Achieving Excellence: Quality Management Strategies at ETC Engineering

This report examines the application of quality management principles to achieve organisational excellence, focusing on the Engineering Tooling Company (ETC). It identifies issues faced by ETC, such as declining engineering demand and increasing international competition, and proposes a quality improvement strategy incorporating cause-and-effect analysis, total quality management (TQM), quality assurance, and quality control. The report emphasizes the importance of continuous monitoring, employee engagement, and process analysis to enhance product quality and customer satisfaction. Furthermore, it discusses the sustenance of a quality culture through teamwork, staff empowerment, and continuous improvement initiatives, ultimately aiming to improve ETC's competitiveness and long-term success. Desklib provides access to this and similar solved assignments.

Quality Management for
Organisational
Excellence

Contents
INTRODUCTION ..........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Overview of Engineering Tooling Company ..............................................................................1
Quality improvement strategy to solve the issues and problems with ETC ...............................2
Sustenance of Quality culture .....................................................................................................5
Recommendations........................................................................................................................7
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Quality management refers to the act of monitoring many activities as well as tasks with
in a company. Depending on the goals of organisation and industry to make sure that goods or
services offered to the potential customers. Quality implies a particular level of development and
success in satisfying customers needs, producing products or services which meet expectations as
well as specifications addition to comply with implementing standards (Alzoubi and Ahmed,
2019). Excellence has been termed as an internal drive and performance to provide best quality
of product and become best in the market. Organisational excellence is termed as continuous
efforts to increase productivity and effectiveness of organisation by updating processes and
internal framework of standards to order to motivate and engage employees to offer best quality
of product and services which fulfils needs of customers within company expectations (Anil and
Satish, 2019). It allows an organisation and its managers to improve all potential areas of
performance involving decision making, profitability, partner services, customer, ongoing
investment as well as human resources capabilities. To explain the concept of quality
management for organisational excellence the selected business is Quality Tooling company
which is an engineering firm. It was established in 1960 by a young graduated engineer in the
North East of England.
This report covers quality improvement strategy in company in order to solve various
issues and problems including total quality management, quality control, quality assurance as
well as sustainability of culture of quality.
MAIN BODY
Overview of Engineering Tooling Company
Company background
Engineering Tooling Company is set up in 1960 by a young graduated engineer in
England. Initially the company manufacture comprised engineering scribe, calipers, rule which
supplied the local engineering industry. Further they expand their business by including limited
range of specialist items, micrometers which needed high skill an quality materials to
manufacture long lasting and reliable items (Chen, Lee, and Wang, 2020). The production plant
of QTC was well functioned and equipped with huge financial support. Along with that the

whole workforce was well skilled and loyal which give their full efforts in order to achieve huge
success ion competitive market.
The issues or problems with Engineering Tooling Company
As per given case study, In England the there is huge decline in engineering as well as
increased competition from internationalisation, for Engineering Tooling Company it has great
opportunities to expand their business in industry. Also, the management find out that their
product has received great demand and achieve success through out the industry from both
competitors and customers. So their current business strategy was untenable in long term as well
as not effective to survive in dynamic global market for long run (Hong, Zhang and Shi, 2018).
Further, they developed radical strategy to change their current policy and method to improve
management capabilities or skills in order to meet industry challenges and complex problems.
The company received various opportunities like offer from North East Hospital management for
manufacture and design hand held precision medical equipment for research work. The biggest
challenges for Engineering Tooling Company is to produce these equipment in large scale with
in available resources to meet their expectation on time. As management now decided that to
expand their business in global market by give more focus on investors, suppliers and customers
in order to increase their brand name and company image. For that they have to give full focus on
maintaining best quality of large range of product to meet their desired goals. The issues is
related to product large quality of product and services with high standard quality in order to add
more value for customers to meet their expectations globally.
Quality improvement strategy to solve the issues and problems with ETC
To solve the issues and problems with Engineering Tooling Company related to their
quality of large scale product and services. The quality manager of Engineering Tooling
Company must make effective quality improvement strategy by using various tool such as total
quality management and others (Isaksson, 2019). The various element of quality improvement
strategy which management of Engineering Tooling Company can use for increase their
effectiveness that are as follows-
Cause and effect analysis- It is an effective technique which helps them to determine the
reasons and causes of issues. Quality manager of Engineering Tooling Company can use this
analysis to find as well as fix the main cause in their first production process in order to reduce

