Quality is defined based on each and every customers needs. Based on Juran there are two definitions on quality,
Based on Oakland (1995), "Quality is perceivable, measurable move from mere satisfaction to "delight and reputation for excellence".
One of the text book references for quality is "Quality is consistently meeting your customer needs and expectations, and developing the full potential of the resources used in the process" (David W.Hutton)
Background of the case
Executive Holloware is a manufacturing company producing a wide range of cutlery and tableware items. The problems in the manufacturing unit faced by the entire organisation at all levels are the backlog in work and problems in quality of product. Paul stone, who was in charge of the quality assurance handles two approaches to find solution to the problem as it had a very big impact on financial aspects also, as talking to the people at various stages in the organisation and a quality survey to check the maximum control point to concentrate on quality improvement in order to find a smooth run with higher productivity. People in different levels of organisation informed Paul about the drawbacks what they find in their aspect in regarding to improve.
Reasons for Quality is important to Executive Holloware
Because of the following reasons quality is more important to Executive Holloware
What do you understand by the term 'quality?'
According to me quality represents the value given for products or services by a customer. The few definitions of quality gained from books based on various concepts like Customer based, Product based, Value based, Manufacturing based, Transcendent based.
In order to improve a process or to add some features or to decrease cost or to gain certain specification quality may be used as a benchmark.
The various definitions taken from books for the term Quality are
Customer based - Meeting the requirements of the customer or providing a product what customer wants, example is a customer buying bread
Product based- "Differences in quality amount to differences in the quality of some desired ingredient or attribute." (L. Abbott, Quality and Competition, pp.126-127), example is a Dell laptop
Value based - "Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost." (R.A. Broh, Managing Quality for Higher Profits, 1982, p.3), example is Skoda cars
Manufacturing based - "Quality is the degree to which a specific product conforms to a design or specification." (Gilmore, June 1974, p.16).example rolls Royce cars
Transcendent based - "Quality is neither mind nor matter, but a third entity independent of the two...even through Quality cannot be defined, you know what it is." (R.M. Pirsig, Zen and the Art of Motorcycle Maintenance, pp.185-213). Example MS office software package
Specifying 'quality' for executive holloware
Quality for Executive holloware could be specified into two categories as internal quality requirements and external quality requirements
Internal quality requirements:
To produce defect free products, scratch fewer products, non bruising product, no misshapen or dimensional accurate product are the key internal requirement what a product should have to fulfill the internal quality requirements. To create a customer based requirements always perfect at the first time. Specification should be limited to narrow tolerances in order to gain a proper channel in manufacturing.
External Quality requirements
Fulfill the needs of the customers. The product that goes out of the factory should be an ideal one rather than getting rejected at the retailers or from the customers. Finished Products must be ideally correct in such a way that the customer should understand that they are buying a product for a good value.
Underlying causes of the problems at executive holloware
The causes of the problems at the Executive halloware are
Executive hollowware measure quality at each stage of the process by following ways
Measuring quality is the most comprehensive approach at the various points of the process in order to improve the quality for the next time around. The measurements of the quality should be measured at various stages at the quality of the finished product, quality in the process, to identify where the lack of quality in the products is.
Identifying a problem, measuring the problem on how effective is its implication to the final product and Problem solving is the initial work of the QC team to concentrate in analyzing a problem and developing a solution for the problem as well as improving the process.
Identify a problem
Executive should frame requirements and expectations check list based on the internal and external quality requirements is to be framed clearly and understandably to all people of the organization. Framing the quality characteristics based on the requirements and check for the gaps of what makes the process fail or quality problems. Understand what the problem that causes the defective products like is misshape, bruise, scratches in the products. In the case the QA team has found problems and at each stage they need to identify the various causes of the problem.
Measuring a problem
The analysis of the problem would give them the idea of what the problem is all about and from which stage has it been arrived from. The PDCA cycle is the way of evaluation of solving the problems. After analyzing the problems, a special quality inspection team should be formed by Executive Halloware. Defining the problem as this is what the problem is and need to analyze the problem structure of the causes and the problems. Based on the problems framed and the actual requirements based on the customers perspective and manufacturing value the quality standards needs to be framed. The focus must be clear on what actually matters on view of quality and the metrics should inform clearly whether the information or the standards mentioned have met the requirements and definition of quality. The quality could be measured by using various tools like statistical process control chart, control charts, correlation chart, check sheet, Histogram and measles chart, Pareto Analysis, etc.
Solving the problem
For Executive Halloware, a process chart determining the flow should be framed initially with all clear check list measures. Flow of the materials in the process and the stages of delay / waiting time is drawn and identified where the backlog in work starts and why. Statistical process control charts to be formed after every step of process and calculate the variety of variances by taking periodic sample checks. Then plot the values of the samples on control chart and determine the range in variation of quality. At the end of which the variability will be found and problem creating points can be found. The technical team of the QA should be analyzing the better potential solutions for every problem that has been found with proper internal communication between the workers and QA team them. Among from that selecting the right idea for solution should be done and implement the solution until the process gets a defect free one. From which they need to evaluate the solution whether the identified problem was resolved or needs to reconsider for a better solution. As in the PDCA cycle, check and react is what needs to be done for solution. Evaluating the solution from forming the diagrams and charts and sheets would lead to a better control in the process as well as the improvement in performance which would lead to continuous improvement if done on a regular basis. The below diagram is the stepwise process chart for measuring the quality and problem solving.
Process in problem solving
Steps would be advised Paul Stone to take to improve quality
Paul could implement the management techniques to improve the quality and working culture. Some of the steps what Paul could consider are
