Quality Management Report: Quality Tooling Company, UGB262

This report delves into the critical aspects of quality management within the context of Quality Tooling Company (QTC). It begins by introducing the importance of quality management for business success, followed by an exploration of a quality improvement strategy, encompassing quality assurance and quality control implications, and total quality management. The report analyzes how QTC can implement and sustain a culture of quality, addressing the challenges of a competitive market and the need for continuous improvement. It examines the application of total quality management principles, including customer focus, employee involvement, and continuous improvement, to enhance business performance. The report further provides recommendations for QTC to maintain and improve its quality culture, including the importance of effective communication, resource productivity, and positive work environment. This report underscores the importance of a well-defined quality management strategy for long-term organizational success and customer satisfaction.

UGB262 Quality
Management for
Organisational
Excellence

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Quality improvement strategy .........................................................................................................3
Total quality management ...............................................................................................................5
Quality assurance ............................................................................................................................5
Quality control implications ...........................................................................................................5
Explaining how the improvement strategy would help to sustain the culture of quality in the
organisation......................................................................................................................................6
Recommendations ...........................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality management plays a vital role for the success of business as it helps company to
achieve their targets and set objectives. Basically, it is the act of overseeing all business activities
and tasks that must be accomplished in order to maintain a desired level of excellence. The
concept of quality management says that determination of quality policy, quality planning
creation and its implementation included in it. The present report will be based on quality
management of the quality tooling company which was set up in the north-east of England by a
young graduate engineer. It was formed in early 1960s provides products and items of
manufacturing such as engineering calipers and many more. The study will introduce about a
quality improvement strategy of quality tooling company. It will include all aspects and strategy
relating to it such as quality assurance and quality control implication, total quality management.
At the end it will explain about how the improvement strategy would help the company to
sustain the culture of quality in the future as well.
Talking in relation with the company, the business had to evolve into a new, engineering
based entity. In the year 2010, an approach was made for the proper designing and
manufacturing which is helpful for managing medical equipment. As now the company wants to
expand they need to focus on quality improve strategy with quality assurance and techniques.
Also, the firm realizes that the new business must project itself to investors, customers, suppliers
and other people as well.
Quality improvement strategy
As we all know that improvement is needed in the industry to achieve success. Basically
quality improvement strategy is a method to change. With the help of this strategy company is
able to organise, sustain, plan and monitor about the changes (Saragih and et.al., 2020). The
major purpose of quality improvement strategy is to help company to know about their
performance in delivering quality and to plan future improvements as well. It is helpful to reduce
variation and improve results for organization. In order to implement quality improvement
strategy, the company needs to establish improvement goals. When the company take seriously
about quality improvement strategy they are able to improve performance and efforts of the firm.
The model related to quality improvement can help company to analyse the important data and
collect test change.

The study states that quality tooling company provides scribes and then expanding to
include micrometres and a limited range of specialist items which needed high quality materials,
knowledge, experience and skills to produce accurate items which can be beneficial for long run.
Due to heavy competition arises from globalization, new players in the market and decline of
engineering in the north-east of England, the company realize that it need more improvement,
and they must enhance their quality. They believe that radical strategy need to be very well-
developed to ensure the business survival in the competitive market. With the help of quality
improvement cycle, the company is able to analyse and collect the data so that they can improve
the quality services. By following quality improvement cycle, the company is able to establish
aim to become a sustainable company in this engineering field. By setting these goals, the firm
will be able to better communicate about objectives to all of the sectors in the company. In
addition, they might need to support the intervention happen.
Talking about another step, identification of possible strategies, this is the next task of the
team in which they identify possible strategies keeping in mind about all the improvement
required in making a change. But it has been said that not all changes in the company lead to
improvement. With the help of its skilled workforce, the company achieve success. The
company’s staff member was loyal and many of whom had begun their employment from very
beginning (Bouranta and et.al., 2019). They always believe to work effectively and committed
towards company. The production plant of the company is also very well equipped with
attractive financial base. In addition to this, the company communicate effectively with staff
members about why the measured are being selected and gathered and also about how these data
will help them improve their quality of work life and also their skills and experience.
After that company needs to select specific interventions to implement so that it would
provide benefit to organisation. Now the team will decide about which is the best idea they
should implement and what benchmark practices they must do. The improvement team of the
company needs to focus on important factors such as company’s culture, feedback system and
also information about planning. The company then decide about what fit best with the particular
problem. For example- the improvement team of the company should seek input from affected
staff members and other departments to know about the outcomes.
In the quality improvement cycle, after finding out possible strategies and implementing
it, it is essential to focus on action plan so that it would help achieve those goals which has been

