Quality Management for Engineering Tooling: Case Study Analysis Report

This report presents a detailed analysis of a quality management case study focused on Engineering Tooling Company (ETC). The report begins with an introduction to quality management, defining its core elements and importance. The discussion section provides a brief overview of the ETC case, a company established in the 1960s, transitioning to medical equipment manufacturing. The report then delves into the implementation of a company-wide quality improvement strategy, including the application of Total Quality Management (TQM), quality assurance, quality control, quality systems, and continuous improvement. The TQM section outlines the steps for implementation, such as clarifying vision, identifying critical success factors, and considering customer feedback. The report further explains how the improvement strategy sustains a quality culture, emphasizing teamwork. The conclusion summarizes the key findings and offers recommendations for ETC. References and an appendix are included to support the analysis.

Running head: QUALITY MANAGEMENT
Quality Management for Engineering Tooling Case Study
Name of the Student
Name of the University
Author’s Note:

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Table of Contents
1. Introduction............................................................................................................................3
2. Discussion..............................................................................................................................3
2.1 Brief Idea of the Case Study............................................................................................3
2.2 Explanation of Process to Introduce a Companywide Quality Improvement Strategy. . .4
2.2.1 Implementation of Total Quality Management.........................................................4
2.2.2 Quality Assurance.....................................................................................................6
2.2.3 Quality Control..........................................................................................................6
2.2.4 Quality Systems........................................................................................................6
2.2.5 Continuous Improvement..........................................................................................7
2.3 Explanation of the Process of Improvement Strategy helping in Sustaining the Culture
of Quality in the Company.....................................................................................................7
2.3.1 Team Work................................................................................................................7
2.3.2 Quality Culture: Change Management......................................................................8
2.3.3 Quality Leadership....................................................................................................8
3. Conclusion and Recommendations........................................................................................8
References................................................................................................................................11
Appendix..................................................................................................................................14

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1. Introduction
Quality management provides assurance that a company, service or product is
consistent. It comprises of four major elements, which include quality assurance, quality
improvement, quality control and quality planning. This type of quality management not only
emphasizes on quality of products and services, but also on the method to obtain it (Sallis
2014). Quality management utilizes control and assurance of quality for all types of
processes, so that it becomes easier to check the consistency of products and services without
much complexity and issue. The system for quality management is responsible for
documenting procedures and responsibilities to obtain quality objectives and policies. It could
easily coordinate as well as direct the organizational activities for fulfilling different
regulatory and customer needs, to improvise the overall efficiency and effectiveness
constantly (See Appendix).
Quality management is needed to improve the procedures and lower expenses, with
proper facilitation and identification of training opportunities. Staff are required to be
engaged properly and as a result, waste is reduced in the respective organization. It is
effective for fulfilling all the requirements of a customer and even ensuring that compliance
is maintained with rules and regulations. It helps out in instilling confidence for involving
more customers and benefit in the business without any complexity (Goetsch and Davis
2014). Quality management in any particular company is also responsible for involving some
of the most significant and important standards, such as ISO 9000 series, ISO 19011 series,
ISO 14000 series and many more. The following report has appropriately outlined a detailed
analysis of quality management for the case study of Engineering Tooling with relevant
description.
2. Discussion
2.1 Brief Idea of the Case Study
The organization of Engineering Tooling Company or ETC was eventually set up in
the North East of England by a young graduate engineer during the early 1960s. The most
significant items of the manufacture mainly comprised of rules of the engineers, different
engineering calipers or scribes that needed higher quality skills and materials for producing
the long lasting and accurate items. The production plant of ETC was being well equipped
with stronger financial issue and the respective workforce was extremely loyal. Amongst
these workforce, employment was taken from university or school and they have worked

