Quality Management in Business: Analysis and Recommendations Report

This report provides a detailed analysis of quality management in a business context, focusing on customer satisfaction, quality control, and continuous improvement strategies. It explores the definitions of quality management, quality control, quality inspection and assurance, and their significance in business operations. The report discusses various quality management approaches, including the contributions of W. Edwards Deming and Joseph M. Juran, comparing their methodologies and highlighting their similarities and differences. It further examines tools like the Pareto Chart for identifying and addressing quality defects. The report includes a discussion of customer satisfaction, its importance, and how businesses can maintain satisfaction standards. It also covers the different types of information that can be made available to customers. Overall, the report offers a comprehensive overview of quality management principles and practices, with examples from companies like Jaguar, illustrating their practical application in real-world scenarios.

Quality Management in
Business
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TABLE OF CONTENTS
TASK 1 – essay....................................................................................................................................3
TASK 2 - Report...................................................................................................................................6
2.1 Discussion of the Customer Satisfaction...................................................................................6
2.2 Explanation of the continuous improvement in the Quality Management................................7
2.3 Illustrate the type of added values gained through effective and efficient operations..............8
2.4 Describe the types of information made available to your customers.......................................8
TASK 3...............................................................................................................................................10
3.1 Quality management measurement along with example.........................................................10
3.2 Benefit of use and non-user survey in determination of customer needs................................10
3.3 Methods of consultation employed in quality scheme ............................................................11
3.4 Value of complaints procedure.................................................................................................12
TASK 4...............................................................................................................................................13
REFERENCES...................................................................................................................................14
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TASK 1 – ESSAY
Quality
In this task, it introduces the definitions of the quality management are defined with its
significance in the business and service. It also comprises of the quality control and its significance in
the organization.
Quality management is defined as the process which supervise all the activities and tasks
which needed to maintain the desired level of excellence. It is importance for customer satisfaction
which leads to the customer loyalty. Quality management tools helps in designing and creating a
product which meets the requirements and needs of the customers. Quality management assures the
increased profits and higher productivity for the organization (Kim and et.al., 2012). Quality control is
the procedure which ensure a set of product should has a standard quality and should meet the needs of
the customers. The importance of the quality control is to encourages quality consciousness in the
product. It also helps in reducing the production costs and inspection costs. It also utilize the resources
in most effective way which ensures increased goodwill. Quality control helps in boosting the high
morale in the employees and improving the management and employees relations. It improvises the
techniques and methods of production and helps in controlling the prices of the product by providing
standard quality in the products and services (Quality management, 2016). For example, Jaguar is
taking TQM very seriously in their businesses and implementing various TQM programs and practices
which could help them improving specific systems and processes in the organization. It concluded that
quality management helps in the standardises the product and ensure that to meet the needs and
requirements of the consumers by satisfying them.
Quality inspection and assurance
This task is all about the quality inspection and assurance and their significance in the business
operation. It also includes the processes of quality assurance and inspection which used in the
businesses with the examples.
Quality assurance helps in the preventing the defects in the products and services by using the
quality standards to maintain its products and services. Whereas quality inspection are measured to aim
at checking, measuring and testing the product characteristics which gives the desired results. The
importance of quality inspection are to detect the inputs prior to the quality risks. In the inspection, it
counted the total quantity of the products and check the quality standard of the product. Quality
assurance ensure that the requirements of the consumer will get fulfilled. The process of quality
inspection and assurance is done to detect the defects in the products and services and later on to
prevent that defections from the goods and services (O'Brien, 2013). The processes can be done
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through the sensors and by other technological developments. The live example can be Jaguar
company. The company can monitors their car engines through CCTV cameras and in production they
are putting 3D monitoring systems to monitor the products. It concluded that there are various
processes which can inspect and prevent the defections in the the products and services. The quality
inspection and assurance are the part of the quality management system.
Types of quality management approaches
It has been identified that the organization can focus on different types of quality management
approaches for improvement in work quality. It will also provide long term benefits such as enhanced
customer satisfaction. W. Edwards Deming and Joseph M. Juran has provided an quality management
approaches for further developments.
