Mazda Quality Management System 1

Mazda Quality Management System

and its effects on their products

Hunter Frasca

Central Connecticut State University

Mazda Quality Management System 2

Abstract

Quality is crucial for the enterprise. The structure of Mazda’s quality management system is

discussed in this paper. M-QMS (Mazda Quality Management System, has four major

components. They are establishing quality for new products achieving quality that exceeds

customer expectations, cultivating human resources capable of thinking and acting for the

happiness of customers, and the results of quality improvement initiatives. Mazda does all this

using ISO 9001.

Mazda Quality Management System 3

Mazda Quality Management System

and its effects on their products

Mazda follows a strict quality policy. Mazda says “ To enrich the lives of our

customers by providing products and services that reflect steady and uncompromising work”

(Commitment to quality). Mazda had a small movement of the ISO standard, In 1994 they

acquired ISO 9002, in 96 acquired 9001, other branches later adopted the iso 9001 standard.

Establishing Quality for New Products

Mazda wants to ensure that they provide stable quality across all their products. To do so

they need to satisfy all the needs of their customers. The customers always want a improvement

in the performance and the reliability of the vehicles. As new technology is being made the,

quality for that new technology must be kept up to speed. 4 Mazda to ensure top quality even

with the new tech they must have a quality check at every stage throughout the process. Mazda

has multiple factories, some happen to be overseas. All Mazda sites overseas are to be created

equal two one another. For Mazda to know how its quality check is doing each of those sites are

required to provide information in their activities for a status update. The information that they

use collected from other sites is used to improve their tech. Mazda also trains their quality check

stuff your hands-on understanding of the manufacturing process.

Achieving Quality that Exceeds customers’ Expectations

Order to provide quality that exceed customer expectations needs to be fast and

comprehensive. Mazda compiles all the information that they have received from around the

world. After all the data has been compiled mother shares the information with all the
Mazda Quality Management System 4

dealerships in corporate to ensure a better quality out of their product. Another part of quality

control is responding to customer complaints. It is important to respond to these customers

because they are giving you feedback that you use to build up on an improve the quality. Every

year mas it sends out a survey in get the back about 230,000 responses. They take this either

positive or negative feedback and build upon it. Customer responses may not even be a

complaint, it can be an idea for a new model. When recalls occur it is because Mazda is trying to

accomplish customer safety and comfort. In return a Mazda will offer free repairs. But before

Mazda can offer for free repairs, they must determine the cause of the recall and determine what

quality check has failed.

Cultivating Human Resources Capable of Thinking and Acting for the Happiness of

Customers

Mazda wants to encourage all employees to think about how to please customers and

how to accomplish that. For its employees Mazda hold a quality awareness raising activities. One

of the company's main goals is to aim at the enhancing of their brand value. Mazda employees

will get together and have meetings to share their ideas these ideas can obtain new findings or

another on a smaller scale. These meetings also help Mazda employees review their own work

and see what they can do to improve that. Mazda provides quality control education to its

employees. They do this so that they can proactively find solutions to the problems from a

couple customers viewpoint work to improve them. He was improvement method is not only use

in Japan but overseas as well. To ensure total quality at the workplace Mazda’s quality control

circle activities are implemented. Every year Mazda’s quality control circle activities is held at

the Mazda head office where all their achievements in the awards are presented. Mazda will
Mazda Quality Management System 5

invite management from all its site look at the best global scale that they can. The best ways to

understand the product is to use it yourself. So what Mazda does is provides test rides for their

employees. This allows their employees to have a basic concept of how their product acts.

Results of Quality Improvement Initiatives

As a result of Mazda’s Quality control, they have won many awards. Some awards that

the cars have received are JD Initial Quality Awards. Because the US, China, and Thailand all

use the ISO 9001 standard, that has help them improve their quality and in return get awards for

their products. Is zero defect rating production of their vehicles.

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References

“Commitment to Quality.” Mazda, 2016,

www.mazda.com/globalassets/en/assets/csr/download/2016/pdf/2016_p031.pdf.