TECHNOLOGICAL UNIVERSITY OF HONDURAS

CAMPUS LA CEIBA

Students:

Pablo Samuel Chaves Rosales

Account Number:

201620020024

Class:

Quality Control I

Work:

Measurement of an Organization's Performance

Date:

February 6, 2020
 INDEX

INTRODUCTION.............................................................................................................................. 3
It will define the concept of customer satisfaction competitiveness of a company.. ............................ 4
Determine the steps to be followed in a continuous improvement program regarding costs.
quality decreases and which ones increase............................................................................................... 6

After having read enough material on the subject, you are asked to solve step by step the
following exercises proposing solutions for each case presented............................................. 8
What aspects influence the purchase of a computer.
solve using the Brainstorming method.
5.-Develop the review and exercise questions from Chapter I.11
CONCLUSIONS............................................................................................................................ 17
 INTRODUCTION

This report is an analysis or field study on performance measurement.

an organization or company, including necessary concepts about some
terminology that will clearly illustrate the measurement of organizational design, it
regarding competitiveness. Customer satisfaction to retain it, with this type of
materials seeks to establish or provide guidelines to clarify the measurement of the design of
an organization.
It will define the concept of customer satisfaction and the competitiveness of a company.

Currently, customer satisfaction has become one of the objectives.

fundamentals of organizations, achieving the integration of all functional areas that
they constitute a better response to customer expectations.
Satisfaction is considered to be the result of the purchase and use of a product or
service, and to achieve it as an organizational objective, marketing must be directed
towards the consumer, determine what they want, identify their needs and their
expectations to maximize them through products or services, taking into account
that expectations can be emotional or structural, the former refers to everything
the associated elements tangible at the time of service delivery, and the
second, it has to do with the customer's emotion, what they expect to feel in the experience of
service.
Customer expectations are based on what each one expects at the moment of
to acquire a product or service.

Define the steps for developing competitiveness

Business opportunities are always latent and the ability of each company to
taking advantage of them is reflected in their growth year after year. A factor to channel more
business is to control daily operations and be more profitable from their own
resources; for this, the main driver is technology.

Looking for new clients and "hooking them" is common that as a businessman you are not.
prepared to tackle projects beyond your reach, this due to different
causes, such as lack of inventory control, ignorance of cash flows,
taxes, etc. So, how to make a business grow if it is not well established?
operation?
A survey on senior management conducted by the firm KPMG revealed the top 5
strategies that organizations must adopt to improve their competitiveness in the
next years:

Reduce costs and maximize capacities (83% in 2012 vs. 81% in 2011)
Increase customer satisfaction (78% in 2012 vs. 74% in 2011)
Improve processes and performance (77% in 2012 vs. 75% in 2011)
Innovate and develop new products (57% in 2012 vs. 53% in 2011)
Expand to new markets (52% in 2012 vs. 49% in 2011)

Investigate what the variables are to measure competitiveness in Honduras and what
What position does Honduras occupy in Central America and Latin America.

The internal and external variables of the country, such as absolute advantages and advantages
comparative. In terms of development, Honduras ranks 120th in the world.

Make a synthesis of how quality has evolved in the textile industry.

Honduran.

The maquila in Honduras is at one of its best moments. By the end of 2016, it is expected
the launch of investment projects exceeding 400 million dollars
(MDD). These figures reflect a positive growth of 105%, compared to the Investment.
Foreign Direct Investment (FDI) in 2015 reached ́195 million USD.

Engineer Mario Canahuati, president of the Honduran Association of Maquiladores

(AHM) explains that "within this projection, the investment of two is contemplated.
textile companies in approximately 275 million USD, in addition to the construction of two parks

industrials.

The prospects for new alliances in Honduras as a destination for activities

productive efforts by international companies give rise to our optimism. That is why
We hope that by the year 2020 investments in manufacturing will increase.
intermediary (automotive components such as harnesses and wiring) and support services to
businesses (call centers)," says the president of the maquiladoras.
Determine the steps that should be followed in a continuous improvement program.
quality costs decrease and which increase.

