Module learning outcomes covered by this test (from the Module descriptor)

1 Apply the philosophies, tools, techniques and systems associated with Total Quality Management,

2 Differentiate between Inspection, Quality Control, Quality Assurance and Total Quality Management programmes and critically review where and when these techniques are

applicable.

3 Interpret customer focus and market forces as the basis for all business activities

4 Assess the maturity of an organisation's quality programme including cultural and leadership aspects,

5 Plan and implement activities which will improve a quality programme within an organisation and move the organisation towards Total Quality Management

Guidelines and background to the assessment (10 Pages)

Your Assignment Question is:

Your company’s profits and sales have taken a downward turn. Records show that in the last three quarters alone cost of operations has more than doubled, delivery times have increased and you are not meeting customer requirements in terms of quantities and goods rejected. It is evident that your competitors are taking over your markets, indeed one of your competitor’s delivery time is 50% less than that of your company  

The Chief Executive Officer (CEO) of your company knows you have graduated from a Quality Management and Six Sigma Program and have tasked you to present a two year “quality strategy” to reverse the trend and put the company in a competitive position Using an organization/products of your choice, demonstrate how you would use the principle of Quality Function Deployment (QFD) to link business supply chain activities to the voice of the customer (VOC).

DMAIC in improving existing products/service as well as the Seven Basic Quality Tools where appropriate.

Write a two (2) year roadmap, showing how you will manage the people-side of the transition

Task 

1) Analysis of market forces and business problem definition 15 Marks

2) Establish improvement objectives and set improvement goals 15 Marks

3) Articulate the use of Quality Function Deployment (QFD) to link supply chain activities to customer requirement. The use of Six Sigma DMAIC and the 7-basic quality tools to accomplish the objectives

3.1) Build Complete House of Quality (HoQ) 20 Marks

3.2) Based on the HoQ, select important service/product characteristics for DMAIC improvement 15 Marks

3.3) Sketch and elaborate on two (2) selected basic quality tools 10 Marks

4) Impact assessment of your strategy 10 Marks

5) Implementation roadmap, required cultural/organization change, leadership, people involvement and blue prints 15 Marks