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Unit 17 Quality Management in Business Assignment
Diploma in Business
Unit Number and Title
Unit 17 Quality Management in Business Assignment
Quality management in business assignment assists organization to maintain the quality of the services as per the services provided. Quality management has four main components like quality planning, quality assurance, quality improvement and quality management. Toyota Motor Corporation is the world’s first automobile manufacturing organization that manufactures innovative cars for the clients. The organization is headquartered in Toyota, Aichi, Japan and it is a multinational organization that operates business in different parts of the world. The current study identifies the role of quality management in the inspection and assurance process and range of quality management approaches that Toyota can adopt in quality management process. It identifies the similarities and different approaches of quality management process and also identifies the importance of customer satisfaction in Toyota. It evaluates the meaning of continuous development and types of value added services and benefits that can be gain by the organization. The report identifies the role of self assessment in order to determine organization’s current state of health and importance of communication and record keeping at Toyota.
1.1 Definitions of quality in terms of business and services provision
Quality is the characteristic of the product, services and process, which is noticed by the consumers mainly. For a customer, quality of service has a big importance and Toyota has having focus on quality service to the customer for this the value are retained. At Toyota, an assurance of quick service by highly qualified manpower and inbuilt quality of genuine parts, made its customers satisfied. Toyota has a standardized service process which provides a hassle free service experience. The organization is using the total quality management process that helps to influence the decision of customers.Modern definition of quality is ‘fitness for intended use’ in the business. It basically says meeting the expectations of the customer (Sallis, 2014). Toyota has been practicing the quality management to keep the quality of the products and services to high standards. It includes all the steps of production process of product. In business, the quality has a pragmatic interpretation as the non inferiority or superiority of a product. Consumers mainly focus on the specification quality of a product and service. The organization is looking for improvement in business process quality by involving the all stakeholders.
Quality is often measured in terms of conformance of requirements. In Toyota, business users define the requirements of the system. The sales system is been developed and its quality is measured against the requirements. Problem may arise when requirements are biased. Toyota team is determined to provide best service in any conditions. No compromise with the quality of the product and services made Toyota, the biggest automobile organization in the world.
1.2 Explain and illustrate earlier processes of inspection and assurance
Quality control started in the late twenties where the in charge was called a quality control manager. At the time only inspection was the priority of Toyota. As the time moved on, focus on statistical control was made which improved the quality standards remarkably. In the late sixties emphasis was made on improving the designs of products which filtered quality to high standards, which was more improved in late eighties. Later on by the advancement of the technology various tools were developed which improved the quality standard. Quality inspection helps in measuring, checking and testing one or more product characteristics and to relate it to the requirements of the customer (Yang and Yang, 2013). This task is performed by trained personals it does not fall within the responsibility of production.Quality control is a system of maintaining standards in manufactured products by testing a sample of the output against the specification. Toyota reviews the quality of all the parts made in the production department, it is a part of quality management system which fulfils the requirements of the customers. Control includes product inspection, it is done by both visually and stereo microscope. Quality assurance is a way of preventing mistakes or defects of the products and avoiding problems when delivering solutions or services to customers. Toyota assures fulfillment of the quality of the products.
1.3 Range of quality management approaches that can be adopted by Toyota
According to analysis of organizational approach of Toyota, it is been considered that top management is concern about the quality in products and services. The organization can use following approaches for managing quality in business and services:
Fact based decision making: For managing the quality in the business and services, it is recommenced to Toyota management could implement the fact based decision making will help to meet the standard more professional manners. For this kind of decision making, organization would evaluate the business reports, findings of survey that conducted by different departments of organization (Nicholas, 2016). By using the facts, organization will able to make the decision over the quality.
Customer focus: The organization is majorly dealing in the products and services that are directly associated with customer needs. In order to maintain the quality approach in the business and services, organization requires to focus on the customers expectation in products and services such as performance of cars, communication with customers and process of order making and delivery which will support to retain the customers as well develop the integrated system for managing quality.
1.4 Similarities and differences between the different approaches
Table 1 Differences between the different approaches
Basis of difference
Fact based decision making
The approach is based on the correct information and also helps the business to gain the right information for the problems.
The approach is based on the clients and their behavior.
The information of decision is based on the internal sources.
It is based on the external sources like customers.
The details given under this approach are totally based on the past decision making.
The information based under this approach is based on the feedback of the customers.
The similarities among the approaches are to improve the service quality in the organization and also help the business to gain the competitive advantage (Zeng.et.al.2015). It also affects the brand image of the organization directly and creates the clients base for the business. Both the approaches are centric for the organization and help the business to gain the trust of the customers.
2.1 Customer satisfaction at Toyota
The main of the organization is to provide quality services to the clients and maintain the level of satisfaction to the clients. It is most important aspect for the organization to retain the clients by providing effective services. In order to keep the clients happy and motivated organization provides after sales services to them. Customer is the kind of market and all the business want to keep the clients happy in order to maintain that kind of order organization has to create good communication channel with them. Toyota hires the relationship manager to identify the problems of the customers in the organization. In order to identify the level of satisfaction among the client orgnaization collects the feedback of the services provided by the organization and then evaluate them for the outcome. Customer satisfaction reflects the positive image of the organization and assists the organization to attract the new clients towards the organization. It reflects the positive image of the organization at the global level and also assists the business to improve the image in the global market (Amasaka, 2013). Client satisfaction help the business to set the benchmark of the services provided to the clients and retain the clients for the longer period.
