DB 1 Quality management

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Northeastern University *

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Electrical Engineering

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Dec 6, 2023

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DB 1 Hi All, Defining quality can be challenging because it is a subjective concept that varies depending on individual perspectives, expectations, and needs. According to Garvin (1984), the difficulty of defining quality is likely attributed to the multifaceted nature of the concept. Quality can encompass various elements such as performance, reliability, durability, aesthetics, and user satisfaction, making it challenging to capture in a single, universally applicable definition. To me, quality can be defined as the extent to which a product or service meets or exceeds the expectations and requirements of the end-user while adhering to industry standards and specifications. It involves the absence of defects, meeting design specifications, and delivering value for the price paid (Uzir et al., 2020). One situation where I experienced excellent quality was with an online electronics retailer. I purchased a laptop, and not only did it perform flawlessly, but the customer service was exceptional. They provided prompt assistance when I had inquiries and had a hassle-free return policy. The product was reliable, and the overall experience was delightful, meeting or even exceeding my expectations. On the other hand, I encountered poor quality when working with a home renovation contractor. The construction project had numerous delays, and the final output fell short of the agreed-upon standards. The work was subpar, with issues ranging from shoddy craftsmanship to materials that did not meet industry standards. It was evident that the quality of both the product and the service was lacking, which led to a frustrating and costly experience. In both instances, I would say the positive experience showcased quality through a reliable product and excellent service, while the negative one underscored how the failure to meet specifications and provide satisfactory service can lead to a perception of poor quality. To enhance our grasp of quality, I think it is crucial to engage with customers, set clear standards, strive to surpass them, and welcome feedback for continuous improvement. Reference Garvin, D. A. (1984). What does `product quality' really mean? Sloan Management Review, 26 (1), 25-44. https://link.ezproxy.neu.edu/login? url=https://www.proquest.com/scholarly-journals/what-does-product-quality- really-mean/docview/839193841/se-2 Links to an external site. Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon , 6 (12),

e05710. https://doi.org/10.1016/j.heliyon.2020.e05710 Links to an external site. DB 2 Discussion Topic: Creating a Culture of Quality Retrieve and read the article “Creating a Culture of Quality” by Ashwin Srinivasan and Bryan Kurey. The article was published in 2014 by the Harvard Business Review, accession number 95092560. In the article, the authors discussed the importance of leadership involvement in quality management effort. Why do the authors believe that leadership involvement is so important? Do you believe quality approaches are influenced by culture (individual and organizational)? Please explain. Provide adequate support for your postings and properly cite your sources Refer to the syllabus for grading information. Discussions are graded for writing skills (clarity, style, and grammatical structure, accuracy, quality and completeness). DB3 Discussion Topic: Communication and Quality How does project communication management relate to project quality management and the process improvement effort as a whole? Can you give an example where poor communication may affect quality and quality improvement? Provide adequate support for your postings and properly cite your sources Refer to the syllabus for grading information. Discussions are graded for writing skills (clarity, style, and grammatical structure, accuracy, quality and completeness). DB4 Discussion Topic: Quality and closeness to customers Retrieve the article below from the Business Source Complete database. You need your husky username and password to access the database via the University library Web page: http://library.northeastern.edu/ Forward, G. E., Beach, D. E., Gray, D. A., & Quick, J. C. (1991). Mentofacturing: A vision for American industrial excellence. Academy of Management Executive, 5 (3), 32-44. doi:10.5465/AME.1991.4274462 Read thoroughly the article and answer the following questions:

1. For a company like Chaparral Steel, why is a commitment to both its internal and external customers necessary? 2. As mentioned in the case study, research and development at Chaparral are integrated into product design and development. Do you think this is a good practice? Please explain. 3. Can a manufacturer be low-cost and high quality at the same time? Please explain. Provide adequate support for your postings and properly cite your sources Refer to the syllabus for grading information. Discussions are graded for writing skills (clarity, style, and grammatical structure, accuracy, quality and completeness). DB 5 Discussion Topic: The role of statistical process control (SPC) in quality improvement What is the role of SPC in quality improvement? Can quality improvement efforts be successful without statistical process control? Why or why not? Please support your arguments with examples and cite properly your sources. Provide adequate support for your postings and properly cite your sources Refer to the syllabus for grading information. Discussions are graded for writing skills (clarity, style, and grammatical structure, accuracy, quality and completeness). DB6 Discussion Topic: Lessons Learned and Self-Reflection What lessons have you learned or new insights do you have from your experience in this quality management class that could benefit you or others in your workplace? If you do not have work experience, you can envision a future employer or work environment. What insights do you have to make quality management become a routine within your organization or your future organization? You may earn up to 10 points for your participation in this forum. I will use the attached rubric to grade your participation.

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