mistakes in other round and produce best quality of product with wasting resources, cost and time
(Lagrosen, 2019).
Implementation of total quality management- Total quality management is most
effective strategy which the quality manager of Engineering Tooling Company can use to
maintain quality of their product in production function. Leaders of company continuous
monitors the performance of employees during the process of production in order to give
feedback about their working for improvement and maintain the quality of product and services.
It helps them to reduce wastage and improve overall performance of their employees to provide
best quality of product to customers to enhance their experience. It is important for company to
implement Total quality management to engage their employees in continuous improvement and
quality management in their performance. By this they can uphold and establish cultural values
which make long term success to both company and its potential customers. The management
can implement this strategy in their organisation by setting goals and target for employees and
product and services (Lasrado, 2018). By defining their quality policy and objectives to team
then develop suitable metrics to monitor and track progress in order to define mistakes or defects
in quality as well as performance for improvement. Further, they can develop records about
employees performance such as good and bad, then they can suggest them for improvement as
well as determine needs of training for employees to enhance their skills.
Quality assurance- It is a systematic process of analysing whether a good and services
meet the particular requirements. Quality assurance establishes as well as maintains target needs
for manufacturing standard quality products. Professionals of Engineering Tooling Company can
use this to assure quality of their product by continuously checking and monitoring performance
of employees. By applying total quality management strategy manager can use this matrix to
rank the employees performance as per plan and conduct audit to check current process of
manufacturing and give feedback to them to resolve the issues in their performance (Marchiori,
and Mendes, 2020).
Quality control- It refers to the process by which a managers seek to assure that quality
of product and services is improved and maintained. It includes testing units as well as
determining if the employees produced product with in particular specialisation. The managers of
Engineering Tooling Company can control their quality of product by continuous monitoring
their employees performance and give them feedback to control their defects, mistakes and

wastage of resources to reduce cost of production and increase profitably and productivity. By
using various quality control tools like 360 degree, KPI performance Matrix and other they can
give rank to performance of each employees. Further they can motivate them by providing
recognitions, rewards, bonus and other incentives for their better performance. Also they can
punish by increasing working hours, reducing salary and many other to employees for their bad
work and poor performance. With this they can control the quality of their product and services,
and offer high standard product to meet the demand of customers across the world (Medne,
Lapina and Zeps, 2020).
Inspection- It is a formal process which is used by managers to determine as well as
correct mistakes in a final stage or completed deliverable before offering product and services in
market to customers. Professionals of Engineering Tooling Company can must inspect the
quality and quantity of their product and services before deliver to customers in order to protect
company. It helps them to make effective decisions to control cost and reduce time of product
delivering such as if the product in not in right state and full in quantity then the customer is
return the product which increase the cost and time for company. It also helps them to determine
whether the production process and product or services are conducted as well as produced under
the industry or national rules addition to regulations (Padma and Wagenseil, 2018).
Process analysis- It refers to the analysis which the management use to systematic review
of all procedures and steps followed to work or perform a particular activity. It is the proper
description of method tom perform and complete a particular task with in an organisation. In
order to solve the quality issue and reduce cost of product and services, managers of Engineering
Tooling Company must analysis their production process in order to find out mistakes and
correct them at that time to deliver product and services on time.
Quality system- It is generally described as responsibilities, organisational structure,
resources and processes for applying the management of quality. In Engineering Tooling
Company, it is collection of organisation processes which focus on meeting demands of
customers on a consistent basis. The main purpose of this system to assure that every production
process is performed as per similar methods, informations, skills as well as control which are
applied in a consistent way. It helps the them to produce same quality of product which reduces
their time or cost of formulating new methods or processes for production function. The
company must follow same type of structure which give employees a method to perform same