Deming has stated that the significant consideration of guidance and directions provided by
management can enhance quality aspects. Management of Jaguar must focus on proper
acknowledgement among employees about work practice. Plan – Do – Check – Act is a way that
improves quality aspects. Deming also contended that the theory can also improve the planning system
of the organisation. It will enhance the morale of manager to overcome issues in effective manner. It is
also essential to allow employees to take part in decision making process as it helps in various
developments (Clements and et.al., 2015). Deming's cycle covers four critical aspects that need to be
consider by manager for improvement in quality such as plan, do, check act.
On the other side, Joseph M. Juran which has also provided a principles of quality It is covered of three
key elements such as planning, quality control and quality improvement. These factors that impact the
working of overall quality management system. As per view of Juran the customer consider quality as
critical aspect during purchase decision making process. It means management must consider it as a
critical aspect in quality planning. Top level management also need to participate effectively in
decision making process because it facilitates in accomplishment of customer satisfaction level. Cost
effectiveness is also one of critical aspect that can improve the quality. Quality standards must be
followed by members along with Juran principles because it leads business to sustainable development.
Comparison among methods
It introduces the differences and the similarities between the different methods which are used
in the quality management of the Jaguar company. It helps in the implementation of the quality
management.
Similarities
Top level management needs to reflect the commitment for improvement in quality
management system. It can be reflected through sales advancement and better revenue. Employee
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turnover ratio can also be reduced to boost work quality of Jaguar. With an assistance of quality
management the cost of operation can be reduced and customer satisfaction level can be enhanced. It
also provides a support in profit advancement and generate high revenues. As per the view of Deming
and Juran the effective accomplishment of duties can also ensure about the quality management
standards. Employer and workforce must accomplish goals in collective manner (Goetsch and Davis,
2014). It has also been evaluated that the quality of products and services can not be ignored by the
management. It is also significant to understand the culture as it provides continuous development in
quality aspects. Standards must be set out in a form that customer needs can be satisfied in effective
manner.
Differences
It has been spotted that the Deming's orientation focuses on technical aspects of the quality and
on the other side, the Juran's orientation consider process improvement as quality advancement. As per
the view of Deming quality standards must be set in manner that customer expectations can be
accomplished in effective manner. On the other side, Juran stated that the customers needs
accomplishment can not be referred as quality improvement. There are different methods of Deming
and Juran such as Deming includes planning, implement, check. On the other hand, Juran's covers
application of planning, control and improvement for quality advancement.
M1
There are two approaches which has been described here, in the quality management which are
Deming's theory and Juran theory. Deming has PDCA cycle which means Plan – Do – Check – Act.
The company is dealing in the Jaguar blast engine in which they need total quality management. For
this blast engine, firstly, the company can plan the quality principles which can affect the quality of the
products. Secondly, the company should consider the policies and procedures of the company which is
related to the Jaguar company (Brown, 2014). After applying the policies, the company should check
the guidelines related to it then act it that is reviewing and monitoring the things in quality
management.
The other theory of the total quality management is Juran 's theory and his approaches is known
as quality principles. The quality principles has three components and they are quality planning, quality
control and quality implementation. Jaguar can use this theory in the quality management of their blast
engine. In this, the company can first plan about the quality and their related issues then control the
systems and handled the various issues then implement the correct quality standard on it which can
provides customer's satisfaction. So by this company has to imply various theories of quality
management to the Jaguar blast engine which can better quality standard as well as customer
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satisfaction (April and Abran, 2012). The main motives of these two approaches is to provide customer
satisfaction as well as to meet the requirements and needs of the customers. But to carried out and
effective approach from these two then Deming's approach is better from the Juran's theory of quality
principles. This is because Deming has the quality cycle which helps in identify the mistakes as well as
helps in preventing the mistakes or defects in the processes of the total quality management.
D1
Deming's theory has a quality management cycle which has Plan – Do – Check - Act. In order
to boost the quality management system the jaguar must focus on designing of plan that can enhance
customer satisfaction and quality of product. Effective consideration of quality standards helps in
sustainable developments. It is also essential for organisation to consider personnel factors as critical
aspect so that policies and procedure implementation can be improved. After the application of process
it is also significant for management to focus on review system. It provides effective monitoring of the
quality management standards and improves quality. Proper review of further guidelines is also
essential to improve quality management procedure. On the other hand, Juran's quality principles
comprises of the three components which are quality planning, quality control and quality
implementation (Joseph Juran Quotes, 2015). These all are important aspects of the total quality
management which implements their principles in their products and services. These approaches are
self evaluation related which are evaluated these theories in effective way.
