Quality Management

Contents
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Reference: ....................................................................................................................................... 9

Introduction
The term Quality management in business determines the quality of products or goods that
produced in any business organization for the customers and that is why it is vital for any kind of
business or service organization. Quality management emphasis on the ways those are used in
improving and controlling quality. Quality control management intended to identify and prevent
products those contains faults from reaching customers. Since the foundation of Toyota, it has
been successfully carried out its quality control activities in a steadfast manner and it results in
the top ratings from their customers. Toyota uses some key principles to maintain their quality
control management system and those principles are such as, 'Customer First', 'Quality First' Go
& see at the scene', and these principles were established and imposed when the Toyota company
was founded.

TASK 1
Concepts of quality of Toyota Automobile Company and discussion over what drives
Toyota to meet their customer requirements and quality.
The improvement of products and work quality in the production and distribution by listening to
"Voice of the customer" is the core concept behind Toyota's quality control activities. When
there was a merger between the Toyota Motor Co., Ltd and Toyota Motor Sales Co. Ltd. in
1982 in order to forming the new Toyota Motor Corporation, and for the customers assistance
some operations that had been carried out by various departments then to satisfy customers were
unified in order to establishing the Customer Relations Division. The Toyota Company tries
its best to ensure the enhanced satisfaction to their customers by delivering "Voice of the
customer" to the relevant appropriate departments and also by utilizing this principle for the
improvement of both customer support & satisfaction and the quality of their products and
works.

Number of Customer Reviews Received Annually (in Japan):

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Measurements of quality of products for meeting the customer requirements in general.

Measuring customer satisfaction and requirements is incredibly vital for both products and
services development as well as for improving Toyota Companys support. A satisfied customer
is one who will continuously buy from your company, seldom shop around rather than your
company. When management of Toyota company are going to analyze and improve customers
satisfactions and requirements they have to follow some measurements to measure their
customers requirements and those are :

Perceived quality of products

Loyalty to customers
Attribution satisfactions
Intention to purchase again

Lets have a discussion over those measurements that Toyota company uses in measuring their
customers requirements:

1. Perceived Quality of products

It is generally believed by the Toyota Companys management that dissatisfaction of customers
is identical to purchase regret while customer satisfaction is connected to positive ideas of
customers about produced products. Toyota Companys managements suggest they need to have
a strong read and concept on their overall quality of products and services, particularly as it
important to fulfilling customers requirements on a regular basis and making the sense that
Toyota Company is reliable.

2. Loyalty to customers
The most vital thing is to know that Toyotas NPS score is highly interrelated with how
frequently a customer is to continue to purchase from Toyota, so its very important to Toyota
Company to consider.
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3. Attribution Satisfaction
One of the best ways to measure the satisfaction or dissatisfaction of a certain product or service
is to frame some questions in the context of some specific attributes. The Toyota Company
understands it is their job to identify, define and develop measurements for each attribute that is
connected to a customers satisfaction.

4. Intention to Repurchase
There is a sample question that, Do Toyotas customers are intend to repurchase from Toyota
Company when their subscription runs out?
This question seems obviously pertinent to some products and services that are purchased on a
regular basis and some products at longer intervals. From some evaluations it is seen that high
satisfaction during the post-purchase process can also influence purchase extent as well as a
customers willingness to recommend that businesss products or services to others.

TASK 2
(a) Identification and evaluation of the application of quality systems and scheme for a
business or service organization like Toyota Company .
This application of quality system will help Toyota Company to gain success as a quality
technician or as a quality assurance practitioner to customer. By identifying and evaluating
Toyota can obtain how to contribute effectively as part of their management teams working to
implement and maintain their organizations quality program.
There are some principles to identify and evaluate the application of quality systems of Toyota
Company:

Data analysis.
Statistical process control.
ISO 9001:2000 quality systems.
Process management.

Data analysis: Data analysis means identifying, collecting, evaluating, cleaning and modeling
the data with the goal of making some useful information that will be used in controlling the
quality of produced products.
Statistical process control: This is a method of quality control system. Companys management
applies this method in order to monitor and control the quality control system so that the
company can operate its activities in full potential.

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ISO 9001: 2000: ISO 9001:2000 generally specifies some requirements for a quality control
management system where a company needs to ensure its ability to produce and provide
products in a consistent way to meet customers needs and some other regulatory requirements.
Discussion over how such systems can lead to customer satisfaction, continuous
improvement and add value to the product or service delivery.
Customers satisfaction is a very important phenomenon to any company. Customers satisfaction
states that what the customers want indeed and how much they got according to their
expectations. . When customers are buying their desired services from any service providing
company they have the exact idea about what they actually receiving and what they should
receive in return of their money or anything worthy of money.
Continuous quality improvement is a regular basis system which helps the company to maintain
and improve all the workings of products and services in a continuous process; ongoing way for
the improvement of the performance. It actually helps the company to evaluate their produced
products or the outcome of any process and identifying and evaluating the actual needs and
expectations of the customers of those products they are producing for their customers. When a
company understands the customers satisfaction level and they feel the need of improvement
they use a set of statistical tools to identify subsystems and uncovered problems, but the most
important thing is it emphasize on the maintenance of quality in the future, not just only
controlling a single process.

