ISO and Quality Management System - Assignment Example

ISO and Quality Name Institution Course Instructor Date Outline Task 1: Quality Management System Task 2: Environmental Management System Task 1: Quality Management System (QMS) / ISO 9001:2008 Task 1.1 Qantas Quality policy based on Quality Management system ISO: 9001:2008 In regard to travellers’ comfort, safety and quality of service, Qantas is fighting to be the best airlines company in whole of Australia (Legislation Australia, 1996). Some of the policies that would best govern its operations are: Qantas Airlines Company offers air transportation services for mails, cargo, and passengers. The company profitability and success relies on its customers’ level of satisfaction and their level of trust toward the company‘s service delivery. It is the company’s duty to understand all customers’ needs and to offer its services beyond expectation of its customers. Customers’ safety is the first company’s priority and it should not be compromised at any level. The company ensures the best possible training to its ground personnel, members of cabin crew and cockpit that strictly comply with the set standards and regulations. Qantas continuous investment in modern technology needs to ensure that all safety criteria are given the first priority in every sector of the company. To attain quality goals the company’s employee must be commitment, motivated and satisfied. Thus, Qantas airlines will apply every possible effort to improve its human resource performance through management and monitoring professional development of any employee. Qantas airlines management is strongly dedicated to the development sustainability and protection of environment. By optimizing our operations and application of modern technology, we struggle to lower air transport negative impacts on the social community and the environment. Qantas airlines management is dedicated to continuous verification of what has been attained in regards to service quality as well as flight safety and thus, every responsible manager will support and encourage each initiative that increases Qantas processes and systems efficiency. Service quality and flight safety continuous improvement is an obligation of every employee in Qantas airlines Task 1.2 Qantas Stakeholders and their Needs Qantas has a number of stakeholders among them are investors, employees, customers, partners, and management board. Each of these stakeholders has a specific need that the company should comply with (Qantas, 2012). These needs are as stated below: Investors: Qantas investors need to obtain the best benefits from the company. They need to see the company excelling at all times without any incident that would led to any loss or open a loophole to the excellence of company’s competitors. Customers: Qantas customers need to receive the best quality of service, with full of efficiency and comfort. They expect to receive a treat equivalent to the amount of cash spend for the service. They also need to be served by experienced crews, and to have safety assurance in their travel. Employees: Qantas Airlines employees need to be treated with respect and their effort to be appreciated. They expect to be motivated by the management, and their rights to be always observed. They also expect to be trained in case of technology advancement in their place of operation. Management board: Qantas Airlines management board oversees every operation in the company and thus it needs to ensure smooth learning of daily operations in all departments of the company. It also expects all other stakeholders adhere to the company set standards and regulations in accomplishment of their role in Qantas airline. Partners: Qantas partners need to be involved in management and decision making in the company. The company success means great to them and thus, they expect their views to be considered while every issue regarding company’s activity, performance and future plans is dealt with. The above needs can be accomplished by application of the following processes: quality assessment and assurance, employees training and motivation, safety enhancement and maintenance, and engineering and maintenance process, and customer trust winning process. Task 1.3 Process Input and Output Task 1.3.1 Process Inputs In customer satisfaction process, the company needs to add a number of inputs so as to ensure great output. These inputs include well trained personnel for handling the customers, well maintained planes, proper travel schedule that are strictly adhered to where possible, proper communication between the company and the customers, good reputation, good reception, cheaper prices as compared to their competitors, services standards maintenance, good professional advertisement, offering extra services that may be needed by travellers such as lodging at the airports, and reliable security to the customers and their luggage. Task 1.3.2 Process Output This will make most customers recommend the company to their friends and hence more customers, the company will have great turnover, more investors will prefer the company, the company will develop a greater competitive advantage over its rivals and lastly, more company will prefer partnering with it. Task 1.4 Elements Needed For Improvement of Qantas Airlines To ensure continuous improvement of Qantas airlines, the following elements should be included: well developed Information System, improved cargo handling system, improved communication system, improved customer care system and improved and well elaborate booking system. These elements will influence company operation as described below: A well developed information system will influence the integration of all departments in the company and hence enhancing operation efficiency in it. It will also facilitate easier handling of any problem due to ease of communication and data sharing. Improved cargo handling system will ensure standard assessment of all cargos to be imported or exported. It will ensure that there is no transportation of illegal products through Qantas airlines. Additionally, it will ensure all cargo get to their designated places safely and in the right order. Improved communication system would include good connection of the main Qantas airport to all its airlines. Feedback should always be sent on any travel to and from the Qantas head quarters. Additionally, the communication between customers and customer care department should always be open so as to ensure best services to their customers. Improved customer care system would include a well elaborate customer system where customers are free to have online chat, calls, or SMS to the centre. The customer handlers should be well trained so that they may be in a position of handling customers with great care and respect. In improved and well elaborate booking system, the company needs to develop both online and offline booking system where customers requirements are catered for. Clear communication should be established between the booking attendant and the customers in order to avoid confusion. Task 2: Environmental Management System (EMS) / ISO 14001:2004 Task 2.1 Application of ISO 14001:2004 in ADCO Constructions Pty Limited ADCO can be registered by the following acts (PRGL, 2008): Act 91(40) regards any operations that would interfere with forest operations in areas that are not so far covered by area forest agreement. Construction