The other suitable approach that can be adopted by Jaguar can be Pareto Charts. The Pareto
chart is introduced by the Vilfredo Pareto in form of the both bars and a line graph where individual
values and cumulative total is represented respectively. The Pareto charts exemplify that the more of
the defects are come from the problems which the organization create making effective quality
management. Pareto charts make the current negative factors through the charts to know the defects
and later it can be prevented from the products and services to make it effective. In this chart, there are
both bars in which left charts is considered most effective than other chart (Mardani and et.al., 2015).
The purpose of this chart is to set the factors which are important in context to the organizations. It
helps in the quality control to detect the sources which are not useful to the organizations in more
frequent way. These charts can be generated through simple spreadsheet programs such as Microsoft
Excel, visualization tools, specialized statistical software tools and online quality charts generators.
The Pareto chart is one of the seven basic tools of the quality control.
TASK 2 - REPORT
2.1 Discussion of the Customer Satisfaction
Introduction
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It introduces about the meaning of the customer satisfaction and its importance which helps in
the quality management of the Jaguar. It is most important aspect of the quality management as well as
the organization.
Customer satisfaction is considered as a degree that provides an information about satisfactory
aspect rendered by product and services that is offered by a organization. It is necessary for auto-
mobile industry to maintain satisfaction standards because it helps in long term success. In this respect,
the business organisation needs to focus on customer services and values that they provide to
customers through different kinds of services. It has been identified that the jaguar is constantly
focusing on advancement of customer satisfaction level for better opportunities in market. Improved
level of joy and satisfaction among users is beneficial for organization. Customers always demand for
better and memorable experience so that their needs can be accomplished in most desired form.
(Delcourt, and et.al., 2013). With a continuous improvement in quality of products and services the
business firm can enhance customer satisfaction level. Cars must be manufactured with industrial
standards' consideration. Communication system improvement with employees can also provide
excellent work practice that improves customer needs accomplishment criteria. Ratio of loyal
customers can also be enhanced by various developments in the services. Innovative features and
quality values helps in turning customers to loyal customers. Customer satisfaction can be enhanced
through making users feel comfort. For example, there are middle class people who have budget to
purchase the car so the company should offer the cars which can suits all the pockets of the consumers
and can easily targeted. With an assistance of survey techniques the business firm can easily analyse
the customer satisfaction level.
Conclusion
It can be concluded that the company must meet the customer satisfaction level by offering
best in the services. It also improves the customer base and leads business to impressive level of
success. Improved level of clients satisfaction level is advantageous for improvement in profit margin
ratio and market share.
2.2 Explanation of the continuous improvement in the Quality Management
Introduction
The explanation of the continuous improvement is shown here in the quality management of the
Jaguar company and it will help the organization.
Currently the firm focuses on changes in its products, services and processes so that business can have
better opportunity and developments. As per the view of Deming, continuous improvement is method
that improves overall working. With a feedback process the customer perception can easily be
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evaluated in regard to organizational objectives Continuous analysis of key factors is also essential
because it helps in continuous improvement and overcome issues of car production (Continuous
Improvement, 2015). Typically, they accomplish this by making small changes rather than
implementing a large-scale modification. By focusing on making things better the Jaguar can also have
changes in communication system so that all members and departments can communicate in effective
manner. It also facilitates in career development and further activities such as decision making process.
Company can also introduce new reward policies for further developments. It is essential for
management to enhance employee morale in diverse form. Monetary or non-monetary benefits can
enhance morale and to accomplish work in desired time.
Conclusion
It can be interpreted that with an assistance of continuous changes in work process the team
members can easily overcome issues as it helps in effective identification. It also provide ways to
improve work conditions in appropriate way. Effective observation of system can also lead business to
continuous development and influences the overall procedures in diverse way. Project team can have
effective observation of work that is performed by individual and team. It also facilitates in resolution
of issues.