There are some added values to be gained to add value to the product or service delivery, from
the financial point of view we can state that added value states that the value of inputs to a
production which means raw materials and the value of outputs from that production process
which means finished goods. On the other hand, marketing point of view says that added value
means adding value to any finished goods or services to make those goods into a branded
product. There are some different types of added values to be gained and those are discussed
below:
Quality Added Value: This value addition system adds convenience to the products or
services and other desirable characteristics which are valued by the ultimate customers at
the time of consumption. For example, enrichment of foods with vitamins and minerals.
Environmental Added Value: This value addition gives emphasis on the protection of
the environment from the wastage of the factory. From this perception company applies
those approaches or methods which are not harmful for the environment or comparatively
less harmful than those commonly used. For example, Use of recyclable materials for
packaging etc.
Cultural Added Value: Cultural value addition system is a social marketing value
addition strategy. In this case in the production process those methods or systems which
conform the needs and sensitiveness of several cultural groups. For example, Halal foods
for Muslims.

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(b). Use of the input-output model to examine the operating system of your organization
and compare the various quality systems such as the ISO 9000, EN2900, etc.
When a company like Toyota wants to evaluate their quality control management system usually
uses various kinds of quality system such as

ISO 9000,

ISO TS2901 etc.

Although most of the Quality Management System standards are correlated, but still there we
find some key differences between those systems and those differences should be understood for
their successful implementation in the Quality management system.
ISO 9000:2008: ISO 9000:2008 is a generic QMS that can be implemented by any business
organization of any size that provides a service or product to the customers. This standard is not
product, source or industry specific.
ISO TS 29001:2010: ISO TS 29001 is a QMS based on the requirements of ISO
9001. However, this standard includes a number of supplementary requirements. These
supplemental requirements identify, evaluate and enhance requirements for documented
procedure control features and records of conformity. ISO TS 29001:2010 is specific to
suppliers of equipment, materials and services for the oil and gas industry.

TASK 3
Assessment of the role of the communication and the various communication methods; that
can be used in developing a quality system including standards for quality control.
Communication and different communication systems are integral and important parts of quality
control management system for any company. For identifying and evaluating the quality control
management system properly, a product or service organization like Toyota Company needs to
communicate within its premises and also outside of its premises. Sometimes it can be seen that
there occurs some conflicts between the members of the company and in that case if there are
any conflicts among the members of the organization that conflict can be solved or avoided by
proper communication system. Besides this if there is a proper communication within
organization then new ideas about development of quality practices would be invented by the
individuals. The foundation of quality control management system depends on the proper
communication between the company and their customers. By communicating with customers
effectively and efficiently an organization can get the information and ideas about their products
ability to the satisfaction level of the customer. For almost every spare of an organization record
keeping is a must. Proper functioning of an organization depends on proper record keeping. As
we know internal and external communication are important for any company and when a
company performs both internal and external communication systems required information is
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recorded properly which in next helps in identifying, evaluating and implementing new plans for
quality control management systems for any company.

Role of customer satisfaction surveys and complaint resolution process as related to your
organization.
How much a customer is happy with the consumption of their desired products and services from
their known company is a very important task for the company to assess. From this point of view
a companys first and major task is to identify and understand what their customers actually
needs and what they expect from the company. A number of measurement and procedures are
used to evaluate and understand the customer needs and expectations, among all those
procedures we got that survey is the most popular and efficient procedure. It is always important
for a business to understand what kind of survey they should use; and who they choose for that
survey to accomplish- users or non-users?
To assess the extent of the customers satisfaction a business or service company use the user
base survey. User base survey helps the organization to identify their actual strengths and
weaknesses in the quality management system. By asking relevant questions to the users a
business or service organization may gain the proper feedback from their users about the
demand, needs and expectations about their products that will be produced for them in future.
From this survey organization can also find the satisfaction level of the users about their products
or services. There is another survey system known as Non-user based survey. Non-users based
survey is also very useful for an organization although it is found unusual from the marketing
research by the researchers. Using the non-users survey company may come to know why people
are not using their products or services besides this they also can come to know- what the
customers want form the company indeed; what measures and actions should be taken to satisfy
those customers, If a company get proper response from user survey then company should use it
and id they get non-user user survey useful they will use it, both methods help them to
determine customers needs conveniently and accurately. Those methods also help them to
modify their present goods and products in those way customers want to have indeed.
In customer survey system a number of methods or systems are used to encourage the
participation of the under-represented groups. Some of those methods are discussed below:.