1. Selection of problems (opportunities for improvement)

In this first step, the goal is to clearly identify the quality issues and
productivity of the department that is under analysis.
We will apply the brainstorming technique on problems (symptoms with
causes), in these we seek from the beginning greater coherence and rigor in the
definition and selection of quality and productivity problems.
2. Quantification and subdivision of the problem:

The goal of this step is to better clarify the definition of the problem, its quantification, and the
Possible subdivision into sub. Problems.

3. Analysis of the causes, specific roots:

The objective of this step is to identify and verify the specific root causes of the problem.
in question, those whose elimination would ensure that it does not recur. By
Assuming the specification of the root causes will depend on how well it has been.
the previous step was completed.

4. Establishment of the required performance levels (improvement goals)

The objective of this step is to establish the level of performance required from the system or unit and

the goals to be achieved successively.

When we are setting a goal, we are establishing the level of demand on the process or
system in question, regarding the analyzed variable, based either on the expectations
of the customer, when it comes to quality issues or the level of waste that is
possible 'accept' within the state of the art technology, which translates to a cost
competitive.
5. Definition and programming of solutions

Here, the aim is to identify and schedule the solutions that will significantly impact the
elimination of root causes. In an organization where there has not been a process of
systematic improvement and where maintenance and control actions leave much to be desired
What to wish for, the solutions tend to be obvious and refer to the development of actions for this.
type, however, in more advanced processes the solutions are not so obvious and require,
according to the level of complexity, a creative approach in its design.

6. Implementation of solutions

This step has two objectives:

Test the effectiveness of the solution(s) and make the necessary adjustments to achieve
a definitive one.
Ensure that the solutions are assimilated and implemented properly by the
organization in daily work.

The activities to be carried out in this stage will be determined by the action program.
however, in addition to the implementation itself, it is key during this step the
monitoring, by the team, of the execution and of the adjustments that will be made
determining necessary things on the fly. In this step, the solutions will be implemented
exposed in the previous step to test the feasibility of the process in the library and
Viceversa stationery.

7. Guarantee Actions.

The objective of this step is to ensure the maintenance of the new level of performance.
achieved. This is a fundamental step that is rarely given the attention it deserves.
It will depend on him for the stability in the results and the accumulation of learning for
deepen the process.
After having read enough material on the subject, you are asked to solve step by step the
next exercises proposing solutions for each case presented.

1. What aspects influence the purchase of a computer.

ask to resolve it using the Brainstorming method.

Desktop or laptop computer?

It mainly depends on the student's work pace and the activities they engage in.
in their day to day. Likewise, if they have enough space to install a computer
desktop in their home and with a generous budget. Laptops or
Laptops, in general, are more expensive, more difficult to repair, their cooling system is
less powerful, although they require less energy, they have more accessible ports and are more
comfortable; while desktop computers have larger fans
powerful, their performance is better, they are more versatile and have greater portability.

Brainstorming:

The processor must be of high capacity especially for the students, which
in daily use.
the high-capacity hard drive.
the RAM memory of 8 and above, to be more specific.
the high durability graphics card.

2. What are the potential reasons why football fans have stopped
attend these sporting events? (resolve through performance evaluation).

In my personal opinion and as a fan of the sport of soccer, I can draw a conclusion.
the reasons why people stop attending sports events are
next:
a-) Fear of causing fights between rival fans or different football teams that
they are playing the match, that would be in my personal opinion the clearest reason why the
people do not attend.

B-) The time at which the football match takes place is another relevant point because
It may happen that the fan wants to attend the soccer match, but not
You may attend because the match will take place at the same time or similar to the schedule of
the work of the fan and the opta clearly not to watch the match because first things first
they say.