2.3 Illustrate the type of added values gained through effective and efficient operations
Introduction
It gives introduces the various type of the added values which are gained through the effective
and efficient operations in the Jaguar company which helps in their profitability as well as in their
market share.
Value added to the products and services is equal to the difference between the cost and the
amount received when it sold. For continuous improvement in working the management needs to add
values properly. Quality Added Value: It is essential for management to adds convenience factor to enhance the
quality of products and services. With a use of these aspects the better values can be provided to
the users. Management of Jaguar focuses on quality improvement through adding values in its
products. It attracts more and more customers and increases the ratio of loyal customers.
(Pelzer and et.al., 2014). Environmental Added Value: It is a factor that add values by providing better protection to
environment. For example: Jaguar is focussing on the emitting less toxic wastes, using less fuel,
using recyclable materials etc.(Jaguar, 2016). Cause-related added value: It is a social marketing strategy. Jaguar is donating some of their
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revenue to a cause. For example: A business may contribute to an educational facility for poor
children by donating a percentage of revenue from each transaction.
Conclusion
These types of the added values services helps in increasing the revenues of the company and
helps in quality management in the defective and efficient way.
2.4 Describe the types of information made available to your customers
Introduction
It introduces about the different types of informations which available to the customers which
can contribute towards the success of the total quality management.
It has been identified that the information about products and services is important because it
helps in effective designing of marketing activities. Customers focuses on effective gathering of
information about products and services before use of it. They want to understand key aspects in
appropriate manner so management must ensure about these elements. With an improved flow of
information the issues can be overcome in most desired way. (Lafferty and Edmondson, 2014). The
Clients also consider the organization vision, mission to understand the working of organization. Any
kind of avoidance in this respect may affect the perception of users and force not to visit business on
repetitively basis. It clearly indicates that the Jaguar must provide detailed data regarding product and
services so that customers can understand working properly. Effective marketing is helpful for the
Jaguar company to increase their profitability as well as market share.
Conclusion
It concluded that the various informations helps in the contribution of the quality management
and the success of the business lies in the marketing.
M2 and D2
The type of information available to the customer is an authentic and relevant source of
information. A company may let their users to give feedbacks about that product, which will help a
company in decision making process and provide effective product development. If customers are
having detailed data about a product, then they will feel motivated to expense more on purchase of
product. It is also necessary for business firm to render information about changes in products and
services because it builds better trust among customers. It is also benefical for customer satisfaction
and lead business to sustainable development (Galan Ladero and et.al., 2015). It is also one of key
demand of customers that company keep innovation in its products and services. It also enhance
morale to purchase it again and again to maintain loyalty factor. Improvement in quality of product
attracts more and more customers towards brand. In order to gain better profit margin ratio the business
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firm needs to focus on marketing tactics. Information about features of jaguar product must be
provided to customers in ethical manner as it attracts more customers. It will also facilitate in designing
of marketing strategy.
It is essential for company to provide information about services so that customers satisfaction
level can be improved. It is also considered as a precaution act performed by firm. The marketing is the
activity by which products and services are introduced and promoted to potential customers. For
example, Jaguar is introducing new car to their loyal customers, it can introduces through various
marketing tools which are effective in promoting new products to targeted customer base. Without the
marketing of the products, sales of the products may goes down which led to the company shutdown
(Wilson and Gilligan, 2012). Jaguar can done the word of mouth publicity and higher sells of the
company is itself is marketing for the other products. The company reputation also plays an important
role in the marketing of their various products to the customers. With an assistance of advertising
techniques the business can attain various benefits such as social media, providing discounts, events,
website development, public relations, etc.
TASK 3
3.1 Quality management measurement along with example
Introduction
In current task, the learning will focus on ways that can measure quality management within
Jaguar. It will also provide a justification over learning by providing practical examples. Quality
management measurement is essential for organisation because it leads business to impressive level of
success.
It is a management process that make sure about quality within organisation and provide
various benefits to business. It is consisted for four key elements that are classified as quality planning,
quality assurance, quality control and quality improvement. There are number of methods that can be
adopted by business organisations to have effective evaluation of quality within services (Boyd, 2012).
Six Sigma is one of most useful technique to measure the quality of services that provides perfection. It
is significant for better promotion of reliability within quality management and meet satisfaction level
of customers. The key concepts of the approach are critical to quality, defect, process capability,
variation, consistent operations (Ali and Shastri, 2010).
