Quality Management Study: TQM 601 Assignment, GBS, Oct 2017

This study material for TQM 601, a Quality Management course, addresses various aspects of quality management. It begins by identifying different forms of the Cost of Quality, including preventive, appraisal, and failure costs (internal and external). The assignment then explores brainstorming and Nominal Group Technique (NGT) as problem-solving methods, analyzing their applications and differences. The document also includes an Affinity Diagram to organize brainstormed ideas and utilizes a Pareto Chart to prioritize defects for product improvement, with examples and analysis of defects like cracks, chips, scratches, uneven surfaces, and rough surfaces. The assignment emphasizes the importance of quality management tools and techniques in achieving organizational objectives and improving product quality.

TQM 601
Quality Management

Study Materials
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GENERAL INSTRUCTIONS
 This project must be done individually
 This study material must be submitted in softcopy only on the
assigned due date to [e-mail]
 Hardcopy submissions will not be accepted
PRESENTATION OF STUDY MATERIAL
 You must include a title page that lists your name, Student ID and
the unit number and title.
 Number all pages sequentially.
STUDY MATERIAL SUBMISSION DEADLINE
Due Date: Thursday, 19th October 2017
Weighing: 10% of total assessment
LATE STUDY MATERIAL SUBMISSION POLICY
Any student submitting their study materials 2 days after the designated
deadline will be considered as a Late Assignment Submission which will
incur a penalty of CHF 100/SAR380.
The penalty amount will be automatically added to your subsequent
month's Course Fee.

Module Two:
Introduction to Quality
Identify different forms of Cost of Quality
Total quality management is an art of managing the entire departments to attain
organisational objectives. It is known as a complete set of rules and regulation which a
manager need to implement in its operation department (Conti, 2012). It helps to interlinking
fundamental tools, existing improvement efforts and technical aspects under a disciplined
approached. There are various types of cost quality techniques which can help the managers
in managing their necessary resources which are used in production process of product and
services.
Quality costs are the considered as those costs which are related with preventing,
detecting and re mediating various products issues associated with the quality. It is not related
only with upgrading the present value of product to a maximum standard. It simply means
that if any one spending less on buying an auto-mobile then, he will not be able to expect
perfect seas and air conditioning facilities in his car.
Identify the Quality Control Cost:
 Preventive Cost
These types of costs a company can incur during the process of removing contingent issues
in products that are produced in an organisation. It is said to be very minimum expensive
costs which are more in demand.
 Appraisal Cost
It is more similar to the preventive costs as this requires a variety of inspections. The
most effective appraisal costs are destruction of products as part of the testing procedure,
depreciation of test equipment and testing of the staff supervision.
Identify quality failure cost:
Quality costs can arise with various reason among different products in an
organisation. It may be with product design problems that start in the engineering department
as well as production issues that can create product flaws. The acquisition administration can
acquire sub-standard element that can be the major reason for failure of a product. Some
other aspects are related with the order entry department that they put incorrect entry record
of customer’s orders which lead to wrong delivery of product. These problems increase the
quality cost for the company.
Identify Internal Failure costs:
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It originate in order to get rid of defects that discovered prior to the product or services
are handed over the customers. It happens when the outcome of a work fails to reach design
quality standard and are detected reaching to the customers. This may include:
 Waste: Use of unnecessary work and holding of inventory as result of
mistake, poor plan and communication system.
 Scrap: These are those are goods which are defective or that can’t be sold or
used.
 Rectification and reuse: Correction of product material and mistakes.
 Analysis of failure: Various activities which are essential for the company to
detect the internal product and services downfall.

Module Two:
Introduction to Quality
Identify Seven External Quality Failure Costs with Examples : These external failure costs
arise in order to understand the defect which are determined by customers. It is that costs
which is incurred by a business because of failure of product and services at the side of
customers. Such types of costs effect into warranty claims and other loss of goodwill. It
consists of:
 Repair and services: It is related with those products which are
returned by the customers and that which are in the market.
 Warranty claims: It is applicable for that product which is in guarantee
and those are replaced conditions.
 Complaints: these costs are related with handling and servicing
customer’s complaints for their products.
 Returns: It called as transport costs which are incurred on handing and
investigating or rejected or for recall of a product.
 Legal actions: If the products are determined by using legal actions if
there are any mistakes found from the company sides.
 Loss of sales: It is considered as those costs which are related with
selling opportunities that a company have lost because products were
out of stock.
 Product recall: It those situation in which a return for a product after
the identity of safety issues or product defect that are exist in a product.
WHY These Costs Can Be Particularly DAMAGING TO THE COMPANY?
There are various reason by which these costs are damaging the company
performances. If the company is not able to produce effective quality products according
the need of the customers. It will have bad effect on company. Some other aspects are
related with the quality and features they are delivering to the customers. Few of them
are :
Workplace safety: These are concern with those areas where the businesses can
have the option to incur unexpected costs. Regardless of the business a company is
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operating, an employees may be at risk for some types of injury with have huge effect on
performances.
Time and attendance system: Precious time can also be waste by an inadequate
time and attendance system. If they are taking more time to complete a entries or commit
mistake can also have serious effect.

