7061MAA Management of Quality Assignment Sample
Title: CWK1
Introduction
Total quality management is considered as the process which describes the approach of management of long-term success activities in the context of customer satisfaction. The implementation of quality management activities must include the parameters like customer-focused activities, effective involvement of the employees, process centered activities, and the integrated system approach. On the other hand, the approach of systematic and strategic process, effective continuous improvement and the facet-based decision-making strategy along with communication are included here.
Here in this research paper the main parts of discussion are creation of the philosophy of management, effective description of quality and the graphical description of process.
Question 1: Creation of the management philosophy for 3D HP based process
Five golden rules of customer satisfaction
The five golden rules of customer satisfaction activities are stated below:
- The organization needs to understand that customer service is the first priority of every employee of the organization.
- Customers are always treated to questions and try to listen to their compliance carefully.
- The company needs to understand that they only talk about the delivery which they can afford, not only any fake promises about the services (Villanueva et al., 2018).
- The customer service department needs to understand how to apologize in any bad situation.
- The accompanying higher authority needs to understand that if they treat their employees well then, they can deliver an effective customer satisfaction process.
Justification of selection
These five golden rules of customer satisfaction are considered because the colony already knows that due to some specific reason some of CPT competitors need to recall their product. Among them, most of the reason is not to deliver products as per the expectations of the customers. Problems related to the surface finish, lack of bonding among the materials considered by those competitors, brittle and fractures in product and poor drive motors can create situations through which customers are not happy about those products (Adesta, Prabowo & Agusman, 2018). In this context, the company tries to include some specific rules during the new product introduction process.
Roles of business leaders and creation of business culture
According to the above situation and context, the organization leaders must need to include some activities as their roles and responsibilities to maintain the five golden rules of customer satisfaction. Initially the business leaders need to state about effective clear goals and objectives related to the deliverables of the organization. On the other hand, they have to motivate the team members and significantly give them effective direction to move forward (ÇETİN, 2020)). The activities of the leader must include the strategic potential of the team and must include the effective execution of the strategy. The creation of vision and maintain communication with the customer service team to understand the effective deliverables of the organization (TNB et al., 2017).
The implementation of the five golden rules in the organization can create effective business culture and strategies which have the potential to make healthy relationships among the employees. However, the strategic and effective activities must include the areas through which every employee is treated well. The most important parameters are that every employee can get equal values from higher authority. This rule can create an unbiased work culture in the organization (Serra et al., 2019). On the other hand, five golden rules state that delivery of the promises must be in the affordable areas of the organization. This rule creates a loyal customer base and authenticity among the employees of the organization.
Question 2: Description of the Quality tools and techniques
Activities of tools and techniques
- Artificial intelligence: The company is suggested to use the Microsoft Dynamics AI solution to boost their customer service process through the construction of the virtual agent. The inclusion of Virtual agent model can consider effective engagement through the multiturn dialog. In that context an effective and easy process of variety must be included here through the development of the strategic conversation and transfer option (Rodhiah & Nawawi, 2017).
- Omnichannel communication: The consideration of omni channel communication process can create a situation through which the company can manage the real-time activities of customers with the use of chat for Dynamics 365 text message option (Jun et al., 2021).
- CSAT (Customer satisfaction score): The activities related to the customer satisfaction can be improved through the inclusion of the customer satisfaction score which can be able to measure the satisfaction and the dissatisfaction possessed by the customers about the services and the products.
- Service Plugin: The device is able to use the print service plugin process which can create easy documentation, emails and pictures from the consideration of the print supported application process (Quarshie, Akadzie & Mensah, 2020).
- Effective features: The organization is suggested to keep features like DDR3L memory setup, effective photo creation process and Energy Star qualification activities.
Application of technique
The application of those five techniques discussed in the previous section must be included by the research and development department of the organization along with the effective and strategic demonstration of the process by the customer service department. These five tools are selected from every area. Therefore, every department of the organization needs to include value in their activities.
Classification of techniques
All the techniques used in the above section must include the effective inspection process because the consideration of the CSAT tool can be able to give an effective inspection process through which the company understands the areas of control. The quality control process can be delivered through the unique features suggested in the above section. On the other hand, the quality Assurance activities must be considered with the process of effective demonstration of strategic process and the maintenance of quality control activities (Miranda, 2017). The inclusion of the total quality management can be possible through the inclusion of the process and strategic demonstration of five rules and omni-channel communication process.
Evaluation and justify the application beneficial process to 3D-HP
- The implementation of the above discussed five tools can give the organization an overall development and satisfaction to the customer (Plaček et al., 2019).
- The analysis of CPT competitors and their recall reason help them to understand for which reason the customers can reject them. Therefore, the new development and innovation process considered by them must include those areas of development.
