Quality Management and Continuous Improvement: A Case Study of Telstar

Desklib provides past papers and solved assignments. This report analyzes Telstar's quality management and change implementation.

Quality audit report
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Table of Contents
1. Examine the concept of quality management and continuous improvement in an
organisation, taking into consideration ethical issues................................................................3
2. Critically evaluate the benefit of quality awareness and quality management to
organisations..............................................................................................................................4
3. Select two appropriate change management tools (Kotter’s 8 step model, Lewin’s change
model) to implement the change and/or improvement..............................................................5
References..................................................................................................................................8
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1. Examine the concept of quality management and continuous
improvement in an organisation, taking into consideration ethical issues
Managing the quality of the products offered to the public or the consumers is extremely
important for the growth and increasing productivity of the organization. In the case of
Telstar which is a telecommunication based organization, the managers have introduced a
change in the organization for the satisfaction of the consumers and the employees working
in the organization. Maintaining the quality of the change that is introduced in the
organization is utmost important for the growth of the respective firm. In this scenario quality
management refers to the act of maintaining the quality of the change introduced in the
organization to satisfy the needs of both employees and the consumers. Quality management
is a continuous process in which the managers initiate continuous actions to enhance and
build the quality of their product and service offered in the market. The process of quality
management must be undertaken in an ethical manner. In other words, it can be said that the
respective firm can adopt the strategy of CSR in order to maintain the quality of the product
or services being offered by them in the market (O’Neill et. al., 2016). The employees of the
organization must be provided basic benefits like accurate working hours, proper salary or
wages as per their capabilities and time they are serving in the organization. Aside to this no
man and material should be harmed during this process. The rights of all the employees and
the consumers must be secured and should not be violated by the company. Aside to this, the
company should not likewise oblige any rule or policy as decided by the authorities.
Following all of these criteria will help the respective firm in marinating the quality in an
ethical manner (Zeng, Phan and Matsui, 2015).
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2. Critically evaluate the benefit of quality awareness and quality
management to organisations.
Quality management is extremely essential for the upliftment and growth of the organization.
A number of benefits that are facilitated to Telstar due to its effective quality are as follows:
 Quality products will help the firm in enhancing the level of their sales and revenues
earned from the market. With the help of this, the firm is able to fulfil its basic
objectives
 Quality products likewise help the firm in expanding its market area and enhancing its
goodwill in the market. With the help of effective quality, the organization can
enhance the power of its brand name and can leave an impressive mark on the society
 With the help, if quality management the organization can attract a number of
consumers and can open its path to enter into the international market. In this era of
modernization the consumers are diverted towards quality products and are ready to
pay a high amount for them. Hence with the help of quality products and services the
managers can attract more number of consumers in the market. This will likewise help
the organization in yielding higher profits
 Quality products likewise help the organization in satisfying the wants of all the
associated stakeholders (Rodriguez, Peterson and Ajjan, 2015).
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3. Select two appropriate change management tools (Kotter’s 8 step model,
Lewin’s change model) to implement the change and/or improvement.
For implementing changes in the organization Telstar can take the benefit of below-stated
tools that will enhance the quality of changes taken place in the organization:
1. Kotter’s 8 step model
This model is propounded my Dr. Kotter and is based on 8 stages. The model will help in
introducing changes in the organization in an effective manner. The below stated steps
will help Telstar in introducing changes. In this process, the mangers first try to evaluate
risk and opportunities aligned with the strategy as designed by the managers. After which
the managers try to form a team or coalition in order to execute the strategy in the
organization (Zeng, Phan and Matsui, 2015). All the long term and short term risks
associated are identified and steps are undertaken to resolve them. With the help of this
tool, the mangers of the organization can execute changes in the organization in the most
effective manner. With the help of this model, the managers can forecast short term and
long term advantages of the strategy designed by them. With the help of this process the
managers will be able to evaluate the steps that will facilitate growth in the organization
and at the same time can satisfy the requirements of all the employees and the consumers.
The final step of the model will help the mangers of Telstar to sustain the changes
implemented in the organization and to enhance the scope of sustainability. With the help
of this model, the managers will be able to develop the capability of accepting changes in
the organization (Kotter, 2019).
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(Figure 1: Kotter’s 8 step model)
(Source: By Author)
1. Lewin’s change model
Lewin’s change model is based on three stages that are named as unfreeze, change and
freeze. This is the most effective and easy method that can help the respective firm in
introducing changes in the organization. The stages of the respective model are defined
below briefly:
 Unfreeze
Under this stage, the members of the organization start experiencing changes in the nature
and behaviour of the employee. It is the stage in which the changes are identified in the
organization. Under this stage, the support of employees is required to order to deal with
the changes taking place in the firm (Zeng, Phan and Matsui, 2015).
 Change
Under this step, actual steps are initiated to measure the effectiveness of the changes and
to aid the negative factors associated with the changes taking place in the organization.
This step will help in enhancing the capacity of the employees to resist changes.
 Refreeze
Under this step, the employees are motivated and inspired to accept the new change
taking place in the organization (ToolsHero, 2019).
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(Figure 2: Lewin’s change model)
(Source: By Author)
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References
 Hollen, D., 2016. Developing cost of poor quality calculations with emphasis on business
impact.
 Kotter., 2019. The 8-Step Process for Leading Change. [online] Available at:
https://www.kotterinc.com/8-steps-process-for-leading-change/ [Accessed 7 Feb. 2019].
 O’Neill, P., Sohal, A. and Teng, C.W., 2016. Quality management approaches and their
impact on firms׳ financial performance–An Australian study. International Journal of
Production Economics, 171, pp.381-393.
 Rodriguez, M., Peterson, R.M. and Ajjan, H., 2015. CRM/social media technology:
impact on customer orientation process and organizational sales performance. In Ideas in
Marketing: Finding the New and Polishing the Old (pp. 636-638). Springer, Cham.
 ToolsHero., 2019. Lewin's change model, discover new behaviour change theory. [online]
Available at: https://www.toolshero.com/change-management/lewin-change-model/
[Accessed 7 Feb. 2019].
 Zeng, J., Phan, C.A. and Matsui, Y., 2015. The impact of hard and soft quality
management on quality and innovation performance: An empirical study. International
journal of production economics, 162, pp.216-226
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