Interviews: Face to face interview is very important to identify the customers

requirements. From those under-represented groups an individual can be selected
randomly for interview.
Group interviews: There is another method of consultation with the under-represented
groups and this is group interviews which help to evaluate any situation.
Telephone interviews: The needs, requirements, expectations and problems related to the
expectations can be identified and understand through the telephone surveys.

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Mail or electronics surveys: Here questionnaires are asked through e-mail is used for the
surveys.

The value of complaints procedures and analysis and discussion over how they may be used
to improve quality of products.
Complaints procedures are generally used to collect the satisfaction and dissatisfaction or likings
or disliking of the customers by using a procedures. By using those procedures a company can
identify the faults and deficit of product or service they are producing by collecting opinions of
the customers. If any product or service have weakness that weakness is identified by customers
opinions through the complaints procedures. A product or service organization can identify and
evaluate their products low quality when they record the rate of complaints against a particular
product or a service provided with the customers. When organization plans and employs quality
control management practices they use these data. It can give concentration to the improvement
of their quality of the products or services when they are able to identify the faults or deficit of
products or services they are currently producing for their customers. Sometimes it can be seen
that customers complain against staffs and salesmen who provide service to them, and then
company should improve employees quality by proper training about their duties to be
performed in near days.
TASK 4
(a) Discussion over the principles of quality management such as self-assessment,
communication and record keeping, staff consultation as well as service
improvement. Assess the criteria for quality standards, service improvement
policies and complaints handling in general.
Self-assessment means assessing the companys own activities and it is one of the important
ways to evaluate the success of an organization and it helps that company or organization to
identify and understand its current health condition to understand whether it is operating well
enough or not. An organization can appoint many different individuals and tactics to reach its
goals. In an organization assessment report is made to find out whether its activities are
performing well or not. Most of the experienced person says to attain the goal successfully an
organization system should be designed and structured.
A companys success is almost sure when they are able to verify their used processes are
effective and efficient enough. In this case SWOT analysis or benchmarking may be used to
identify companys own strengths, weaknesses, threats and opportunities and required
improvements in comparison to others. There is another way and that is asking questionnaires to
different categories of employees within the company to accomplish internal assessment. To
maintain a continuous improvement self-assessment must be done on a regular basis.
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In a company when different types of employees are working within it and exchanging views
and ideas by talking or discussing by with each other, exchange of commands and different
discuss plans only then can get growth and development. To attain the ultimate goal in any
company communication and consultation with the current staffs is very important indeed. The
implementation and execution of any tactical plans together with quality schemes is also a vital
issue for gaining the companys goals. In an organization for proper functioning, execution and
implementation of quality control management systems the communication and consultation
with the staffs should be encouraged at all levels of function. Top management should feel free
to consult with the ground level staffs within the organization, because ground level stuffs are the
people who work for the conversion of top managements vision into reality and help to attain
their goals as better as possible
There are some quality control criteria those a companys management uses in maintaining the
quality control management and those are:

The Centre of the management must operate with a documented quality management
system.

The company must have a documented schedule for reviewing the quality control
management system. The outcome of the evaluation must be recorded regularly and
actions must be taken in time.

The company must have a system of version control system for documentation of
information.

The Centre of the management must have a communications system with SQA and
staffs.

(b) Identification and discussion over the quality systems and processes and how they
impact on the overall performance of your chosen organization.
A renowned company like Toyota Company needs to identify and implement the quality
management system as it is designed as a system of interrelated processes for the better customer
satisfaction. The management of Toyota Company have to understand all the main activities in
the company and those activities are defined as Quality System Processes and those activities are
grouped into the following six categories:
Requirements of customers,
Product Realization for customers,
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Measurement, Analysis and Improvement of products,

Managements Responsibility,
Resource Management, and
Continuous Improvement of quality.

In the company the Resources and Information Quality Assurance manager is responsible for
determining resources and information those are required to support the implementation of
operation and monitoring of the quality system processes, and also for communicating these
required information and resources to the top management of the company.
There are some activities in the quality system and process a company has to follow and those
are listed below:
Monitoring and Measurement: Performance of quality system processes should be
systematically monitored and measured by the management. This task is done to ensure
companys effectiveness and identify opportunities for their improvement of quality.
Continual Improvement: The activities of Quality management system processes
should be regularly reviewed by the top management to identify any solve possible
failures or breakdowns as well as for utilizing the opportunities for quality improvement.
Sub-Contracted Processes: When activities that affect products conformity must be
outsourced by the management, sometimes special controlling systems are implemented
to ensure that these processes meet some specified requirements of the customers.

Conclusion
A company like Toyota the quality of their automobiles must be the very best than the others
existing in the market. Toyota has to understand their customers requirements and produce their
products according to the choice and expectations of their targeted customers. If needed they
have to make some survey operations in the market to know how well they are doing in meeting
their customers expectations. They must work on their value addition tasks for the continuous
improvement of their automobiles quality. For ensuring a better quality management system
Toyota must do their self-assessment task. In the self-assessment procedure they have to evaluate
their own activities whether they are doing well enough with their plans or not.

Reference

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