Assignment

Q1 Explain the need for the quality systems in an organization?

In a situation where one product is manufactured and supplied to one customer and the
relationship is established over a period of time, it is possible that the employees working
in the organization in any function are clear about the requirements. they may be knowing
the correct parameter to be employed, the right tool and the right packing. But, today we
have several suppliers all over the world supplying to many different customers and each
has his own requirement. The customer wants his requirements to be translated into
product without errors. Quality systems fulfil the need of speaking on behalf of the
customer to all in the organization and coordinating their activities with one goal i.e.
customer satisfaction.

Q2 Importance of quality control with example.

1. Encourages quality consciousness:
The most important advantage derived by introducing quality control is that it develops
and encourages quality consciousness among the workers in the factory which is greatly
helpful in achieving desired level of quality in the product.

2. Satisfaction of consumers:
Consumers are greatly benefited as they get better quality products on account of quality
control. It gives them satisfaction.

3. Reduction in production cost:

By undertaking effective inspection and control over production processes and
operations, production costs are considerably reduced. Quality control further checks the
production of inferior products and wastages thereby bringing down the cost of
production considerably.

4. Most effective utilization of resources:

Quality control ensures maximum utilization of available resources thereby minimizing
wastage and inefficiency of every kind.

5. Reduction in inspection costs:

Quality control brings about economies in inspection and considerably reduces cost of
inspection.

6. Increased goodwill:
By producing better quality products and satisfying customers needs, quality control
raises the goodwill of the concern in the minds of people. A reputed concern can easily
raise finances from the market.
 7. Higher morale of employees:
An effective system of quality control is greatly helpful in increasing the morale of
employees, and they feel that they are working in the concern producing better and higher
quality products.

8. Improved employer-employee relations:

Quality control develops to better industrial atmosphere by increasing morale of
employees which ensures cordial employer-employee relations leading to better
understanding and closeness between them.

9. Improved techniques and methods of production:

By supplying technical and engineering data for the product and manufacturing
processes, improved methods and designs of production are ensured by quality control.

10. Effective advertisement:

Organizations producing quality products have effective advertisement. They win the
public confidence by supplying those better quality products.

11. Facilitates price fixation:

By introducing quality control measures, uniform products of same quality are produced.
This greatly facilitates the problem of price fixation. One price of standard products
becomes prevalent in the market.

12. Increased sales:

Quality control ensures production of quality products which is immensely helpful in
attracting more customers for the product thereby increasing sales.

Example (Samsung v/s apple)

Last year when Samsung and Apple launched their flagship phones Galaxy Note 7 and
iPhone 6. Samsung usually dominate the market when comes to selling phones (in
quantity) but things changed when news were there of note7 blowing off, thousands of
units were already sold so customers were called to exchange their phone to new and
safer ones but the problem remained and it was not the phone that Samsung design but it
was the battery that they get from other supplier company and the final product did not
end up in one fine piece. Blowing phone scared people as no one wants a ticking bomb in
their pocket which affected image of Samsung as a brand and Samsung lost its edge over
apple last year leading to 30% fall in profit and as a result apple hit a rise the highest sale
ever and become the most valuable brand in the world with highest profit. This could be
due to their bad quality control and failure of quality assurance for that particular model
which leads to huge fall in customer satisfaction and trust on company and its other
product also. Point is bad product quality management not only reduce revenue but also
affect image and reputation of company for future, doesnt matter how big the company
is, it has to face consequences.
Q3 Discuss the implementation of ISO:9000:2000 quality systems.

