...Quality Management In chapter one W. Edward Deming is the total quality pioneer that defined quality in his present day, which was over 50 years ago, however, his defining elements are basically the quality foundation that is practiced in today’s environment for quality with most major industry leading companies. Deming’s vision and philosophy along with the fundamental elements of quality that he defined made him a successful quality pioneer in the 1950’s. According to Deming he defined quality and its elements through common extractions taken from his quality pioneer book “Out of the Crisis.” Quality and its elements are defined as “A dynamic state associated with products, service, people, processes and environments that meet or exceeds expectations and helps produce superior value.” Deming believed that quality has many different criteria and that the criteria change continually, along with consumers valuing the various criteria differently, which creates the important opportunity to measure and re-measure the preferences of the consumers’ frequently. Deming understands the need to re-define the various and different consumers’ preferences and the need to re-measure them frequently was a unique perspective for his time. This unique perspective made him a quality pioneer and it is also one of the corner stones of the foundations that today’s quality is built upon and used in today’s quality definition. In today’s environment of fierce...
Words: 644 - Pages: 3
...Quality Management 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...
Words: 1537 - Pages: 7
...introduction: What does “product quality” really mean? 2 Understanding consumers’ perspective 2 * a) Intrinsic cues 4 * b) Extrinsic cues 4 * c) Appearance cues 4 * d) Performance cues 4 The role of aesthetics in apparel products 5 * 3.1 The sensory dimension of the aesthetic experience 5 * 3.2 The emotional dimension of the aesthetic experience 5 * 3.3 The cognitive dimension of the aesthetic experience 5 Conclusion 6 References 7 1. An introduction: What does “product quality” really mean? The Oxford Dictionary defines quality as “The standard of something as measured against other things of a similar kind; the degree of excellence of something; General excellence of standard or level. Many manufacturers use quality as a way to extinguish themselves from their competitors’ products.” It is very important to differentiate between intrinsic- and extrinsic properties of clothes. Intrinsic properties are the fit and feel of the clothing item and the ability to use it for multiple wearing. It also includes the chemical and physical properties of the clothing (Kincade & Gibson; 2010:78). The extrinsic properties are how the product appears to the consumer end their feeling of wealth, luxury and status. Most of the time this includes the brand names, price and store where the items are bought (Kincade & Gibson; 2010:78). 2. Understanding consumers’ perspective: Consumers have different ways of interpreting quality. Understanding consumers’...
Words: 2028 - Pages: 9
...According to GE, (2010) there are three main elements of quality; customer, process, and the employee. GE has used these elements of quality to keep their business booming and maintain their competitive advantage. GE has a philosophy that says delighting their customers is a necessity because if they don’t delight their customers then someone else will. W. Edwards Deming is one of the most well known pioneers in Quality and is known for developing the Deming Cycle. The Deming Cycle consists of five parts; 1. Plan – Conduct consumer research and use the research in product planning. 2. Do – Produce the product 3. Check – Check the product to make sure it was produced the way it was planned 4. Act – Market the product 5. Analyze – Analyze how the product is received in the marketplace in terms of quality, cost, and any other criteria The Deming Cycle was developed to link the production of a product with consumer needs and focus the resources of all departments. This philosophy is both summarized and operationalized by Deming’s fourteen points. The fourteen points summarize Deming’s views on what a company must do to effect a positive transition from business as usual to world-class quality and they can be modified to fit specific applications. The elements of quality are useful in today’s business market because no longer are people just trying to compete locally. With the technology available today it is making it easier for companies to go global. When a company...
Words: 428 - Pages: 2
...Total Quality Management Total Quality Management is a strategic system involving teamwork, which is essential to the success of all businesses. This process has been developed and strengthened over several decades. This has caused businesses to work together to improve their knowledge of recent technology and approaches to training. Total Quality Management helps to competitively meet the demands of customers’ by bringing organizations together with management enabling professionals to improve customer quality. Total Quality Management was developed not long after World War II. The United States occupation force’s was aiding Japan to help them develop quality systems to resolve problems concerning the telephone system. W. Edwards Deming and JM Juran were businessmen who were deeply concerned with the issues occurring in Japan. These businessmen eventually brought Total Quality Management to the United States although it was initially limited to munitions and telecommunications. It was a method of sorting out defective products from good products by careful inspection through a production line. (http://tqms.com/). Philip B. Crosby is a businessman who consistently emphasizes the importance of total quality Management through his numerous speeches. He solely believed in carefulness and doing things right the first time in order to prevent errors. Crosby thought it would be a greater loss of sales and money to neglect problems. He strongly believed that putting more money into...