2.2 Continuous improvement in the organization
Continuous improvement in the organization helps the business to bring the change in the services and also assists the business to attract the new clients towards the organization. For instance Toyota designs the new models of car and presents them in the market to attract the clients. Organization has to hire the employees to identify the drawbacks of the services provided to the clients if any problem found in it than business try to improve them. In the present market organization changes in services is the most important task that helps the organization to maintain the position in the market. Innovative services assist the organization to attract the new clients towards the business and it can help the business to sell the goods as per the USP of the business. Continuous changes aid the Toyota to gain the competitive advantage and increase the brand image in the market. Toyota is the world’s leading automobile organization that designs most innovative car models for the clients that made the organization more unique than the other automobile organizations like Volkswagen, Mercedes etc (AlMaian.et.al.2015). Marketing of Toyota is always based on the unique theme that shows that organization is always focus on the technology up-gradation.
2.3 Types of added values and benefits Toyota would gain from implementing effective quality management
Organization always tries to give valuable return to the client in return and that help the business to maintain the good image in the market. Value- added is explains the enhancement a organization provides its product and services before offering the product to the clients. Value added is considered as Toyota takes product that may be accepted as a homogenous product with fewer differences from the rivalry organization and gives potential customers with an option that that gives more client satisfaction. Toyota gets various benefits from quality management and is also improving the sales of the organization. Management receives benefits in various ways like higher customer satisfaction, increment in sales, improves brand image of organization, achieve management goals etc. Quality management aids the management to identify the needs of the clients and manufacture the cars as per the demand of customers. As per the marketing intelligence department of Toyota quality management facilitates the organization to attract the clients by offering quality products (Chiarini and Vagnoni, 2015). Management experience high growth in the market and also identifies the taste and preference of the consumer in the market.
2.4 Importance of marketing and information provided to the clients through marketing
Marketing is the basis of all the organization in the market and it help the business to get in touch with the employees. It helps the business to promote the innovative products in the market and increase the sales with the help of promotion of the new services. Management has to identify the way by which marketing department identifies the demand of the clients. Marketing helps the business to create the brand image of the organization in the market and increase the good customer base. Marketing is the back bone of the organization that aids the management to increase the sale of the organization. Marketing is like portfolio of the organization under which business provides all the details related to the new product. Marketing manager creates innovative strategy to promote the products in the market and attract new clients in the organization. Toyota is the multinational organization so marketing department design the policy as per the geographical location (Goetsch and Davis, 2014). Marketing help the new clients to get the full detail about the organization and purchase the product as per the desire.
3.1 Quality management can measured by Toyota
Quality measurement is the most important part of the organization and it also helps the business to generate the alternatives to improve the quality. Quality services is the USP of the organization on which management sell the cars to the clients so it is the duty of organization to check the quality. Various factors are related to quality factors like customer retention, brand image, productivity etc. Toyota adopts the total quality function in the organization in order to retain the clients within the organization. Various tool and techniques are available in the organization like check sheet, control charts, histogram, scatter diagram, Pareto chart etc.
Histogram: This are the most commonly used graphs that help the Toyota to check the quality of the cars in the organization. It helps the business to recognize the errors in the organization and set the benchmark of the services in the organization (Mok.et.al.2013). The histogram depicts the quality of products through the graphs.
Check sheet: It is structured, designed form for collecting and analyzing data through the generic tool and that apply it in the organization for better output. It is a statistical tool that help the business to create the check list of the items in the organization try to evaluate them as per the guidelines.
3.2 Benefits of user and non-user surveys in determining Toyota’s customer needs
Identifying the needs of the clients is the most important task for the employees and tries to assess the correct need of the employees through survey and various other modes. Customer needs is the basis of the organization and also help the business to create the sales of the organization. To evaluate the demand of the clients organization always conduct ht survey and it has many benefits like assess the clients demand, client’s purchasing power, perception towards Toyota cars, satisfaction level, brand image etc. Organization can easily identify various threats in the organization and try to adopt that kind of policy that increases the revenue of the organization. Survey is the most beneficial tool for the organization that helps the business to generate the demand in the market. Non- survey user provides the profile of average consumer in the organization and it is the first source of information collection (Need, 2016). The data of the clients is collected from the secondary sources and there is no need to spend on the research. It is the most common qualitative research tool to gather the information and also facilitate face-to-face interviews, opportunistic interviews, telephonic interviews etc.
