StudentShare solutions
Triangle menu

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

Nobody downloaded yet

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

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 ...Show more

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…
Author : hellen09
Total Quality Management Case Study (Welz Business Machines) essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Total Quality Management Case Study (Welz Business Machines)"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

Total Quality Management
373). According to Pfau (1989) TQM is an approach towards improving the quality of services and goods on a continuous basis which involves participation of individuals at every functional level of an organisation. This study deals with the TQM practices followed at Toyota and how they manage to improve the quality of their products along with all the associated business activities.
14 pages (3500 words) Essay
Total Quality Management (Case Study)
The increasing competition among the companies across all industries has compelled companies to always look for improvement in their operations. Firms now have separate departments dedicated to monitor and improve overall quality of the firm.
3 pages (750 words) Essay
Total Quality Management
Total quality describes the culture, attitude and organizational structure of a company that strives to provide customers with products and services that fully satisfy their needs. This culture requires quality in all aspects of a company’s operations, harnessing processes that do it right the first time and eliminate all defects.
14 pages (3500 words) Essay
MSc.SERVICE QUALITY Total Quality Management Case Study
If required, hire a consultant to assist in introduction of quality element in all business processes; to develop a mechanism to measure adherence to quality
5 pages (1250 words) Essay
Case Study for Total Quality Management
“Customer service is one of the most important ingredients of the marketing mix for products and services” (Thetimes100, 2009). An industry in which customer service is very important due to the fact that historically customer service has not been
4 pages (1000 words) Essay
TOTAL QUALITY MANAGEMENT (TQM)
Quality helps a company achieve market domination through provision of high quality products and services to the customers. Quality assurance and quality control are two such features of a
17 pages (4250 words) Essay
Total quality management
Firms now have separate departments dedicated to monitor and improve overall quality of the firm. Slight Sports, a sports equipment and hosiery manufacturing firm that has been
4 pages (1000 words) Essay
Business / Total Quality Management - Xerox case study
At the same time, the company has offered automotive finance, vehicle leas and vehicle services among others. As a large multinational enterprise, Ford Motors has emphasized innovation and
8 pages (2000 words) Essay
Total Quality Management
Total quality administration might be outlined as an administration framework for a client centered association that includes all representatives in persistent change. It utilizes system, information, and compelling correspondences to incorporate the quality order into
3 pages (750 words) Essay
Total Quality Management
In precise, the approach of TQM represents the methods of management that are often used for the purpose of enhancing product quality and business profitability. Specially mentioning, an effective application of TQM approach not only supports a
10 pages (2500 words) Essay
Hire a pro to write
a paper under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Click to create a comment