TQM | Course Paper

Unlock access to all the studying documents.

View Full Document

Table of Content

Introduction…………………………………………………………………………………

…….2

Question

1………………………………………………………………………………………………………………………2

1.1) Quality…………………………………………………………………………………2

1.2) Competitiveness………………………………………………………………………………………..……3

1.3) Influence of Quality over Competitiveness……………………………..……………4

Question

2…………………………………………………………………………………………5

2.1) Total Cost of Poor Quality……………………………………………………………5

2.2) How Cost of Poor Quality Effect on Competitiveness…………………………….…6

2.3) 2.3 Quality Failure Case Study: Toyota Motor………………………….……………7

Question

3…………………………………………………………………………………………8

3.1) Case Summary: Nissan Motor………………………………………………………..8

3.2) Teaching of Quality Gurus……………………………………………………………9

3.2.1) Just In Time Technology……………………………………………..…….9

3.2.2) Kaizen………………………………………………………………………9

Question

4………………………………………………………………………………………..10

4.1) continuous Improvement tools………………………………………………………10

4.1.1) PDCA cycle…………………………………………………………….10-11

4.1.2) Benchmarking……………………………………………………………..12

4.1.3) Six Sigma……………………………………………………………….…13

Conclusion…………………………………………………………………………………

…….14

References……………………………………………………………………………………

15-16

–

Introduction

After World War II, Japan had realize that quality is the key to success. Therefore,

Japanese companies and manufacturers nowadays achieve the honour of best quality all

over the world and become world leaders in the production of quality products . Deming

and Juran were invite to Japan for giving seminars about improving quality.

Question 1

1.1Quality

Quality can be defined as a term that people use to describe and assess an array of

characteristics of a diverse range of physical goods and intangible services. Besides that,

according to Crosby’s view of quality, he defined it as “Conformance to requirements, both

explicit and implicit.”

On the other hand, according to Garvin (1988), there are five common aspects that can

define quality, they are transcendent, product, manufacturing, value-based and user. In

1991, Garvin had get the result from his research and listed eight criteria of quality in

tangible products which are performance, features, reliability, durability, aesthetics,

conformance and perceived quality. However, according to the survey of Evan & Lindsay

in 2005, they had realize that this is not sufficient to define quality of services, therefore

they described a different eight criteria, which are timeliness, courtesy, accessibility &

convenience, responsiveness, time, responsiveness, consistency and completeness.

For example of quality, there are two products launching in the markets with same prices

and features but from one from China and other from Japan, after having the marketing

research, buyers prefer the product from Japan because the quality control in Japan is

publicly known more strict than other countries.

1.2 Competitiveness

According to Franziska Blunck and Witada Anukoonwattaka, PhD Thammasat University,

they have the same point of defining competitiveness, they said that competitiveness can

only be defined depends on the level of competitiveness that we are dealing with. First, the

company level, it means that the ability to provide products and services more effectively

and efficiently than the relevant competitors. Second, the industry level, it means the

ability of the nation’s firms to achieve sustained success against foreign competitors