Quality Management free essay sample

Quality Management BY SkYlCY Assignment Quality Management Introduction The important of quality For every organization, quality is the key of success factor because quality is one of the key competitive variables, without quality, a business may survive, but wont/cant reach its optimal earning potential. The quality of Companies products or services, the prices it charges and the supply it makes available are all factors the determine demand of customer. There are many ways to improve/achieve the quality such as, certification such as ISO 9000, quality award/ Malcom Award, excellence Award SQA r achieve the TQM. Purpose of this report l, consultant of MPACE International Consultant has been appointed by BALACE fast food restaurant to write a report using the principles of TQM and the dimensions of quality in service to carry out the gap analysis for BALACE fast food restaurant, in other to recommend on how ABC fast food can achieve business excellence. We will write a custom essay sample on Quality Management or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Background of BALACE fast food restaurant BALACE fast food restaurant is the restaurant established year 2003 at HoChiMinh City in south of Vietnam. There are three main outlets in HoChiMinh City at District 1, District 3, and District 10 with more than 200 employees. The main activities of restaurant are selling fast food and provide the service to customer. The goal of BALACE fast food restaurant is to provide the nice and fresh food with reasonable price and best service to customer. Finding The benefit of Total Quality Management in the service industry Nowsday, everybody know that Todays customer has a wider choice of products and service than ever before. They are going to be demanding keen on having the best services in the shortest possible time at the minimum cost. They will look for solutions that are more specific to their needs thus creating opportunity of many niche market especially service industry. So, there are many opportunities for the service industry depend on how well they satisfy their customer include providing the best service at the best reasonable price. To achieve this goal, many organization realize that TQM can help them improve the quality of service in other to help them overcome the problem and achieve the excellence business management. Explain about benefit of TQM ABC was defined that the TQM looks at the organization as a system and incorporates improvement efforts to enhance the organizational structure so customer (both internal and external) needs are met and streamlined for cost effective and service oriented approaches. In addition, Some specific TQM benefits are customer loyalty, cost savings, higher productivity, higher profitability, improved processes, improved employee morale and positive work environment. Method of analysis In this report I will use the principles ofTQM and dimensions of quality in service carry out the gap of this restaurant and provide the recommendation on how they an overcome the current problem and improve the quality, in other to achieve the business excellence. The principles ofTQM are as follows: 1. Quality can and must be managed. 2. Everyone has a customer and is a supplier. 3. Processes, not people are the problem. 4. Every employee is responsible for quality. 5. Problems must be prevented, not Just fixed. 6. Quality must be measured. 7. Quality improvements must be continuous. . The quality standard is defect free. 9. Goals are based on requirements, not negotiated. 10. Life cycle costs, not front end costs. 11. Management must be involved and lead. 12. Plan and organize for the quality improvement. The dimensions of quality in the service industry are as follows: 2. Empathy 3. Assurance 4. Reliability 5. Responsiveness Analyze the BALACE fast food restaur ant Analysis of PALACE fast food restaurant using principles of TQM: 1. Tangible Quality Management free essay sample Ah Hood Road Singapore  329975 Date : Jun 03, 2013 Fun Promotion B. V. PO BOX 5025 Rubberstraat 24 1411 AL Naarden The Netherlands Dear Ingrid Loebb: I am submitting herewith my essay entitled the Mercedes-Benz quality system The main purpose of this essay is to analyzed and discussed the Mercedes-Benz quality system. We hope that this essay will merit your approval. Yours sincerely Dai Wei Table of contents . Executive summary 2. Introduction 3. Literature review 4. Quality management system 5. Mercedes-Benz mission 6. Mercedes-Benz strategic objective 7. Human Resource Management in quality system 8. Cost in quality system 9. Customer need and organization 10. Quality improvement 11. Conclusion 12. Recommendation 13. Reference 1. Executive summary Mercedes-Benz philosophy is clear: company give of best for customers who expect the best and Mercedes-Benz live a culture of excellence that is based on shared values. orporate history is full of innovations and pioneering achievemen ts Mercedes-Benz goal is to successfully meet the demands of future mobility. And in doing so, company intend to create lasting value for shareholders, customers and workforce, and for society in general This assessment analyzed and discussed the quality system to improve and contributes Mercedes-Benz organization’s mission and strategic. We will write a custom essay sample on Quality Management or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Mercedes-Benz human resource system is an important role in the quality management. The cost of quality is an important concept to a business. Quality-related costs directly impact a firms bottom line profit. Article also discussed customer requirement and company needs improve activities in its quality system. In the end assessment also give some suggestions to help Mercedes-Benz to improve quality management system. 