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their way up in the corporate ladder. The organization has rewarded and recognized the
workforce in several methods for the moral believes of their owner and also the willingness
to embrace principles of modern management.
The respective business requires to evolve to a newer engineering based entity.
During the year of 2010, ETC has made a new approach by the North East Hospital
Management Board to ensure that manufacture as well as designing of the hand held
precision medical equipment is proper. They have also acquired funding for the purpose of
developing a keyhole surgery and even any other technique for pioneering treatment. In the
year of 2012, the Board signed a 2 years contract with Engineering Tooling Company for
manufacturing their cutting edge products effectively and hence improving quality.
2.2 Explanation of Process to Introduce a Companywide Quality Improvement Strategy
The most significant purpose of continuous program for quality management is to
improvise the organizational activities, after successful identification of issues, deployment
and monitoring of the correct actions and also understanding its efficiency (Ross 2017). One
of the most important and noteworthy elements of quality improvement can be referred to as
the proper monitoring of high risks, aspects that are of problem prone as well as high volume
are required to be considered on top priority. In this particular case study of Engineering
Tooling Company, they have focused on quality improvement, after successfully
implementing a proper strategy in their business.
2.2.1 Implementation of Total Quality Management
TQM or total quality management is the structured approach for the entire
management of a company (Oakland 2014). The main focus of this particular procedure is to
improvise the quality of the organizational outputs like goods and services via continuous
improvisation of internal practices. It subsequently comprises of organizational wide efforts
towards successful installation and making permanent climate, in which the staff have
constantly improvise the core capability of providing on demand services and products for
finding customers of specified values. It also focuses on the organizational departments, apart
from production to ensure that the operations are improvised on top priority. This particular
approach is responsible for allowing the executives in actively managing quality through
proper funding, staffing, setting of objectives and providing proper training to the employees
(Kwon, Lee and Shin 2014). The quality of the products and services are being controlled
with the help of total quality management approach.

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Engineering Tooling Company should implement total quality management for their
vision and conscience to gain better effectiveness and efficiency in the products and services
(Rumane 2017). The major steps for implementation of total quality management in the
organization of ETC are as follows:
i) Clarification of Vision, Mission and Values: The first and the foremost step in
successful implementation of TQM in ETC is clarification of vision, mission and values of
the business. ETC comprises of a clear vision to expand their business rapidly and bring out
new innovation and creativity to ensure product and company image (Griffin 2016). It is
required for proper effectiveness in the organization and bring out more efficiency.
ii) Identification of Critical Success Factors: The second important and significant
step in successful implementation of TQM in ETC is successful identification of different
critical success factors. CSFs are required for checking if the quality improvement strategy
would be providing proper chance of success or not and would also ensure if any discrepancy
is present.
iii) Development of Measures and Metrics for Tracking CSF: The next vital and
noteworthy step in successful implementation of TQM in ETC is development of metrics and
measures for tracking the CSFs (Kafetzopoulos and Gotzamani 2014). These metrics and
measures would also provide accurate data, so that progress is monitored and tracked on an
immediate basis.
iv) Identification of Key Customer Group: The fourth important step in proper
deployment of TQM within ETC is proper identification of the key customer group. Since,
they are one of the most promising companies and they have numerous customers, these
customer groups could easily create services as well as products on the basis of customer
requirements.
v) Consideration of Customer Feedback: It is also required to consider customer
feedback on top priority, so that the organization is able to knowledge about perspectives of
different customers and fulfilling their demands successfully (Khudia et al. 2015).
vi) Development of Improvement Plan: The next significant and important step in
successful implementation of TQM in ETC is to develop an improvement plan, if any type of
discrepancy or compliant is observed from the customers. Such plans must be written in the
goals of SMART format for process improvement initiatives.

