Quality Management in A-1 Express Delivery Service

This training manual discusses the quality management principles, theories, tools, and strategies applied in A-1 Express Delivery Service.

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QUALITY MANAGEMENT
Brandon Berzas
BADM 370
Professor Joseph
July 8, 2019

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Table of Contents
Introduction................................................................................................................................4
History of Management..............................................................................................................5
Specific need for adopting QMS in A-1 Express Delivery Service...........................................5
Deming Cycle.............................................................................................................................5
Pros Deming or PDSA cycle are............................................................................................5
Cons or weakness of Deming cycle:......................................................................................6
Six Sigma...................................................................................................................................6
Pros.........................................................................................................................................6
Cons........................................................................................................................................6
Conclusion..................................................................................................................................7
References..................................................................................................................................8

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Introduction
This training manual for the company A-1 Express Delivery Service will discuss the quality
management principles, theories, tools and strategies that applied in the company. Quality
management process is responsible for allocating supply chain process and other function in
the company. A-1 Express Delivery is the transportation, distributor and courier service
company which governs their operation across the United States since 1997. Headquarter of
the company is situated in Atlanta. (Evans & Lindsay, 2014).

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History of Management
“Walter A. Shewart” has made significant steps in developing quality management method
for controlling production quality after using statistical methods in the year 1924. As time
flows, The International Organization for Standardization (ISO) comes into existence. ISO
created the Quality Management System in late 1987. In 1987, ISO comprised three series
which were 9001:1987, 9002:1987 and ISO 9003:1987. After that all the standards were
reviewed by ISO every year. ISO revised the series with 9000:2000 series. In 2003, standards
were merged into a single certificate (Knight & Allen, 2012).
Specific need for adopting QMS in A-1 Express Delivery Service
 For enhancing user satisfaction.
 For ensuring fitness of service quality.
 For continual improvement.
 For adopting a factual approach in the decision-making process.
Deming Cycle
Deming cycle is the quality improvement model consisting of 4 logical sequences that are
Plan, Do, Check, Study (Goetsch & Davis, 2014).
Pros Deming or PDSA cycle are:
 Continuous development
 Process trails
 Management of projects
 Routine management for the individual.
Cons or weakness of Deming cycle:
 Works when external conditions are perfect.

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 Deming cycle not operated in the time of emergency.
 Actual work reflects after final action phase.
Six Sigma
Six Sigma is the quality improvement tool which reduces the errors while product
development procedures (Evans & Lindsay, 2014). Pros and cons of Six Sigma:
Pros:
 Enhance customer satisfaction.
 Variation in the process can be removed
 Increases active participation of top management.
Cons:
 Six Sigma does not include other technical tools.
 Time-consuming process
 It is a quality management process that requires the adoption of various protocols
which resultant in increased cost (Dudin, Frolova, Gryzunova & Shuvalova, 2015).

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Conclusion
Quality management is a process that follows in the company to ensure their quality
planning, quality control, quality assurance and quality improvement. The International
Organization for Standardization (ISO) made a framework regarding the quality standards at
the global level.

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Task 2:
The paper is focused in analysing the business operations of a renowned company operating
in the transportation and business industry named as A-1 Express Delivery Service, Inc. The
paper discusses regarding the roles and responsibilities that the senior management of the
company is expected to undertake in effectively managing the quality improvement programs
inside the company. Along with that, the paper also highlights the metrics that the company is
expected to consider for monitoring the performances of the company.
Roles and Responsibility of the senior management:
The role of the senior management of the selected company in improving the quality is
considered to be notably important. For the effective management of the quality improvement
programs, the senior management of the company has the necessity to make sure that the
organization have a free and friendly working environment which has the capability to
contribute to the establishment of fluent communication amongst the employees of the
company. Along with that, the senior management of the company is responsible for making
sure that the employees of the company are provided with the required infrastructure for the
improvement of the quality in their business operations (Goetsch & Davis, 2014). Other than
this, the senior management of the company has the necessity to focus on the developmental
needs of the employees to make sure that the employees have the required skills and
competencies for improving the quality of the business operations and the efficiency of the
company (Mosadeghrad, 2014). In a nutshell, from the business operations of the companies
such as the Donor Alliance, Stellar Solutions and Tri County Tech, it is evident that the
success factors for the senior management of the companies in the improvement of the
quality of the business operations of the company is dependent on their capability of
visionary leadership, organizational agility and flexibility and effective management of the
innovation (Donoralliance.org, 2019).
Considering the role of the senior management of the company in the quality
improvement programs, the senior managers of the company are expected to make sure that
they play the role of the decision makers. The success of the quality improvement programs
is significantly dependent on the crucial decisions that the managers are expected to take
regarding the process and the procedures of the quality improvement. The decisions
regarding the requirement of the infrastructure, the effective management of the training and
developmental needs of the employees along with the introduction of the rewarding policy
are directly connected to the success of the quality improvement programs (Aquilani et al.,
2017). On the other hand, the indifference from the side of the senior management regarding
the decision making has the potential to affect the smooth implementation of the quality
improvement programs.
The company is expected to adopt identified roles for making sure that the allocation
of the roles and the responsibilities is distributed in an appropriate fashion which in other
case, can affect the effective implementation of the quality improvement program.

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Metrics:
The improvement in the rating of the performances of the employees from the part of
the customers of the company.
The increment in the efficiency in the business operations of the company.

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References
Dudin, M., Frolova, E., Gryzunova, N., & Shuvalova, E. (2015). The Deming Cycle (PDCA)
concept as an efficient tool for continuous quality improvement in the agribusiness. Asian
Social Science, 11(1), 239-246.
Evans, J. R., & Lindsay, W. M. (2014). An introduction to Six Sigma and process
improvement. Boston: Cengage Learning.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence.
New Jersey: Pearson.
Knight, J. E., & Allen, S. (2012). Applying the PDCA Cycle to the Complex Task of
Teaching and Assessing Public Relations Writing. International Journal of Higher
Education, 1(2), 67-83.

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Task 2:
Aquilani, B., Silvestri, C., Ruggieri, A., & Gatti, C. (2017). A systematic literature review on
total quality management critical success factors and the identification of new
avenues of research. The TQM Journal, 29(1), 184-213.
Donoralliance.org (2019). Donor Alliance - Saving lives through organ and tissue donation
and transplantation. Retrieved from https://www.donoralliance.org/
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence.
Upper Saddle River, NJ: pearson.
Mosadeghrad, A. M. (2014). Essentials of total quality management: a meta-analysis.
International journal of health care quality assurance, 27(6), 544-558.