Quality Management System - Report Example

Quality Management System Name: Course: Institution: Tutor: TASK ONE Question 1.1 Virgin Australia Airlines is an Australia-based carrier. The company was established in early 2000 to offer domestic freights in Australia. At around this time, a rival airliner, Ansett went under and, therefore, Virgin Australia moved in strategically to fill the gap left by Ansett. The company operates a combination of Boeing, Emberer and Airbus jets and offers domestic frights connecting major cities in Australia (Virgin Atlantic, 2012). Through cost-cost approach, Virgin Australia has grown steadily to become the second largest carrier in Australia’s domestic air travel industry. Virgin Australia is committee to developing a sustainable business that appeals to the interests of travelers while remaining responsive to contemporary issues in the industry (Carlsson & Löfgren, 2006). To achieve this goal, the airline: i. Will strive to increase its market share in Australia. An increased market position will enable the company achieve strong revenue growth and build on key competencies to establish a remarkable presence in the international market. ii. The company will offer the lowest prices among all domestic airlines in Australia. This will stimulate domestic demand for the company’s services. iii. To provide the best customer service experience among all competitors. This objective will be achieved by developing products and relationships which will attract customers in long term strategic relationships. iv. Virgin Australia will continue to offer a consistent and unique air travel experience through strategic relationships with stakeholders in the industry. Question 1.2 The main stakeholders for Virgin Australia are: i. Investors: These are the people who have committed their funds into the company. Primarily, they are the individuals and corporations that own shares in the company. Investors expect high returns for their investment. Investors also expect rapid growth of the company. ii. Customers: these are the people who are served by the company or who consume the company’s services. Customers expect high quality services, flexible customer experience and a good return for their money. iii. Employees: These are the human resources who run the company’s day to day operations. Employees expect good working conditions, fair salary, opportunities for career advancement and job security. iv. The society: This refers to the community in which the company operates. It expects sustainable business practices and obedience to rules and regulations. The society also expects the company to create job opportunities for the people and to be responsive to other social issues. v. Suppliers: these are the companies from which Virgin Australia procures services and products it needs to run its businesses. Suppliers expect long term relationships. Some of the processes that the company can use to satisfy the needs of its stakeholders are: i. Establish innovative solutions for its businesses to avoid wastage of resources. ii. Invest in human capital since employees are a major source of strategic competencies. iii. Develop business processes that are sustainable and business friendly to avoid harming the society. iv. Sign long term contracts with suppliers to ensure steady supply of required deliverables. v. Introduce fuel efficient carriers to reduce costs and ensure high returns for investors. Question 1.3 Process: Invest in human capital The main inputs for this process are: salary, equipments, benefits, training and development, opportunities for career growth, goals, responsibilities, rewards and recognition. The outputs of this process are: highly educated employees; motivated employees, increased employee loyalty; job satisfaction; improved corporate image; improved productivity and organizational growth; improved competitiveness and reduced employee turnover. Question 1.4 Performance Parameters Measurement methods Efficiency of employee productivity Compare with previous achievements Using latest processes, equipments and techniques Exams Employee effort and commitment Attendance register Blind-test the employees (Fake guests) Behavior and attitude change Survey on job satisfaction and morale Service performance Guest feedback and comparing with other companies. Question 1.5 i. Customer satisfaction: The most important objective for an airline is to offer services that satisfy customers. Customer satisfaction increases customer loyalty, which in turn impacts on the company’s bottom line. Customer satisfaction can be enhanced through consistent, reliable and timely services. Equally important is the need to offer low cost services. ii. Employee commitment: Talented and committed employees are a source of competitive advantages and hence are essential to success. Virgin Australia can enhance the commitment of its employees by offering continuous training and development opportunities. The company