2. Introduction This assignment is to discuss Mercedes-Benz spare parts quality evaluation, Assignment will from the literature review, the quality system, and the strategic target, human resource, customers and organization needs to discussion. This assignment also provides an analysis and evaluation of Mercedes-Benz current and prospective profitability. In addition to Mercedes-Benz strategic target organization. Finally is the conclusion and suggestion. Mercedes-Benz is a multinational division of the German manufacturer Daimler AG, and the brand is used for automobiles, buses, coaches, and trucks. Mercedes-Benz has over 50 production and assembly plants and more than 6300 certified agents and maintenance centers in the world, marketing products in over 190 countries and regions. The manufacture of genuine Mercedes-Benz spare parts is subject to exacting quality management. The most advanced production methods and the strictest material and functional tests ensure compliance with all the relevant regulations and legal specifications. It goes without saying that this also applies to suppliers’ parts. 3. Literature review TQM is a management approach in which quality is emphasized in every aspect of the business and organization. Its goals are aimed at long-term development of quality products and services. Total quality control defined as an effective system for intergrating the quality development, quality maintainance and quality improvement efforts of the various groups in an organisation so as to enable production and service at the most economical level which allow for full customer satisfaction. ( Singh 2006) The precision workmanship and high level of dimensional accuracy of genuine spare parts ensure the longevity and reliability of every Mercedes-Benz classic. Every part is made to measure, each bore is in the right place, each thread engages, each connection fits – in assembly and in daily operation. Organization shall apply suitable methods for monitoring and, where applicable, measurement of the quality management system processes. ( Micklewright 2010) From the point of view, using standards developed by the International Organization for Standardization (its acronym is ISO), Mercedes-Benz can create customized processes that work for organization. Maintain ISO certification by continually improving Mercedes-Benz processes and ensure compliance with the standards. A primary concern of any organization is the quality of its products and services. any times,specific quality requirements are stated in organizational objective. A quality management system should be developed and implemented for the purpose of accomplishing the objectives set out in the organizations strategic and business objectives(Hinkle 2006) From Hinkle point, company Implement an Effective Quality Management System. company need Identify the set of processes required to run your business effectively. All spare parts for Mercedes-Benz classic car have to meet the same high quality standards as parts for new Mercedes-Benz vehicles. The view of quality as the satisfaction of customer needs is often called fitness for use. in highly competitive markets ,merely satisfying customer needs will not achieve success. to bet the competition organizations often must exceed customer expectations(Evans 2010) While improving the quality of management ,Improving organization management can make a significant impact on the workplace environment. Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market. pursuit of quality requires that organizations optimize their system of interdependent stakeholders. Gitlow 2000) 4. Quality management system In business parlance, a Quality Management System includes the policies and procedures required to implement quality management throughout an organization. Quality is typically defined as how well a product or service conforms to specifications. (Duggan 2010) The manufacture of genuine Mercedes-Benz spare parts is subject to exacting quality m anagement. The most advanced production methods and the strictest material and functional tests ensure compliance with all the relevant regulations and legal specifications. It goes without saying that this also applies to suppliers’ parts. The structure for businesses quality management systems are in Mercedes-Benz business plan. By choosing different target audiences with their product, Mercedes Benz have achieved the goals that Mercedes Benz quality management systems have set out to accomplish. Mercedes Benz is one of the top of the line manufacturers of cars in the world. This is what is needed when companies set forth quality management systems in their places of business. The greatest level of quality is not always needed, just a level of quality that is clearly understood by own target audience or customers. The documentation of the quality management systems is then done by the quality assurance departments with this information from the business plan in mind. This way an accurate set of instructions and procedures can be documented and put in place. The documentation of the quality management systems is then done by the quality assurance departments with this information from the business plan in mind. This way an accurate set of instructions and procedures can be documented and put in place. Once the quality management systems are documented and approved by management, the quality control departments can do job. This is the personnel that carry out the inspections and other functions that are necessary so the deliverable meets the prescribed quality as set by the business plan. For each business in every industry, the quality management systems that are put into place are different. 5. Mercedes-Benz mission and Vision Mission 1) To delight customers in everything Mercedes are doing. (2) To continually improve the effectiveness of company Quality Management System and our business processes. (3) To continually improve the quality of our products and services. (4) To have a team-oriented and open minded corporate culture involving employees through leadership and individual acceptance of delegated responsibility Vision To be the first choice provider in financial services for our de alers and customers in partnership with our automotive brands. 