Quality Management Analysis and Recommendations for ETC (UGB 262)

This report provides a comprehensive analysis of the quality management practices at Engineering Toolkit Company (ETC), a company specializing in technical equipment. It begins with an introduction to quality management, emphasizing its key elements: quality planning, assurance, control, and improvement. The report then delves into ETC's context, highlighting its specialization and recent project with a hospital. The core of the report examines ETC's quality management strategies, including the development of a quality culture, employee training, quality inspection programs, equipment maintenance, and internal audits. The report explores quality assurance processes, such as identifying organizational goals, success factors, and analyzing internal/external factors. It also covers customer feedback, continuous improvement, and the selection of quality assurance software. Furthermore, the report details quality control steps, including setting standards, decision-making, operational processes, and result overviews. The report concludes with recommendations for ETC to enhance its quality management, particularly in relation to its new medical equipment venture. The report uses the provided case study to apply the concepts learned in the UGB 262 Quality Management for Organizational Excellence module.

Quality management

Table of Contents
INTRODUCTION...........................................................................................................................3
Quality management....................................................................................................................3
Quality assurance:........................................................................................................................5
Quality control.............................................................................................................................7
Sustainability of culture of quality..............................................................................................8
Recommendations........................................................................................................................9
CONCLUSION..............................................................................................................................10
REFRENCES.................................................................................................................................11
Books and Journal......................................................................................................................11

INTRODUCTION
Quality management is a part of formation of management system where organisation
focus on quality rather than quantity. Quality management enables an organisation function In
such a manner where staffs play role in supervising production or manufacturing into the
company. Management of quality focus not only on production but rely on how to make its best
use into the market. This function has mainly adopted four elements that is quality planning,
quality assurance, quality control and quality improvement. Organisations which has technical
production or products like no others are being produced, there they operate the aspect of quality
control system to bring up the best use of their products and services. The process is gradually
resulted in high cost and time taking due to great level of control and monitoring over the
production. Organisation has their main aim to establish product efficiency in the context of
consumer preference. This process require leadership skills, staff engagement, a well formed
strategy approach and effective decision making regarding improvement and management. The
report is going to cover a well reputed company named Engineering toolkit company( ETC)
which has very first founded in 1960 (Abdolkhani, Gray, Borda, 2019). The company has
specialised in producing and providing specialised equipments in technical usefulness. The
company has established with effective human resource and professions with sound financial
performance. The report will be covering their criteria of quality control by evaluating the four
main elements. In order to change their techniques so to enter into new entity, they have to
regulate an another effective approach of quality management which has covered in this report.
Quality management
Quality management require its control to adhere business products as per organisational
motive. An organisation assure effectiveness of products they are producing for a specific
purpose. These products needs to be well produced and drives with perfection to be used, any
negligence into quality will lead the organisation to overall loss as per governmental control and
society dis balanced. Quality management shows a path towards making products relevant by
providing training to employees, enhance management performance, regulate high level of
supervision and control procedure. For that enhance company needs to follow up with effective
strategies (Atiyah, 2017).

In relation with ETC, the company has planned new product development into medical
sector where they produce medical equipment. Hospital gave a huge project to the company for
the next two years under which, all the equipment regarding surgery, management and others
will be provided by ETC into the north-east hospital. In relation with the purpose, the company
needs to move with strategies to quality control as the work is related to human well being and
government has much influence to this aspect. They must follow up 5 strategies which are
mentioned below:
Development of quality culture to enhance quality improvement: Building a culture
that emphasize on quality improvement is essential for organisation. Employees needs to be set
with their clear vision to focus on product quality so that it would be regulate into the
organisation and considers as a rules and regulation of product operation. ETC could provide
employees some initiative to be motivated regarding quality and put on their initial efforts for its
consistency.
Training programme: Quality management is totally depended on employee efficiency
and their skills to regulate functioning. Providing training would be the foremost steps to
enhance skills and aware employees about significance of quality so that ETC would get
successful into new heights of products segments (Devesh, 2019). Training would result in
settling standards for quality improvement, employees get to understand about what step will be
beneficial for the company.
Evaluate quality inspection programme: Companies manufacturing process must be
identified and rectified as what proses the product is going through. Inspection is required to
identify any mistakes and irrelevant things before it will go for final delivery. ETC needs to
regulate the culture of checking functions and performance on weekly basis so as far equipment
move with perfection. This process could done by using the equipment on practical terms so that
it would not create any miss happening for customers.
Maintenance of equipment: Equipments and tools needs to be maintain for their well
functioning as by the time they could get diminished and failed so that company needs to be
maintain their product quality, proper working, and its usefulness. ETC needs to inspects all the
requirements in order to maintain safety and security into organisation. Not preventing the of
equipment can leads to its failure and situation of disposable assets arises (Gürdür, El-khoury,
and Nyberg, 2019).