task repeatability by following same method which increase their speed (Sinha, and Dhall,
2020).
Continuous improvement- It refers to the continuous improvement by bringing
innovation, more efforts and skills to add value to customers to achieve success in the market and
survive in long run. In Engineering Tooling Company, management can use total quality
management strategy to improve quality of their product and services on constant basis. By this
they can meet the expectations of customers and achieve their desired gaols. By providing
training to their employees they can improve their skills to adopt changes effectively and increase
productivity of the company.
Sustenance of Quality culture
The quality culture is working behaviour or collection of behaviours which helps in
encompassing every employee within company. The employees strives for the best at every level.
The development of quality culture helps in fostering the less frustration in employees, less
turnover.
 Team work- The team working helps in collaborating with the group of people for
attaining the goals of engineering tooling company. It is a crucial part for the business
which helps colleagues to work well together. The effective team working helps in
improving the performance and productivity of company. To make quality teamwork
there is need of cooperation among members as each members puts best efforts in their
learning process and are flexible enough to adopt the changing situations which helps in
achieving objectives. In the team there is better communication and share ideas, ask for
feedbacks which makes them to work efficiently in organisation (Soliman, 2018).
 Staff empowerment- This is concerned as management philosophy which provides the
employees autonomy, resources and supports that helps them to act independently and
held accountable for decisions made by them in engineering tooling company. In the
organisation staff empowerment is important as they feel motivated and made feel valued.
In the organisation they have job satisfaction, strong job performance and committed to
towards organisation. In context to engineering tooling company the employees can be
empower by providing them positive feedback, showdown empathy, delegating
responsibilities and task etc.

 Quality culture- It is refers to the environmental culture which measure the quality of
work, decisions etc. it is the term which is develop for the goal of organisations. The
quality culture is define as the organisation management to understand the goals and
activities of the business. In context to engineering tooling company it is working
behaviour or attitude of employees within in a industry (van Kemenade and Hardjono,
2018). It is helps in to analysis the employee behaviour and attitude towards the work.
The quality culture should be good for every employee which is helps in organisation ton
perform well.
 Quality teams- The team is refers to group where interdependent task is performed
towards accomplishing the common goals an objectives of company in context to
engineering tooling company. The quality team are organised to solve problem as they
have collaboration and cooperation for together working. The quality team is of experts
which have knowledge regathering the systems, market, products and services. The
quality team in engineering tooling company can develop effective strategies. The quality
team bring innovation, reduces operating cost, increase ownership, improves quality and
productivity.
 Quality leadership- This is referred as precondition for implementing the quality
management. This involves in what way the organisation leader directs the company
structure and how they behave in organisation which becomes crucial elements for the
company success in context to engineering tooling company (Wilson and Campbell,
2020). To become an quality leader there is need of several traits such as self aware,
focusing on developing others, encouraging of strategic thinking, innovation etc. The
quality leaders communicate with each part of work and provides direction to the
employees to work in most effective way.
 Business operations systems- This terms refers to standard, wide collection of business
processes which is used in many diversified industrial companies. It is company guide
book which provides the outline of company responsibilities that needs to performed. In
context to engineering tooling company managers, executives and owners collaborate
together to ensure that everyone in the organisation understands their roles, shares the
same vision and works toward the same targets. The aim of a business operating system is
to unify teams, clarify communication and promote a shared mission. This effort can lead

to a more harmonious work environment that retains good employees and rewards them
for their hard work in engineering tooling company.
Recommendations
From the above study it can be recommended to the engineering tooling company that
quality management helps the organisation in improving its quality which leads to great
performance and increase of productivity. The excellence regulatory policy manly have focus on
the upholding the excellence of goods and services by developing and maintenance of good
superiority guides, the products are review from raw material to end process. The engineering
tooling company is recommended to use the another approach of quality assurance which helps
in ensuring the quality satisfaction to the intended level of quality (Yang, 2020). This helps in
improving the company brand image in market which leads to increase of sales and profits. The
engineering tooling company is also recommended to take use of quality management which has
important role in boosting the organisation reputation. It is recommended to work towards
preserving and managing quality by inspiring employees of engineering tooling company in
order 6to keep their personal improvements and encouraging them to work towards the company
goals and objectives. It is recommended to implement constant excellence regulator procedure in
society for better grades.
CONCLUSION
As per above presented information, it has been concluded that organisational
performance excellence is an incorporated business approach to improve overall performance in
order to deliver improving value to stakeholders as well as customers. Along with that it allow
management to improve overall company capabilities and effectiveness to contribute in the
sustainability of organisation. The various factors of quality management include emphasis on
strategy, customers, continual commitment, team work as well scientific approach. Many other
elements are training and education, continuous improvement, monitor, control as well as
obsession with standard quality. In order to improve overall effectiveness of company the
professionals of company must give full focus and efforts on improving quality of their product
and services to meet the expectation of customers. They can use total quality management tool
and strategy to provide best quality of products to customers in order to retain them for life time
as well as add value to increase their experience. By making effective strategy and modify their