set by the company. The best way to organise the action plan is to review few important things
such as important areas to focus on for improvement, goals, initiative taken, resources needed
and possible barriers. In addition to this, they must focus steps to measure success of business.
Total quality management
Quality is all about excellence it involves understanding the needs of customers,
leadership desire, teamwork, actions to achieve satisfaction of customers and also involve
stakeholder’s objectives. Basically, every business needs to control price and variability at an
acceptable cost then only the can achieve success.
Talking about total quality management, it is a systematic method which is used by
company to ensure that all the business activities is necessary for the development, designing and
implementation of service or products. They must ensure about whether it is effective or not with
respect to the performance of business. Managing quality is essential as it helps to improve the
change for achieving a particular result (Gamage and et.al., 2020). In other words, total quality
management is a management approach which helps company to sustain long term success by
motivating employee feedback, their participation, their commitments, satisfying the
requirements of customers and respecting their beliefs by following rules and policies made by
government.
Quality assurance
This term refers to any systematic process of determining whether a service or products
meets specified requirements of customer or not (Ossiannilsson, 2019). It helps company to
maintain set requirements so that they can develop and manufacture reliable products. Speaking
about the assurance of the quality, the systematic action is very important for the company to
provide enough confidence that company’s items will be able to satisfy the given requirements of
quality. In every business quality assurance is must for customers confidence because they only
believe when they feel company is trustworthy.
Quality control implications
The ongoing effort to maintain the integrity of a business process to maintain the
reliability of achieving an outcome. Controlling quality is important for quality tooling company
and maintaining the reliability is also very essential for improvement team.

For the implication of total quality management, the company needs to focus on five
pillars which is processes, systems, products, people and leadership (Abbas, 2020). Then only
they are able to satisfy the effectiveness and suitability in the market. as we all know that they
major objective of total quality management is to avoid wastage, recognition of mistake or errors
and reduction of lead times.
Quality tooling company, needs to follow the principles while implementing strategy:
Leadership- leadership plays a vital role in the success of business we all know that,
leadership strategy is much needed for the total quality management. When leaders encourage
their team members regarding continuous improvement of products or services then quality is
maintained.
Customer focused organisation- for achieving total quality management, the company
needs to be customer focused, means they must ensure they fulfil the needs and wants of people.
Involvement of people- it is necessary to encourage people to participate in quality management
process. Involvement of people will help meet the requirements of customer satisfaction.
Continuous improvement- as we all know that in today’s business world, continuous
improvement is really necessary to meet the customer satisfaction level. For this, the cited
organisation needs to focus on their performance superiority by taking major points such as cost,
quality and speed into consideration. With the implication of new strategy and idea the company
can easily meet the expectations of clients.
Supplier relationship- the company who maintain supplier relationship then they are able
to achieve good market position. Encouraging them into the decision making process will help
company to achieve continuous improvement.
Explaining how the improvement strategy would help to sustain the culture of
quality in the organisation
QTC improvement sstrategy is to improve the process efficiency and resource
productivity. Identify customer needs is the basic improvement strategy which must taken into
consideration while expanding business. Another strategy is to identify and localize problem
then only company can easily meet its goals by finding out ways to sustain the quality culture.