Internal audits: Audits considers to be important part to get an overall evaluation of work
quality as materials cost, equipment reliability, cost occurring during depreciation and other cost
factors which needs to be settled for safety and security of products and disbursement. ETC
must prepare financial records of performance management of production that result in
maintenance of cash and cash flow.
Quality assurance:
Quality assurance is a process through which quality rectified and mistakes gets reflected.
Assurance provide assistance of perfection into product. After producing design and
implementing it into final output there will be needs for inspection and checking on it assured
delivery. The process is not only settled till product being developed but it carry on even after
being purchased (Kuo, Chen, and Cheng, 2018). The process is mainly consisting customers on
consideration. As it describe organisational goals and objectives. ETC must regulate several
stages and procedures of quality assurance which is described below:
Identify organisational goals: it is the most initial procedure of getting connect with
organisation goals and objectives for the employees. In order to understand about organisation
product an its significance for quality. Is is necessary to get a clear vision of company objectives
so that work would be flow according to that only. In context with ETC, employees must get
aware about the project it has took and evaluate the strategies that could be use for making the
project successful (Závadská, and Závadský, 2020).
Identification of success factor: There is need to evaluate business success factor by
identifying all the elements who could make consistent efforts in completing organisational
objectives and goals. quality could only be assured by confirming quality, financial existence,
employees retention and specialization encourages. ETC will drive these factors to as they have
good staff management who c are working in the company since long (Mashhadi, Cade, and
Behdad, 2018).
Analysing internal and external factors: Customers are the first need of the company
to fulfil organisational goal. As customers are the only one whose response make great
contribution in success of the company. There should be analysis of customers demand and need
of the society which blooming into the market. Because of these factors, quality of product get
decided in terms of its relevance and accuracy into the market. ETC first need to identify the ned

of hospital management as which category of customers are more e engaged with the hospital so
they can serve those equipment to the hospital that will result in more sales and revenue.
Customer feedback: it is an also vital part of organisation function as after delivering
the product feedback is essential to better understand by products efficiency. Organisation has
main motive to produce it for customer uses which could only get rating from them only. In
order to maintain quality of equipments, ETC needs to resolve issues regarding quality into their
medial equipments doe that they needs to take reviews from doctors, nurses and assistance so
that improvisation could be done wherever required. This process includes sources through
which company could take review through online E-mails, phone calls, website chats and
comments or personal interaction from the regular ones (Mashwama, Aigbavboa, andThwala,
2017).
Implementation of continuous improvement: after getting feedbacks and response of
customers against products and its quality. Organisation could evaluate improvement strategy
into its functioning when it get much support from employees, suppliers, investors, shareholders
and customers. ETC needs to make these people satisfied ans maintain their efforts into the
organisation to run improvement into the product quality. This process can be achievable by
effective leadership an training programmes within the company where employees understand
and the clue of quality check to analyse their own mistake and develop better skills to work for
longer period. Improvement enables in terms of delivery, manufacturing, retailing and promote
consistency.
Selection of software: it is essential to ascertain quality assurance software in order to
analyse performance and evaluate targets and objectives of the company. Software are helpful in
reducing work burden and make it simple to check on quality assurance. ETC company could
use of various clouds and google testing blog in order to test quality a improvisation.
Measure results: measuring the results is one of the most important element to assure
whether the company is working effectively and as per the goals and objectives. Results are need
to be measure to evaluate past and present results in terms of customer satisfaction and building
improvisation into quality of product provided. These factors are necessary to measure where
company could loose or gain its relevance. Measurement could only be perform by getting
contribution of all employees and staffs by clarify the mission and goals so that work would also
measure by following those criteria (Neyestani, and Juanzon, 2017).

