Quality Management: Identifying and Solving Quality Problems in Organizations

Running head: QUALITY MANAGEMENT
QUALITY MANAGEMENT
Name of student
Name of the University
Author Note

1QUALITY MANAGEMENT
Executive summary
This report focuses on the quality problems faced by the organizations and the seven quality
control tools used by them to overcome those problems. An organization can face quality
issues related to their products or even services. Access bank Ghana also faces such quality
problems related to their low motivation of employees resulting in poor quality of
performance, poor qualities of employees due to competition within the organization and
many other reasons. A number of tools are used to control the quality and help in solving the
same such as- control chart , check sheet and others.

2QUALITY MANAGEMENT
Table of Contents
Executive summary....................................................................................................................1
Introduction................................................................................................................................4
Identification of problem............................................................................................................4
Definition of problem.................................................................................................................5
Cause diagnosis..........................................................................................................................6
Root cause identification............................................................................................................7
Solution design and action plan.................................................................................................7
Check sheet............................................................................................................................8
Control chart...........................................................................................................................9
Flow chart.............................................................................................................................10
Pareto chart...........................................................................................................................11
Histogram.............................................................................................................................12
Cause-and-effect diagram....................................................................................................13
Scatter diagram.....................................................................................................................14
Conclusion................................................................................................................................15

3QUALITY MANAGEMENT
Introduction
Quality control means meeting the quality standards for products or services and
finding out the deficiencies and using tool and techniques to overcome those deficiencies
(Mitra, 2016). This technique ensures the actual outcomes with the standards to find out the
deficiencies. This technique focuses on three main parts- the elements for management of
job, skills, knowledge and soft elements such as confidence and others. There are many tools
to identify and solve the problems relating to quality such as the quality control tools which
comprises of seven main elements. Some of the tools of 7QC are check sheet, control chart,
stratification and others (Neyestani, 2017). There are many quality centric organizational
problems such as – poor quality of customer service, poor quality of work environment and
others. In Access Bank of Ghana also there are many problems related to quality which is
discussed in the discussion section. This study focuses on identification of quality problems
of the organization, definition of those problems, causes for the problems, identification of
the root cause and designing solution and plan of action.
Identification of problem
Ghana has undergone a series of mergers and acquisition resulting in banking
recapitalization by government of Ghana. This causes the efficient gains and losses of
different companies merging into one. This has affected the quality of service being provided
by banks in Ghana. Since different banks have different cultures of theirs so when banks
merge the quality of service is affected negatively because of the conflicts that may arise
between the employees of the organization (Onashile, 2016). Many times the employees do
not support the mergers, acquisition due to the fear of loss of power and position and when
the mergers and acquisition takes place against their wishes the working environment of the
consolidated bank is affected, and the service quality reduces (Goossen, 2017). Further