can motivate its employees by offering them fair remunerations and benefits and also by creating a satisfying working environment. iii. Ensuring sustainable business practices: environmental responsiveness and corporate social responsibility can help the company reduce the impact of its businesses. This can be achieved by working closely with other stakeholders in the industry and also by using materials and processes that are less harmful to the environment (Traverso, 2000). iv. Communication and feedback delivery: prompt communication and feedback delivery between various stakeholders can significantly help Virgin Australia improve its service delivery. In particular, customers are more concerned with prompt feedback and it is therefore essential for the company to ensure that it creates a mechanism for ensuring that essential information is communicated to the concerned parties appropriately. v. Set long term strategic goals: Long term goals help in predicting the company’s future position in the industry. It is imperative that Virgin Australia sets long term goals for its business in order to give direction to its employees and functional departments. It is important that these goals are revised continuously so as to account for changes in the business environment. TASK TWO Question 2.1 The main federal legislations for an Australian construction company are: i. The Environmental Protection Act of 1986: this legislation was enacted to protect environment against adverse effects of construction processes and other activities. The legislation makes it illegal for companies in the construction industry to engage in activities that can potentially pollute or degrade the environment. ii. The Occupational Health and Safety Act of 2000: This legislation was enacted to secure workers against health and safety problems related to work. It is an important legislation as afar as workers rights are concerned. iii. Explosives Act 2003: This law was enacted to protect workers engaged in dangerous activities especially those that are related to the use of explosives in the construction industry. iv. Mine Health and Safety Act 2002: This legislation protects workers welfare, safety and healthy in the mining industry. Although this piece of legislation relates to the mining industry, it can be generalized to apply in the construction industry because the two industries are related. v. The Mining Act of 1978: This legislation was enacted to give direction on companies engaged in the mining business. The legislation compels construction companies to ensure that they abide by all laws pertaining to mining and construction activities. Question 2.2 The main stakeholders for a construction company are: i. Investors: These are the people who have committed their funds into the company. Primarily, they are the individuals or corporate organizations that own shares in the company. Investors expect high returns for their investment. They also expect rapid growth of the company. ii. Owners: This category of stakeholders will always work hard to ensure that the company’s business is sustainable and that its public image is not ruined due to ineffective services. They not necessarily focus on income but are keen on gaining sustainable revenue. iii. Customers: these are the people who are served by the company or who consume the company’s services. Customers expect high quality services, flexible customer experience and a good return for their money. iv. Employees: These are the human resources who run the company’s day to day operations. Employees expect good working conditions, fair salary, opportunities for career advancement and job security. v. The society: This refers to the community in which the company operates and the general public. It expects sustainable business practices and obedience to rules and regulations. Minimum environmental impact is another major expectation of society. The society also expects the company to create job opportunities for the people and to be responsive to other social issues. vi. Suppliers: these are the companies from which the company procures the services and products it needs to run its businesses. Suppliers expect long term relationships and fair prices for their products. vii. Government: the government is a major stakeholder in any business venture. The government sets rules which it expects to be adhered to by all companies. The government also expects companies to create employment opportunities in order to reduce unemployment. Similarly, the government expects companies to pay taxes. Question 2.3 i. Finding a sustainable source of raw materials: as a construction company, it is necessary to look for a sustainable source of raw materials and equipments that are to be used in the production process. Some of the sub-processes related to finding include: testing to see if the desired deliverables are feasible and looking at adverts to select the most qualified suppliers and strategic partners (David, 