6. Mercedes-Benz strategic objective Having chosen a set of congruent strategies to achieve a competitive advantage and increase performance managers must put those strategies into action: strategy has to be implemented. putting quality improvement programs into place, changing the way a product is designed, positioning the product differently in the marketplace. segmenting the marketing and offering different versions of the product to different consumer groups, implementing price increases or decreases. (Hill 2009) Mercedes-Benz Passenger Cars with strong growth China rates in retail sales in 2010 There will be a positive impact on the progress to the top of the premium segment from the fact that the automotive industry continues to be a growth industry. According to forecasts, worldwide car sales will increase from 60 million units in 2011 to 100 million units in 2020. China is already the worlds biggest market in terms of unit sales and will remain so in 2020, but the countrys car market will have doubled by then. China therefore remains a cornerstone of Mercedes-Benz Cars growth strategy. Mercedes company is able to get the achievement, its important to realize is that it provides the company to the customer of the products, not just a traffic toolsthe car itself, it should also include the quality of the car, modelling, maintenance services, namely to our products to satisfy the customer whole overall requirements. Mercedes-Benz dealer, recently achieved the ISO 9001:2000 accreditation following an outstanding growth in 2008. Despite the global financial turmoil, benz Automobiles sustained exceptional sales results over the past 12 months proving, once and again, its leadership in the luxury segment across the region. The quality of the market is the quality of consumer recognition. Quality (quality of design, manufacturing quality) is to achieve the quality of the means, other quality activities must focus on market quality management activities, which not only emphasize the final quality of the goods by the consumer evaluation, but also includes consumer how would you assess the content of the quality of goods 7. Human Resource Management in quality system HR to social responsibility,customer service ,and quality significantly affects organizational effectiveness. As an organization core competency,human resources has a unique capability that creates high value and differentiates an organization from competitors in areas such as productivity,quality service ,employee skills,and innovative changes. ( Mathis 2010) To maintain a leading edge in the face of ever fiercer competition, effective customer retention management is clearly crucial. The Human Resources Management (HRM) function includes a variety of activities, and key among them is deciding what staffing needs company have and whether o use independent contractors or hire employees to fill these needs, recruiting and training the best employees, ensuring employees are high performers, dealing with performance issues, and ensuring company personnel and management practices conform to various regulations. The HR department is one of the most important parts of Mercedes,because brand of Mercedes it is model of high class of technological progress,quality and safety. Focus employees need . m ake a customer service learning outcome. each employee ,note strengths ,areas of improvement. dditional technical or job skills training needs,and any behavioral issues(such as a poor attitude toward customers) that need to be addressed(Evenson 2010) An effective QMS leads to greater profitability. A good QMS can also lead to employee satisfaction, which has a chain reaction effect on customer satisfaction. Employees feel integrated into the success of the organization. ( Rue and Lloyd 2010) Employee need quality Management System Training, because customers want products that satisfy their requirements and expectations, companies strive to provide high quality products and services at competitive prices. . Cost in quality system Quality seems much harder to define than on-time delivery ,total productivity, or production at an acceptable cost, compared to time cost and productivity ,quality is a mystery(Kemp 2005) Cost of Quality is a measure used when describing the cost of waste o r business losses resulting from poor process or product quality control. Mercedes-Benz in process improvement efforts, Reduce the cost price, but did not reduce the quality of the product. Mercedes-Benz used supplier knowledge to understand the costs of the manufacturing process by taring down competitors products and identifying components and their related costs. Supplier linkages were used to develop function groups by which all components could be grouped into and assigned costs. Prior to its introduction, the general perception was that higher quality requires higher costs, management and quality practitioners can evaluate investments in quality based on cost improvement and profit enhancement 9. Customer need and organization Customer value is the relationship between benefits and the sacrifice necessary to obtain those benefits. Customer value is not simply a matter of high quality . A high quality product that is available only at a high price will not be perceived as a good value,nor will bare-bones service or low-quality goods selling for a low price. ( McDaniel 2007) Mercedes-Benz always collect customer information,because company must understand customers need The main reason for collecting information from customers is to improve the quality of the service you provide to them. n addition to improving the product or service itself ,information can help company to ,develop new products and services, improve delivery or promotion, or improve other elements of how the organisation is run 10. Quality improvement A quality management principle is a comprehensive and fundamental rule or belief for leading and operating an organization;it is aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stakeholders(Baue 2006) Mercedes Benz need to try in improving their quality management. One of the areas is the service department; being a employee handle all different services repairs and install accessories. company need some serious improvements in order to increase customer satisfaction and productivity levels to meet goals. 