Understanding Quality Management

Understanding Quality Management Quality can take many forms, but it is a goal for many organizations. In delivering their products or services, most companies try to improve their customer satisfaction while keeping their costs down and their employees happy. They can take several approaches to the management of quality. In this unit, we will examine the various definitions of quality, and its components. We will then discuss the importance of proper quality management, and the risks and costs associated with poor quality management. PART 1: Read the Article from the July 8, 2007 issue of Business Week entitled “What Drives Consumers Not To Buy GM Cars.” One contributor writes: “Americans have switched from Detroit Big Three vehicles to Honda and Toyota vehicles not for visual design features but for durability, reliability, good fuel consumption, and low full cost of operation. Detroit needs to offer five-passenger, 35-mile-per-gallon vehicles with 100,000-mile bumper-to-bumper warranties over 10 years of ownership to cause satisfied Honda and Toyota buyers to switch.” What is implied about what drives quality in these comments? Do customers have unrealistic expectations, or are they demanding their rights? What does this demand for quality drive innovation? Please write an essay of complete and well composed paragraphs (250 word minimum for the entire essay) Be sure to use in text citation and provide references for your sources. Wikipedia is not a source. PART 2: Consider the following questions for reflection: What does quality mean to you? How does good (or bad) quality affect you personally as a consumer? Have you had experiences where your expectations were exceeded, or on the contrary, not met? How did that change your opinion of the organization and its product or service? Your answer should reflect your personal experience and should be thoughtful and introspective. Please write an essay of complete and well composed paragraphs (350 word minimum for the entire essay) Be sure to use in text citation and provide references for your sources. Wikipedia is not a source.

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