Improve the customer experience- behind every happy customer there is the company's
process so, if the QTC focus on improvement strategy related to customer then they can improve
the customer experience while purchasing products.
Reduce costs- reducing costs is not always beneficial for the success of business, but
sometimes it is necessary for company to understand the cost drivers. The company needs to
improve its costs effectiveness and consider the main areas such as inputs, people and overhead.
By doing, so they can easily able to achieve sustainable improvement.
Improve resource productivity- talking about this strategy, if QTC focus on resource
while implementing quality culture then they can easily achieve success. As the company is
expanding its business then it is essential for them to acquire assets. Which includes equipments,
information, facilities and tools. It also involves information technology and intellectual property
to maintain sustainability.
With the help of improvement strategy, the improvement team would easily able to
sustain the culture of quality in the company. Culture of quality is all about the working
behaviour of people and their collection of behaviour every staff members encompasses. It is
essential to have strong structure of business where quality assurance is taken seriously by
management team (Bajaj, Garg and Sethi, 2018). Quality culture is a way of working where
people strive for the best at every level of business work. When the company have strong
management team with strong structural policies they are able to work effectively and flexibly
within that structure. It has been said that being flexible is equally very important for the
company to achieve accurate results. Whenever, the improvement strategy is shared with the
team and communicate effectively with them they are able to achieve success. this will help
company to sustain the culture of quality and educate awareness of quality among all. Quality
tool company needs to educate continuous improvement culture with quality assurance to people
working in the department. They must ensure the open communication within department so that
it would provide them effective results.
Importance of improvement includes:
 Effective practices will help company to support process of improvement.
 Improvement strategy will help the company to remove inefficiencies
 It can also improve the performance and productivity of team members especially in
improvement team.

 With the help of these tools the company can easily enhance the processes of business. Also, they can easily evaluate the performance metrics which helps to achieve goals
relating to people.
Positive work culture- with the help of improvement strategy relating to quality, the
company is able to meet the requirements of people. This will help to sustain the quality of work
and quality of culture.
Will help to beat competition- in this industry, quality improvement strategy is really
important, with the help of improvement strategy the business can evolve into a new entity
(Dahlgaard-Park, Reyes and Chen, 2018). They are able to receive the opportunity to recognize
for its product range in front of customers. The reputation of the company also increases with the
increase in improvement strategy.
Helpful to make people accountable- with the help of improvement strategy, the company
is able to maintain accountability in the workplace. When the team members of the firm started
thinking about the importance of being accountable they are able to perform well and helps
company to sustain for long run.
Enhance employee involvement- when the employee is well-trained by company and
encourage by them to focus on using improvement strategy, then it will help them to sustain
quality culture (Seyfried and Pohlenz, 2018).
As we all know that the improvement strategy would help to sustain the culture of quality in
the company, so, QTC needs to focus on improving quality culture while implementing
improvement strategy like:
Train employees- investing in training is very important for company as it helps to
develop the work culture as well as improve quality of working within company. It helps QTC to
develop new skills among people that can be used to improve upon services, products and
processes.
communicate with employees and regulators- communicate clearly with employee is
important to build systems according to quality standards. The reason behind using this
technique is that regulators are essentially looking for risk in business operations, which is the
reason they want to manage risk by using risk management and quality management as they are
closely interrelated with each other.

Follow regulations- as the business has to evolve into a new engineering based entity it
is essential for them to develop the understanding about quality of culture by follow regulations
and rules.
In order to implement a TQM in the company’s success, the improvement team needs to
clarify mission, vision and values this is the very first step. The employees of the company need
to know how organizational strategy will be helpful. They should also understand where they
want to head so that it would to make decision-making process successful. For this quality
tooling company needs to educate staff members and communicate with them about how they
will achieve vision and mission.
After them to implement a TQM, the company needs to identify critical success factors as it
helps them to focus on those things that will support them to meet goals (Nasim, Sikander and
Tian, 2020). In this stage the company needs to measure performance, as these performances
based measures gives information for determining how well the firm is achieving goals. They
can have details about employee satisfaction, customer satisfaction and product quality.
Taking feedback from people are also very important because this is the only way for
company to know very well about customer needs. Fulfilling customer expectation is very
essential for company then only they are able to achieve desired goals.
Recommendations
As the new market has expanded for QTC on rapid basis over the last three years and
QTC is getting worldwide recognitions for its product range and company image, there are some
improvement needed which must be taken into consideration. In order to project itself to
suppliers and customers as a world-class the company must focus on product quality as this
would help company to sustain the culture of quality in the organization. To be successful in any
kind of project it is essential for company to build the project team with experience and skills
which helps them to improve quality improvement. It is suggested to prioritize potential areas of
improvement within team-mates. Firstly they must need to understand how to identify and
understand the ways in which they should practice some improvements. The best way to do this
is to collect and analyse data so that quality improvement strategy can be successfully
completed. Another best way to improve quality improvement strategy is to have open
communication in the company QTC so that they easily spread the word of success. It Is also