Question 3: Graphical representation of process
Graphical summary of the new product process
| Process | Implementation | Time |
| Customer satisfaction activities | The satisfaction of customer must include the areas where the company can able to make effective communication and process development activities. The service process must be very effective and strategic in that context also. | 4 months |
| Product specification | The product specification must include the areas where the company can able to give proper finishing of the product, strategic maintence of the material along with printing process. The processor of the activities must be high class to get effective outcomes from the activities. The activities and the strategic development process need to be included here where the overall development must be considered in that context (Phuong et al., 2021). | |
| Maintenance of stakeholders | The strategic process of stakeholder maintenance process must include here to make strategic and effective maintence of the power-interest process. The activities and the connection between the stakeholders must include the approach through which stakeholder mapping is important in that context. | 9 months |
| Effective communication process | The communication process of the organisation must be transparent in nature. The strategic development and the healthy atmosphere of work culture is possible through a clear communication activities and strategies (Oelofse et al., 2021). | 6 months |
| Analysis of competitors | The effective analysis of the competitors must give scope to the organisation about the effective strategies and precaution taking scope to create effective culture of the organisation. On the other hand, the total quality management activities and the strategies can be developed through the inclusion of the process and strategies. | 3 months |
Time plan
The consideration of the time plan helps the organization to understand the process where they can complete the whole activities of customer satisfaction and quality control process within deadline. On the other hand, it can also give scope to the organization for the effective development of the process and strategies to maintain the overall process maintenance.
| 1st month | 2nd month | 3rd month | 4th month | 5th month | 6th month | 7th month | |
| Implementation of planning | |||||||
| Customer satisfaction activities | |||||||
| Better service process | |||||||
| Effective development process of equipment’s | |||||||
| Total quality control | |||||||
| Implementation of planning |
Process flow diagram
The process flow diagram helps the organization to create a framework through which the overall activities can be completed within deadline and with all the process.
Figure no 1: Process Flow diagram
Conclusion
According to the whole research process it can be concluded that effective consideration of the customer satisfaction activities and strategies must include where the organization can create new development processes. In the context of customer satisfaction activities, the organization implements the five golden rules of customer service. These rules also include the areas through which the culture of the organization can be developed. Therefore, from this research report the organization can able to find out the process of development and customer satisfaction for their newly introduced product.
Reference list
Adesta, E. Y. T., Prabowo, H. A., & Agusman, D. (2018). Evaluating 8 pillars of Total Productive Maintenance (TPM) implementation and their contribution to manufacturing performance. IOP Conference Series.Materials Science and Engineering, 290(1)http://dx.doi.org/10.1088/1757-899X/290/1/012024
ÇETİN, Z. Ö. (2020). THE TOTAL QUALITY MANAGEMENT IMPLEMENTATION AT MUNICIPAL ADMINISTRATIONS: A RESEARCH ON STRATEGIC PLANS OF AEGEAN REGION PROVINCES’ MUNICIPAL ADMINISTRATIONS IN TURKEY. Business & Management Studies: An International Journal, 8(1), 924-949. http://dx.doi.org/10.15295/bmij.v8i1.1351
Jun, B., Kim, I., Shin, J., & Kwon, H. (2021). Development of landscape conservation value map of Jeju island, Korea for integrative landscape management and planning using conservation value of landscape typology. PeerJ, http://dx.doi.org/10.7717/peerj.11449
Oelofse, I., van Staden, J., Coetzee, N., & Steyn, J. (2021). Quality management in radiotherapy: A 9-year review of incident reporting within a multifacility organisation. South African Journal of Oncology, 5http://dx.doi.org/10.4102/sajo.v5i0.170
Phuong, T. L., Chileshe, N., Kirytopoulos, K., & Rameezdeen, R. (2021). Exploring the underlying relationship among risks in BOT transportation projects in developing countries: the case of Vietnam. Journal of Financial Management of Property and Construction, 26(1), 103-125. http://dx.doi.org/10.1108/JFMPC-12-2019-0091
Plaček, M., Špaček, D., Ochrana, F., Křápek, M., & Dvořáková, P. (2019). Does excellence matter? National quality awards and performance of Czech municipalities *. Journal of East European Management Studies, 24(4), 589-613. http://dx.doi.org/10.5771/0949-6181-2019-4-589
Quarshie, R., Akadzie, D., & Mensah, H. (2020). CRITICAL COMPETENCY-BASED SKILLS REQUIREMENTS FOR TVET IN GHANAIAN CONSTRUCTION INDUSTRY EMPIRICAL PERSPECTIVES FROM CRAFTSMEN/ARTISANS. International Journal of Construction Project Management, 12(1), 61-80. https://www.proquest.com/scholarly-journals/critical-competency-based-skills-requirements/docview/2466371022/se-2?accountid=30552
Rodhiah, R., & Nawawi, T. (2017). Investigation of the Small Retailers’ Performance Measurement Model. Journal of Economic & Management Perspectives, 11(4), 517-529. https://www.proquest.com/scholarly-journals/investigation-small-retailers-performance/docview/2188843361/se-2?accountid=30552
Serra, S., Calapez, A. R., Simões, N. E., José A A Sá Marques, Laranjo, M., & Maria João Feio. (2019). Effects of variations in water quantity and quality in the structure and functions of invertebrates’ community of a Mediterranean urban stream. Urban Ecosystems, 22(6), 1173-1186. http://dx.doi.org/10.1007/s11252-019-00892-4
TNB, T. I., Othman, F., & Mahmood, N. Z. (2017). Assessment of water quality of Sembilang River receiving effluent from controlled municipal solid waste (MSW) landfill in Selangor. IOP Conference Series.Materials Science and Engineering, 210(1)http://dx.doi.org/10.1088/1757-899X/210/1/012019
Villanueva, Ildefe T, MPM,M.P.A., D.B.A. (2018). Utilization of Information Technology of Negros Oriental State University towards Total Quality Management. Indian Journal of Commerce and Management Studies, 9(3), 49-64. http://dx.doi.org/10.18843/ijcms/v9i3/06
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