BADM370IP5

BADM370-2301A - Quality Management

Quality Training Manual for ABC Company

Carlene Baines

February 16, 2023

Dr. Thomas Joseph

Table of Contents

I. Introduction

· History of quality management evolution 3

· Why is quality needed 3

II. Role of Leadership 4

· Strategic impact and Leadership Roles 4

· Metric performance 5

III. Quality Strategies and Tools 6

· Customer expectations 6

· Designing quality 7

· Defining metrics 7

· Mistake proofing 8

· Kaizen methods 8

· Six Sigma 9

IV. Quality Tactics in Supply Chain and Logistics 9

· Tools Use for the Internal Customer 9

· Tools Used for External Vendor Suppliers 10

V. References 12

Introduction

Quality management is essential to the growth and success of businesses of all sizes and fields. Using a combination of quality assurance and quality control, quality management ensures that a company's goods or services are of the highest quality and fit their intended use. In addition to ensuring that customers receive the highest quality product or service available, quality management can boost a business's bottom line by lowering the expenses normally associated with producing a product or service that falls short of customer expectations.

History of Quality Management

The requirement that all goods and services be of the highest quality has been a driving force in developing quality management. Total Quality Management (TQM) and Six Sigma are two of the most cutting-edge quality management techniques, which emerged from earlier quality control methods when quality was measured through largely manual processes. TQM, or Total Quality Management, is a method for enhancing quality that looks at the business and its operations as potential targets (Editorial Board. 2016). Quality is a top priority, and all staff members are encouraged to participate in making improvements so that they can better serve customers. To improve the quality of a process, Six Sigma employs a statistical methodology that relies on data and mathematical tools to root out and eliminate any lingering flaws.

Why is Quality Needed?

ABC Logistics, a leading provider of logistics and supply chain management services worldwide, is one of several companies implementing a strategic quality management program. ABC Logistics has instituted a thorough quality management program that uses TQM and Six Sigma to guarantee that all of its goods and services are up to par. ABC Logistics has improved customer satisfaction and decreased the expenses associated with defective items thanks to the deployment of these programs. In addition, ABC Logistics has been able to pinpoint and eradicate process inefficiencies thanks to TQM and Six Sigma's contributions to the company's overall operational efficiency.

Role of Leadership

As I continue to work as an employee in various organizations in the country, I gain more personal experience with quality improvement programs. Our organization is currently focusing on successful quality improvement programs, and every stakeholder is encouraged to work with others to achieve success. The quality improvement program that is currently implemented in our organization focuses on critical aspects such as developing a culture of quality in our practice and identifying and prioritizing possible areas for enhancement in the organization. As an organization, we ensure that the processes and procedures in our practice support and are incorporated into our quality improvement efforts. In our organization, the quality improvement culture might seem diverse for each practice. Still, it involves developing committed quality improvement teams, holding regular meetings, and developing policies about our quality improvement goals and objectives. Strategic impact and Leadership Roles

Senior managers are considered the providers of direction in the company. Strategic leaders are responsible for formulating the vision, mission, goals, strategies, and objectives the organization aims to achieve. Resource providers must solicit all the resources needed for activities, responsibilities, and actions to achieve the strategy, objectives, and company mission (Jared, 2018). In the process, they must also train their subordinates on strategy and other vital areas that need improvement to boost quality control and management. Senior leaders are also considered role models in creating the code of conduct and behavior they wish the employees to follow. Instead of mentoring everyone individually, their roles as role models involve the creation of a culture within the company that will emphasize quality control and productivity by motivating ethical behaviors and cultures hence eliminating cultures and actions that may lead to compromise on quality (Jared, 2018). Overall, they are responsible for making decisions on critical moves, activities, and functions to improve quality control in the company.

Metrics Performance

Firms must identify the key roles of the top management to facilitate training and avoid situations such as hiring a manager with no skills and experience required to perform the roles of the top manager. It is also critical for succession planning and training junior employees for success planning and job delegation, and other needs (Harman, 2018). Identifying these roles is necessary for the company to avoid significant consequences such as compromise on quality, unqualified leaders, and employees needing more motivation to do their work since they lack effective leadership. This is part of the cheerleading duty to ensure the organization has the right motivation and employees are committed to the greater goal. Part of this role extends to getting the right people for the job and rewarding them accordingly.

