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Quality Management System
Short Answer Essay Questions:
- What is a quality management system that is structured to support organizational excellence? How does a quality management system developed to promote organizational excellence differ from the traditional product related quality systems?
- Provide at least two specific examples of how quality as organizational excellence can be deployed through operations in a service related company. Include the process and possible quality-based methods and tools which can be applied in your response. Reference to class room workshops and examples are acceptable.
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Quality Management System
Question 1: A quality management system that is structured to support organizational excellence
A quality management system refers to the systems of business process management that ensure the products and services of a given business entity align with the needs and expectations of the customers. A quality management system that is structured to support organizational excellence provides a holistic management of the organization rather than a focus on the various integral parts of the organization with a focus on customer needs, strategic planning, and continuous improvement (van der Tuuk & Sibinga, 2008; Evans, 2013).
How a quality management system developed to promote organizational excellence differs from the traditional product-related quality systems
The traditional quality systems had a focus on improving quality after production. In addition, the traditional systems measure the quality of small batches as a means to determine the process performance. The employees are passive in the traditional systems and the management expects the minimum improvement annually. The traditional systems had a short-term focus, where the current profit is a major driver. In the traditional quality management system, quality is inspected into the product while there is a constant conflict between the shifts in productivity and quality (Goetsch & Davis, 2010)……
Question 2: How quality as organizational excellence can be deployed through operations in a service related company.
In a company whose main product or products are in the form of services, the concept of organizational quality and excellence may be deployed through various operations. In this case, an example of an insurance sales firm provides sufficient context. An organizational approach to ensure excellence, in this case, would involve the use of a statistical measure of sigma to quantify the operational processes required to maximize quality in the example of millions of sales per year. In this scenario, a measure of either 3 sigma or 6 sigma may be used to align operational efforts in the right channels (Dale, Wiele, & Iwaarden, 2007). A global organization such as AON or Prudential PLC may find such an operational approach useful…..
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