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vii) Usage of Technology: The final step of TQM in ETC is proper utilization of
technologies (Nanda 2016). It is required to ensure that the technology is user friendly and
even provides support to the targeted improvements.
2.2.2 Quality Assurance
The second distinct aspect for the quality improvement strategy in ETC is quality
assurance. It is the proper maintenance of an expected level of quality within any particular
product or service, majorly by means of attention given to all the stages of production or
delivery procedures (Endrullat et al. 2016). Quality assurance is the most significant method
to prevent any type of mistake or error in the manufactured products and hence avoiding
issues while delivering these products and services to the clients that are referred to as the
major parts of quality management and also emphasizes on providing higher confidence
about the quality requirements to be fulfilled. As a result, ETC would be highly benefitted
with such assurance of quality (Sabella, Kashou and Omran 2014). Moreover, such error
prevention within quality assurance is completely different from detection as well as rejection
of defects within quality control and also refers to as the worst product, dealing with quality.
2.2.3 Quality Control
Quality control is the procedure that is intended in ensuring that the respective quality
of product or performed service is adhering to a specific collection of criteria for the core
purpose of fulfilling the needs of their clients. With the help of the process of quality control,
the entire quality of the product would be maintained and all types of manufacturing defects
could be easily examined as well as refined (Mosadeghrad 2014). Such distinct activities of
quality control are being performed only after the software is properly developed. It is the set
of activities, which is carried out for the purpose of verification of the developed product,
fulfilling the needed standards. ETC, hence would be able to implement the new pioneering
treatment technique and keyhole surgery with high effectiveness.
2.2.4 Quality Systems
A specific quality system can be referred to as the subsequent deployment of tools,
standards and methodologies of quality to eventually obtain the respective quality related
objectives (Siva et al. 2016). As soon as it is being implemented, the quality system would be
extremely unique to the respective company. Such systems are extremely important for
ensuring that the respective products and services are innovative in nature and would also
establish specifications for better performances (Herzallah, Gutiérrez-Gutiérrez and Munoz

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Rosas 2014). Customer satisfaction is highly involved in the business and the management is
able to achieve all types of quality related objectives. The structure of the system is similar to
the quality aspects in other organization. The major components of a quality system include
identification and mapping of processes, determination of the process inter relation, planning
for better operation and control of the procedures, planning for dynamic allocation of
resources and proper identification of different mechanisms to measure, observe, analyse and
improvise the procedures (O’Neill, Sohal and Teng 2016). Hence, ETC would be highly
benefitted if they would include quality systems in their quality improvement strategy.
2.2.5 Continuous Improvement
ETC should also concentrate on another vital aspect, known as continuous quality
improvement of CQI. It is the procedure to create an organizational environment, where the
respective management and employees strive to make constant improvement of quality
(Akgün et al. 2014). This particular process of continuous improvement includes a theory
based management system, which focuses on results and processes, change in the culture,
long term approach, process, system as well as customers’ feedback and many more. ETC
would be able to get some of the most significant and noteworthy advantages from such
improvement of quality, such as improved staff morale, accountability, refined procedure for
service delivery, scalability in fulfilling service needed changes, enhancement of information
management and method to determine as well as track effectiveness and integrity of the
programs and even enabling innovative or creative solutions (Mannon 2014).
2.3 Explanation of the Process of Improvement Strategy helping in Sustaining the
Culture of Quality in the Company
2.3.1 Team Work
It is quite important and significant to ensure that the procedure for improvement
strategy is extremely helpful in sustaining the quality culture within ETC. One of such major
aspects is team work (Psomas, Vouzas and Kafetzopoulos 2014). Although, the workforce at
ETC are highly productive and loyal, it is also important for them to ensure that they are
working as a team. It helps in bringing a positive work culture in the company and also
ensuring that such culture is sustained. Team work refers to the collaboration in a group for
solving any type of difficult issue. The sum of the efforts that are undertaken by every team
member for proper achievement of the goals of the entire team is known as team work
(Doeleman, Ten Have and Ahaus 2014). ETC should ensure that transparency is maintained

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in the organization and every decision about the business growth should be discussed with all
the team members.
2.3.2 Quality Culture: Change Management
It is important for ETC to maintain quality culture in their business for ensuring that
the improvement strategy is successful in sustaining their culture. It would be possible only
when change management is implemented in the business properly and quality improvement
is enhanced (Suwandej 2015). Quality improvement of QI is referred to as the systematic and
formalized approach towards the analyses of efforts and practice performances, so that
overall performance is improvised. This type of improvement comprises of continuous and
systematic actions, which could lead to the measurable improvement in the services and
status of the targeted business processes. Proper improvement of quality majorly works as
different procedures and systems and they mainly emphasize on the employees and team
members. It is even needed to focus on the successful utilization of the data (Fonseca and
Domingues 2017). As a result, ETC would be able to improve their products and services
within the organization by successfully implementing change management.
2.3.3 Quality Leadership
The third important aspect that is to be considered by ETC while implementation of
quality improvement strategy in their organization is quality leadership. This type of
leadership is a specific precondition to deploy quality management properly (Van Dooren,
Thijs and Bouckaert 2017). Various plans are being made by a quality leader to address to
any type of leadership issue. During the decline of engineering as well as incremented
competition from globalization, the respective organization had realized that in spite of the
fact that product range commanded high respect in the entire industry from both competitors
and customers; they are unable to execute the business activity for the long period of time.
For this purpose, it is required to develop a radical strategy for ensuring that they are able to
sustain the business effectively (Leavengood, Anderson and Daim 2014). During this period,
it was required to ensure quality leadership in their business, so that the leaders are able to
communicate the requirement of every part towards work with others in the most systematic
manner.
3. Conclusion and Recommendations
Therefore, from the above discussion, a conclusion can be drawn that quality
management is the significant activity to oversee several distinct tasks and activities for the

