Quality Management - Assignment
Added on 2020-11-12
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Quality Management
Table of ContentsINTRODUCTION...........................................................................................................................1PART 1............................................................................................................................................1Question 1....................................................................................................................................1Question 2......................................................................................................................................................3PART 2............................................................................................................................................5Question 1........................................................................................................................................5Question 2....................................................................................................................................6Question 3....................................................................................................................................2CONCLUSION................................................................................................................................2REFERENCES................................................................................................................................3
INTRODUCTIONIn business context, the quality is defined as the key standard of anything that ismeasured against other thing of similar nature that support to make possible adjustment for bettergrowth and development. Quality management is a process of monitoring, controlling each kindof activities and relevant services within an organisation in order to maintain a subsequent levelof excellence so that profit can be maximised (Evans and Lindsay, 2013). This entiremanagement involves the identification of a related quality policy, developing and implementingproper quality plans and assurance and focusing on overall control and improvement in quality ofexisting goods and services within an organisation. In general, quality management is asystematic approach that focuses on long term objective with effectual planning andimplementing short term initiative. In this report, process flow for special order, relationship between process flow withcause effect diagram, determinants of CSF to allow company to perform better has beendiscussed. Apart this importance of continuous improvement, value of six sigma, crucial role ofHRM in TQM are disclosed in this report. PART 1Question 1In business term, special order is defined as an extra order of special item that areprepared by company on special request of a particular customer. In the given, case scenarioHome-concept manufacture special furniture at the request of specific customer. There is asystematic manner to receive these order which help company to deliver the goods on timefulfilling the customer needs. The specific process for flow of special order is: Receive order: This is the very first step related to any online service provide bycompany to obtain order from particular customer. In home-concept the process of receivingorder start with sales associate those record the information and obtain approval from manager toprocess the order. Then the responsible person make printout of order and put in a bin formanager to fax the same to special order department.Check the order: In this step manager use to appoint a team, those are responsible tocheck the order received by customer. Team member first check weather the order are valid or1
not and properly record each one in order to fulfil the demand of customer and avoid chances ofdelay or wrong delivery. In case if order are not valid than manager of home-concept use tocancel the order or ask customer to wait for specific time period. Confirm and sign the order: After checking the order, the next step is related toconfirming the same with the warehouse department so that delivery can be made on appropriatetime. In home-concept management use to confirm from the warehouse team whether there isenough stock to prepare goods as per the demand of customer or not. In case if item are missingthen product are purchased that are required to prepare special order of customer.Wait for delivery: Once the production of furniture take place than production teamwait for other important information to be received from main department. Such as they makesure weather the customer has made advance payment or opted the option of cash on delivery. Deliver the product: After checking each and every step within company company useto deliver the product to subsequent buyer. In home-concept customer are delivered withrequested goods once all the internal process is completed. Customer are given a specific date forthe delivery of goods that make them feel satisfied (Dale and Plunkett, 2017). Cause and effect diagramIn business scenario, the cause and effect analysis aid to think and extract the actualreasons of problems and also help the management to permanently remove the causes of problemthat delay the process. The main importance of this tool is to determine the main grounds andindicate the most affected areas for further investigations and help the manager to better2
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