Report on Prioritising the Quality Initiatives in ZJZ Cosmetics - Essay Example

Report on Prioritising the Quality Initiatives in ZJZ Cosmetics 0 Introduction: “The Quality Control function is directly concerned with definingthe product’s quality in terms of dimensions, designs, specifications, chemical or physical properties, reliability, ease of maintenance, ease of use, brand, market grade, and industry standards.” (Coyle Bardi and Langeley 2003) Especially in the case of a cosmetic product which is intended for the personal consumption of the human beings, it is highly essential that the quality standards are maintained properly else it may result in injury to personal health and consequent legal action under product liability. This level of quality control and maintenance calls for a Total Quality Management (TQM) encompassing the complete processes and departments of a manufacturing organization, to be on the top of quality and thereby to achieve the customer satisfaction... Based on the TQM requirements of ZJZ Cosmetics, this report envisages defining the priorities of the quality control department, with a specific reference to the packing, storing and shipping processes. 2.0 Rationale of Total Quality Management: TQM encompasses a quality spiral that shows that each element of the business process, each function not just the end product or service for the external customer is important Fitness for the use applies as much to in-process products and services as it does to the final product. Hence it is beneficial to look at the role of the TQM in the various functions that make up the production process. In the instant case of ZJZ Cosmetics, stricter quality control measures in Packing, Storing and Shipping processes must make sure that high-quality products are stored and labeled properly, and shipped without any mistakes so that the customer satisfaction in respect of prompt and quality deliveries is maintained in tact. (Roberta S. Russell and Bernard W. Taylor 2006) 3.0 Control Measures in Packing Process: One of the top priorities that need urgent attention from the quality control point of view is the product labeling. The analysis of the past mistakes shows that the labeling process in the packing department needs to be streamlined immediately. The kinds of mistakes that usually occur in labeling are: Wrong labels being put on the products Spelling mistakes on labels Incorrect expiration dates being shown in the labels. This implies that there is absolutely no supervision on the workers performing these jobs. This may also imply that the skills and education level of the workers performing these function is not up to the standard expected to avoid these mistakes. Among other things the following control measures are to be adopted forthwith to generally improve the quality standards in packing department and in particular to reduce the incidence of these mistakes which lead to mistakes in shipping and storing departments as well. Being an important function, a review of the educational qualifications, experience and technical background of the staff performing the labeling function needs to be undertaken to eliminate those not fitting into the job requirements. If a supervisor is not there to oversee this function, it is important that a supervisor is made responsible for this function who has to make regular random checking on the labeling of the products specifically with regard to the kind of mistakes to which this function is prone to. Based on the number of different products being packed and labeled the supervisor has to fix the quantum of samples that he needs to check at random. A log book should be maintained on the sample checks that the supervisor conducted and the number of mistakes that occurred. The recording in the log book should also indicate the particular worker who is committing such mistakes and with a periodical review of the entries suitable remedial action should be taken either to educate the worker concerned or to replace if found unsuitable to perform the function The spelling mistakes may also occur from the printing of the labels if an external supplier is responsible for the supply of labels. The quality control at the goods receiving department should exercise more control in checking the printed labels that are being received from external sources Making mistakes in expiration dates is so grave that it may become detrimental to the quality of the final product and may also lead to health hazards. Hence one hundred percent inspection of the product labeling for the correct expiration date is of utmost importance in the packing department. Adequate supervisory staff and workers need to be allocated to this function to ensure a proper control on the labeling with correct expiration dates. 4.0 Control Measures in Storing Process: Correcting the mistakes in the labeling by exercising additional controls in the labeling process would go a long way in minimizing the mistakes in the storing department. It is observed that the following are the frequent mistakes that happen in the storing department: Putting the products in wrong refrigerator Putting the products in wrong warehouse Inaccurate records regarding the product locations The analysis of the above mistakes lead to the exercising of more quality control measures in the storing department by making use of the following suggestions: If the supervisory staff is not adequate they should be increased with specific responsibilities to look into these aspects. A review of the adequacy of the education, training and skill of the staff handling this function must be made to remove the inefficient staff and replace them with properly trained staff with adequate product knowledge Proper and prominent identification of the refrigerators with the serial numbers of the refrigerators as well as the products that it may store is a must and this must be displayed on the top of each refrigerator Warehouse locations must be classified into a category of A, B, C and so on and a list of products that need to be stored in each warehouse should be available with all the supervisory staff. In fact each warehousing location should be monitored by one efficient supervisor Any inward movement of the products into the warehouse should obtain the authorization from the supervisor concerned so that products that do not belong to one location will not be entering another warehousing location. While authorizing the inward movements the supervisor may incorporate the serial number of the refrigerator in which the product is to be stored in the inward document so that there may not occur any mistakes in keeping the product in a wrong refrigerator. 5.0 Control Measures in Shipping Process: Ensuring that the right product in the correct quality reaches the customer in the appointed time is the essence of the quality control and management function. The mistakes that have occurred in the shipping process in the past are identified as below: Shipping incorrect quantities Shipping to incorrect locations Shipping products too close to expiration Mistakes in the shipping labels like mismatching quantities and spelling mistakes In order to effectively prevent these mistakes occurring again in the process and also to improve the functioning of this process in general the following suggested measures can be implemented on priority: Such mistakes definitely point out mostly the inefficiency of the staff handling the function in addition to the system lacks that may also contribute to the happening of these mistakes. Like as being done in the other processes a review of the adequacy of the standards of the staff handling this function needs to be undertaken and necessary changes are to be effected to make it more efficient. Proper documenting of the shipments is a pre requisite for organizing an efficient shipping department. The authorization to ship particular products in the required quantities should emanate from the Sales Department and routed through the Finance Department. The Finance Department should originate all the shipping documents including the relevant packing lists detailing all the product requirements based on the customer order and handover to the shipping department for organizing the physical handling of the products. As soon as the shipment is made ready a final inspection of the shipment should be necessarily done. This inspection is to done by a quality control department staff to ensure that the shipment satisfies all the requirements of the customer including the quantity, expiration dates, labeling, shipment destination properly marked on the cartons as per the shipping documents and spelling mistakes in labeling. A final inspection report should be made by the staff identifying mistakes if any and based on the findings of the inspection the shipment may be passed or put on hold for rectifying any mistakes that are found. As far as possible the report should identify the persons/departments/processes responsible for such mistakes so that corrective action can be taken immediately. It can also prevent the recurrences of such mistakes in the future. 6.0 Conclusion: TQM in all the departments/processes of a manufacturing organization thus ensures the timely supply of a good quality product that enables the organisation attract new customers as well as retain the existing customers by providing a flawless service to them. References: 1. John J. Coyle, Edward J. Bardi and C. John Langley Jr. (2003) The Management of Business Logistics Edition VII Thomson South Western PP 125 2. Roberta S. Russell and Bernard W. Taylor III (2006) Operations Management Edition IV Prentice Hall of India Private Limited PP 624 Read More