Module Three:
Brain Storming and Nominal Group Technique (NGT)
Video: See the Video Brainstorming Principal and Roles
https://www.youtube.com/watch?v=cjeJ60zQ8-E
Brainstorming is a problem solving technique that engages one to multiple
participants in the process of thinking creatively and generating innovative ideas.
The brainstorming technique is typically geared towards quality improvement and is
usually the incipient phase towards developing a strategic plan.
As a member of a small management team, brainstorm in group of five on what are
the obstacles to decreased sale in your company?
Brainstorming: It is a framework, designed to make group decisions to in order to
generate maximum number of innovative ideas through using an interactive process. The
main objective of this technique is to incur more than one idea which is effectively used in
betterment of the company. In the process of brainstorming session all the team members
should understand the purpose of the company and its aims and objectives. Some obstacles
those are affecting sale in the company:
Brainstorming techniques: As per the, various authors, brainstorming is a team
work problem solving and creative techniques. Under this a group of people implement their
collective intelligence to determine creative issues. These sorts of methods helps to motivate
people to make innovative ideas into the performance of business. The quality aspects are
balanced through using their talent and experiences. The best option of using this method by
the top management during the start of a project and that should consist of particular
questions. Some of the effective brainstorm, encourage collaboration and reduce judgements:
 Brain writings: The common principles of this techniques is to divide ideas which are
arises during discussion. Under this leader exchanges the topic with the team
members and members separately write their own ideas and suggestions.
 Figuring storming: In this technique, various situations are presented in front of the
employee's regarding the issues which are faced by the company during the year.
Taking up a right decision sometimes can increase the moral of the company.
 Freewheeling is welcomed: The most of the information which are arises from the
fresh brains are always welcomed in an organisation.
 Quality is demanded: With the collection of more innovative ideas will encourage
management to selected right one which is more effective for the company.
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Module Three:
Brain Storming and Nominal Group Technique (NGT)
Video: See the Video Brainstorming Principal and Roles
https://www.youtube.com/watch?v=cjeJ60zQ8-E
As a member of a small management team using Nominal Group Technique, to generate
ideas on what are the obstacles to decreased sale in your company?
NGT is structured techniques used for brain storming that enhance maximum contribution
from each member those are in a group. It is used as: when some team staffs are much more
vocal than other one, in some cases when team members are thinking better in silence and at
that time when the group is not able to generate more creativity ideas in bulk.
Talking about as a member of small management team NGT can be more effective in
solving maximum number of issues those are faced by team members. Some of them are
 Delay in delivery: Some are associated with timing, as it has been found that most of
the issues are arises because of late delivery of products to the customers. It’s all
because of miscommunication among team.
 Miss- understood mission: It is related with the company aims and goals which are
must be kept in mind to each and every member those are working with the same
objectives.
 Lack of team cohesion: If the people are working as a team member in an
organisation they must have identity and belongings. It all develops through better
cooperation and experiences that are arise with the time.
 Lack of resources: As, in almost all the company it is necessary to have proper
resources which can help them to achieve their targets in more effective and easy
manner.
Tell us the difference between this NGT and the brainstorming one?
NGT Brainstorming
It will help the quite and the outspoken
person those are having an equal voice.
Group decision are the major techniques used
under this system.
With the help of private voting results are
calculated.
Thinking outside the limitations of the
company.
Analysed results are shared with other Cannot judged any ideas until the lists is not

people. completed.
How did you reached to an outcome?
The best option for the company is to select that techniques which is providing more
effective results. It can satisfied the quality and basic demands of the customers. After
analysing both brainstorming and Nominal group techniques it has been found that both of
them are effect at their own places. Use of them can be done by the demand of services asked
by the company.
Which one do you prefer and why?
According to own analysis, the best one if brainstorming as this will help the
customers to feel motivated by using off the job and on the job training at the same time. It
will help make them to boost there moral in order to provided more effective results to the
company. The resources can also be utilised in more effective manner if they are positive
enough. The quality can standards can also be maintained through using this techniques.
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Module Four:
Affinity Diagram and multi-Voting
In your group, arrange the list generated from brainstorming into corresponding groups using
the Affinity Diagram. Ex.:
Affinity Diagram- Beginning issues
Start- up issues
Human Resource
Financial Issues Team Experience Marketing
Small and medium capital Skill Hunting issues Bad learning skills Marketing mode
Minimum investment Lack of effective team Lack of interaction Core areas

Module Four:
Affinity Diagram and multi-Voting
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