Words: 635 - Pages: 3
...Total Quality Pioneers Paper xxxxxxxx Quality Management and Productivity MGT/449 xxxxxx xxx Introduction People are confronted with scenarios concerning quality nearly every day. The word or notion of quality can be defined a number of ways. Some think quality should be determined by individual standards and expectations, while others believe quality is an ever changing state. Goetsch and Davis systematically broke down the elements of quality and determined that “quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value (Goetsch and Davis, 2010 p.5).” Whatever ones interpretation of quality might be, the intent of this paper is to more clearly define quality and its elements as well as describe how the quality pioneer's use of the total quality elements made the pioneers successful. Furthermore, this paper will explain why the elements of quality are useful in today’s environment and offer some insight as to what the future of quality might look like. Quality and its Elements Quality is defined with a variety of distinct explanations. Nevertheless, understanding quality is the key. End use consumers that are businesses explain quality unmistakably through the use of standards, specifications, and other measurable features. For instance, an individual in search of a new automobile will make his or her final purchase decision based on the quality of...
Words: 849 - Pages: 4
...Chad Holliday Quality Management Introduction MGT/449 June 19, 2012 Thomas McCarthy Quality Management Pioneers Companies have to implement processes and procedures to ensure a high service level and quality product. Companies also use an inspection process to find faults in products and continuing improvements. This is referred to as quality management. There are four key elements that make up quality management. The four processes of quality management are known as: quality planning, quality control, quality assurance and quality improvement. Each one of these processes has a factor in the quality management process. W. Edwards Deming is one of the founding fathers of what companies refer today as quality management. He is the most prominent and well known of the founding pioneers. Quality Management Quality management is made up of the four processes mentioned in the previous paragraph. The first part of the four is quality planning, this is the process a company uses to plan out the type of product that the corporation will produce and later put out onto the market for the consumer. The second part of the process is referred to and known as quality control. This is when a company reviews something to ensure validity and check for flaws in the product or process. For instance, in my company, the merchandisers who work in the field have to submit valid photos to get paid for the job that he or she does for our company. The company that employs these merchandisers...
Words: 753 - Pages: 4
...State in your words the definition of “fitness for use” Fitness for use means that each individual person or company has their own definition of quality. Quality is something is that will change from product to product and different processes that will be necessary. Each individual person or company may have similarities for the basic categories of quality, but when it comes to the details for each characteristic, it will be different. 1b. A while back I went to Lowe's to get a small toolbox to keep in the kitchen--something to hold a few basic tools like a hammer, screwdrivers, pliers, etc. that would keep me from having to go to the basement every time I needed something. The one I bought is in the picture, and the logo plate being skewed raised some interesting questions. The toolbox is perfectly functional, and does what I wanted it to do. Do you consider the off center logo to be a product “defect”, why or why not? There are two different ways of looking at this product and trying to understand if the off centered logo is a defect. Looking at it from an aesthetic category, it would be a defect. It does not look correct and something may have gone wrong with the manufacturing process of applying this logo. However, it’s functionally and time-oriented functionality characteristics still are within a quality control. The toolbox is still able to hold the different tools without any problems. For this reason, I believe that the off center logo would not be...
Words: 637 - Pages: 3
...Total Quality Pioneers Paper In this paper I will discuss the total quality pioneers mentioned in Chapter 1 the textbook Quality Management for Organizational Excellence and my objective is to define quality and its elements. Describe how the quality pioneer’s use of the total quality elements made the pioneer successful, explain why the elements of quality are useful in today’s environment and what do I foresee about the future of quality? The first objective is to define the quality and its elements. Total quality is not just one separate model. Quality is many different concepts that are put together to create a wide-ranging approach to doing business. The quality pioneer became successful using the elements listed such as creating constancy toward the improvement of products and services in order to become competitive, stay in business, and provide jobs. Another concept is to drive out the feat that all can work effectively, remove quotas and the superiors. Remove obstacles that take away the gratification of the work they create or do for their employer. Make available educational and self-improvement program for employees to foster a learning environment. Making employees feel they are a part of the process is always empowering individuals that are part of the solution and not just part of the workforce. The elements are important today because the work environment has not changed. It’s important. After researching quality business, I came across an...
Words: 397 - Pages: 2
...Quality Definition and Pioneers Dr. W. Edwards Deming once said, “We have learned to live in a world of mistakes and defective products as if they were necessary to life. It is time to adopt a new philosophy in America”). Regarded as the leading quality sage, Dr. Deming’s 14 Points have inspired important changes in many organizations endeavoring to compete in the ever-increasingly competitive world. Quality and Its Elements In business today quality is defined as a state of being free from defects and deficiencies brought by consistent adhering to variable standards to achieve output that satisfies the customer (Business dictionary, 2011). Key elements of the various definitions of quality are: Team work, strategically based, Customer Focused, Continual process improvement (Goetsch & Davis, 2010, p. 10). Quality Pioneer Dr. Deming used the common elements of quality by expanding them through the development of his 14 Points. After World War II, leaders in the United States showed little interest in Dr. Deming’s quality theory. Instead, Dr. Deming realized his success in Japan. Ready to make positive changes and find the best method for doing so, Japanese leaders invited Dr. Deming to help them change the perception of countries that imported goods from Japan. At that time, it was a widely held understanding that products from Japan were cheap. After four years of implementation of Dr. Deming’s 14 Points, Japanese industrial leaders...
