5 Identify a business that has recently launched a quality i

5

Identify a business that has recently launched a quality improvement initiative (Harley Davidson would be just one of many examples). Your business could be one that is primarily product-providing or one that is primarily service-providing. Do some independent research in order to provide an overview of this initiative and the results of their efforts.

The overview should take the form of a two-page paper. Within the assignment, cite examples of any control costs or failure costs that you can identify, in addition to prevention costs, appraisal costs, internal failure costs, and external failure costs.

Solution

Sony’s Quality Improvement programme

Sony configured its quality management system by defining quality management mechanisms across all processes starting from planning, design, product development manufacturing through sales and customer services. This will include whole organization employee defining role, responsibilities and authority of they are responsible for product and establishing guidelines and customer service quality i.e.

1. Appointing the corporate employee in charge of safety and product quality and has task with this person with coordinating efforts to improve product and customer service quality and ensure timely response to problems.

2. To obtain certification under ISO 9001 for all sites manufacturing electronics products.

3. Held meeting of Quality and Customer Service strategy Meetings, headed by top management, which function for ultimate decision-making authority for quality and customer services in the Electronic business.

Sony makes active use of customer feedback to improve its product and customer services. For example, in various regions of the world, Sony has created a customer service websites designed for mobile phone screens in response to request for access to customer service from mobile phones. In U.S market, released dedicated customer service app for smart phones it made easier for customer to quickly access the information they need on a customer service websites.

Due to this initiative, Sony is wholeheartedly committed to improving product and service quality from the customer’s view with the aim of maintaining and enhancing customer’s satisfaction, reliability and trust.

Control Cost – Here, Due to implementation of quality services serve to their customer by Sony, they manage to control problem of their whole customer segmentation very well.

Prevention Cost – Prevention Cost means to keep failure and appraisal costs to a minimum, here Sony will trying to solve each customer’s problem very effectively using different form of medium.

Appraisal Cost – Appraisal cost is incurred to determine the degree of conformance to quality requirements. Here Sony makes appraisal cost in design of websites and apps for customer services.

Internal Failure Cost – This cost of deficiencies shows before delivery. It not directly pertain to customer due to internal organization failure implicit cost occurred. Before implementing different quality model Sony has to train their employee regarding same to make an effective initiatives.

External Failure Cost – It will associated with after customer received product by the customer. This will lost opportunities for sales revenue. Here Sony doing more n more efforts to reduce external failure cost by providing good sound services to their customer.