11. Conclusion Quality is important because it ensures the viability of a business. Without quality, a business may survive, but wont/cant reach its optimal earning potential. In a competitive market, businesses stay ahead by offering products that are different and/or superior in ways that matter to customers. Mercedes Benz provides the quality product and the service, assignment evaluation Mercedes-Benz spare parts quality system, also discuss human Resource in Mercedes Benz company. Essentially the following facts are the decisive factor for owners of Mercedes-Benz classic cars to go for genuine Mercedes-Benz spare parts 12. Recommendation As there are advantages of finding Mercedes Benz parts dealer there are also some great disadvantages of getting customer dealer through online services. First, if customer are not careful in scrutinizing the dealer because customer are just too amaze that his cost is a way lower than the others, then customer would be facing some kind of trouble if consumer will be scammed for it. Just think that a genuine Mercedes benz parts accessories follows company standard selling prices and could never get too low unless company are announcing a discount on such parts which consumer should check if they really are on sale through searching their sites or the other dealers. Then, consumer may not be so sure that the parts or accessories that need are really the one that dealer are selling to consumer and will be receiving just the wrong ones. Reference Singh, R 2006, Total Quality Management, New Delhi. Micklewright, M 2010 , Lean ISO 9001: Adding Spark to your ISO 9001 QMS and Sustainability to your Lean Efforts, ASQ Quality Press. Hinkle, S 2006, Take a Quality Ride: The Realities of Implementing a Quality Management System  , iUniverse, Inc. Arter, DR 2003, How to Audit the Process-Based QMS, Amer Society for Quality. Evans , JR 2010 ,Quality amp; Performance Excellence, South-Western College Pub. Gitlow, HS 2000, Quality Management Systems: A Practical Guide, CRC Press. Hill ,CWL 2009, Strategic Management Theory: An Integrated Approach. South-Western College Pub. Mathis, RL 2010 Human Resource Management ,South-Western College Pub. McDaniel,C 2007 Market, Cengage Learning. Rue,L and Lloyd,B 2010, Human Resource Management, McGraw-Hill/Irwin. Kemp, S 2005 Quality Management Demystified, McGraw-Hill Professional. Evenson, R 2010 Customer Service Training 101: Quick and Easy Techniques That Get Great Results, AMACOM. Bauer JE and Duffy GL 2006 The Quality Improvement Handbook, Second Edition, ASQ Quality Press. Duggan ,T 2010 How To Develop a Quality Management System, viewed 31 may 2013. lt;http://www. ehow. com/how_5791957_develop-quality-management-system. htmlgt; Schmidt, DJ 2010, Strategy and targets of Mercedes-Benz Cars Sales and Marketing viewed 31 may 2013. lt;http://www. daimler. com/Projects/c2c/channel/documents/1931896_Daimler_UBS_Paris_DJSchmidt_Handout. pdfgt; Quality Management free essay sample A goal of Six Sigma can also be used for services. The one area where Six Sigma maybe difficult is that many aspects of service quality are based upon customer perceptionfor examplethe courtesy of the clerk. In spite of all efforts, someone may perceive that the clerk was not courteous. But in spite of this problem, every effort should be made to attain Six Sigma in both manufacturing and service settings. 2. If line employees are required to work on quality improvement activities, their productivity will suffer. † Discuss. The Japanese have demonstrated that high quality and the high productivity needed to offer low prices are not mutually exclusive. Products made correctly the first time do not have to be reworked or scrapped, which translates into lower costs for materials and workers. If one includes the time required for rework, time expended for the production of each product would be lower if quality control becomes a line responsibility. We will write a custom essay sample on Quality Management or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page 3. â€Å"You don’t inspect quality into a product; you have to build it in. Discuss the implications of this statement. The typical U. S. factory invests 20 to 25 percent of its operating budget in finding and fixing mistakes. One fourth of all workers fix things that are not done right. These are appraisal and internal failure cost. On the other hand, if quality standards are enforced as the item is being built, appraisal, internal and external failure costs will decrease while prevention costs will increase. The rule of thumb is that for every dollar spent in prevention, ten dollars are saved in failure and appraisal costs. 4. â€Å"Before you build quality in, you must think it in. How do the implications of this statement differ from those of Question 3? The â€Å"thinking quality in† philosophy requires a longer-term perspective than the â€Å"building quality in† philosophy. â€Å"Building quality in† includes short-term techniques, such as tuning the production equipment to assure consistent quality. â€Å"Thinking quality in† includes longer-term techniques such as designing the product to be robust enough to achieve high quality despite fluctuations on the production line, training workers to be capable of â€Å"thinking in quality,† and developing a working environment in which â€Å"thinking in quality† is nurtured.