School Of Business Of Quality Management Business Essay

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ABSTRACT

In the "cutthroat" competitive environment of the day, cheap may well prove out costly. The compromise over quality in order to contain costs, and in effect, the prices, is no longer the order of the day.

From the customer`s point of view also - a product is cheaper in cost but worse in quality will end- up being costlier one. This is the prime reason why high quality products have historically being sold in larger quantity than lower quality products with a lower price tag.

Quality is the totality of features and characteristics of a product or services that bear on its ability to satisfy stated or implied needs. This standard of quality management put more emphasis on continuous staff training and development, as staff has the main impact in achieving the desired goals of the organization.

TASK 1

Evaluate the concept of Quality Management :

define quality in terms of businesses and services provision

define quality in terms of customer satisfaction

explain how quality management can be measured

1(a) The standards for quality along with the firms are also going global. As a result, the business firms have to adhere to the quality control norms of not only of their 'home countries' but also of their 'host countries'.

Quality has been traditionally related to the manufacturing industry. Due to improvements in technology and automation over the last century, more and more of the work force in both the developing and developed nations had shifted to the service industry

1(b) In simple terms, Quality means the satisfaction of the customer-real or potential. Quality of the product will also depend upon the expectations of the customer. In some cases, where the expectations are high, average quality products will end-up being the low quality one; high quality product, being the average products; and very high quality products will end-up being just the high quality products. The reverse will happen in the case where the customer expectations are low (or very low). Here, the low quality products may have the effect of being average; average products being the high quality products; high quality products, being the very high quality products and so on.

Members of workgroups are asked to take greater personal responsibility for their output in terms of meeting internal and external customer requirements.

1(c) According to ISO 8402 "The totality of features and characteristics of a product or services that bear on its ability to satisfy stated or implied needs".

According to P.B. Crosby: "Quality is conformity to requirements, not goodness".

According to J.M. Juran: "Quality is fitness for use or purpose".

Quality circles are small groups of employees who meet regularly for solving different problems related mainly with cost, quality, efficiency, equipment, tools, morale, process control, fairly missed work, safety, learning and maintenance etc.

The emphasis is on personal accountability for the quality of their work. They are taught to measure equality of work. The compromise over quality in order to contain costs, and in effect, the prices, is no longer the order of the day. We are basically concerned with system of quality standards for materials that are consumed in the processes.

TQM encourages workgroups to take on the functions of a self management unit. Members of workgroups are asked to take greater personal responsibility for their output in terms of meeting internal and external customer requirements.

TASK 2

2. Discuss in brief the four Quality Management Schemes (2.a) and the importance of communications and record keeping in these schemes. (2.c) Also identify their main similarities and differences. (2.b)

It provides the guidelines for the design of organization's products and services. This is an interactive design process. The process starts from the establishment of policies. In designing the policies for quality control, the Production Manager has to take into account the products as well as the services. For production firms, the design of products in this interactive fashion is termed 'production design'. The interactive affects quality considerations because equipment quality must be good enough to produce at least the desired quality (and higher, if possible). In box 2

Box 3 shows that the specifications of quality standards that arise out of the process of the design of products, services and the productive system. The compromise over quality in order to contain costs, and in effect, the prices, is no longer the order of the day. We are basically concerned with system of quality standards for materials that are consumed in the processes.

Quality has been traditionally related to the manufacturing industry. Due to improvements in technology and automation over the last century, more and more of the work force in both the developing and developed nations had shifted to the service industry. This trend will continue. It is, therefore, important to understand the special characteristics of quality as applied to the service sector.

Both manufacturing products and services are sold on benefits. Service is categorised as a variation of manufacturing. Many service organizations used the manufacturing model approach and profited by it.

Box 4 one can clearly see that the need is there for the system to be compatible with quality, cost and capacity requirements. However, requirements regarding the quality,

Cost and capacity. Therefore it suggests that the quality control includes within its preview the other aspects as well - cost and capacity decision being just two of them.

Inspection and control of incoming materials is another integral part of the quality control system as shown in box 5. The material is what, is finally going to get the shape of the finish products. As a result, the quality as well as the cost of material is sure to tell upon the same of the finished products. The inspection may take place on a number of places, example the places of the supplier, the gate of the owner's promises, in the factory itself, etc.

The next step (shown in box 6) obviously is going to be the production of food and services. In the production processes, too, the quality has got to take the centrestage,

Finally, the finished products are services quality has to be inspected. This is necessitated by the need for further quality improvement.

TASK 3

Select an Organization of your Choice operating in UK .Carry out a quality audit in your selected organisation, and by doing so, to identify gaps in the standard or the consistency of its services/products. The organisation that you will select should preferably be your workplace or an organisation you have worked in the past, so that you can better reflect on the management of business excellence in a real life setting.

assess the information made available to customers and the importance given to effective marketing

evaluate the benefit of user and non-user surveys in determining customer needs

examine the methods of consultation employed in one quality scheme to encourage participation by under-represented groups

investigate the value of complaints procedures and analyse how each is used to improve quality

London Business School

One of the leading business schools in UK. I have made a Quality Audit there and found surprising results

99% of the earth's business activity is located in time

zones that overlap with London's working day

• Over 300 different languages are spoken in London

• London is the world's largest banking centre, with a 50%

share of all European activity

• £550 billion is traded on London's foreign exchange every

day

• The London Stock Exchange is the most international exchange with 470 companies from more than 60 countries

• London's creative and cultural industries employ over 500,000 people.