Managers can formulate the metrics for measuring and communicating performance by ensuring every activity has KPIs attached to it. The KPIs will be based on the activities, objectives, and ratings, enabling the employee to communicate their performance and focus on every activity (Shen et al., 2019). Therefore, every activity should include well-illustrated and straightforward objectives and critical activities to measure the success and achievement of these roles and duties.

Quality Strategies and Tools

Quality management tactics	Definition	Significance	Threats
Establishing customer Expectations	· This indicates that a business is adept at discerning what people desire and how they feel about its products and services (Gunasekaran et al., 2019). · A collection of intended outcomes from a person's interactions with a company might be considered their expectations of that company	· Very important in gaining repeat business and satisfying existing clients. · In addition, this statistic is useful for boosting a business's bottom line. · Considered crucial in forming lasting bonds	· When a business fails to deliver what its consumers anticipate. · A weakening of its competitive edge (Gunasekaran et al., 2019). · It might experience a decline in revenue and a fall in reputation.
Designing Quality	· A company's ability to incorporate quality into its products and services reveals the degree to which it draws on human expertise and experience when turning concepts into sellable goods and services. Designing for quality reframes issues as errors rather than defects, places more focus on process stages than end products, and stresses the value of inputs over outcomes.	· Makes a positive first impression, which increases business. · The essential items from many companies are readily apparent to consumers (Trajkovska et al., 2023). · Adds to consumers' confidence in a company's service or product	· Perhaps leading to a decline in confidence and a corresponding decrease in sales volume · It can give clients a negative impression of your goods and services, particularly if contrasted with rival companies' high-quality goods and services.
Defining Metrics	· These are the steps that management has taken to ensure that consumers will receive the products and services for which they have paid in full (Trajkovska et al., 2023).	· They support and reflect management's efforts to achieve performance objectives. · They exhibit the ideals a business upholds.	· They also show the danger poor production brings to a business. · Inadequate quality control procedures may lead to problems with the quality of services and goods.
Mistake-proofing	· This phrase describes the prevention of disasters on production lines or assembly lines. The best error checking is often provided by machines that employ automation to eradicate human mistakes (Trajkovska et al., 2023).	· The removal of errors and flaws results in the relief of the strain of repeatedly fixing the same issue, which boosts employee morale. · By identifying and correcting errors before they become an issue, proofreading helps industrial processes become more cost-effective. · To maintain a consistent level of product quality, mistakes must be avoided.	· Security issues might develop in the absence of mistake-prevention procedures. · Failure to implement error-proofing might cause issues for future business operations. · Without any error-proofing, there is a high possibility that mistakes will happen often.
Kaizen	· Kaizen refers to the idea of continuously seeking to do a better job. The concept of Kaizen first appeared in the Japanese corporate world (Komleva et al., 2023 September).	· Safeguards the quality of the system, the processes, and the service. · A product that comes with a warranty is perfect. · The Kaizen technique of continual workplace development emphasizes making tiny, gradual improvements and cutting waste.	· If Kaizen is not applied, inadequate quality control procedures are in place. · It is conceivable that operations will lag (Komleva et al., 2023 September).
Six Sigma	· Six Sigma is a corporate approach for identifying and eliminating the root causes of flaws and faults in service and industrial processes by focusing on things that are both essential to customers and have good revenue-earning prospects for the company.	· Strategic management for organizations is made simpler. · Increases time management and Encourages employee motivation. · Increase consumer loyalty to your brand. · Reduce the duration of production (Komleva et al., 2023 September).	· Unauthorized instruction could also be widespread. · The result of poor planning is anarchy · Decline in openness · It is probable that this will make a poor situation for the person's reputation far worse. · Additionally, the training that was obtained could have needed to be more consistent.

Quality Tactics in Supply Chain and Logistics

Tools Use for the Internal Customer

Firstly, I would recommend ABC Logistics, establishing customer expectations. Understanding what customers want and needs is crucial for any business to succeed. By gathering customer feedback and analyzing their behavior, a company can identify areas for improvement and design products and services that better meet their needs. Secondly, defining metrics is also essential for quality management. Metrics provide a way to measure performance and identify areas where improvements can be made. This can be achieved through tools such as Key Performance Indicators (KPIs), which help to track progress toward specific goals and targets. Finally, I recommend implementing Kaizen. This continuous improvement strategy aims to enhance processes and systems by making incremental changes (Janjic et al., 2020). Kaizen can be applied throughout the organization and involves all employees, who are encouraged to identify problems and suggest solutions.

