Case Study on Quality Management: Principles, PDCA, and Analysis

This case study examines quality management through the lens of a real-world scenario involving a customer's dissatisfaction with a shopping experience. The analysis delves into the application of the Juan Trilogy (quality planning, control, and improvement) to identify areas for improvement within the business. The assignment also explores the PDCA (Plan-Do-Check-Act) cycle and its application to an online pizza ordering system, emphasizing continuous improvement. Furthermore, it outlines the seven principles of quality management as defined by ISO 9001:2015, including customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, and relationship management. The case study recommends actionable strategies for the shop owner to enhance customer satisfaction and business performance. The document concludes with references to relevant online resources and books.