2009). ii. Procurement of raw materials: When a sustainable source if found, the company needs to develop a process for getting the required materials to the construction site. Sub-processes in this process include purchasing the materials and transporting them. iii. Equipment maintenance: Equipments used in the construction industry are required to be fully operational at all times. This helps the company avoid costly implications incase the equipments break down unexpectedly. Some of the sub processes in this process include: washing equipments regularly; grease equipments with movable parts and doing minor repairs. iv. Health and safety control measures: the construction industry presents the most hazardous working conditions. In order to reduce risks on employees and other stakeholders, it is imperative for the construction company to reduce risks. Sub-processes include provision of protective gears such as gumboots, pullovers and gloves and making employees aware of safety precautions. v. Development of new construction processes: processes and techniques used in the constriction industry change continuously. It is therefore necessary for the company to keep pace with these changes in order to maintain strategic advantages. Sub-processes associated with process include information search to identify new processes and stakeholder engagement to gain insightful information. Question 2.4 Equipment Maintenance Aspect Description A lot of water is used i. Washing requires a lot of water. ii. The construction itself is water intensive A lot of noise is produced i. The machines used in the construction industry produce a lot of noise. ii. The construction process is also noisy Too much dust i. Maintaining some equipment requires blasting off dust. ii. Wind and machinery makes the dust go in to the air. Adverse impact on land i. The maintenance is done on land. ii. Some of the equipment are left on land Costly spare parts i. Some of the spare parts used in maintenance are too expensive. ii. Some of the spare parts have to be purchased from foreign companies. Development of New Construction Processes Aspect Description A lot of noise is produced A lot of noise is produced when running new construction processes. Inefficient know how in running some of these machines causes them to be noisy. Water contamination Some of the new processes may be harmful to water resources. Also, waster products from these processes may be harmful to water resources. Air pollution Exhaust fumes from huge machines can cause massive air pollution. Impact on the natural environment New construction processes can impact adversely on the natural environment. Transportation of raw materials can damage roads. Waste storage A lot of waste products are created during the construction process. The waste may litter the construction site making it unsuitable for human beings. Question 2.5 Equipment Maintenance Aspect Impact A lot of water is used Depletion of water resources A lot of noise is produced Noise pollution and noise related health conditions Too much dust Air pollution Adverse impact on land Destruction of ecosystems Costly spare parts Less resource allocation for environmental efforts Development of New Construction Processes Aspect Environmental Impact A lot of noise is produced Noise pollution Water contamination Loss of marine life and destruction of the aquatic ecosystem Air pollution Contamination of quality of air Adverse effect on the natural environment Destruction of the ecosystem Waste storage Environmental littering Question 2.6 Equipment Maintenance Aspect Objective A lot of water is used Reduce amount of water used A lot of noise is produced Reduce noise Too much dust Minimize dust arising from maintenance process Adverse impact on land Minimize littering of land surface Costly spare parts Reduce expenditure on spare parts Development of New Construction Processes Aspect Objective A lot of noise is produced Minimize noise and its impact Water contamination Reduce contamination of water resources Air pollution Reduce air pollution Adverse effect on the natural environment Reduce unnecessary littering Waste storage Install waste disposal mechanisms Question 2.7 Equipment Maintenance Aspect Objective Target A lot of water is used Reduce amount of water used Water usage will be reduced by 15% within 6 months. A lot of noise is produced Reduce noise Noise will be reduced by 50% within a year. Too much dust Minimize dust arising from maintenance process Dust will be reduced by 30% in the first year. Adverse impact on land Minimize littering of land surface Reduce garbage by 35% in a year Costly spare parts Reduce expenditure on spare parts 30% reduction in 2 years Development of New Construction Processes Aspect Objective Target A lot of noise is produced Minimize noise and its impact Reduce noise by 60% in one year Water contamination Reduce contamination of water resources 99% clean water in one year Air pollution Reduce air pollution