In support of this, DMAIC and DMADV are key elements that need to be consider by
organisation. DMAIC covers define, measure, analyse, improve and control. It is necessary for
management to provide detailed explanation of key objectives and align activities according to
customers needs. Standards implementation is also beneficial for the to determine the key successive
factors (Papp, 2014). At last, measurement and optimization of process is also critical for firm. Other
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than this, company can also consider define, measure, analyse, design and verification. For example,
the management of Jaguar can focus on implementation of Six Sigma in its production process so that
operational activities quality can be reduced. With a consideration of Six Sigma standards the safety
and other aspects can be well maintained within organisation (Marcelis, 2015).
Conclusion
As per above statement, quality management measurement is critical aspect for every
organisation and it provides detailed examination of diverse elements. Six Sigma standards
implementation can also provide continuous improvement in work quality of Jaguar.
3.2 Benefit of use and non-user survey in determination of customer needs
Introduction
In following points, learning will provide explanation of benefits that company can attain
through proper accession of user and non-user survey. It will also provide effective determination of
customer needs so that operational activities can be designed in appropriate manner.
Survey is considered as a method that provides detailed information about number of subjects
that can improve overall working conditions. In order to establish long term successive factors the
customer opinion is essential. Decision making process can also be improved through use of customer
feedbacks and opinions as it provide information about interests (Bolton, 2012). User and non-user
survey is significant because it provides information about various key factors that can lead business to
impressive level of success. In the support of this, the user and non-user survey also provides an
opportunity to understand key needs of customers in appropriate manner. It also helps in effective
identification of customers needs along with understanding of strength and weaknesses that are related
to organisation (Liu, 2012).
Other than this, with an assistance of survey the management of Jaguar can easily take
feedbacks from the customers. It will provide information regarding key needs and expectations of
customer so that management can design better strategies for continuous improvement in quality
management. It also provides a benchmarking system to the organisation for sustainable development
and improvement in quality management (Nakhai, 2008). Moreover, effective conduction of survey is
also beneficial for organization because its key motive is to enhance organizational performance.
Conclusion
According to above statements, it can be said that the survey management is advantageous for
the organisation and it provides various improvement in work style.
3.3 Methods of consultation employed in quality scheme
Introduction
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In present task, the learning will focus on various methods that can be used by management of
Jaguar to improve quality management. Quality scheme is to have maximum improvement in the
service and work culture.
Management of Jaguar can consider responses of customers as critical factor for continuous
improvement in quality of products and services. In the support of this, it can be said that the
organisation can focus on survey system for better gathering of knowledge in context to work and
brand value. Personal interview is also beneficial for the organisation because helps in effective
accession of customers needs. It will also encourage under-represented groups to have participation in
survey for better experience (Milliken, 2012). With an assistance of this, the management of business
firm can also have determination of key needs so that problems can be overcome in efficient manner.
Group conversation with customers is also advantageous for effective analysis of situation in order to
lead business to impressive level of success (Wood, 2015). With an assistance of mail and other survey
options the management can gather responses from different groups for better improvements.
Conclusion
As per above study, it can be said that the methods of consultation are beneficial for the
sustainable development in organisation and its quality management system. There are number of
communication methods that are beneficial for management of Jaguar in order to have advancement in
quality scheme.
3.4 Value of complaints procedure
Introduction
In the following task, the learning will focus on various factors that can provide information
about values of complaints procedures. It will also focus on number of activities that can improve
overall quality management system.
With an assistance of customer complaint procedure the management can understand key
working aspects that are related with the organisation. In other aspect, it can be said that the customer
complaint process provide identification of successive and non-successive factors that are present
within work environment. It facilitates business firm to have continuous improvement in quality of
services (McCollum, 2014). Management of Jaguar can focus on employee engagement factor through
assistance of feedback process. It provides an information about diverse improvements that are
essential for the organisation. It is also one of factor that complaints impacts the perception in negative
manner and leads business to failure issues. It also impacts consumers satisfaction level in negative
aspects (Kaizen, 2008). On the other side, it also provides an opportunity to understand those negative
aspects and overcome it in appropriate manner for improvement in performance.
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