Comprehensive Report on Quality Management Principles

This report provides a comprehensive analysis of quality management, exploring its evolution in Japanese and U.S. firms, and the contributions of key figures like Deming and Juran. The report examines the evolution of quality management, including the implementation of zero defect principles and the importance of customer satisfaction. It also discusses the critical roles of employees and information technology in delivering quality services within the service sector. The report analyzes the differences between Deming's and Juran's approaches to quality management and their applicability in the 21st century, emphasizing the need for cost reduction and management training. The content also covers the Kano model and its implications for understanding and meeting customer expectations.

Question 1
The evolution of quality in the Japanese firms in 1950s are discerned with the
involvement of the major manufacturers who has been able to contribute significantly in military
technology and equipment. The main manufacturers have been extensively involved in the
military production which has been converted into civilian production. It has been discerned that
the main obstacles during this time convinced Japan for improving the quality and reputation.
The shock of losing the war led to exploring the new ways which are seen to be based on the
involvement of the important considerations for improving the overall quality. The evolution of
the quality management during 1960s and 1970s led the Japanese manufacturers to increase their
share in the U.S. market. The main rationale for this was seen with increasing focus on the
superior quality aspect. The main form of the impacted industries was seen with “consumer
electronics, automobiles, steel, machine tools”. In the 1990s the U.S. companies were seen to be
separated with the planning and execution activates which are inherent with the Taylor scientific
management. In addition to this, the during the last half of the 20th century, the implementation
of the “Total quality management” was seen to be evident in both the countries. In the 21st
century, quality aspect is seen to be moving its target with increased focus on productivity and
considering the customer perception which catches up with the main facts. The advent of newer
concepts has led to bridging the gap between the Japanese and U.S. firms in terms of the quality
aspect.
Question 2

In my view customers are not always right in their opinion. However, it is not correct to
openly tell the customers that they are wrong straightaway. The business needs to put themselves
in a better position to evaluate and support the opinions of the customers. Once the factors such
as time, safety, money and business disagreements has been evaluated then it is possible to
evaluate the various rationale for the agreements or disagreements of the opinions. The
assessment as per the Kano Model on the customer expectation is able to suggest on the three
types of main requirements. This is stated with “Satisfying basic needs”: which allows an
organization to get into the market, “satisfying performance needs: Allows a company to remain
in the market” and “satisfying excitement needs”, this particular aspect allows a company to
excel in its own class. The Kano analysis can feature the main form of the expectations which are
seen to be based on the various considerations allowing for the fulfillment of the basic customer
needs. Some of the various types of the other considerations needs to be taken into account
whether the standard characteristics is able to increase or decrease the satisfaction of the
customers by a certain degree. The unexpected features need to be addressed with the
characteristics which accompanies to the needs of the customer and also able to address the
various considerations pertaining to company earning extra credit. These needs are typically seen
to be unspoken in nature.
Question 3
The conceptualization of zero defect is pragmatically is viewed as quest for the perfection
for improving the overall quality in the product development or the manufacturing process. The
theory of zero defect can ensure that there is no wastage involved in the manufacturing process
of a project. Zero defect is a concept used in the quality management coined by “Mr. Philip
Crosby” which refers to the implementation of the Six Sigma. Crosby used this concept as a

major theory to implement this in organizations and ensure maximum quality. As per the
standard prescribed in the Six Sigma it has been inferred that the definition of zero defect is seen
to be based on the notion of 3.4 “defects per million opportunities (DPMO)”. This consideration
allows for 1.5 sigma scope of shift in the overall process. Based on the research conducted by
Philip Crosby, the true perfection may not be achievable but at least the quest will be able to
push the quality aspect to further limits and improve the process to a point where it may be
acceptable under the most stringent metrics. The zero defects theory is based on the
implementation of four elements. The first aspect of the quality is able to state on assurance to
the requirements. The second aspect ensures the integration of the quality process from the
beginning instead of solving the issues at a later stage. The next important aspect under the zero
defect is stated with the measurement of quality in financial terms. It is important to judge the
waste, production and revenue and its impact on the budget. Additionally, it is necessary to judge
the quality with performance in terms of the accepted standards.
Question 4
As per the concepts prescribed by Deming, the principles of the quality management
were focused with improving the quality of the product and at the same time reducing the costs.
The reduction in the cost was included with the consideration for lessening of “waste
production” and “reducing staff attrition”. The Deming theory of profound knowledge is made
up from knowledge about variation, psychology of change, theory of knowledge and
appreciation of a system. The depictions made from the “Crosby’s Absolutes of Quality
Management” is able to state on the measurement of quality in conformance to the requirements
and not goodness. It has been further stated with achieving the quality by prevention and not
appraisal and accepting the fact that quality has a performance standard of zero defects which is

