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QMS Assignment 1

The document discusses quality management concepts including definitions of quality, perspectives on quality, and factors that have contributed to increased focus on quality in business. It also defines key quality terms and discusses how different business functions contribute to total quality. Quality is seen as important for competitive advantage, and quality management is more challenging but important for service organizations compared to manufacturing. A total quality approach can help organizations like Skilled Care Pharmacy meet challenges and improve customer service.

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John Michael Padilla
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121 views3 pages

QMS Assignment 1

The document discusses quality management concepts including definitions of quality, perspectives on quality, and factors that have contributed to increased focus on quality in business. It also defines key quality terms and discusses how different business functions contribute to total quality. Quality is seen as important for competitive advantage, and quality management is more challenging but important for service organizations compared to manufacturing. A total quality approach can help organizations like Skilled Care Pharmacy meet challenges and improve customer service.

Uploaded by

John Michael Padilla
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Review question:

1.What factors have contributed to the increased awareness of quality in modern


business?
 Global Responsibility
 Consumer Awareness
 Globalization
 Increasing Rate of Change
 Workforce of the Future
 Aging Population
 Twenty-first Century Quality
 Innovation

2. Summarize the six quality perspectives.


 Transcendent Perspective: excellence
 Product Perspective: quantities of product attributes
 User Perspective: fitness for intended use
 Value Perspective: quality vs. price
 Manufacturing Perspective: conformance to specifications
 Customer Perspective: meeting or exceeding customer expectations

3. Explain why a single quality definition is not sufficient.


- A single definition cannot suffice because you have various stakeholders involved
when producing a product or service.

4. Briefly summarize the history of quality before and since the industrial revolution.
What caused the most significant changes?
- The concept of quality came in the medieval period of Europe during the time of
craftsmen which is in late 13th century.
The craftsmen model was followed by the manufacturer until 19th century, where
industries of Great Britain started following product's quality inspection.
In the early 20th century, manufacturers started to follow quality inspection on the
practices.
The concept of total quality came in United States after the world war II during the
quality revolution of Japan. The Japanese and Americans together then started
concentrating on the inspection and improvement of the quality process by
organization's people.
In the 1970s, due to high quality competition between Japan and U.S. industries, the
concept of total quality management developed.
By late 20th century, the TQM has been implemented by many business owners and
within few years TQM has matured a lot and is implemented in healthcare, education
etc. sector.

5. Define the following terms:


a. quality assurance- providing consumers with goods and services of appropriate
quality, as a point of reference.
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b. total quality - developed as a total, company-wide effort--through full involvement of
the entire workforce and requiring a focus on continuous improvement – that companies
use to achieve customer satisfaction.

c. performance excellence - characterized by delivery of ever-improving value to


customers and stakeholders, contributing to organizational sustainability, improvement
of overall organizational effectiveness and capabilities, and organizational and personal
learning.

d. competitive advantage - refers to factors that allow a company to produce goods or


services better or more cheaply than its rivals.

6. Explain how each major function of a manufacturing system contributes to total


quality.
- Marketing and sales personnel are responsible for determining the needs and
expectations of consumers.
- Product design and engineering functions develop technical specifications for
products and production processes to meet the requirements determined by the
marketing function.
- A purchasing agent should not simply be responsible for low-cost procurement but
should maintain a clear focus on the quality of purchased goods and materials.
- Poor quality often results from time pressures caused by insufficient planning and
scheduling.
- Both technology and people are essential to high-quality manufacturing.
- Manufacturing processes must be capable of producing output that meets
specifications consistently.
- The purposes of final product inspection are to judge the quality of manufacturing, to
discover and help to resolve production problems that may arise, and to ensure that no
defective items reach the customer.
- Quality in Installation and Service- Service after the sale is one of the most
important factors in establishing customer perception of quality and customer loyalty.

7. Why is service quality especially important in today’s business environment?


- By providing top-notch customer service, businesses recoup customer acquisition
costs and cultivate a loyal following that refers customers, serves as case studies, and
provides testimonials and reviews.

8. Discuss the differences between manufacturing and service organizations. What are
the implications of these differences for quality management?
 Customer needs and performance standards are more difficult to identify and
measure
 Services requires a higher degree of customization
 Output is intangible
 Services are produced and consumed simultaneously
 Customers are often involved in actual process
 Services are more labor-intensive than manufacturing
 Services handle large numbers of transactions

9. How can business support activities help to sustain quality in an organization? Give
examples of some key business support activities and their role in quality.
 Finance and Accounting
-Budgeting, cost of quality
 Legal Services
-Liability
 Quality Assurance
-Coaching and special studies

10. How does quality support the achievement of competitive advantage?


 Is driven by customer wants and needs
 Makes significant contribution to business success
 Matches organization’s unique resources with opportunities
 Is durable and lasting
 Provides basis for further improvement
 Provides direction and motivation

11. What did Philip Crosby mean by “Quality is free”?


- an investment in improving quality pays itself back very quickly. While completely true,
that assumes that the customer can differentiate quality levels of products at the cash
register.

12. Explain the role of both design and conformance quality in improving a firm’s
profitability.
- A product's value in the marketplace, and hence, its profitability, is influenced by the
quality of its DESIGN. CONFROMANCE QUALITY is achieved through adherence to
specifications of the product, as designed.

Case Analysis: Skilled Care Pharmacy


1. How might the various definitions of quality apply to Skilled Care?
2. How are the six quality perspectives reflected in Skilled Care’s policy and operations?
3. Given the nature of Skilled Care’s operations and the challenges it faces, discuss
how a total quality approach can help the company meet these challenges and improve
its ability to provide the services its customers need.

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