internal culture they can motivate their employees to give their full efforts to improve their
quality of performance. Sustaining the quality culture leads to improvement strategy which help
company in maintaining the quality culture and overall performance of people and government is
enhanced. The improvement strategy involves the quality teams, team work, staff empowerment
and many more. quality culture is crucial for improving its brand image in the marketplace, as
well as productivity and profitabilityt is vital for the company to build a quality culture in order
to have a modest benefit in the shop. By eliminating any type of flaw in the process, the
improvement method allows organisations to control, improve, and manage their total quality. It
also aids in the evaluation of the importance of change and the implementation of the change.

REFERENCES
Books and journals
Alzoubi, H. and Ahmed, G., 2019. Do TQM practices improve organisational success? A case
study of electronics industry in the UAE. International Journal of Economics and
Business Research. 17(4). pp.459-472.
Anil, A.P. and Satish, K.P., 2019. Enhancing customer satisfaction through total quality
management practices–an empirical examination. Total Quality Management & Business
Excellence. 30(13-14). pp.1528-1548.
Chen, R., Lee, Y.D. and Wang, C.H., 2020. Total quality management and sustainable
competitive advantage: serial mediation of transformational leadership and executive
ability. Total Quality Management & Business Excellence. 31(5-6). pp.451-468.
Hong, J., Zhang, Y. and Shi, M., 2018. The impact of supply chain quality management practices
and knowledge transfer on organisational performance: an empirical investigation from
China. International Journal of Logistics Research and Applications. 21(3). pp.259-278.
Isaksson, R., 2019. A proposed preliminary maturity grid for assessing sustainability reporting
based on quality management principles. The TQM Journal.
Lagrosen, Y., 2019. The Quality Café: developing the World Café method for organisational
learning by including quality management tools. Total Quality Management & Business
Excellence. 30(13-14). pp.1515-1527.
Lasrado, F., 2018. Achieving organizational excellence: A quality management program for
culturally diverse organizations. Springer.
Marchiori, D. and Mendes, L., 2020. Knowledge management and total quality management:
foundations, intellectual structures, insights regarding evolution of the literature. Total
Quality Management & Business Excellence. 31(9-10). pp.1135-1169.
Medne, A., Lapina, I. and Zeps, A., 2020. Sustainability of a university’s quality system:
Adaptation of the EFQM excellence model. International Journal of Quality and Service
Sciences.
Padma, P. and Wagenseil, U., 2018. Retail service excellence: Antecedents and
consequences. International Journal of Retail & Distribution Management.
Sinha, N. and Dhall, N., 2020. Mediating effect of TQM on relationship between organisational
culture and performance: evidence from Indian SMEs. Total Quality Management &
Business Excellence. 31(15-16). pp.1841-1865.
Soliman, A.F., 2018. A proposed model for leadership styles effect on total quality management
implementation: an applied study on telecommunication for mobile service companies in
Egypt. International Journal of Productivity and Quality Management. 24(3). pp.373-
397.
van Kemenade, E. and Hardjono, T.W., 2018. Twenty-first century total quality management: the
emergence paradigm. The TQM Journal.
Wilson, J.P. and Campbell, L., 2020. ISO 9001: 2015: the evolution and convergence of quality
management and knowledge management for competitive advantage. Total Quality
Management & Business Excellence. 31(7-8). pp.761-776.
Yang, C.C., 2020. The effectiveness analysis of the practices in five quality management stages
for SMEs. Total Quality Management & Business Excellence. 31(9-10). pp.955-977.