Nobody downloaded yet

Total Quality Management Case Study (Welz Business Machines) - Essay Example

Comments (0) Cite this document
Summary
It deals with their inability to answer customer calls properly and effectively. The company deals with a large number of calls for service, sales, accounting and various other departments. The case mentions four main reasons for…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER93% of users find it useful
Total Quality Management Case Study (Welz Business Machines)
Read TextPreview

Extract of sample "Total Quality Management Case Study (Welz Business Machines)"

Download file to see previous pages Welz Business Machines collected data for a 2 week period in order to know why some customers have to wait. Through this process data was collected on all the four reasons given above for customers having to wait.
According to the information collected by the characters mentioned in the case the primary reason of the problem being faced by the company is short-staffed operators. The next two causes being receiving party not being present and operator not being able to understand the problem of the customer. Customer being dominant in the conversation and some other causes has also been mentioned in the case. The analysis is shown below with the help of a Pareto analysis and cause and effect diagram.
Pareto analysis is a technique which can be used to prioritize the different types or sources of a problem. It can be used to identify the reasons for majority of the problem being caused. It uses the Pareto principal – 80% of the problems are caused by 20% of the causes. (Pyzdek, 2003).The Pareto analysis of the case is shown below –
We can see from the above analysis that 90% of the problems are being caused by three reasons – operator short staff(51%) ,Receiving party not present(22%) and lack of operator understanding(18%).These are the areas to focus on.
It is also known as the fishbone diagram or the Ishikawa diagram, named after the Japanese quality expert who made it famous. (Dale, 2007) It is basically a graphical representation of an outline that presents a chain of cause and effects. (Ishikawa & Loftus), 1990).
With the analysis of the case given, various causes have been analysed because of which problems occur leading to the inability to answer customer calls effectively. These have been shown above in the form of a fish bone diagram.
As we can see from the Pareto analysis done above; shortage of staff is the root cause of the problem and accounts for 51% of the causes. Increasing the ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Total Quality Management Case Study (Welz Business Machines) Essay”, n.d.)
Retrieved from https://studentshare.org/miscellaneous/1561491-total-quality-management-case-study-welz-business-machines
(Total Quality Management Case Study (Welz Business Machines) Essay)
https://studentshare.org/miscellaneous/1561491-total-quality-management-case-study-welz-business-machines.
“Total Quality Management Case Study (Welz Business Machines) Essay”, n.d. https://studentshare.org/miscellaneous/1561491-total-quality-management-case-study-welz-business-machines.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Total Quality Management Case Study (Welz Business Machines)

Report on International Business Machines Corp (IBM)

...?Table of Contents Table of Contents Introduction 2 Organizational culture and managing change 3 Analysis 4 Recommendations 6 Conclusion 7 Introduction This report looks at the International Business Machines Corp. (IBM), operations in the state of Indiana that introduced telecommuting as an alternative to cutting people as a viable approach for reducing operational costs in order for the organization to realize cost savings. IBM-Indiana did manage to achieve cost savings of US$ 3.2 million in the year that it was implemented and $5 million a year each year afterward (Martin, 2004). However, while IBM-Indiana succeeded in its cost saving objective two issues arose....
6 Pages(1500 words)Case Study

Total Quality Management

...are the establishment of pull approach towards production activities followed in most of the companies. The concept of Jidoka is extremely complex in nature and is not popular amongst other companies. This relates to the types of intelligence machine, which has the potentiality of stopping the production process whenever any kind of error or deviation occurs. Total Quality Management at Xerox Corporation Ltd During the mid 1970’s the TQM approach was first adopted by Xerox; they wanted to achieve 100 percent quality and fulfill customer requirements. Xerox had lost 65 percent of their market share to their Japanese competitors. The copiers manufactured...
7 Pages(1750 words)Case Study

Total Quality Management High School Case Study

...many. The trivial few in the data are Confusion (75), Strain (60), and Sprain (25). It represents 37.5%, 30.0% and 12.5%, respectively, of the whole categories of injuries received. Consequently, the three injuries also signify 80% of the problems. Question 4 - TQM Principle a. Total Quality Management (TQM) is a management philosophy that involves every person in the organisation and every phase of it operation. It employs a customer-focus definition which aims at maximising customer satisfaction. The role of management is vital in TQM such that they must be fully committed in TQM and this commitment must stream down the organisation. As for the...
5 Pages(1250 words)Case Study