3.3 Methods that are used to consultation employed by Toyota in one quality scheme to increase the participation by the groups
Various method are used by the organization to increase the participation of the employees n the organization and it also help the business to complete the task on time. Management organizes various programs and gets to gather in the organization to increase the cooperation among the employees. Organization has to identify the ways to interact with the employees and try to assess their problems. Toyota works with wide range of the employees and it is not possible for the leaders to communicate with the employees so management implements various strategies to communicate with the employees. Participation of the employees in the organization is very necessary and management has to identify the problems that employees are facing like lack of confidence, fear etc. To overcome this kind of problems organization has adopts various strategies like motivation, job appreciation, monetary benefits, other fringe benefits etc. Toyota organizes different kind of group activities by which employees can easily participate in the group activities (Oakland, 2014). Manager monitors the participation of the employees in the organization and provides monetary benefits to the employees for the participation.
3.4 Complaint procedure and analyze used to improve quality by Toyota
Toyota follows the fixed complaint procedure under which customer service representative of Toyota has to identify the problems of the clients regarding the services and cars. Organization is concerned with the complaints of the clients and tries to improve them as soon as possible. To provide the world class facility management has to implement that kind of complaint procedure that helps the business to directly assess the problems of the customers. Management collects the feedback of the client in the organization and tries to evaluate them as per the services provided to the clients. It is the foremost duty of the organization to maintain the service quality but organization can assess the quality by collecting the feedback of the customers. For instance due to problem in the functions of the cars Toyota has recall all the cars from the market and repair that function and provide to it back to the clients. This kind of complaint procedure is followed by the organization in the market (Lingens.et.al.2015). The main motive of the organization is to provide quality services to the clients and try to improve them as per the requirement.
4.1 The role of self-assessment in order to determine Toyota’s current state of health as regards to quality
Toyota is focused to develop the health and care policy in the organization and keep the employees motivated towards the organization that management has maintain the health policy for the employees in order to protect them from any danger. Toyota is the most competent organization in the world thus business can easily identify the pros and cons of health policy of the organization. Toyota follows the health policy in the organization in order to protect the employees from the danger. Top management has regulate the health and safety policy in the organization under which all the employees are guided that in case of any danger employees should report to the manager. Health and safety regulation assists the organization to win the trust of the employees. Organization is employee centric under whish organization provides various services to the clients under which they feel protected. Management designs the health and safety policy under which management has to identify the problems of the employees (Ansmann.et.al.2013). Employees are educated about the health and safety act to the employees and aware them about their rights.
4.2 Importance of communication and record keeping
Toyota organization has vast expansion overseas and needs communication among employees and customers. The organization needs to have proper communication to meet the market advantages for business. The employees have communication to share their knowledge and skills with others to strengthen the practices and benefits in workplace. In order to sustain in market, the main head office of the organization decides the strategic plans to meet in organization and that plans are shared with all branches to align their operations with strategies. The communication helps to share the skills and expertise with other employees so that total cost and time to accomplish the task in workplace can be reduced (Watson and Howarth, 2012). Communication helps to understand the demand of employees for improvements and difficulties in work. The customer complaints and feedback also need to be support with proper accountability of business transactions and information. The organization needs communication with customers to meet satisfaction and to build market reputation. Toyota also needs to store the information and business operations related statics to determine the future strategies and opportunities (Boyd and Tucker, 2012). Record keeping is necessary to acquire the smooth processing and high transparency in operations along with proper management of resources.
4.3 Implementation of quality schemes with staff consultation
In order to implement the quality schemes in Toyota, it is necessary to consult the staff of organization. The organization may use data from the analysis of workplace practices and staff. For quality schemes, organization can clarify the vision and mission before the staff members so that operations can be aligned to long term strategies. The organization also can determine the key success factors and their effective use in scope and opportunities of organization in market. Key customer groups can be analysed and survey for their demands and expectation from the organization. Toyota can use the data from the customer feedbacks and researchers to make the strategies in favour of quality management. The technical tools and methods can be used to enhance the productivity of the organization. The quality can be measurement along with key success factors and key customer satisfaction factors so that a sustainable plan can be enforced in workplace (Eriksson.et.al.2016). The organization can monitor the strategies and practices to analyse the working of quality schemes. The resurvey of functions and demands is effective to know the acceptance of work in target market. Customer satisfaction related data can be used through the staff consultation to empower the plan for quality schemes.
4.4 System to improve service quality
Toyota cannot grow the business only with innovative and quality products. For that organization also needs to manage the customer relations in satisfactory manner along with proper follow of rules and regulation in country. The organization has compliant and queries from customers so that they must be answered in effective manner without leading degradation in business operations and objectives. The target customer satisfaction is necessary to meet the future demands and opportunities in market. Organization may enhance the services towards the customer handling and improve the implementation of rules and regulations in workplace so that quality can be enhanced without being conflict in public expectations (Alexander, 2013). Organization needs to improve services towards customer complaints and implementation of technology according to government in target country.
The study identifies the methods that help the Toyota to identify the quality of the cars in the market and also help to gain the trust of the clients. Customer satisfaction is the most important task for the organization and is help the business to gain the competitive advantage. It is the liability of the organization to win the trust of employees and clients to sustain in the market. To increase the participations of the employees in various activities of the employees management has provide various benefits to the employees. The report explains that continuous development is the policy of Toyota to retain the employees with organization.
Books and journals
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