very important for company to build company's culture so that they can enhance quality
improvement. Not only this, training program is much-needed for staff members on topic
relating to quality assurance and quality management so that they can understand how to
maintain sustainability of the culture.
CONCLUSION
To conclude, employees should always understand the vision and mission of the company as
well as their role in supporting them. The company QTC has applied radical strategy in order to
develop business work and ensure the survival of the business. As the workforce of the company
was loyal because company has supported them in every aspect. As the employees seek
feedback, QTC develops the work culture where they Encourage collaborations well as embrace
modern management principles. From the above analysis, it has been concluded that senior
leaders of the company need to focus on leadership and create positive business structure and
train staff members to understand the standardization. Talking about quality improvement
strategy, it is very important for company to focus on quality to meet the needs of people. The
present study has concluded that the quality tooling company has well-equipped production plant
having a very strong financial base which helps them to achieve goals. In addition to this, the
loyalty of the workforce is recognized and always rewarded by the firm in different ways. As the
business of quality tooling company had to evolve into a new business, so they decided to design
and manufacture of hand held precision medical equipment. Plus, it has also summarized that the
new market has expanded quickly basis over the last recent years that is 3 years. In addition to
this, Effective practices will help quality tooling company to support process of improvement.
Improvement strategy will help the company to remove inefficiencies for manufacturing of
equipment’s. with the help of quality improvement strategy, the company can focus on
accountability as it is much-needed in the new business set up. The firm needs to evolve in such
a manner that will help staff members see where they can be an active part of continuous
improvement.

REFERENCES
Books and Journals
Nasim, K., Sikander, A. and Tian, X., 2020. Twenty years of research on total quality
management in Higher Education: A systematic literature review. Higher Education
Quarterly. 74(1). pp.75-97.
Dahlgaard-Park, S. M., Reyes, L. and Chen, C. K., 2018. The evolution and convergence of total
quality management and management theories. Total Quality Management & Business
Excellence. 29(9-10). pp.1108-1128.
Alzoubi, M. M. and et.al., 2019. Total quality management in the health-care context: integrating
the literature and directing future research. Risk management and healthcare policy. 12.
p.167.
Bajaj, S., Garg, R. and Sethi, M., 2018. Total quality management: a critical literature review
using Pareto analysis. International Journal of Productivity and Performance
Management. 67(1). pp.128-154.
Abbas, J., 2020. Impact of total quality management on corporate green performance through the
mediating role of corporate social responsibility. Journal of Cleaner Production. 242.
p.118458.
Bouranta, N. and et.al., 2019. The key factors of total quality management in the service sector: a
cross-cultural study. Benchmarking: An International Journal.
Nguyen, T. L. H. and Nagase, K., 2019. The influence of total quality management on customer
satisfaction. International journal of healthcare management. 12(4). pp.277-285.
Saragih, J. and et.al., 2020. The impact of total quality management, supply chain management
practices and operations capability on firm performance. Polish Journal of Management
Studies. 21.
Gamage, K. A. and et.al., 2020. Academic standards and quality assurance: The impact of
COVID-19 on university degree programs. Sustainability. 12(23). p.10032.
Ossiannilsson, E., 2019, June. Considerations for quality assurance of e-learning provision.
In EDEN Conference Proceedings (No. 1, pp. 222-230).
Seyfried, M. and Pohlenz, P., 2018. Assessing quality assurance in higher education: quality
managers’ perceptions of effectiveness. European Journal of Higher Education. 8(3).
pp.258-271.