(1) Explain the value of using a quality award to drive quality improvement effo
ID: 349800 • Letter: #
Question
(1) Explain the value of using a quality award to drive quality improvement efforts at an organization or a supplier. Why do you think quality awards are not more well-known? How might organizations use quality awards to improve customer perception of quality? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable.
(2) Compare Deming’s Theory of Profound Knowledge and Crosby’s Absolutes of Quality Management. Do these theories conflict or complement each other? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable.
Explanation / Answer
1) Quality awards are beneficial to individuals as well as the organizations. They not only motivate employees to perform better but also create a lasting impression on them by reshaping their thinking and behavior towards quality work.
At an organization level, quality awards hold substantial benefit internally as well externally since they showcase an organizations commitment level towards quality of product or service. Quality awards if external are based on certain set parameters and principles with clear guidelines to identify quality work. Any achievement at such level can give a boost to an organizations reputation and perception amongst its customers.
Quality awards are less known since they require a substantial amount of resources in terms of cash and manpower to organize and execute these awards. Secondly, since the award is handed out to a single top performing organization, the other organizations who are also good in terms of quality may miss out. The confidentiality of the data from these awards also create doubts amongst stakeholders.
Quality awards indicate a certain level of achievement made by the company about its products and services. The quality good and/or services are themselves a proof of an organizations efforts. However, quality awards achievements must be announced publicly and scores shared to let the customers compare organizations performance with that of others in the market. Organizations can even thank its customers for having trust in their product or service and provide further assurance to continuously improve and meet their expectations.
2) Prof. Deming’s theory is based on four inter related components which complement each other to accomplish the aim of quality. Knowledge of all these four components is essential for achieving quality. They are as follows:
Appreciation of a system
Theory of knowledge
The psychology of change
Knowledge about variation
Crosby defined Four Absolutes of Quality Management, which are
The First Absolute: The definition of quality is conformance to requirements
The Next Absolute: The system of quality is prevention
The Third Absolute: The performance standard is zero defects
The Final Absolute: The measurement of quality is the price of non-conformance
Based on the above components, the following comparisons can be made between the two theories:
Both the theories propose similar objective, however, the individuality of the two programs are different considering the approach of achieving the objective of quality improvement.
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