Reduce air pollution by 60% in a year Adverse effect on the natural environment Reduce unnecessary littering Reduce environmental littering by 35% in one year. Waste storage Install waste disposal mechanisms Reduce wastage by 25% in one year. Question 2.8 Equipment Maintenance Aspect Target Action A lot of water is used Water usage will be reduced by 15% within 6 months. Dig boreholes to supplement water Use processes that rely on less water A lot of noise is produced Noise will be reduced by 50% within a year. Build noise reducing fences/dirt-walls Buy noise reducing blasting protection mats Too much dust Dust will be reduced by 30% in the first year. Water the site, so dust gets stuck to the ground Plant trees around the site, to collect dust and reduce wind. Adverse impact on land Reduce garbage by 35% in a year Decrease the waste area with new fences Use the waste as filler for old mine-tunnels Costly spare parts 30% reduction in 2 years Buy genuine equipments Reduce over usage Development of New Construction Processes Aspect Target Action A lot of noise is produced Reduce noise by 60% in one year Build noise reducing fences/dirt-walls Buy noise reducing blasting protection mats Water contamination 99% clean water in one year New rinsing equipment Water recycle system Air pollution Reduce air pollution by 60% in a year Build a conveyor belt Reduce the amount of unnecessary driving Adverse effect on the natural environment Reduce environmental littering by 35% in one year. Build a conveyor belt Build fences, so animals can’t hurt themselves on the conveyor belt Waste storage Reduce wastage by 25% in one year. Use the waste as filling in old mining tunnels. Decrease the waste area with new fences Question 2.9 Equipment Maintenance Aspect Action Measuring Method A lot of water is used Dig boreholes to supplement water Use processes that rely on less water Percentage decrease in monthly water bills. A lot of noise is produced Build noise reducing fences/dirt-walls Buy noise reducing blasting protection mats Use a noise measurement device outside the working area before and after. Too much dust Water the site, so dust get stuck to the ground Plant trees around the site, to collect dust and reduce wind. Take air samples before and after to see the difference Adverse impact on land Decrease the waste area with new fences Use the waste as filler for old mine-tunnels Use old pictures to compare Costly spare parts Buy genuine equipments Reduce over usage Reduction in equipment expenditure Development of New Construction Processes Aspect Action Measuring Method A lot of noise is produced Build noise reducing fences/dirt-walls Buy noise reducing blasting protection mats Use a noise measurement device outside the working area before and after. Water contamination New rinsing equipment Water recycle system Test the water to see if there is any pollution to it Measure how much water is released to the nature Air pollution Build a conveyor belt Reduce the amount of unnecessary driving Get an overview of total km driven by all the machines and compare it with total km driven before. Adverse effect on the natural environment Build a conveyor belt Build fences, so animals can’t hurt themselves on the conveyor belt Count number of road kills on the road from the Mine to the process area. Waste storage Use the waste as filling in old mining tunnels. Decrease the waste area with new fences Compare new and old pictures of the site Measure the waste area and compare with old one Task Three Question 3.1 The company chosen in this question is called Palazzi Glass (Palazzi Glass Ltd). The applicable legislations for the company’s operations are the Occupation Health and Safety Act of 2000. This legislation includes the following provisions: i. Corporate Occupation Health and Safety (OHS) managements system which defines the structures of OHS systems, resource requirements, policies and accountability issues. ii. Project Occupation Health and Safety management plan: this provision shows how the company should plan to implement its OHS system with regard to specific projects. iii. Site-specific management plans: this plan outlines the responsibilities of each person involved in a site task and also the risks associated. iv. Safe work method requirements: this shows how employees should do their jobs to minimize health and safety risks. Other important legislations include Explosives Act 2003: This law was enacted to protect workers engaged in dangerous activities especially those that are related to the use of explosives in the construction industry. Mine Health and Safety Act 2002: This legislation protects workers welfare, safety and healthy in the mining industry. Although this piece of legislation relates to the mining industry, it can be generalized to apply in the construction industry because the two industries are related. The Construction Act of 2001: This legislation was enacted to give direction on companies operating in the