Quality Control

Management
Assignment
INSTITUTION: TECHNICAL INSTITUTE FOR LEARNING

Student Name: Klifann Lowell

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Contents
Ques�on 1: Describe the role of employees ‘involvement in TQM by responding to the following:........... 2
Ques�on (1.A) Why is employee involvement important in TQM? .......................................................... 2
Answer ...................................................................................................................................................... 2
Ques�on (1.B) Why do we need involved employees? ............................................................................ 2
Answer: ..................................................................................................................................................... 2
Ques�on (1.C) Employee �me is valuable. How will it pay reasonable dividends? .................................. 2
Answer ...................................................................................................................................................... 2
Ques�on 2 ..................................................................................................................................................... 3
Checklist .................................................................................................................................................... 3
Ques�on 3: State and define three Organiza�onal Evalua�on Standards and three Product Evalua�on
Standards. ..................................................................................................................................................... 5
Answer: ..................................................................................................................................................... 5
Organiza�onal Evalua�on Standards ........................................................................................................ 5
Product Evalua�on Standards ................................................................................................................... 5
Ques�on 4: List and explain the six most important factors that influence consumer purchases. .............. 5
Answer ...................................................................................................................................................... 5
Ques�on 5: Select one or more of Deming ‘s 14 points and describe how you would achieve or
implement it.................................................................................................................................................. 6
Answer: ..................................................................................................................................................... 6
Ques�on 1: Describe the role of employees ‘involvement in TQM by responding
to the following:

Ques�on (1.A) Why is employee involvement important in TQM?

Answer

Employee involvement in TQM is important because it gives employees a sense of belonging within their
Organiza�on. They become more dependable and accept greater responsibility for their work, resul�ng in
achieving beter outcomes and results. Employee involvement in TQM are more likely to deliver high
quality products and services that meet or exceed customer expecta�ons, op�mize the use of resources.

Ques�on (1.B) Why do we need involved employees?

Answer:

We need employees to be trained in quality to be able to provide the customer with informa�on on the
products and improve service and that of the organiza�on. They will then be able to understand the
customer likes and dislikes and therefore be able to improve the spending power of the customer. They
will also meet the customer expecta�ons, point of view, deliver what is promised and make them feel
valued.

Ques�on (1.C) Employee �me is valuable. How will it pay reasonable dividends?

Answer

 By paying the employees, providing a safe and comfortable work environment for the employees.
 By allowing them to par�cipate in the discussion making process
 By providing the appropriate tools, equipment, and training to get the job done.
 Providing incen�ves packages, pension plans, medical plans, vaca�on, and sick leave and crea�ng
job security.
Ques�on 2

Checklist

QUALITY CONTROL MANAGEMENT

SCORING CRITERIA
DESCRIPTION 1-Poor/No 2 -Good/Yes 3-Excellent

Are you ISO registered? (3)

Do you have a Quality Management System? (3)

Are your employees trained in Quality? (3)

Who do you buy your materials from? (3)

Who are your customers? (3)

Do you deliver your materials? (3)

Where do you store your materials? ( (3)

What is the payment frequency? How do you

collect your money? (3)

What is your warranty policy? (3)

Do you have a return policy? (3)

COMMENTS:
This decision was made based on visual and physical inspection.

Document Number: 001

Ques�on 3: State and define three Organiza�onal Evalua�on Standards and
three Product Evalua�on Standards.

Answer:

Organiza�onal Evalua�on Standards

 ISO 14001, en�tled “Environmental Management Systems”- Specifica�ons with guidance for Use
“Gives the elements that organiza�ons are required to conform to if they seek registra�on. The
standard is the heart of the standards.
 ISO 14011 en�tled “Guidelines for Environmental Audi�ng”- Audits Procedures- audi�ng of
environmental Management Systems” Provides informa�on on how to plan and conduct an audit.
Some topics are audit team, audit plan, implementa�on, and report.
 ISO 14004, en�tled “Environmental Management Systems” - Guidelines on Principles, system,
and suppor�ng Techniques” provides supplementary material. It is for informa�on only and is not
to be used for registra�on.

Product Evalua�on Standards

 ISO 14020, en�tled “Environmental Labeling”- Basic principles for all Environmental Labeling” –
provides guidance on the goals and principles that should be used in all labeling programs. Product
improvement is desirable benefit but not the objec�ve of the standard.
 ISO 14023, entitled “Environmental Labeling- Prac��oner Programs: Guiding Principles, Prac�ces
and Cer�fica�on procedures for Mul�ple Criteria Programs” establishes criteria for third party
labeling seal programs. These programs determine which products have overall environmental
superiority as compared to other products.
 ISO 14041, entitled “Life- Cycle Assessment- Goals and Defini�on/Scope and inventory Analysis,”
is intended to provide guidelines for the prepara�on, conduct, cri�cal review of the life-cycle
inventory analysis. This analysis involves the compila�on and quan�fica�on of relevant inputs and
outputs of a product system.