Business Strategy (Viking Sewing Machines)

...and to motivate them to promote exclusively the company's products. In its biggest market (US) company collaborated with large retail chain Jo-Ann Fabrics and crafts and opened exclusive retail outlets. In its original country (Sweden) company has already a large retailer's network. In other parts, the company do not have exclusive retail network. Changes at the top management level with widespread changes in overall organizational structure as well as in operating systems. Now in the changed situation company has to adopt different business strategies and analyze that whether these strategies are successful or not. Business strategies: There are three main success criterions for the...
9 Pages(2250 words)Case Study

Quality Management Case Study

...Management System (QMS). 1 Introduction: The objective of any business organisation is to generate profit. Quality Management System (QMS) ensures improvement in business situation and for attaining long term growth. In the today's competitive world, quality is crucial factor for survival in any type of organisation. QMS mainly focus on ensuring Quality Assurance and Quality Control. Quality assurance focuses on overall process and to verify that it is carried out in required manner. Quality control is the accepting or rejecting the product. QC is mainly product oriented...
15 Pages(3750 words)Case Study

Total Quality Management Master Case Study

...Assessment of the Readiness of Abu Dhabi Police Department for Implementation of Total Quality Management Total Quality Management (TQM) is an approach to manage an organization in such a way that the organization is able to provide the customers with products or services to their utmost satisfaction. The concept describes the culture, attitude and processes of an organization where the functions are carried out with the eliminations of wastes and deficiencies at all levels. TQM strives to create an organizational system that fosters "implementation of process management practices which lead to continuous improvement processes, products and services as well as to employee fulfillment." (Tam, 2000) Anderson et al., (1994) identify... of...
13 Pages(3250 words)Case Study

Total Quality Management Case Study

...Running Head: CRITICAL ANALYSIS Critical Analysis s Critical Analysis Introduction New Farm State School strategy plan, while not well thought out on resource allocation structure, understands the importance of education and that teamwork play a vital role in meeting the objectives and goals that are set by the district (New Farm State School, 2007). The district's mission statement is to provide quality education to all students and to help each student reach his or her full potential (Rowe, 2000). In order for this to be a reality, each school needs to develop a total quality management program in which to educate, and empower each employee within the district....
10 Pages(2500 words)Case Study

Total Quality Management

... Total Quality Management Q1. Total Quality Management (TQM) basically concerns long-term management approachesaimed at achieving high customer satisfaction. TQM demands that every member of the firm participate actively in improving processes, products as well as service quality. The ides that Rob and Daine have developed clearly emphasizes on customer satisfaction, which is to be driven by quality products and services of their restaurant. The partners’ ideas are focused on creating a customer-oriented culture. By implementing training program for new managers and employees on what is expected of them, the restaurant shall be instilling useful information that would help it achieve its objective of offering high quality products... and...
1 Pages(250 words)Case Study

Quality Service Management

...that the guests do not come up with such queries as that of Mr. Spencer. Assurance is a very important service quality dimension as it signifies that the choice made the customer and this factor even links to customer satisfaction. Hospitality industry is a very sensitive industry as it does not rely on any tangible element but only the service that is delivered by the staff of hotels. The same instance was that with Remington Hotel which was not being able to develop the assurance factor in its business operations. The guests of this hotel often left with not a very good experience and remained unsatisfied by the service that was being delivered by the management and staff of the hotel....
5 Pages(1250 words)Case Study

Medical Quality Management:

...Medical Quality Management: UMUC Family Clinic The need to stay in touch with all major technological innovations along with maintaining a healthy society has always been one of the crucial subjects of concern all around globe. To be precise, health care stakeholders have been doing their best to ensure that they adopt the necessary technological practices promote delivery high quality Medicare services (Rodrigues, 2010). Among the most recent health care innovations is the use of a Electronic Health Records System (EHR) to aid in promoting efficiency, accuracy and faster provision of health care services to patients. To ensure that a certain technology is well implemented in a particular health care centre, it is crucial... a better...
6 Pages(1500 words)Case Study
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic Total Quality Management Case Study (Welz Business Machines) for FREE!

Contact Us