construction industry. The legislation compels construction companies to ensure that they abide by all laws pertaining to mining and construction activities. The Environmental Protection Act of 1986: This legislation was enacted to protect environment against adverse effects of construction processes and other activities. The legislation makes it illegal for companies in the construction industry to engage in activities that can potentially pollute or degrade the environment. Question 3.2 There are many risks associated with a company operating in accordance with the AS/NZS 4801. These include: i. Being hit by moving machines and parts: in the construction company, employees work in areas with numerous moving machines and parts such as lifts and ballast mixers. ii. Being hit by a running vehicle: the trucks carrying building materials are a potential source of risk for the company’s employees. Running vehicles can be a risk especially when the driver is inattentive, is driving under the influence of drugs or is not relaxed. Death or severe injuries can arise as a result of this risk. iii. Falling objects: falling objects are a common occurrence in the construction site. Bricks, boulders, bags and other objects can cause severe injuries to people. Sometimes, the entire or part of a building may collapse. These objects can be a risk if employees are not wearing the right protective gears. iv. Noise: Noise is an inevitable by-product in the construction industry. It becomes a risk when the right protective gears are not used. Uncontrolled and loud noise can cause hearing loss or even deafness. v. In appropriate lifting techniques: lifting of heavy materials by workers can be physically challenging. This can cause back injuries or even death. vi. Attack by poisonous wild animals: snakes and other small biting animals are common in construction sites, especially when clearance has not been done. Risks involved here include serious physical injuries, allergic reactions and body rashes. vii. Fire outbreaks: most of the consumables used in the construction site are highly combustible. These include oil, timbers and plastic bags. Fires can cause severe burns, death and destruction of entire building. viii. Heavy rainfall and floods: These are common natural risks and can arise when proper precautions are not taken. Floods can result in costly losses as well as death. ix. Dust: This arises from the construction process and can cause severe respiratory and sight problems. Unregulated use of cement and sand are a major cause of this risk. x. Weak structures: if the building being constructed is very weak, it can cause severe injuries or loss of life. Question 3.3 Risk Probability (1-10) Severity (1-10) Risk Value Probability * Severity Rank Hit by moving parts 6 9 54 1st Hit by running vehicle 3 10 30 3rd Falling objects 4 6 24 4th Noise 1 2 2 10th In appropriate lifting techniques 2 6 12 7th (draw) Attack by poisonous wild animals 1 7 7 9th Fire outbreaks 4 10 40 2nd Heavy rainfall and floods 2 6 12 7th (draw) Dust 6 3 18 5th Weak structures 2 8 16 6th Question 3.4 Risk Appropriate action Hit by moving parts Trained personnel to run machines Put a protective barriers across machines to reduce chances of human contact Hit by running vehicle Observe speed limits Use protective gear such as reflective vests Falling objects Use protective gear such as helmet Avoid using lose equipment when working above the surface Noise Use protective gear (earplugs) Education and training on the effects of noise In appropriate lifting techniques Put up a signs to show correct lifting techniques Educate workers with correct techniques and consequences Attack by poisonous wild animals Be familiar with the animals found in the site’s immediate ecosystem before the construction begins. Use proper safety techniques. Fire outbreaks Install fire and smoke alarms for early detection Provide safe exit routes Heavy rainfall and floods Work according to weather forecasts Avoid working during heavy rains Dust Wear protective gears such as dust coats and inhalers Sprinkle enough water on the construction site to absorb dust Weak structures Use strong building materials Follow the construction plans to details References Carlsson, F. and Löfgren, A. 2006, Airline choice, switching costs and frequent flyer programmes’, Applied Economics, vol. 38, no. 13, pp. 1469-1475, Business Source Premier. David, F., 2009. Strategic management: concepts and cases. Pearson Education, Upper Saddle, River, N.J. NSW Government – Industry and investment, viewed 12 October 2012, NSW Government – NSW Government Procurement, viewed 12 October 2012, NSW Legislation, viewed 12 October 2012 Palazzi Glass Ltd. Available at http://www.palazziglass.com.au/ Traverso, D., 2000, Outsmarting Goliath, Bloomberg Press, Princeton, 2000. Virgin Atlantic, 2012, Carbon Offsetting. Viewed 12 October 2012: < http://www.virgin-atlantic.com/en/gb/allaboutus/environment/carbonoffsetti ng.jsp>  Read More