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

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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.

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Cons or weakness of Deming cycle:
 Works when external conditions are perfect.
 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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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.