Total Quality Management - Explain the importance of customer and customer services

Total Quality Management - Explain the importance of customer and customer services

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  Need Answer Sheetof this Question paper, contact [email protected] www.mbacasestudyanswers.com ARAVIND – 09901366442 – 09902787224 Total Quality Management CASE STUDY : 1 An organization exists because of its customers. Customer satisfaction is a proof of successful TQM implementation and therefore finds high importance in the Malcolm Baldrige National Quality Award criteria and quality system certification standards. Quality is defined from customer’s perspective. TQM requires focus or both external as well as internal customers. Customer perception of quality depends on many aspects, such as performance, service, warranty price and reputation. Organizations need to set up a feedback mechanism for measuring level of customer satisfaction. Organizations must listen to each complaint, analyze root causes and take corrective and preventive action to resolve the same. Q1) Is the main concern of most consumers the price of the product or service? Explain. Q2) Explain the importance of customer and customer services? Q3) Explain customer code of ethics? Q4) How does employee satisfaction relate to customer satisfaction? CASE STUDY : 2 Senior leadership of an organization should set direction, creative clear vision, inculcate customer focus, nurture values and set clear expectations to motivate employees and suppliers. Stephen Convey’s The Seven Habits of highly Effective People provides a foundation of ethical and principle centered leadership to drive TQM implementation. Deming’s 14 points also provide guidance to decide the policies and direction. It is critically important that leadership and senior management demonstrates their commitment and involvement through their actions for the success of TQM. A quality committee consists of leadership and functional leaders. This committee establishes the objectives and roadmap and provide resources for TQM implementation. Q1) Define leadership? Q2) Select one or more of Deming’s 14 points and describe how you would achieve or implement it? Q3) “Seek first to understand, then to be understood”, Explain briefly.
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  Q4) Discuss therole of TQM leaders? CASE STUDY : 3 The organizations which have intentions to grow and perform well should measure themselves against the best industry practices. Bench marking provides a systematic approach to achieve this purpose. It primarily contains two elements first doing comparative performance measure on the basis of well established metrices and second understanding why their own performance differs from the targeted value. Benchmarking can be adapted to any business or production process. The organization must identify critical processes or business measures, which it wants to benchmark and at the end achieve it. Several techniques are available to carry out the benchmark studies. Organizations must ensure that business ethics are maintained in obtaining such data and should avoid copying the processes blindly. Q1) Explain how an organization might benefits from benchmarking organizations in a completely different industry? Q2) Identify and explain the three main types of benchmarking? Q3) In which circumstances would above each type be most appropriate? Q4) What are the advantages to using benchmarking as an improvement tool? CASE STUDY : 4 TQM encompasses all aspects of business. Its key concepts are emphasis on management commitment, customer focus, involvement of all, continuous improvement, treating suppliers as partners and performance metrics. The philosophy of TQM has evolved through the contribution of many quality gurus, including Shewhart, Deming, Juran, Feigenbaum, Ishikawa, Crosby, & Taguchi. The principles and tools laid down by these experts provide a solid foundation for the TQM frameworks. The journey to TQM starts when the management realizes the need. The need could be due to same external factors such as loss of market share or some interna factors such as a loss of productivity. These are nine different dimensions to qualify. These are several obstacles in implementing TQM, the most important being the lack of management commitment. Substained implementation of TQM can result in benefits such as improvement in quality, productivity, reliability, market share, revenue, profits and growth. In spite of this, the proportion of companies implementing TQM is low. Q1) Explain the TQM concepts and of the six basic TQM concepts which were the most effective in world war II? Explain. Q2) Which of the gurus would be the father of quality control & why?
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  Q3) Why theproportion of companies implementing TQM is low? Q4) Define the term Quality? Need Answer Sheet of this Question paper, contact [email protected] www.mbacasestudyanswers.com ARAVIND – 09901366442 – 09902787224