BUS7007

QUALITY MANAGEMENT

ASSIGNMENT – PART 2

STUDENT ID
MODULE LEADER
DATE OF SUBMISSION

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Table of Contents
TASK 1..........................................................................................................................................................................................3

CRITICAL EVALUATION OF A QUALITY MANAGEMENT TOOL AND TECHNIQUES THAT ARE AVAILABLE IN JAGUAR LAND ROVER
COMPANY......................................................................................................................................................................................................... 3

TASK 2..........................................................................................................................................................................................6

IDENTIFYING ONE EXAMPLE OF QUALITY MANAGEMENT TOOLS AND TECHNIQUES THAT ARE USED RECENTLY IN JAGUAR
LAND ROVER COMPANY................................................................................................................................................................................ 6

REFERENCES..............................................................................................................................................................................9

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Task 1

Critical evaluation of a quality management tool and techniques that are available
in jaguar Land Rover Company

Jaguar Land Rover is a subsidiary of the international automotive firm JLR, which has its
headquarters in the United Kingdom and specializes in the production of luxury automobiles.
JLR is also abbreviated as JLR. The company has applied a diverse range of quality management
strategies and procedures in order to enhance its business operations and advance toward the
accomplishment of the objectives it has established for itself. In this piece, we will conduct an in-
depth review of the various quality management tools and strategies that are available to JLR and
will discuss our findings. The ways in which these tools and approaches contribute to JLR's
achievement of its business goals and the ways in which they enhance the operation of the
company's systems and procedures will be the primary areas of discussion. JLR is one of the
companies that uses the Total Quality Management system as one of its quality management
tools (TQM). The Total Quality Management (TQM) approach is a process that places an
emphasis on the continuous improvement of company procedures, in addition to the quality of
products and the level of pleasure experienced by customers. To ensure that all of JLR's business
processes are streamlined, efficient, and effective, the company uses Total Quality Management
(TQM), which was developed by Deming. This lends a hand to the company in reducing the
amount of waste, enhancing productivity, and raising the overall level of satisfaction experienced
by consumers. For instance, JLR has implemented a TQM system that keeps tabs on how well its
suppliers are doing their jobs. This helps the firm to decide which aspects of its supply chain
activities need to be improved and allows it to optimize those processes. It also enables the
company to determine which aspects of its supply chain operations need to be improved (JLR,
2022).
Six Sigma is a methodology for the improvement of processes that aims to increase quality and
decrease the number of defects that occur in both the manufacturing and service industries. Six
Sigma is a concept that is frequently utilized by businesses in order to increase the efficiency of
their processes and get rid of waste. This philosophy is founded on the idea of continuous
improvement. Jaguar Land Rover (JLR) is a British multinational automobile manufacturer that

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has incorporated Six Sigma in its manufacturing processes to improve quality and minimize
defects. This was done in an effort to reduce the overall number of defects. The DMAIC process,
which stands for "Define, Measure, Analyze, Improve, and Control," is one that the corporation
uses to locate, quantify, and eradicate flaws in the manufacturing processes it employs.

This is a quick rundown of how JLR has integrated the Six Sigma quality management system
into their production procedures:

 In the first phase of the Six Sigma process, the problem or issue that needs to be solved is
defined. This step is also known as "definition." JLR highlights the primary areas for
development, which may include lowering the number of faults in the manufacturing
processes or raising the level of pleasure felt by customers.
 The second step is to measure the present performance of the process by using data to
compile the results. JLR conducts research to compile information on important
performance metrics like defects per million opportunities (DPMO) and customer
satisfaction scores.
 Analyze: The third stage is to do an analysis of the data in order to determine the
underlying source of the issue. JLR makes use of a variety of statistical tools and methods
in order to do an analysis of the data and isolate the primary elements that are responsible
for faults or poor performance.
 Enhance: The implementation of enhancements to the process based on the findings of
the analysis constitutes the fourth step of the process. JLR makes adjustments to the
procedure, which may include enhancing the training of workers, enhancing the
efficiency of production lines, or modifying the design of individual components.
The fifth and last phase in the process is to assure that the progress that has been made will be
maintained over the course of time. This can be accomplished by careful monitoring and
management of the process. JLR makes use of control charts as well as a number of other
statistical tools in order to keep a tight eye on the manufacturing process and identify any
possible difficulties before they become serious concerns. JLR is able to identify any possible
difficulties before they become significant problems because to this. JLR has been in a position
to boost the overall quality of its products and lower the number of faults that occur during the
manufacturing process as a direct result of the incorporation of Six Sigma into the company's

