Module 3 – SLP
Quality Management & Six Sigma
SLP3 continues with your company focused on quality and quality management.
Session Long Project
Continue using your fictitious company from the previous SLPs, and continue to develop the company profile and operating information.
Identify how your company uses quality management. Identify different areas for quality measurement and management. What types of quality tools and techniques are the best to be employed, process control, quality tools, employee involvement? Consider quality management programs such as TQM, Six Sigma, ISO9000, etc. How might these be employed, and which of these do you think are best for your company?
NOTE: For retail businesses, customer satisfaction surveys and focus groups should be considered as one way of measuring quality. How can you improve the scores on the customer surveys?
This paper should be approximately 3–5 pages in length counting the introduction, body, and summary. You should include references and cite them properly in the paper. Generally, at least three references should be used.
SLP Assignment Expectations
- First discuss a recap of your company and add any additional information about it that will be necessary and/or interesting background to a discussion of quality and quality management.
- Identify at least three areas of types of quality focus, e.g. product quality, etc. Discuss these areas and explain why quality is important.
- What are some quality tools and techniques that can be used to chart, diagnose and improve quality in these three areas?
- Discuss the types of quality programs and recommend what you think is the best program or programs for your company to use and explain why.
Review all of the resources for this module. Use them to help you create/invent issues about quality and how you would improve.
You should look for additional references about the type of business you are operating with specific information about improving quality.
Halliday, J. (2010). Buck up,Detroit, there’s always Ford, Adweek. New York: Jun 7, 2010. Vol. 51, Iss. 23; p. 11.
Juran, J. (1994). Quality control in service industries. Retrieved from http://www.juran.com/elifeline/elifefiles/2009/11/Quality-Control-in-Service-Industries_JMJuran-94.pdf
iSixSigma. (2009). Statistical Six Sigma Definition. Retrieved from http://www.isixsigma.com/new-to-six-sigma/statistical-six-sigma-definition/
Process Capability (2011). Wikipedia, retrieved from http://en.wikipedia.org/wiki/Process_capability
Pyzdek, T. (2009). The Six Sigma Revolution. iSixSigma. Retrieved from http://www.pyzdek.com/six-sigma-revolution.htm
Quality, Part 1:http://www.youtube.com/watch?v=5JgaMIIEAGQ
Quality, Part 2: http://www.youtube.com/watch?v=hIcV5Q3YyO8
Sharma, S. (n.d.). Services can improve by taking lead from manufacturing, iSixSigma, retrieved from http://www.isixsigma.com/index.php?option=com_k2&view=item&id=717&Itemid=1&Itemid=1
Tague, N. (2004), Excerpted from The Quality Toolbox, Second Edition, ASQ Quality Press, Retrieved from http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/control-chart.html
Total Quality Management (n.d.). American Society for Quality (ASQ), retrieved from http://www.asq.org/learn-about-quality/total-quality-management/overview/overview.html
Arnst, C. (2010). A team effort to re-engineer care at hospitals, U.S. News & World Report. Washington: Jul 2010. p. 1, retrieved from: http://health.usnews.com/health-news/best-hospitals/articles/2010/07/26/a-team-effort-to-re-engineer-care-at-hospitals
Basic Concepts, The History of Quality – Overview (n.d.). American Society for Quality (ASQ), Retrieved from http://www.asq.org/learn-about-quality/history-of-quality/overview/over view.html
iSixSigma. (2009). New To Six Sigma? Retrieved from http://www.isixsigma.com/index.php?option=com_content&view=article&id=201&Itemid=27
ISO9000 Quality Standard (n.d.). Free Management Library, retrieved from http://managementhelp.org/quality/iso9000/iso9000.htm
Malcolm Baldrige National Quality Award (n.d.). American Society for Quality (ASQ), Retrieved from http://asq.org/learn-about-quality/malcolm-baldrige-award/overview/overview.html
The Original Quality Gurus (n.d.). Department of Trade and Industry, Retrieved from http://www.businessballs.com/dtiresources/quality_management_gurus_theo ries.pdf
Quality Management Principles (n.d.). International Organization for Standardization, Retrieved from http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/qmp.htm
Total Quality Management (n.d.). The Free Management Library: retrieved from http://managementhelp.org/quality/tqm/tqm.htm