Quality control
An organisation first build effective management function then assure its quality of
management and the products it delivering. After that, the major part arises of making control
over all the operation and functions regulation into the culture of the organisation. Making
control is necessary to identify whether the company left with any effective function or had
blunder mistake which will impact in its image and productivity into market. Monitoring and
control must be maintain at regular intervals by professional experts so that mistake would
comes up and solution will be provided. There are six steps of quality control which followed by
ETC. here are all the steps below:
Set quality standards: setting standards are necessary to maintain consistency an
management of working. Situation might get complex and task also get confusion in many
aspects. Where these standards work as a path in which direction work needs to be done and how
it is to be done. Mainly organisation believe in consumer satisfaction and make their response at
priority basis. Standards must be set for ETC which should include attending customer calls
within 2 rings and solve their queries within 5 minutes. Also, it must include delivery of product
within specific time due to seriousness of project as hospital could require products on urgent
basis (Pötters, Schmitt, and Leyendecker, 2018).
Decision regrading choosing standards: It is obvious that organisation require to set
standard in order to fulfil their requirement of quality control due to large operations. But it
needs to be first analyse that it would not affect companies profitability. setting standards and
make its appropriate execution become quite be expensive or complex. ETC company first need
to recognize all the area where and software it does require for quality control. After that, they
should choose the best option an standard which will be beneficial in future ( Savino, Brun, and
Xiang, 2017).
Creation of operational process: Operational process is essential to connect with
customers and business entity from very close view. Proper operational process lead to result in
maintaining business relations with customers and get connect with business to business
operations B2B and B2C. Operational process does include factors of organisational

effectiveness in terms of understanding customer preference. Operations include wide variety of
activities that must be fulfil within specific period of time. ETC could ascertain the method by
providing delivery of equipments on time so that any act of delay would be eliminate from
operational activity.
Overview of results: Most of the business use significant software start from financial
and ends customer relations. All the factors will be covered by these software or tools to get an
overview of performance from whether the company meeting with the standards or not. These
software are useful to collect all the information that had formulated and worked out. Which
will be helpful in reviewing the performance ( Rafailidis, Trivellas, and Polychroniou, 2017).
Get feedback: to get valuable feedback and adhere all inquiries of clients by indulging
feedback sources. The company ETC could make use of personal interaction, Mails, online
rating so that quality can be measure with accuracy and improvement. Also it is best method to
analyse the area where needs of improvement required with the context of consumer and clients
needs and modifications will be addressed accordingly.
Sustainability of culture of quality
Sustainability is an autonomous aspect which is total depended on organisation
productivity and criteria of working. It creates a requirement of market forces perform into well
manner so that organisation must sustain its objectives amongst all the competitors and large
industry. Every business industry is affected by various competence as the world has taking
immense growth into every field due to opportunities has raised into the economy. Culture needs
to be develop with most prominent aspects of standard that regulates healthy environment
through which employees get satisfied and firm take mover advantage of great profit and
sustainability. The company engineering toolkit was facing low growth into the north est market
in several past years. Due to which it diminishes their product segments and stops implementing
effective strategies because of low response and market share into the economy. As far as it took
hospital management project (Ragothaman, and Anderson, 2017).
The company has rebuild bits operations and start Working on quality management due to
various obligations of government control and serious concern regarding patient health. Any act
of miss leading activity in equipments will lead yo end of the company form companies act will
be entitled to pay huge fine for abolishing society health.

Recommendations
Quality management and its most essential components is significant for the organisation
where the company is highly influenced by legal regulations and ascertain under ISO 9000. the
organisations who working in business of technical part and equipments is undertaken to opt
these function as they have many restrictions regarding poor or misleading activities. Profits and
quantity could be settled once, but quality must adhere to the most extent. For that instance, it is
required to build an appropriate standards to reallocate all the operational activities and
management function with specialised training and skills development programmes that become
useful for implementing effective culture into the organisation. Maintaining culture has been
implemented by ETC company as they have huge workforce with effective skills that has taken
the company to the high success. Due to low economic power into past years, the company has
stopped its working but in 2012 it has again taken the advantage to take market share into its
consideration. The company must focus on building relations with hospital staff, doctor and
nurses so that quality could be checked appropriately without getting influenced by top
authorities. Also, another recommendation is to must use software and tools to gather
information into easy way. So that company could rectifies the mistakes and improvements will
be managed within an organisation. Also, there is necessity of evaluating operational culture by
motivating employees and appreciate them to work with dedication and be always available for
guidance and support their team members.
 ETC must assure use of social and digital sources to get feedbacks and an make
connection which mus include mails, websites, clouds and others.
 The company have to provide training programmes In order to put emphasize on
employees skills which has become poor due to less functioning.
 The company has to rebuilt strategies for equipments materials by analysing and
investing in research for suppliers and investors who could provide them with more
funding to get the best assets.
 There is significant need of putting influence on quality assurance by taking the best
factors into operations.
 It must enable customer care facilities for before and after sale services so that consumer
will feel valued and enhance their loyalty for the company.