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production processes. Both the simplification of JLR's procedures and the provision of its clients
with items of the highest possible quality have been accomplished with remarkable success by
the company. This accomplishment may be credited, in a significant measure, to the company's
utilization of data and statistical methods with the intention of locating and fixing challenges.
JLR utilizes not only Total Quality Management and Six Sigma, but also a method known as
Lean Manufacturing in its production processes. Lean manufacturing is a technique that aims to
eliminate waste and improve efficiency by locating and eliminating operations that do not
contribute to the value of the product that is being created. This is accomplished by reducing the
amount of time spent on activities that do not add to the value of the product. This technique
aims to reduce costs while simultaneously increasing overall productivity. JLR applies the
concepts of lean manufacturing in order to reduce the amount of time necessary to make a
product, enhance the quality of the product, and increase the number of consumers who are
happy with the company's offerings. As an illustration, JLR has implemented Lean
Manufacturing in the production line for their engines. This allows for more efficiency. Because
of this, the company has been able to reduce the amount of waste that it creates while at the same
time enhancing the effectiveness of its production (JLR, 2022). Moreover, JLR is committed to
the Japanese idea of Kaizen, which can be rendered as "continuous improvement." Kaizen is a
strategy that aims to bring about significant improvements in both the processes and the products
that are being produced. This is accomplished by gradually and gradually improving both
through the application of small, incremental changes. Kaizen is a Japanese word that means
"good development." JLR integrates kaizen into its business operations with the intention of
improving the efficacy and efficiency of those processes, reducing costs, and increasing the level
of satisfaction that JLR's clients derive from their interactions with the company. For instance,
JLR has incorporated Kaizen into its manufacturing processes, which has allowed the company
to both increase the overall quality of the products it sells and decrease the amount of money it
spends on the items themselves (JLR, 2022).
In general, the quality management methods and strategies that JLR employs have been of
assistance to the company in achieving its business goals, as well as in boosting customer
happiness, lowering expenses, and improving the efficiency of its systems and processes. TQM,
Six Sigma, Lean Manufacturing, and Kaizen are all useful methodologies that can assist
businesses in enhancing their operations and achieving the objectives they have set for their

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companies. The dedication of the organization's leadership, the participation of employees, and
the efficient application of the tools and procedures are all necessary for the success of these
approaches; yet, this success is not guaranteed.

Task 2

Identifying one example of Quality management tools and techniques that are used
recently in Jaguar Land Rover Company

