wet (presumably from a wash to make it look good). I got into the car and noticed the courtesy light in the driver’s door would not turn off when the door was closed. I asked for help, and Jim Boyd, body shop manager, could not figure what was wrong. His solution was to remove the bulb and have me return after the Labor Day holiday to have the mechanic looks...
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...Version 0.99 University of Illinois at Urbana-Champaign College of Commerce and Business Administration BADM 467 - Process Management Summer 2003 Dilip Chhajed Nick Petruzzi chhajed@uiuc.edu petruzzi@uiuc.edu 323 DKH 328D DKH office hours: office hours: Description Process Management includes a myriad of activities: insuring that a product or service is of high quality, choosing the appropriate design and technology for producing a good or service, planning and controlling the flow of materials or customers so that lead times are minimized, and distributing finished goods or services. Relevant decisions range from how much material to order for making a product, to determining how much capacity is needed to provide a good level of service, to evaluating which technology will best meet a company's needs. In short, this course focuses primarily on developing and applying tools and techniques to ensure that the right products and resources are at the right place at the right time so as to maximize profit within a business process or supply chain. The “products” could be either goods, services, or both; and the “resources” could be either material, people, money, information, or any combination of the four. In the first part of this course, we will focus on process design and improvement issues by studying the relationships between key process parameters such as capacity and throughput, and by analyzing processes in order...
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