Quality Management Essay

1542 Words7 Pages
Quality Management

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
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External customer requirements may be gathered and transformed into specific, actionable process improvements using quality function deployment, a well- structured product development process which dictates what the market requires into a program to create, manufacture, and deliver it. However, teams should collaborate to arrive at a common understanding of the customer needs and determine the appropriate technical requirement of each stage. As soon as customer expectations are met, customer satisfaction will improve, resulting in a take-back of market share and an increase in revenue.

Customer complaints have reached an all time high

At first “X” company has to conduct a SWOT analysis, which provides data for an organization to create strategic plans, appropriating resources and developing tools or actions to bring about continued success to analyze the organization. Once the SWOT analysis has been completed, the organization is able to create the mission and vision statements. In addition to what was said before, customer satisfaction should be one of if not the main objectives. To understand the level of customers’ satisfaction, and desires “X” should implement surveys called “customer satisfaction survey.” These surveys will be sent to new and old customers during certain times a year. E-mail surveys also have to be provided for all customers. The surveys will
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