not acceptable to the quality levels. The philosophy also states that measurement of quality is
done at the price of nonconformance and not indexes. The theory has been seen to compliment
each other by eliminating the cons of the individual processes. The main advantage of the
implementation of both the process will be able to significantly reduce the defect level in the
waste and striving the perfect process which cannot be met in a realistic manner. The
combination of both the models will further able to improve the overall process by building a
better environment which aims at continuous improvement in service.
Question 5
In today’s service sector, the main motto of the business organizations is to provide the
customers of the companies with quality services. In the business organizations, different factors
are responsible for the delivery of quality services to the customers. Two of these most important
factors are Employees and Information Technology. The following discussion shows the
importance of both the employees and information technology in the delivery of quality services:
Importance of Employees
In the business organizations, service employees play an integral part in the delivery of
quality services. In the service organizations, the front line employees and the other employees
who provide support to them have equal role to play for the success of the service organizations.
The process of production and consumption run simultaneously in the service organizations and
the service employees have direct contact with the customers for the delivery of the entire
services. Thus, the service employees have large effects on the quality of the provided services.
For this reason, employee satisfaction plays an integral part in this process as satisfied employees
posses the ability to make satisfied customers and satisfied customers lead the organizations

towards higher profitability. Thus, based on this above argument, it can be said that in the
absence of employee satisfaction, it will be difficult for the companies to gain customer
satisfaction. Apart from employee satisfaction, the employees needs to get enough training in
order to develop necessary skills for delivering high quality of services. For this reason, the
employee are required to go through all the necessary formal education and training processes to
become skillful. Most importantly, the service employees need to get training on the
development of interactive skills to be able to allow the customers with courteous, responsive,
empathetic and caring services. Thus, the above discussion indicates that service employees play
an integral part in delivering quality services.
Example: In this context, the example of Sony Corp (ADR) can be provided as the company is
well known for their quality customer services. The key focus of Sony is to increase the
profitability and to retain their customers by providing quality services. For this reason, Sony has
established over five hundred customers service centers with effective employees.
Importance of Information Technology
Apart from employees, information technology has large importance in the delivery of
quality services. It needs to be mentioned that the business organizations largely relies on the
various aspects of information technology in the manufacturing and delivery of services than the
employees. It can be seen that most of the companies are using various electronic channels so
that the customers can check the price of their products. At the same time, different aspects of
information technology play a crucial role in minimizing the inconsistency between the
employees and the customers. Thus, it can be seen that the implementation of different
information technologies has made it easier for the companies to provide quality services to their
customers.

Example: In this context, the example of Uber can be provided. It can be seen that with the help
of information technology, the customers of the company can book cabs from their cell phones.
Thus, it helps in providing quality services to the customers.
Question 6
For the success of the business organizations, Quality Management is considered as one
of the most crucial aspects. Quality Management refers to the process to ensure that the quality
of the products and services of the companies is consistent. It needs to be mentioned that there
are many quality thought leaders all over the world and their approaches have developed
different processes for ensuring the quality of the products and services. Among all of them, two
of the greatest quality thought leaders are W Edwards Deming and Joseph Juran.
Born in the year 1900, W Edwards Deming was an American engineer, professor,
statistician, lecturer, author, and management consultant. According to him, business
organizations can improve the quality of their products and services with the help of the
reduction in costs. As per him, reduction of costs includes reduction in waste, reduction in staff
attrition and increase in customer loyalty. On the other hand, Joseph Juran was an Romanian
born American engineer and management consultant and he is famous for his quality
management approaches. According to his philosophy, business organizations are required to put
more focus on the quality of the end produces. According to him, companies are required to put
focus on the education and training of the senior management employees in order to maintain the
quality of services and products. As per him, the main barrier in quality management is the
resistance of the employees to change and human relation problems. Thus, from the above
discussion, it can be seen that there are differences between the approaches of W Edwards
Deming and Joseph Juran. The focus of the approach of W Edwards Deming was on the

reduction of cost to improve quality of products and services. On the other hand, Joseph Juran
emphasized on the training and education of the management employees for the improvement of
product and service quality.
It needs to be mentioned that the approaches of both Joseph Juran and W Edwards
Deming are highly applicable in twenty-first century. No one can ignore the importance of cost
reduction for increasing the quality of products and services. In today’s business world, most of
the companies have adopted various cost reduction strategies like Crosby’s Absolute Quality
Management, Deming’s Plan Do Check Act Cycle and others. At the same time, the companies
are also required to train and educate the managers about various aspects of quality management.
Thus, both the approaches are applicable in today’s world. However, it needs to be mentioned
that the approach of Joseph Juran needs a little modification in this century. He mentioned about
educating and provide training the managers of the companies. However, in modern business,
employees are considered as the main key of success. For this reason, in case of the
modifications, it needs to be mentioned that the employees of the companies are required to be
trained and educated for maintaining high quality of products and services; and to provide the
customers with quality services.
Question 7:
Kano model analysis is a valuable method for majority of the organizations to ascertain
the requirements of the customers in terms of features expected and features to be taken into
account into the product or service. As a result, it helps the organizations to drive them from the
mindsets of profit minimization. As a result, this model enables the organizations to include
additional innovative and significant features into their products or services. Kano model does

