Unit 33 : Quality Management in Business
Task 3: Quality control and service improvement
Assess role of communication and the various communication methods that related to your organization.
- Quality system introduced in 1987 by International Organization for Standardization in Geneva (Reid, 2001).
- Revised in 1987 and 2000
- Ensuring that materials, products, processes, and services are fit for their purpose.
- Technical specifications to be used as rules, guidelines, or definitions of characteristics
- To improve the quality of the product
- Quality of operations needs to be improved continuously to meet needs of customers and stakeholders.
- Develop confidence among various stakeholders like management, employees, clients, and shareholders and motivate them to fulfil the quality requirements
ISO 9000: Standards
- ISO 9000:2000, Quality Management Systems – Fundamentals and Vocabulary
- ISO 9001:2000, Quality Management Systems – Requirements
- ISO 9004:2000, Quality Management Systems – Guidelines for Performance Improvement
Structure of ISO standards
Five major sections:
- Requirements of the system – Establish a document for the quality management system.
- Management Responsibility – Management Commitment, Client Focus, Planning, Administration, Management Review.
- Management of the Resources – Provision of Resources, Work Environment, Human Resources (Wu, 2004).
- Product Realization – Realization Processes planning, Processes related to clients, Purchasing, Planning & Development, Control of Measuring/ Monitoring Devices and Service & Production Operations
- Data Measurement – Planning, Control of Nonconformity and Improvement
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ISO 9000 characteristics
- Leadership enables fulfilling customer requirements.
- Quality objectives are needed to be set and planned.
- Identification of process
- Management of process
- Analysis of the process.
- Measuring satisfaction of the customers
- Analyze the data
- Collection of data
- Usage of data.
- Effectiveness of the system to be improved regularly.
Timeline for development of ISO standards
The benefits of ISO certifications:
- Quality management system documentation
- Variation Reduction
- Helps in developing and expanding business
- Customer audit needs to be reduced and eliminated.
- Increased profitability
- Cost reduction
Problems of certification
- Application cost
- Maintenance cost
- Time of the application
- Maintenance time
- Internal expertise
- Executive commitment
- Registration selection process
Task 4: Quality management and organizational performance
(a) Examine the principles of quality management
Principles of QM
- It follows the long term future success approach through customer satisfaction.
- It involves the participation of employees of an organisation in improving the process, the product and the culture
- It achieves ‘QM’ throughout the organisation rather than for a product only
- Continuous training for the improvement in the product
- Understanding the current processes before beginning the improvement
- Product quality is the business of everyone
- Statistical approach for the product development
- Resource and Information sharing
- Communication barriers need to be eliminated
(b) Identify and discuss the quality systems and processes and how they impact on the overall performance of your chosen organization.
Impact of Quality management on the success of Apple Inc.
Apple’s main production partner is Foxconn. The senior executive at Apple had told Foxconn to strictly follow quality assurances to ensure that problem was not found in other iPhone5s units. This quality assurance technique does not pass through the production process. The desirable result will increase the metal bands. However the manufacturing cost of these phones will be more .This results in the slowing down of delivery to the consumers.
iPhone 5 devices are being made in the Foxconn factory in Zhengzhou, where the strict measures for quality control were followed that result in a strike by workers. Foxconn employees work on a National public holiday.
Quality control is an important aspect for Apple Company. The poor quality assurance will result in dramatic effects upon company’s reputation.
- Vision of the Apple Company
According to the company’s website, the vision of the Apple Company is that Apple is
Committed to provide the best personal computing knowledge to clients and
Professionals all around the world with the help of its software and hardware offerings.
- Mission of the Apple Company
According to the company’s website, the mission of the Apple Company is that it is the only company who designs the best personal computers in the world, which has features of OS X and professional software. Apple brings revolution in the digital music market by introducing iPods all around the world. Apple has introduced its revolutionary iPhone which has App Store, and iTunes. Apple iPhone is the mobile media future and iPad is the future of computing devices.
- Values of Apple, Inc.’s
According to the company’s website, the values of the Apple Company are that
- Believe in making simple but not complex products
- Believe in controlling the technologies that are used for designing the product
- Participation in markets to make a significant contribution
- Believe in rejecting thousands of projects to make them really focus on the important products
- Believe in collaboration of our groups, which allow us to bring innovation in the market
- Lack of super-efficient processors which are used by other rivals is the disadvantage of the Apple Company.
- The organization provides unchangeable batteries which creates problems for the end users when batteries are expired. As a solution, they should provide changeable battery system.
- In the customer’s care prospect, the company is doing its job very well. Also replacement of products if quality is not meeting user’s satisfaction.
- Step by step analysis is required to maintain quality needs which should not be ignored and customers are always helpful to give feedback for the next product.
- Apple’s main production partner is Foxconn. The senior executive at Apple had told Foxconn to strictly follow quality assurances to ensure that problem was not found in other iPhones.
- iPhone 5 devices are being made in the Foxconn factory in Zhengzhou, where the strict measures for quality control were followed that result in a strike by workers. Foxconn employees work on a National public holiday.
- Quality control is an important aspect for Apple Company. The poor quality assurance will result in dramatic effects upon company’s reputation
- Apple is famous for designing mobile phones, computer software and media players.
- Features of iPad are that it had touch screen interface, ran on iOS, did word processing, view images, music player, could read newspapers and magazines. Apple’s iPad is the media hyped tablet. Mobile safari was used to surf the web. The App store is used to download various paid and free apps (Goodman, 1994). It had the facility of accessing the internet through 3G or Wi-Fi
- In-depth analysis was conducted to fulfil the study objectives in order to understand the reasons behind the low competitiveness level of the UK companies against international Mobile companies operating in UK.
- The QM concepts aimed to gain understanding of QM implementation among end-users, project managers and the project supervision team
- Analysis of the QM data proved that efforts in space of time measurement, cost effectiveness and efficiency at implementing quality standards can further determine the quality failure in the UK Mobile companies.
- The research helps to investigate the implementation of QM, its benefits, the impact on profitability, market share, and quality services from Customers, empowering-users, and business stakeholder’s perspectives in the UK
- Apple brings revolution in the digital music market by introducing iPods all around the world.
- Apple products seem to be struggling as they are the market leaders of innovation in new technology. Change in today’s mobile technology helps in providing a huge competition now days.
- Products manufactured by Apple have quickly earned a brand loyalty and brought iPhone revolution in the market.
- Quality Management is a management technique which deals with the change in the definition and treatment of quality in the product development
- Apple products are sold all over the world through direct or online sales. Steve jobs didn’t follow the traditional approach in designing products, but follows the temperamental approach.
- Apple Company has managers who handle different areas of product development.
- Apple‘s team members follow the leadership approach. This leadership quality helps in getting result motivated employees.
- Perry, M., Le Heron, R., Hayward, D. J., & Cooper, I. 1997. Growing discipline through Quality management in a New Zealand horticulture region.Journal of Rural studies, 13(3), 289-304.
- Hinton, M., Francis, G., & Holloway, J. 2000. Best practice benchmarking in the UK.Benchmarking: An International Journal, 7(1), 52-61.
- Smith, S. 1988. Ten compelling reasons for QM.The QM Magazine, 1(1).
- Finn, M., & Porter, L. J. 1994. QM self-assessment in the UK. The QM Magazine, 6(4), 56-61.
- Youssef, M. A., & Zairi, M. 1995. Benchmarking critical factors for QM: part II–empirical results from different regions in the world.Benchmarking for Quality Management & Technology, 2(2), 3-19.Order Now