Tools Used for External Vendor Suppliers

When applying quality management tactics externally with vendors, mistake-proofing is a valuable tool. This involves designing processes and products in a way that reduces the likelihood of errors occurring. By working with vendors to implement mistake-proofing, a company can ensure that the products and services they receive are of high quality and meet their specific requirements. Additionally, Six Sigma can also be helpful when working with vendors. It is a data-driven approach to process improvement that focuses on reducing defects and improving quality (Noori & Latifi, 2018). By applying Six Sigma to vendor processes, companies can ensure they deliver high-quality products and services to their customers.

Another quality management tactic that can benefit a company to implement is designing quality. This involves creating products and services that are of high quality from the outset. By incorporating quality into the design process, a company can reduce the risk of defects and errors occurring during production. This can be achieved through tools such as Design for Six Sigma (DFSS), a methodology for designing products and services that meet customer needs while minimizing defects and variability. When applying quality management tactics externally with vendors, it is essential to establish clear expectations and metrics. This can be achieved through a Service Level Agreement (SLA), a contract between a company and its vendor that defines the level of service that will be provided. The SLA should include specific metrics, such as response times, resolution times, and quality standards, that the vendor must meet (Yang et al., 2022). By having a clear SLA in place, a company can hold its vendors accountable for delivering high-quality products and services.

References

Anil, A. P., & Satish, K. P. (2019). Enhancing customer satisfaction through total quality management practices – an empirical examination. Total Quality Management & Business Excellence, 30(13-14), 1–21.

Arifin, S., Darmawan, D., Hartanto, C. F. B., & Rahman, A. (2022). Human Resources based on Total Quality Management. Journal of Social Science Studies (JOS3), 2(1), 17–20.

Atkinson, P. (2014) DMAIC: A methodology for Lean Six Sigma business transformation. Management Services, 58(1), 12-17.

Colorado Technical University Online. (2023). BADM370 Phase 1 multimedia course material: Quality Management [Multimedia presentation]. Retrieved from Colorado Technical University Online, Virtual Campus, BADM370- 2301A: https://campus.ctuonline.edu

Editorial Board. (2016). Essentials of quality management. Retrieved from Colorado Technical University Online, Virtual Campus, BADM370-2301A: .

Gunasekaran, A., Subramanian, N., & Ngai, W. T. E. (2019). Quality management in the 21st-century enterprises: Research pathway towards Industry 4.0. International journal of production economics, 207, 125-129.

Harman, G. (2018). The management of quality assurance: A review of international practice. Higher Education Quarterly, 52(4), 345–364.

Janjić, V., Todorović, M., & Jovanović, D. (2020). Key success factors and benefits of Kaizen implementation. Engineering Management Journal, 32(2), 98-106. https://doi.org/10.1080/10429247.2019.1664274

Jared, S. (2018). Impact of top management commitment on quality management. International Journal of Scientific and Research Publications, 5(8), 1–5.

Komleva, N., Liubchenko, V., Zinovatna, S., & Kobets, V. (2020, September). Decision Support System for Quality Management in Learning Process. In ICST (pp. 430-442).

Noori, B., & Latifi, M. (2018). Development of Six Sigma methodology to improve grinding processes: a change management approach. International journal of lean six Sigma, 9(1), 50–63.

Shen, B., Xu, J., Wang, Y., Jiang, W., Teng, J., & Ding, X. (2019). Continuous renal replacement therapy quality control and performance measures. 40 Years of Continuous Renal Replacement Therapy, 194, 134-145.

Trajkovska, A. D., Petrevska Nechkoska, R., & Manceski, G. (2023). Key Directions for the New Project Manager: Project Management Tactics (PMT). In Facilitation in Complexity: From Creation to Co-creation, from Dreaming to Co-dreaming, from Evolution to Co-evolution (pp. 67-91). Cham: Springer International Publishing.

Yang, C. C., Jou, Y. T., Lin, M. C., Silitonga, R. M., & Sukwadi, R. (2022). The Development of the New Process of Design for Six Sigma (DFSS) and Its Application. Sustainability, 14(15), 9294.