Ques�on 4: List and explain the six most important factors that influence
consumer purchases.
Answer

 Performances- Performance involves "fitness for use" - a phrase that indicates that the product
and service is ready for the customer's use at the �me of sale. Other considera�ons are:
(1) availability, which is the probability that a product will operate when needed.
(2) reliability, which is freedom from failure over �me.
(3) maintainability, which is the ease of keeping the product operable.
 Features- Iden�fiable features or atributes of a product or service are psychological, �me-
oriented, contractual, ethical, and technological, Features are secondary characteris�cs of the
product or service. For example, the primary func�on of an automobile is transporta�on.
 Services- An emphasis on customer service is emerging as a method for organiza�ons to give the
customer added value. However, customer service is an intangible- it is made up of many small
things, all geared to changing the customer's percep�on. Intangible characteris�cs are those traits
are not quan�fiable yet contribute greatly to customer sa�sfac�on. Providing excellent customer
 service is different from and more difficult to achieve than excellent product quality. Organiza�ons
that emphasize service never stop looking for and finding ways to serve their customers beter,
even if their customers are not complaining.
 Warranty -The product warranty represents an organiza�on's public promise of a quality product
backed up by a guarantee of customer sa�sfac�on. Ideally, it also represents a public commitment
to guarantee a level of service sufficient to sa�sfy the customer.
A warranty forces the organiza�on to focus on the customer's defini�on of product and service
quality and the importance the customer ataches to each of those characteris�cs. A warranty
generates feedback by providing informa�on on the product and service quality. It also forces the
organiza�ons to develop a correc�ve ac�on system.
Finally, a warranty builds marke�ng muscle. The warranty encourages customers to buy a service
by reducing the risk of the purchase decision, and it generates more sales from exis�ng customers
by enhancing loyalty.
 Price- Today's customer is willing to pay a higher price to obtain value. Customers are constantly
evalua�ng one organiza�on's products and services against those of its compe�tors to determine
who provides the greatest value. However, in our highly compe��ve environment, each
customer's concept of value is con�nually changing. Ongoing efforts must be made by everyone
having contact with customers to iden�fy, verify, and update each customer's percep�on of value
in rela�on to each product and service.
 Reputa�on-Most of us find ourselves ra�ng organiza�ons by overall experience with them. Total
customer sa�sfac�on is based on the en�re experience with the organiza�on, not just the product.
Good experiences are repeated to six people and bad experiences are repeated to 15 people;
therefore, it is more difficult to create a favorable reputa�on.
Customers are willing to pay a premium for a known or trusted brand and o�en become customers
for life. It costs five �mes as much to win a new customer as it does than to keep an exis�ng one;
therefore, customer reten�on is an important economic strategy for any organiza�on. Although it
is difficult for an organiza�on to quan�fy improved customer sa�sfac�on, it is very easy to increase
to quan�fy an increase in customer reten�on. Investment in customer reten�on can be more
effec�ve botom-line approach than concentra�ng on lowering opera�onal costs. An effec�ve
marke�ng reten�on strategy is achieved through the use of feedback from informa�on collec�ng
tools.

Ques�on 5: Select one or more of Deming ‘s 14 points and describe how you
would achieve or implement it.

Answer:

(1) [Link] the Purpose of Inspec�on

Management must understand that the purpose of inspec�on is to improve the process and reduce
its cost. For the most part, mass inspec�on is costly and unreliable. Where appropriate, it should be
replaced of self and supplier. Every effort should be made to reduce and then eliminate acceptance
sampling. Mass inspec�on is managing for failure and defect preven�on is managing for success.

(2) Ins�tute Training:

Each employee must be oriented to the organiza�on's philosophy of commitment to never-ending
improvements. Management must allocate resources to train employees to perform their jobs in the
best manner possible. Everyone should be trained in sta�s�cal methods, and these methods should
be used to monitor the need for further training.

(3) Op�mize the Efforts of Teams, Groups, and Staff Areas.

Management must op�mize the efforts of teams, work groups, and staff areas to achieve the aims and
purposes of the organiza�on. Barriers exist internally among levels of management, among
departments, within departments, and among shi�s. Externally they exist between the organiza�on
and its customers and suppliers. These barriers exist because of poor communica�on, ignorance of
the organiza�on's mission, compe��on, fear, and personal grudges or jealousies. To break down the
barriers, management will need to long-term perspec�ve. All the different areas must work together.
A�tudes need to be changed; communica�on channels opened; project teams organized; and training
in teamwork implemented. Mul�func�onal teams, such as used in concurrent engineering, are an
excellent method.