Another reason may be the weather conditions since one or more individuals
will they take the risk of going to watch a soccer game while there is a thunderstorm present or
a sunny climate with high temperatures as this could cause an illness or
an accident that can cost human lives or cause physical damage to one's integrity.

Why is the city traffic slow? (quality costs).

I can provide a specific comment about this phenomenon that occurs in the
daily vehicle routine of our society, one of the many causes in which traffic is
slow is:

a-) Disrespect from drivers towards traffic signs

b-) Traffic lights in poor condition.

c-) Accidents on the roads

d-) Take into account on the roads 'manifestations, protests, marches, etc.'
What are the reasons why many students fail the class of
Physics and mathematics? (use the competitiveness analysis method).

Lack of application or interest in studying on the part of the student.

b-) Incorrect way of delivering the class by the teacher.

c-) Lack of time availability.

d-) Difficulty of reasoning.

e-) Lack of motivation in the subject.

Limited availability of resources, etc.

5.-Develop the review and exercise questions of chapter I

At the beginning of the chapter, it was mentioned that the world is changing, in particular...

They mentioned the four revolutions in information. What are they and what changes?
did they provoke?

A. The first revolution in information was the invention of writing.

B. The second was generated by the book,

C. The third the printing press,

D. The fourth and current revolution in information was the result of innovations.
technological.

With the creation of technology in the last six decades, the field of electronics and the
communications have completely changed our behavior and way of seeing the
world. Today the world is more interconnected. This makes it possible to understand globalization.
as a process of financial, economic, social, political, and cultural interconnection.

Comment on some inventions that strongly influenced changes in humanity.

The invention of textile machinery

Railway
Internal convulsion motor

The incorporation of information and communication technologies. A new

the product can reach almost any corner of the earth in a matter of weeks like for
For example, online product purchases, the order is delivered in less than a week.
Another example is that in Honduras, even movie tickets can now be purchased for
internet, as well as bank payments or transfers. As part of the change or the
Innovation is that in Honduras there is already a supermarket that offers home delivery services.
It is a very good service since there are people who cannot due to time constraints or
any physical barrier to mobilize to that place, thus saving time and money.
Can you explain Covey's circle about the quality or reliability of people?

Share a scheme of four concentric levels, in the first level is the

"reliability" meaning that trust is placed in a person's character but not in their
capacity, the second level is the opposite of the first level, the third level is 'granting power'
that is to grant the position as a merit or reward for his character or discipline that has
Shown, the fourth level 'alignment' is to arrange a series in a straight line.
of elements.

A. The relationship with oneself.

B. Relationships and interactions with others

C. The responsibility of making others carry out a specific task.

D. The need to organize people.

How does having a personal vision help improve oneself?

It helps us achieve humility, which is to live and act without masks, improving the quality of
life of a human being.

What are some of the personal factors that most influence an individual not to
Did you achieve a personal vision?

Low self-esteem
Lack of interest in wanting to do things.
Lack of mental maturity.
Lack of motivation from close beings or friends
parents, siblings, friends, etc.
How does language influence the achievement or non-achievement of goals?

If our inner language, verbal and non-verbal, is negative, full of laziness and excuses,
we will be weakened in our willpower to achieve our goals, on the other hand yes
By strengthening these areas, the opportunities to achieve our goals will be better.
we will have more willpower and we will be walking in the direction we desire
our life will be better.

Provide a brief summary of how the quality movement evolved?

The inspection stage. The need for inspection arises for quality control over the
product to be able to evaluate it, standards start to be used. It was limited to counting and
detect poor quality. The statistical quality control stage.- A control is maintained.
statistical and the Deming Cycle (PDCA) is used to make improvements in processes.
The stage of Quality Assurance.- The design is emphasized and tools appear.
to work jointly for this purpose, such as reliability, experimental design,
mode and effect analysis of failure. The stage of quality management. It was taken
full awareness of the strategic importance of quality, its improvement, and above all of
customer satisfaction. The stage of restructuring the organization and improving the
processes.- Renewed approaches are proposed to reinvent organizations in order to
that you are managing to survive in a globalized world, starting from rethinking your mission
(the reason for being), along with the creation of shared divisions that stimulate and guide the
executive work.