not pay much attention into the profit levels of the products or services. Instead, it enables the
organizations to lay stress additionally into customer delight along with prioritizing the critical to
quality features, which need to be inherent in the product or service.
This model has been formulated on the part of Dr. Noriaki Kano in the 1980s. The details
of this particular model are reliant on two dimensions, which take into account customer
satisfaction and performance or function of product or service. This model analysis further states
that a product or service could possess three kinds of attributes, which are discussed briefly as
follows:
Threshold attributes:
These attributes could be described as those features, which the customers want to be
present in the products and services of the organizations. Such needs of the customers are
unspoken typically. In case, the features are absent in the product or services or the desires of the
customers are not met, the dissatisfaction level of the customers would increase. On the contrary,
if the features are inherent only in the products and services, the customers might not be
extremely delightful regarding the same. Hence, these requirements or features should be
understood particularly regarding their presence in the products or services. For instance, at the
time of hotel booking, it is expected that the bed sheets would be fresh and the rooms and
washrooms are cleaned. The visitors find no reason to tell the same at the booking counter.
However, if these desires were not met, customer dissatisfaction would increase,
Performance attributes:
These features are not essential; however, if they were present, the satisfaction of the
customers would increase. For instance, when a customer book a hotel, they might search for a

non-smoking room or a room near to the elevator with an attached balcony. If any particular
desire is not met, the customer might still book the room; however, it could have been better with
the inclusion of such facilities.
Excitement attributes:
These attributes are those features, which the customers normally do not expect and when
they obtain the same, their satisfaction level is increased greatly. For identifying these features,
the suppliers need to conduct a detailed survey of the needs of the customers and available
services or products in the market. After completion of the survey, the suppliers could add these
features into the products or services. For instance, when a hotel room is booked, providing
complimentary breakfast and drinks could increase the customer satisfaction level.
Based on the above evaluation, Kano model could be illustrated in the form of a diagram
as follows:
Question 8:

According to the statement “empowerment is earned”, it is understood that the right of
remaining in power with numerous authorities is earned only at the time an individual could
carry out the correction activities for noble cause. Thus, no one could ask for empowerment.
Instead, it is a privilege, which an individual earns from the society, since the individual has
performed noble deeds for them to ensure the societal welfare. At the time empowerment is
provided to an individual, the accessibility is enhanced with influential and capital conflicts.
Hence, it would become essential for the individual to maintain an effective balance and check.
However, it needs to be kept in mind to act accordingly within the limits. The overall welfare is
needed to drive the actions of the individual rather than self-interest.
In case of the other statement, it could be stated that increased power is derived from
additional responsibilities. This indicates that empowerment is necessary for all individuals;
however, there are certain limitations of empowerment, which the individuals are needed to
follow. Empowerment does not signify that the individual or group in question could control
everything. Hence, effective checks need to be present into stuffs, which should not fall under
empowerment and they need to be carried out effectively in accordance for benefitting the
overall community.
The role of quality is immense in the software products. In other words, quality denotes
the conformity of the product to the effective standards and designs. Thus, it could be termed as
the output and it could be utilized for ascertaining the quality of a specific product. The products
need not be faulty and the functions and activities are needed to be carried out for which it has
been formulated. By user-based quality, it could be understood that the final users need to be
able to carry out all such activities due to which the software is formulated. The customer
satisfaction level could be ascertained through value-based quality, which would add value to the

organizations as well. The compliance of different design and functional standards could be
ascertained based on manufacturing-based quality for assuring the rightful functioning of the
products.
There is a close association between Kano model and quality, since this model is utilized
for describing the overall quality concept. According to this model, the first need is the quality.
Under this method, less importance is provided to those attributes at the time they are achieved.
However, if such attributes are not accomplished, it might result in increased dissatisfaction
level. On the contrary, there is presence of a single-dimensional quality. This describes that
satisfaction could be derived at the time of compliance with the attributes and dissatisfaction
could be obtained from the non-compliance. Another form of quality identified is the attractive
quality. This indicates that the entire satisfaction is accomplished at the time the attributes are
matched completely. However, non-conformity does not indicate entire dissatisfaction. Hence,
satisfaction governs each stuff and task achievement and the product or process quality is
ascertained on the part of the same.