Fshn3010 Quality Management | Effective Assessment Answers
1. What is Marylyn's job as opposed to her job description? What might Deming say about this situation?
2. Drawing upcoming Deming's principles, (as many as possible) outline a plan to improve this situation
Answer:
Familiar processes
There are some familiar quality processes focused towards the effective maintenance of productivity. The process of a telecommunications complaint department can be cited as an example. The complaints are registered by the primary department and then forwarded to the complaints management department. The complaints management department tries to resolve the complaint and if unsuccessful in the process forwards the complaint to the critical complaints management team. If this process is considered then there can be some ways in which the process can be measured. Subsequently, essential focus can be given towards the improvement of the process. The measures can be resolution quality, complaints handling quality, complaints management time, critical complaints management, number of complaints being registered, and resolution rate. The improvements can be made in regards to better handling of the primary complaints and better care of the complaints that reach the complaints department thus drastically reducing critical complaints rate. The difficulties in implementing these measurements can be the ineffective management of gathered data, insufficient technical resources and lack of proper feedback mechanisms.
Some of the factors that contribute to common cause variations are procedure discrepancies, poor design and improper quality maintenance, error in measurement and low quality resources. These factors can cause disruptions that can be more difficult to predict or mange than the special identifiable causes (Lei et al. 2018).
The assignable causes with regards to the process can be the lack of properly trained employees, lack of required experience within the management, lack of effective measurement capabilities among the quality maintenance teams (Jeston 2014). The most important factors are related to the internal quality processes.
References
Lei, Xue, Cameron A. MacKenzie, and Caroline Krejci. "Decision Making for Different Types of Variation in a Manufacturing System." (2018).
Jeston, John. Business process management. Routledge, 2014.
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