Quality Management
QUALITY MANAGEMENT
MID TERM EXAM

Question You are a project management consultant assigned to a small manufacturing firm that has been experiencing a myriad of problems. After conducting interviews and fact-finding with key managers, you have observed the following:

•Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share •Customer complaints have reached an all time high
•Employee morale is at an all time low
•The company has no formal quality program in place
•No employee training program exists
•High employee turnover continues unabated
•Non-conformance costs are skyrocketing

After analyzing your data, you are now prepared to present your …show more content…

“X” also shall offer customer feedback options through different sources such as email, phone, mail, store, and social networks such as Facebook. With the different means of contact the organization will be able to bring in many opinions, complaints, and suggestions from their most prized company position, their customers. These different tools and methods of contact have to be established to constantly measure the company’s success, by measuring their customers’ satisfaction. When their customers are not satisfied the company is not succeeding. So with the use of these tools, they have access to areas that need to be addressed for the benefit of the customer. With the tools “X” could also further their quality planning for the company and future products. Alternatively, the organization might introduce ISO 9000. By doing so “X” may gauge fulfillment of its customer’s quality requirements and applicable regulatory requirements while aiming to enhance customer satisfaction and achieve continual improvement of its performance.

Employee morale is at an all time low

Solution:
To start with, “X” company has to provide its workers a productive environment, in order to help them give their best. “X”`s management must act as true leaders who aim to help people and machines do their best. According to W.E. Deming, rather than criticize performance, supervisors should act as mentors to their workers and create an environment of trust and encouragement so workers experience