The ISO 9001:2000 (now revised to 2008) needs be implemented in a planned way. For a
big company this exercise may take about six to eight months and for a small company it
may take 3 to 5months time depending on the efforts put in continuously.
The activities are detailed as follows.
1. Management should declare the intention to go for ISO standard QMS and nominate a
team which will implement the standard.
2. The team meets and deliberates about the present status and decides the time required.
3. Management to declare the Quality Policy and objectives to all the people.
4. Management will inform the functional Heads to study the requirements and
understand the need to have processes which are cutting across the functions.
5. The team defines the key processes in the company they may be 5 to 10 depending on
the complexity of the companys operations.
6. The process maps are prepared and verified by all the managers.
7. Thus constitutes the main implementation document.
8. The Quality manual is written with the process maps as guiding document.
9. The II level procedures are written by the dept. heads with the assistance of all the
employees.
10. The documentation is completed for all activities and the documents are released for
all the employees.
11. The Internal auditors are trained for conducting the audits on all aspects of the
company and its operations.
12. The internal audits are conducted and the flaws in the system are reported.
13. The management reviews the audit findings and takes the corrective actions.
14. After getting convinced that the system is stable, the management requests the
certification agency to come and do an external audit.
15. The selected agency sends its team of auditors who come and do the audit and submit
the report to the management.
16. In case there are no major discrepancies or non-conformances the certificate is
awarded to the companys Quality management system which is valid for 3 years subject
to an annual surveillance audit.

Q4 Case Study

A 50 years old manufacturing company that supplies Sanitary-ware, Faucets,

Tiles, Wellness and Bathroom accessories, finds it difficult to face
competition in the last few years. Even though there are external reasons
like imported components and arrival of foreign competitors, the company
has figured out that the productivity is not optimum in its main plant. A visit
to the plant showed that the workplace is not recognized well. Unnecessary
parts and tools occupied space. Duration of maintenance looking for tools
and other accessories needed. Machine manuals are difficult to find. The
shop floor was not clean and there were small accidents due to oil spilled on
the floor. There was even confusion regarding the responsibilities of people.
Any new standard was forgotten soon and the problems repeated again and
again. People spent more time locating materials and finished products.
Shipment deadlines were missed. The company decided to implement
workplace organization and improve quality.

Discuss:

1) What can be done to organize the workplace?

Since there is no well-defined organization system or structure they need to follow one like
ISO:9000 that could help to organize and optimize work processes as ISO standards are set
for international trade so that will help company to build its infrastructure and work process
as per the need.

2) How is it implemented?
(Refer to Q3)

3) What are the expected outcomes?

Well organized workforce and processes, Customer Satisfaction, Reduction in cost, Effective
utilization of resources, improved techniques, increased sale.

(for more refer Q2)

4) Will all these activities improve productivity?

If followed properly this will result into a well-organized system which will leads to efficient
use of man and machine, (following customer requirements successfully) thus will improve
productivity.

Q5 How can quality be quantified?

Considerations of how to influence quality go hand-in-hand with a discussion of quality
measurement. Some ways quality can be affected at the State level include:

Value-Based Purchasing. Using quality information to drive how health plans are
chosen.
 Consumer Information and Choice. Providing quality information back to clients who
have a choice of plans to drive consumers to choose higher quality plans.

Quality Performance Goals. Setting up a quality improvement framework with plans,

setting long-term quality-related goals, and working with the health plans in order to
identify improvement opportunities.

Regulations. Developing structural definitions of what is required by health plans that

provide care to SCHIP enrollees.

Quality can be measured through indicators in three key areas:

Structure Are the right elements in place to be able to provide quality service?

Process Are the right things done to the right people at the right time?

Outcomes Is the result as good as it should have been, given current knowledge?

Q5 Ergonomics based factors for construction

Situation
Many of the tasks that Hawley Landscape performs require heavy lifting. For example, after
pruning, employees manually load brush, branches and trimmings into a truck. They use a tarp or
wheelbarrow to drag or push the material over to the truck, and then they lift the tarp up into the
truck or push the wheelbarrow up a ramp. These activities can create large loads on the shoulders
and back, thus increasing the risk of shoulder injury and back pain.

Solution
Hawley Landscape purchased four hydraulic lift gates for dump trucks. The lift gates eliminate
the loading and unloading of other equipment, as well as plant materials. They also help prevent
workers from slipping off while climbing into or off of the truck. These lift gates eliminate the
repetitive bending and twisting of the trunk associated with the lifting tasks.