Thanks THE FERSTAHL CASE You are quality manager for FERSTAHL, a commercial foun
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Thanks THE FERSTAHL CASE You are quality manager for FERSTAHL, a commercial foundry. The company makes castings to customer order The product is mostly sand castings. FERSTAHL has the usual departmental setup for production: pattern shop, core room, molding, and cleaning. You are responsible formaterials control, process surveillance, final inspection, and the test laboratory. · Recently, the sales manager returned from a field trip He reported the loss of two customers, one an important account, due to poor quality--porous and hard castings. discussed in the general manager 's office, both you and the plant manager had some explaining to do. When this was One of the questions which came up was that of the quality attitude of the work Eorce and supervisors This produced divergent views among the managers a. The plant manager: had to be strict on issuing warnings and applying penalties. b. The personnel manager: I get a lot of feedback that we don't maintain our tools, processes, and instruments. The workers say they have quit telling their supervisors about these problems because nothing is done about them. C. The purchasing agent: Someone came in here last month trying to sel1 a poster service for stimulating people to do a better quality job. Th salesperson claimed that the companies have gotten wonderful results by using the service. d. The marketing manager: These fellows should be made to realize that, if we can't sell the product, they won't have jobs Why don't we show them the customers' rejects or the customers' letters saying we have lost the account, along with telling them how many people will be out of a job because of poor quality? e. The controler: You pay less money when people produce less Why not pay less money when their quality is poor? I incentives work for quantity, they should work for quality E The engineering so that human error doesn'tenter into it. appropriation, we could provide automatic controls Eor many steps that are now up to human judgment and mistake. The workers couldn't care less. We have :We need to error proof the process If we had the The genel manager turned to you: "We don't seem to be getting anywhere. You're supposed to be the expert on quality you've said is that the problem is much deeper than e realize and that there is no quick solution. I would go for a slow solution if it sounded convincing . proposal a month from now." A11 Suppose you work up a Problem: What do you plan to do? -76-Explanation / Answer
THE FERSTAHL CASE
You are quality manager for FERSTAHL, a commercial foundry. The
Company makes castings to customer order. The product is mostly
Sand castings. FERSTAHL has the usual departmental setup for
Production: pattern shop, core room, molding, and cleaning. You
Are responsible for materials control, process survilllance, final inspection, and the test laboratory.
Recently, the sales manager returned from a field trip. He reported the loss of two customers, one an importnant account, due to poor quality – porous and hard castings. When this was discussed in the general managers office, Both you and the plant manager had some explaining to do.
One of the questions which came up was that of the quality
Attitude of the work force and supervisors. This produced
Divergent views among the managers:
Had to be strict on issuing warnings and applying penalties.
Maintain our tools , processes, and instruments. The workers say they have quit telling their supervisors aout these problems because nothing is done about them.
To sell a poster service for stimulating people to do a better quality job. The salesperson claimed that the companies have gotten wonderful results by using the service.
Realize that, if we can’t sell the product, they won’t have jobs.
Why don’t we show them the customers’ rejects or the customers’
Letters saying we have lost the account, along with telling them
How many people will be out of a job because of poor quality ?
Why not pay less money when their quality is poor? If incentives
Work for quantity, they should work for quantity.
The engineering manager: We need to error proof the process so that
The human error doesn’t enter into it. If we had the apropriation
We could provide automatic control for many steps that are now upto
Human judgement and mistake.
The general manager turned to you: “ We don’t seem to be getting
Anywhere. You are supposed to be expert on quality. All you have said is that
The problem is much deeper than we realize and that there is no quick solution.
I would go for slow solution if it sounded convincing. Supoose you work up a personal
A month from now.”
Problem : What do you plan to do ?
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