Quality Management 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................................................................................................................................3
History of Management..............................................................................................................4
Specific need for adopting QMS in A-1 Express Delivery Service...........................................4
Deming Cycle.............................................................................................................................4
Pros Deming or PDSA cycle are............................................................................................4
Cons or weakness of Deming cycle:......................................................................................4
Six Sigma...................................................................................................................................5
Pros.........................................................................................................................................5
Cons........................................................................................................................................5
Conclusion..................................................................................................................................6
Task 2:........................................................................................................................................7
Roles and Responsibility of the senior management:................................................................7
Metrics:......................................................................................................................................8
General Quality Strategy and Tools...........................................................................................9
Quality management tools..........................................................................................................9
Comparative study Table.........................................................................................................10
References................................................................................................................................14

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Introduction
This training manual for the company A-1 Express Delivery Servicewill 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 methodsin the year 1924. As time
flows, The International Organization for Standardization (ISO) comes into existence. ISO
created the Quality Management System in late 1987. In1987, 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
 Forenhancing 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.