Mel Christian B.

De Vera HOME WORK

1 - AAC

1. What are factors have contributed to the increased awareness of quality in modern
business?
- Globalization is something that increased the total awareness of quality in modern
business. We are already living in a state that high quality products and services
are being develop due to standards that has been set by expectations. This
modernized time has also developed a communication through different
technology that gave access to information to create more quality products and for
future references. Another factor is Global Competition, it is a big factor because
it contributed greatly to the standards that has been set by the people. The
Japanese competition has created a huge impact on quality awareness concerning
goods and services. Even the American consumers who always bough American
goods and services regardless of their quality and that created a quality difference
between the Japanese and American goods. Because of that, the demanded high
quality, long lasting and reliable products.
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2. What practices do Motorola and MidwayUSA in the Quality Profiles use to help
them achieve high quality?
- Motorala used two principles: they have integrity and high respect to people. They
always believed that employees are the most important assets of their company,
they keep them satisfied with their products and turn high profit. Under Integrity,
they have to maintain the respect and trust for the brand. When it comes to
MidwayUSA the main quality strategy is to choose the right people by hiring the
same passion that is shooting, sports and hunting. Their knowledge and
experience are shared to their customers.
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3. Summarize the six quality perspectives described in this chapter.
- Transcendent perspective means having a judgmental perspective and having a
product that is superior and excellent. The quality in this perspective means having
uncompromising standards and high achievement. The second one is the product
perspective which interrelates to the quality attribute of the product such as the
amount of features of a laptop. It implies that larger quantities correlate with higher
quality. The third one is the user perspective, this is how well the product meets
the requirement of the customer. If a user has all their needs met by their product
the company can that they have a quality merchandise. The fourth one is the value
perspective which means that the best band for your buck. It is getting quality
merchandise and quality support at a low cost for the customer. The Fifth is the
manufacture perspective which means that the consistence of goods and services.
We are all aware that companies with different location want to ensure that they
are delivering the same quality in every location. It clearly means that having a
standards in all franchises. Last and not the least, the customer perspective which
means that it is driven by the satisfaction of the customers. The companies should
meet and exceed of the expectations of the customers to earn their trust and
integrity for the company.
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4. Distinguish among consumers, external customers, and internal customers.
Illustrate how these concepts apply to a Cipotle’s restaurant, a Walmart, or a
similar franchise or chain store.
- External customers are consumers that have the choice if they don’t like your
product or service that can look for a better alternatives. For example, inside the
Walmart they have the power to choose which products that they will take. They
are the most commonly known consumers of a business. Internal customers are
the people inside the company. For example inside a restaurant, the chefs have
no power in firing a manager or employee unless the top management decided to
remove them. Even if you are not satisfied with their work you still have no right.

5. Explain why a single quality definition is not sufficient

- A single quality definition is not sufficient because it is the type of topic that is broad
and keeps on improving. We are already developed compared to the past
centuries as industries starts to emerge in our world. It is the type of definition that
keeps on changing and has never ending improvement.
6. Briefly summarize the history of quality before and since the industrial revolution.
What caused the significant change?
- During the Age of Craftsmanship, quality assurance became a lesson to them in
making sure of the standardize pattern in creating the product. During the early
Twentieth Century, the father of scientific management led to a new philosophy of
production by separating the planning function from the execution function. On the
other hand Henry Ford one of the leaders of the second industrial revolution has
visited Japan to study Japanese management practices. He created a book called
My Life and Work that became a Japan’s industrial bible that helped Ford Motor
Company. Bell system was also a leader in early history of industrial quality
management. They achieved its noteworthy quality through massive inspection
effort. They started the industrial change. After the World War 2, there were
improvement in Japanese quality were slow and steady and after years passed
they exceeded the Western manufactures. In 1980 it was a period of remarkable
change because of increase of global competition and availability of higher quality
foreign products that made US consumers armed with increased access to
information to consider in purchasing decisions more careful and to demand high
and reliably in goods and services.
7. Define the following terms:
a. Quality assurance – these are specialists that perform special statistical studies
and analyses and may be assigned to a work with any of the manufacturing or
business to support function.
b. Total quality – it is a people focused management system that aims at continual
increase in customer satisfaction at continually lower real cost. TQ is a total
system approach and an integral part of a high-level strategy.
 c. Performance excellence – a framework for building and managing successful
organization and discusses its global influence.
d. Competitive Advantage – denotes a firm’s ability to achieve market superiority.

8. Explain how each major function of a manufacturing system contributes to total

quality.
- Marketing and Sales – Solicitation of customer feedback are necessary for
developing quality products
Product Design and Process Engineering – designers and technicians must make
sure products are not over or under engineered.
Purchasing and Receiving – the purchasing department has to ensure that the
purchased parts meets the quality requirements specified by product design and
engineering.
Production Planning and Scheduling – The correct material, tools and equipment
must be available at the proper time and schedule in proper places to maintain a
smooth flow of production.
Manufacturing and Assembly – Quality must be built into a product. It cannot be
inspected in it. I
Tool engineering – These are designed and maintained for continual production of
a quality product. It should be monitored so that defective tools can be replaced.