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core purpose of maintenance of an expected level of excellence. It majorly involves major
determination of any quality policy, quality improvement, quality control and even creation
and deployment of quality planning as well as assurance. It is even termed as TQM or total
quality management. Quality management also concerns on the long term objectives via
proper deployment of short term initiatives. It is responsible for involving the determination
of the major quality aspects for any product or service to ensure that better effectiveness and
efficiency is obtained in the business and the processes and activities are improved to a high
level. Quality management needs that every stakeholder in a business work altogether for the
purpose of improvising procedures, services and products.
The quality management system is extremely helpful for achievement of the total
objectives to fulfil the requirements of both organization and customers. This particular
system must address the organizational most unique requirements, such as quality policy and
quality objectives of the company, quality manual, instructions, records and processes, proper
data management, internal procedures, customer satisfaction from the product quality,
opportunities of improvement and quality analysis. One of the company should properly
identify as well as manage several connected and multi-functional procedures for helping to
make sure that the customers are highly satisfied with the services and the design of the
system is appropriate and free from any error or fault. This specific design must be influenced
by the varying objectives, products, services and requirements of the company as provided.
The entire structure is on the basis of the PDCA cycle or plan do check act cycle,
which enables constant improvement to the respective system and product. The most basic
steps for successful implementation of a quality management system include designing,
building, deployment, controlling, measurement, reviewing and improvement. The steps of
designing and building are required for developing the overall structure of the system, plans
and procedures to ensure that these are successfully implemented. Proper deployment is
required for breaking every procedure into sub process and also providing education to the
employees about documentation, training tools as well as metrics.
The next step is to control and measure, which is majorly obtained through systematic
audits for the respective system of quality management. Finally, it is required to review as
well as improve for understanding the outcomes of any audit to be handled. This could be
done after identifying the goals for better effectiveness in the process and also
communication of these findings to the staff, so that the data collected are accurate and error

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free. The above provided report has properly described about the aspect of quality
management for the case study of Engineering Tooling Company with relevant details related
to quality improvement strategy after inclusion of few stipulations such as total quality
management, quality control, quality assurance and sustainability of the culture of quality.
Suitable and appropriate recommendations for Engineering Tooling Company
regarding their quality improvement strategy are provided in the following paragraphs:
i) Moving from Processes to Results: The first and the foremost recommendation for
the organization of Engineering Tooling Company regarding their quality improvement
strategy is moving from various processes to results. The organizational management should
focus on different processes to ensure that performance management is being involved in the
business, so that better effectiveness and efficiency is gained from the results.
ii) Using Quality Measures Strategically: The second important and significant
recommendation for the organization of Engineering Tooling Company regarding their
quality improvement strategy is utilization of different quality measures strategically. The
current business operations and activities are needed to be stopped, so the organization is able
to adopt any other approach for quality improvement, in which measures are falling short. As
a result, the organization would be able to reduce the complexities and issues easily and
promptly.
iii) Investing More on Measurement of Quality: The next significant and noteworthy
recommendation for the organization of Engineering Tooling Company regarding their
quality improvement strategy is investing more for the overall quality measurement. It is
extremely important to ensure that the benefits and costs of changes are being highlighted on
top priority. Moreover, it would be helpful for the organization to perform a proper financial
analysis to ensure that every effort of quality management could be successfully evaluated as
major investments. The current procedures of quality management are also highlighted in an
efficient manner.

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Appendix
Quality Management Principles