The professors are changing business practice and policy in Accounting, Economics, Finance, Management Science and Operations, Marketing, Organisational Behavithe and Strategic

and International Management

• The 25 world-renowned Finance faculty represent one of the largest concentrations of such faculty worldwide. The Finance professors provided the impetus for the creation of the

FTSE100

• In the 2008 Research Assessment Exercise, the School achieved the highest average research score of any UK academic institution

• The faculty consult to blue-chip companies, governments and organisations worldwide including AstraZeneca, the BBC, BP, the EU, HM Treasury, JP Morgan, LVMH, Morgan Stanley,

Sony-Ericsson and the United Nations.

Students Feedback 8/10

Faculty Feedback 9/10

This type of survey gives the idea about the market reputation of the brand of the company 'What other people than its normal customer thinks about the company It also provides the information about the competitive position of The company in the market, which are necessary to formulate new competitive strategy

• It also provides the information 'How company can convert those non users into its customers Methods of consulting employees: Well as we discussed communication level is required among the employees and employee should seek the management before taking any decision regarding the quality of the product and there are many ways of consultation between the employees and management to communicate with each other regarding the quality of the products In TQM (Total Quality Management) scheme, the staff of an organization is consulted by a method known as "Quality Circles" Quality Circles are small groups of people working in an organization meeting on a regular bases to discuss the issues concerning the quality

process and procedures established in the organization and also to check that the new procedures are working towards achieving their objectives The best results found in this organisation, "They are believers of quality" and they have proved it so far.

1. TQM (Total Quality Management)- is the one of the best management tools to measure the quality of the product and nowadays it is used by the organizations all over the world as it was very famous from the beginning itself The main motive or concept of this tool is to improve

Quality has been traditionally related to the manufacturing industry. The process starts from the establishment of policies. In designing the policies for quality control, the Production Manager has to take into account the products as well as the services. For production firms, the design of products in this interactive fashion is termed 'production design'. Due to improvements in technology and automation over the last century, more and more of the work force in both the developing and developed nations had shifted to the service industry.

the quality of the product and it is also regarded as one of the best tool management as it improves the quality of the product, increase the satisfaction level of the customer and development of the products by the continuous improvement in the monitoring and controlling

services and it is implemented all over the organization as from the store manager to the cleaner, everyone in the organization is responsible for the quality of the products

HACCP (Hazard Analysis Critical Control Point)- it is systematic approach which is related to prevent the food safety hazard although is no related to all the departments of the organizations and it checks the process, procedures and as IIP is required to get the detailed review of the performance of the employees, working in the organization, and it also compare the previous records of the employees with the current records against the standard of the performance and it is mainly based on the performance of actual results after checking the previous and current working performance of the employees and it is also used to fill the gaps between the required performance and current performance of the workers, IIP, launched in 1991, is now a national standard for the quality management and it is relevant for all size of organization and for allorganization operating in any business sector

Quality has been traditionally related to the manufacturing industry. Due to improvements in technology and automation over the last century, more and more of the work force in both the developing and developed nations had shifted to the service industry. This trend will continue. It is, therefore, important to understand the special characteristics of quality as applied to the service sector.

This standard of quality management put more emphasis on continuous staff training and development, as staff has the main impact in achieving the desired goals of the organization.

ISO9000- Communication and record keeping is very complex and important

in

this scheme A company with ISO9000's family standard must have to keep

the

records about the following activities-

• Management Review

• Design Review

• Internal Audit

TASK 4

From the results of the quality audit, you will need to make appropriate recommendations and formulate an action plan for the implementation of new quality initiatives, standards, or procedures for your selected organisation.

identify the role of self assessment in order to determine an organisation's Quality Management Systems

explain the stages of staff consultation necessary for effective implementation of a quality scheme

propose new systems or modifications to existing systems that could improve service quality

Quality Management is helpful for both producers and customers. The producers will find wider markets if goods are of better quality and customers will feel satisfied by use of quality goods.

TQM is a journey that never ends. The compromise over quality in order to contain costs, and in effect, the prices, is no longer the order of the day.It is the way to service and succeed. It is the totally integrated effort for gaining Competitive Advantage by continuously improving every facet of an organisations activities.

TQM encourages workgroups to take on the functions of a self management unit. Members of workgroups are asked to take greater personal responsibility for their output in terms of meeting internal and external customer requirements. Members of workgroups are asked to take greater personal responsibility for their output in terms of meeting internal and external customer requirements.

The emphasis is on personal accountability for the quality of their work. They are taught to measure quality of work.

Total quality Process includes 6 areas:

Leadership

Team Work

Communicaton

Motivating Presence

People Development

Commitment to total quality process

London Business School have all these areas near to perfect and the keep on working very hard towards there goal and hence they are NO. 1 in UK.

CONCLUSION

Quality means the satisfaction of the customer-real or potential. Fitness for use, grade, degree of preference, degree of excellence and conformity to requirements are the major features of quality.

Quality circles are small groups of employees who meet regularly for solving different problems related mainly with cost, quality, efficiency, equipment, tools, morale, process control, fairly missed work, safety, learning and maintenance etc. Quality circles are fairly common in Japanese enterprises. Members of workgroups are asked to take greater personal responsibility for their output in terms of meeting internal and external customer requirements.The rest of the world has, forever, taken a leave out of Japanese book in establishing the quality circles. 'Quality Control 'helps achieve the qualitative objectives of the production system by keeping a check on all those parts of a production system that may have an impact on the quality of the product. The compromise over quality in order to contain costs, and in effect, the prices, is no longer the order of the day. We are basically concerned with system of quality standards for materials that are consumed in the processes.Total quality management is a rather new performing entering the field of quality control. It is a jtheney that never ends. It is the way to survive and succeed. It is a totally integrated effort for gaining competitive advantage by continuously improving every facet of an organisation's activities. W.E.Deming, J .M. Juran, P. B. Cross by, amongst others is the scholars who have contributy to the evolution of TQM. So if the organization wants to give the good quality of products and survive well in the market is should keep all the above factors up to

the record

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