One quality management tool that has been demonstrated to support problem-solving is the 5
Whys technique. The 5 Whys technique is a simple but effective tool for identifying the root
cause of a problem. The technique involves asking "why" five times in order to drill down to the
underlying cause of the problem. The Five Why tool is a problem-solving technique that is
commonly used in Total Quality Management (TQM) to identify the root cause of a problem. It
is a simple but powerful technique that involves asking "why" multiple times to get to the root
cause of a problem. By asking why several times, you can peel back the layers of the problem
and reveal the underlying cause. The Five Why tool is based on the idea that any problem can be
traced back to a root cause. By identifying the root cause of a problem, you can implement
effective solutions that will prevent the problem from recurring in the future. The Five Why tool
is a systematic and structured approach to problem-solving that can be used by anyone in an
organization.
The Five Why tool consists of five steps:
 Step 1: Define the problem: The first step in using the Five Why tool is to clearly define
the problem. This involves identifying the problem, its symptoms, and its impact on the
organization. This step is crucial because if the problem is not clearly defined, it can be
difficult to identify the root cause.
 Step 2: Ask "why”: The second step in using the Five Why tool is to ask "why" the
problem occurred. This involves asking why the problem happened, what caused it, and
what factors contributed to it. The answer to the first "why" question will provide the
basis for the second "why" question, and so on.
 Step 3: Repeat the process: The third step in using the Five Why tool is to repeat the
process by asking "why" four more times. Each time you ask "why," you should delve
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 deeper into the problem to identify the root cause. By the fifth "why" question, you
should have identified the root cause of the problem.
 Step 4: Verify the root cause: The fourth step in using the Five Why tool is to verify the
root cause. This involves testing the hypothesis to ensure that the root cause is indeed the
cause of the problem. This step is important because if the root cause is incorrect, any
solutions that are implemented will not be effective.
 Step 5: Implement solutions: The final step in using the Five Why tool is to implement
solutions to address the root cause of the problem. These solutions should be designed to
prevent the problem from recurring in the future. It is important to monitor the
effectiveness of the solutions to ensure that they are working as intended.
In summary, the Five Why tool is a simple but effective problem-solving technique that can be
used by anyone in an organization. It involves asking "why" multiple times to identify the root
cause of a problem. By using this technique, organizations can implement effective solutions that
will prevent problems from recurring in the future. Jaguar Land Rover was able to establish the
underlying cause of the problem and devise a solution that not only addressed the symptoms of
the problem but also confronted the problem at its heart, as opposed to only treating the
symptoms of the problem. This was accomplished by employing the 5 Whys technique in this
fashion. Not only would this result in their products and services being of a greater quality, but it
would also make their company more efficient, which would result in a reduction in their overall
costs.
Total Quality Management (TQM) is an approach for resolving issues that makes use of a tool
for problem-solving that is known as the Five Why tool. This tool was developed by Deming and
Deming and Associates. In order to identify the primary cause of a problem, the user of this tool
will need to repeatedly ask "why" before arriving at a conclusion. The objective of the tool is to
provide assistance to businesses in the improvement of their processes, the localization and
resolution of issues, and the reduction of the risk that these issues will recur in the foreseeable
future. The Jaguar Land Rover (JLR) Corporation, which is a British multinational automotive
corporation, is an example of the kind of business that makes use of this tool in order to improve
its quality management and is one of the companies on this list.
Here is an elaboration of the Five Why tool in TQM of Jaguar Land Rover Company:

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 1. Identify the Problem: The first step in using the Five Why tool is to identify the problem
that needs to be solved. This could be an issue with a product, process, or service. JLR
uses this tool to identify problems that impact their products' quality, such as defects or
faults in their cars.
2. Ask "Why" Questions: Once the problem has been identified, the next step is to ask
"why" questions repeatedly. Each time a question is asked, the answer leads to another
"why" question until the root cause of the problem is identified. JLR uses this process to
identify the underlying causes of quality problems in their cars.
3. Establish Cause-and-Effect Relationships: Asking "why" questions repeatedly helps to
establish cause-and-effect relationships between the problem and its root cause. For
instance, if the problem is a defect in the car's engine, asking "why" repeatedly may
reveal that the defect is caused by a malfunctioning component, which in turn is caused
by a supplier's poor quality control.
4. Address the Root Cause: Once the root cause has been identified, it can be addressed
directly. JLR uses this information to determine the appropriate corrective action needed
to fix the problem. This might involve redesigning a component or changing a supplier.
5. Monitor Progress: After corrective action has been taken, it is essential to monitor
progress to ensure that the problem does not recur. JLR uses this tool to monitor the
effectiveness of corrective actions taken, and if the problem recurs, the process is
repeated to identify the new root cause.
In conclusion, the Five Why tool is an essential problem-solving technique used by Jaguar Land
Rover Company to identify the root cause of quality issues in their cars. This tool helps the
company to address problems effectively, enhance quality, and reduce the likelihood of recurring
issues.

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