What are the three factors that determine the competitiveness of an organization?

Product quality: Attributes, technology, functionality, durability, prestige,

reliability.

The price: direct price, discounts, after-sales price, payment terms, average value.

Service quality: delivery time, capacity flexibility, availability,

attendance.
What is the relationship between quality, price, and delivery time, from the traditional point of view to the

current point?

From the traditional point of view, these factors were antagonistic, that is, an improvement in quality and

service generated an increase in the price of the product or service, whereas currently it
understand that quality is given by the characteristics, attributes, and technology of the
the product itself; meanwhile, the price is what the final consumer pays for the good, and the
service quality determines how the customer is attended to by the company, thus
by improving these attributes together, a relationship in the same direction is achieved, the
customer satisfaction and that of the company or organization that manufactures or provides the service.

Explain the chain reaction that occurs when improving quality and indicate who formulated it.
for the first time?

By improving the various processes, a chain reaction is achieved that brings important...
benefits, reprocessing, errors, delays, waste and
defective articles. By achieving fewer deficiencies, costs are reduced and resources are freed.
material and human resources that can be allocated to produce more products, thus
improving productivity, which leads to being more competitive in quality and price, thus
this way more work can be achieved. It was first formulated in 1950 by Edward
Deming

How would you formulate a definition of competitiveness in your own words?

It is the effective talent of an individual or organization to develop advantages.

competitive regarding their competition and thus obtain a prominent position in their
environment.

Quality is defined as the continuous creation of value for the customer, and it is used
equation of value and explain the meaning of each of its components?

(Product attribute + image + relationships) / Price

The first aspect refers to the characteristics of the product itself that influence its
functioning both present and future, as well as in its aesthetics. The image is a
important aspect, since it is a globalized market, where it is common to find
many products and conditions of relative equality in their attribute. The relationships, the
which are determined by the quality of the service. The three internal aspects add up.
and they are divided by the price the customer pays for the product, in order to obtain the value
what the customer perceives for what they paid.

What are the four ways to maximize value for the customer?

Reduce the product price.

Increase the quality and functionality attributes of the product or service.
Improve the company's image.
Work for better care and in general for more appropriate relationships
with the world that interacts with the company.

Provide a general definition of productivity?

Productivity - It is the relationship between two factors. Achieving better results than what
is produced considering the resources used to generate them.

Efficiency.- It is the relationship between the actual production obtained or the result achieved and the
resources used. Optimize resources and avoid waste.

It is the degree to which objectives are achieved. Reaching what was planned.

What are quality costs and how are they classified?

They are the total costs associated with the quality management system and can be used
as a measure of the quality system's performance. They are classified into:

Prevention: Avoid and prevent mistakes, failures, and deviations.

Evaluation: Measure, verify, and assess quality.

Due to internal failures: Caused by failures, defects, or non-compliance with specifications.

Due to external failures: Warranty, customer complaint handling, penalties and sanctions,
compensations, etc.

In a continuous improvement program, which costs increase and which decrease?

In internal and external failures, costs increase.

The evaluation and prevention of costs decrease.

 CONCLUSIONS

We have gained extensive or detailed knowledge of each of the cases that are experienced.
frequently in the industrial or urban environment of the country, the phenomena that we are
currently living with our level of quality and productivity, competitiveness, etc.

how we are viewed or located internationally, what were the reasons for which
these cases happen, we conducted a statistical or theoretical study and got a wise idea of
how to apply methods, techniques, decision-making, to face each of the cases
to be presented in a company or organization and thus solve them in an effective manner.