companies are affected by this act for it affect the forestry operations by land clearing while setting construction ground as well as in use of forest products in their operation. Act 91(11) this act regard protection of environment while conducting daily operation. A construction company should ensure that it has applied all resources in its power to conserve and protect environment and any environmental conservation compromise is beyond their power of control Act 83 (15) this act regard dumping of operation’s waste to the large water bodies. A construction company should ensures that it get lid of all its waste products in the right manner and none of its operation waste should by any chance contaminate or silt accessible water bodies in its place of operation. Act 73 (25) this act regard air pollution and contribution to development of green house effect. In this act the construction company is expected to avoid all activities that would depletion of ozone layer in the atmosphere as well as emission of gases wit awful odour to the environment. Act 99(91) this act regards conservation of environment and it biodiversity. A company is expected to respect and conserve environment and all that entails in it. Thus, construction company is not allowed to interfere with life of any living organism during it operation without a permit to do so. Task 2.2 Stakeholders of ADCO Company The ADCO Company is made up of a number of stakeholders; they include community, suppliers, customers, employees and investors. Each of these stakeholders contains their needs that must be considered by the company to enhance smooth learning (ADCO, 2012). Below are the two major needs for each stakeholder in ADCO Construction Company: Community: community needs the company to cater for its welfare while carrying out its daily operation. ADCO should not interfere with the community safety by introducing any form of pollution or leaving unattended construction impacts that may cause injuries or death. The community also demands that the ADCO Construction Company should consider them while offering both casual and permanent professional position. To enhance good harmony between ADCO Company and its surrounding, a certain percentage of its employees need to originate from the neighbouring community. Suppliers: the suppliers demand that the company should adhere to their payment agreement after delivery of the materials needed. Any bleach of the agreement may result into inefficient services and hence delay in the company’s operations. Suppliers also need to be treated with respect and in case of quality problem from the supplied materials right procedure should be followed rather than harassment. Customers: customers need quality product that tarries with their payment. There is no customer who would accept quality lower than the company promised or below their expectation. Customers also would demand fair prices where in case of more expensive products of the same quality from a cheaper company, they would retreat and join ADCO competitors. Employees: ADCO employees need to be treated with much respect since they are the most essential part of the company that enhances overall performance of every process. Additionally, employees expect to be recognized while they show better performance by getting incentives or promotions with salary addition. Investors: investors expect the company to do its best and produce good turnover at the end of it processes so as they can get a better share of the profit. Additionally, they need the company to be consistent in its products quality so as to maintain high profit level always. Task 2.3 Processes Determining Operation of ADCO Construction Pty Limited The ADCO Company are involved in designing processes, construction processes, contacting processes, engineering process, and interior decollation process. These processes are divided into various sub processes which are as described below: Design: This process involve setting out a plan of what aspired to be constructed. It involves drawing of plan and quantitative analysis. Plans are always drawn on a blue print in top, front, side views and also in three dimensions view. With plan’s measurement a bill of quantity is calculated to estimate on the materials needed and their cost. Construction: construction process contains building as well as demolition and renovation sub processes. In building sub process, the whole process starts from the ground excavation to the development of the project. In demolition the existing building is destroyed wholly or part of it and reconstructed Contacting: ADCO Company also carries out contacting processes which involves overseeing of the construction processes by applying ground work supervision and also in ordering all materials or labour needed. The process basically involves plan interpretation and implementation. Engineering process: ADCO performs all required test to determine the ability of the ground to hold a certain aspired construction a sub process known as testing and also in this process, the effect of the ground level and drainage system is determine to avoid development of environmental hazards after construction a sub process known as ground engineering. Interior decollation: this process involves sub processes such as interior design where the interior looks are developed and also decollation sub process where the designs are implemented. Task 2.4 Environmental Aspect Influenced by the Processes The two processes that highly influence the environmental factors include construction and contracting processes. During construction process, there are debris produced during the process of either building, or demolition and innovation. The debris may include roofing materials, rubble, glass, paper, wallboard, gypsum, wood, asphalt, and concrete. Some of these debris may be hazardous to the environment and thus, the company should take an obligation of disposing then in the right manner to curb their effect in the environment among the dangerous debris include asbestos insulation. Deposition of large amount of non hazardous debris may as well cause environmental hazards. This is because most of these debris do not decompose and in case of heavy rains, they may be pushed to the rivers or other earlier developed housing. Additionally, unattended trenches, holes, and some other construction ground effect can cause injuries and to some extend death of both animals and humans. On the other hand, ground clearing and excavation interferes with vegetation in the area as well as life of any living organism that maybe existing in that area. Therefore, to maintain good and healthy environment, ADCO need to develop an environmental department that would take an initiative of replacing the cut trees. References ADCO, 2012. ADCO Construction pty limited. [online] Available at: < http://www.adcoconstruct.com.au/ > [Accessed 5 October 2012]. Legislation Australia, 1996. The world law guide. [online] Available at: < http://www.lexadin.nl/wlg/legis/nofr/oeur/lxweaus.htm#Environmental%20Law > [Accessed 5 October 2012]. PRGL, 2008. ISO 9001 2008 translated to plain English. Praxiom Research Group Limited, [online] Available at: < http://www.praxiom.com/iso-9001.htm > [Accessed 5 October 2012]. Qantas, 2012. Qantas airways limited. [online] Available at: < http://www.qantas.com.au/travel/airlines/home/us/en > [Accessed 5 October 2012]. Read More