In as much detail as possible answer the following Remember

In as much detail as possible answer the following: Remember to PARAPHRASE, do not cut and paste from the textbook (Managing for Quality and Performance Excellence 9th) or any source (use your own words from your own brain). Review Questions, (pp. 37-38) 2, 3, 7, 10, 14

2. What practices do Motorola and MidwayUSA in
the Quality Profiles use to help them achieve high
quality?

3. Summarize the six quality perspectives described
in this chapter.

7. Define the following terms:
a. quality assurance
b. total quality
c. performance excellence
d. competitive advantage

10. Discuss the differences between manufacturing and
service organizations. What are the implications of
these differences for quality management?

14. What did Philip Crosby mean by“Quality is free”?

Solution

2. The practices Motorola used in midway USA in the quality profile to achieve high quality are six sigma tools, Lean operations and Baldrige. Six sigma was developed by Motorola in order to improve its quality.

7. a. Quality assurance:- Quality assurance is a way of preventing mistakes or defects in manufactured products and avoiding problems. The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled.

b. Total quality:- Total Quality Management is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through continuous improvement by continuous feedback.

c. performance excellence:- The Performance Excellence provide the framework and an assessment tool for understanding organizational strengths and opportunities for improvement. Performance excellence refers to an integrated approach to organizational performance management and its results.

d. competitive advantage:- competitive advantage is an advantage over competitors gained by the companies by applying certain uniqueness in their process which cannot be easily matched by the competitors.

10. Differences between manufacturing and service organizations are:

Goods:- The key difference between service firms and manufacturers is the tangibility of their output. Most of the service firm produces intangible goods, such as consultancy, training or maintenance. Manufacturers produce physical goods that customers can see and touch so these goods are referred as tangible goods.

Inventory:- Service firms do not hold any inventory; they create a service when it is needed by clients. Manufacturers produce goods for stock, with inventory levels. Inventory is managed to fulfill the demand in the market of tangible goods.

Customers:-Service firms do not produce a service unless a customer requires it, although they design and develop the scope and content of services in advance of any orders. Manufacturers produce goods without a customer order they forecast the demand of the product in the market and produce it.

Labor:-A service firm recruits people with specific knowledge and skills in the service disciplines that it offers. Service delivery is labor intensive and cannot be easily automated. Manufacturers can automate many of their production processes to reduce their labor requirements, although some manufacturing organizations are labor intensive, particularly in countries where labor costs are low than the automation process.

Location:-Service firms do not require a physical production site. The people creating and delivering the service can be located anywhere as they don’t need raw materials for production. Manufacturers must have a physical location for their production. Production requires raw materials so it needs a specific place so that transportation costs can be reduced.