Words: 465 - Pages: 2
...1. How is quality defined? What is the goal of total quality management (TQM)? Why is TQM important? In general, quality may be defined as meeting or exceeding the requirements, needs, and expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability: resolution of problems and complaints 7. Aesthetics: the sensory characteristics of a product or service 8. Perceived: quality: subjective assessment of quality based on cues related to the product Parasuraman, Zeithaml, and Berry (1988), identified five dimensions to service quality: 1. Reliability: ability to perform the promised service dependably and accurately 2. Responsiveness: willingness to help customers and provide prompt service 3. Assurance: employees’ knowledge, courtesy, and their ability to inspire trust and confidence 4. Empathy: caring, individualized attention given to customers 5. Tangibles: appearance of physical facilities, equipment, personnel, and written material TQM is a philosophy that involves everyone in an organization in a continual...
Words: 9796 - Pages: 40
... | Executive summary The following report outlines the quality philosophy, system and approaches of Food and Beverage department in IHG and production process of Haier; discuss similarities and evaluate the differences of them. This report also concerns on how different quality system and approaches have impact on IHG in terms of innovation, change and competitiveness. In addition, recommendation given for IHG to overcome problems they are facing. Table of contents 1. Introduction 2. Compare and contrast the different quality philosophy ,systems and approaches 3. Analyse the differences and evaluate the impact of these differences on innovation, change, and competitiveness. 3.1 analyse the differences 3.2 evaluate the differences impact on innovation, change and competitiveness 4. Recommendations 1. Adopting an external measures 4.1.1 Adopting external measures impact on change 4.2 Training and Reward 4.2.1 Training and reward impact on innovation 2. Training and reward impact on competitiveness 4.3 Further area to consider 5. Conclusion 6. Reflection 1. Introduction Quality is “the totality of features and characteristics of product or service which bears on its ability to meet stated or implied needs” (Holmes, 1992). Traditional approaches to quality were focus on inspection. In the modern commercial environment, industry...
Words: 3630 - Pages: 15
...Quality Management Businesses need to provide quality service to be successful. Many of them, however, struggle to retain their customers, seasoned employees and market share among other vital elements due to the poor quality of their goods and services. Deciding, implementing and execution of quality management initiatives are challenging tasks to many managers of small businesses but it can be easy with good planning. Failure to get this right can spoil the operating environment and destroy businesses’ belief in meeting customers’ need. Businesses and firms need therefore to define and measure their goals, update service tools, motivate employees, and use customer feedback to serve them appropriately. When the management involves all employees, it can engage in tactical quality management approaches such as conducting audits, compliance management, preventive and corrective actions, and statistical process control that drive improvements. When employees are not engaged, they do not feel to be part of the process and, therefore, the firm may lose direction. This paper discusses ten quality management improvement initiatives to improve companies’ poor performances. First, management that is committed to improving quality of its company should provide internal education (Shah, 2013). The modern technology is changing very fast, and so are customers' needs, preferences and tastes. Employees should be educated regularly as a way of making sure they are updated. Existing and new...
Words: 2361 - Pages: 10
... Geograhy, Business Economics, Accounting. Higher Education Institution :Bethelsdorp Technical College Year Completed :1992 Qualification Attained :N2 Certificate Subjects Passed :Mathematics, Engineering Science Engineering Drawings, Toolmakers Theory. N3 Drawings. Other Studies/Courses :PC Upgrade and repair Employment Profile Most Recent Employer Name of Company : Autocast SA (Pty) Ltd Dates of Service :2004 to date Current Position Held :Quality Receiving inspector Reporting to :Quality Manager Net Salary : R 8890 Bonus :13th Cheque Other Benefits :None Contact for References :Neil Leyshon, 072 565 9502 :Duwayne Varnfield, 082 940 4303 Duties and Responsibilities : Receiving of all 10...
Words: 307 - Pages: 2
...EVOLUTION Helping Suppliers Automotive supplier Delphi launched the Quality Focus Supplier (QFS) initiative In 2003. This eight-step program is designed to encourage and enable suppliers to embrace a culture of zero defects and continuous improvement through an unrelenting focus on quality. The results to date have been impressive: a dramatic reduction in nonconforming parts, in problem cases, and in negative impacts to Delphi's facilities or to its customers. to Focus on By Bill Clark, John Chang, and Marcus Chao ays custoincrs bave come to expect levels of quality and delivery that ahnnsi unheard ot a generation ago. Nowbcrc is tbat more evident than in tbe aiBomotive industry, wbere ear buyers cannot escape the blizzard ol t|uality and reliability studies (rom Consumer R^^iorfs, J.I). Powers & Associates, and a host o( comparative Internet sources. At Delphi, we tully embrace tbe higber cxpeetations ot tbe industry and our customers. Our entire organization is committed to excellence and driven not jusl to meet, but to exceed our customers' expectations. We want to be OLir customers' best supplier, and a key element in acbieving tbis is to make sure tbat our culture, including our supply base, bas a "zero-defect" mentality. Tbis means perfection in all that we do: perfect planning, perfect execution, perfect communications, and perfect parts, Tbe ex]iectation is to bave zero quality incidents and zero disruptions. Tbis means providing our eustomcrs...
Words: 4891 - Pages: 20