These recommendations will be work as a saviour for the organisation product and service for
the great project that will provide them with opportunity to explore more market into various
segment. Through which, the company will expand more and enlarge their global presence into
the world. Although, it has great sourcing and effective employees. But for the hospital project it
does require skilled employees to timely complete the project and make reliable contribution into
their management.
CONCLUSION
The report has driven all the effective areas where organisational need to perform to build
sustainability into the market. Customers, society and government are those factors that create
much influence on organisational products and its quality. These elements only focus on quality
of the products so that it would not harm to their health or does not satisfy their money worth. It
is essential to address all the factors which organisational move with the flow with objectives
and goals. They perform much role in building employees morale to influence them or working
harder into the organisation. The company has established various functions of quality control,
quality assurance, quality control and sustainability. These all are important component which
has undertaken to evaluate quality management into effective way. In order to utilise resources
into well manner there will be need to exist employees, supplies and investors support so that
management would be reflect into efficient manner. The report has covered the fact that, the
company has to reallocate materials and all operational activities so that project will get
successful advantage of productivity and profitability. Moreover, it has been decided to provide
the company with useful insights with social media and digital technology to be asses
technological support into effective manner.

REFRENCES
Books and Journal
Abdolkhani, R., Gray, K., Borda, A. and DeSouza, R., 2019. Patient-generated health data
management and quality challenges in remote patient monitoring. JAMIA open, 2(4),
pp.471-478.
Atiyah, L.A., 2017. Impact of service quality on customer satisfaction. Australian Journal of
Basic and Applied Sciences, 11(5), pp.20-28.
Devesh, S., 2019. Service quality dimensions and customer satisfaction: empirical evidence from
retail banking sector in Oman. Total Quality Management & Business
Excellence, 30(15-16), pp.1616-1629.
Gürdür, D., El-khoury, J. and Nyberg, M., 2019. Methodology for linked enterprise data quality
assessment through information visualizations. Journal of Industrial Information
Integration, 15, pp.191-200.
Kuo, T., Chen, C.T. and Cheng, W.J., 2018. Service quality evaluation: moderating influences of
first-time and revisiting customers. Total Quality Management & Business
Excellence, 29(3-4), pp.429-440.
Mashhadi, A.R., Cade, W. and Behdad, S., 2018. Moving towards real-time data-driven quality
monitoring: A case study of hard disk drives. Procedia Manufacturing, 26, pp.1107-
1115.
Mashwama, N., Aigbavboa, C. and Thwala, D., 2017. An assessment of the critical success
factor for the reduction of cost of poor quality in construction projects in
Swaziland. Procedia engineering, 196, pp.447-453.
Neyestani, B. and Juanzon, J.B., 2017. Impact of ISO 9001 Standard on the Quality Cost of
Construction Projects in the Philippines. In Proceedings of 2017 Manila International
Conference on “Trends in Engineering and Technology”(MTET-17) Jan (pp. 23-24).
Pötters, P., Schmitt, R. and Leyendecker, B., 2018. Effectivity of quality methods used on the
shop floor of a serial production–how important is Poka Yoke?. Total Quality
Management & Business Excellence, 29(9-10), pp.1200-1212.
Rafailidis, A., Trivellas, P. and Polychroniou, P., 2017. The mediating role of quality on the
relationship between cultural ambidexterity and innovation performance. Total
Quality Management & Business Excellence, 28(9-10), pp.1134-1148.
Ragothaman, A. and Anderson, W.A., 2017. Air quality impacts of petroleum refining and
petrochemical industries. Environments, 4(3), p.66.
Savino, M.M., Brun, A. and Xiang, C., 2017. A fuzzy-based multi-stage quality control under the
ISO 9001: 2015 requirements. European Journal of Industrial Engineering, 11(1),
pp.78-100.
Savino, M.M., Brun, A. and Xiang, C., 2017. A fuzzy-based multi-stage quality control under the
ISO 9001: 2015 requirements. European Journal of Industrial Engineering, 11(1),
pp.78-100.
Závadská, Z. and Závadský, J., 2020. Quality managers and their future technological
expectations related to Industry 4.0. Total quality management & business
excellence, 31(7-8), pp.717-741.