Juran. Quality Planning for the Taurus Case Example Ford Motor Company\'s planni
ID: 362595 • Letter: J
Question
Juran. Quality Planning for theTaurus Case Example Ford Motor Company's planning for the Taurus model of automobile is a goodexample of following the quality planning road map (Veraldi, 1985)
PROBLEMS 5.1. In the explanation of the Taurus case, examples were given to illustrate each step in the planning road map, e.g. five customers were listed. For each step in the planning road map, give two new examples. The examples may apply to any product or service Quality by Design to Increase Sales 179 Activities Main Outputs Define the opportunity List of customers and quality goals Discover customers' needs List of customers' needs Design the product Product designs Develop process and controls + Process and controls designs Deliver results Product in customer's hands FIGURE Ss Quality planning road map. (From Juran Institute, 2013.)Explanation / Answer
Step 1 - Defining the opportunity - List of customers and quality goals.
(a) For an educations service provider, the customer is a school going pupil. The quality goals are to resolve his / her doubts by providing him quality education so as to help get him / her good grades and enhance the knowledge.
(b) For a Heart Hospital the patients are customers. The quality goals are to provide top class healthcare facility to them and make the quality of their life better by providng appropriate, timely and cost effective treatment.
Step 2- Discover customers' needs - List of customers' needs.
(a) For a commutor motorbike customer, the product should be fuel efficient, safe to ride, durable, reliable and value for money.
(b) For a customer of sportsbike, the product should be powerful, swanky, safe, convenient to ride and reliable.
Step 3- Design the product -
(a) A meeting room table should have ample space, good aesthetics, durability, maitainability, finishing and attractiveness.
(b) A Highway tourer bike should be comfortable to sit ( posture), should have good suspension, aerodynamic design, Easy access to controls and sturdy chassis.
Step 4- Develop Process and Controls
(a) Before starting a bakery, one must have on hand the standard operating procedures, training of safety measures to the workers, quality control systems, merchandise display area, customer waiting space and billing systems, and customer relationship management systems.
(c) In a toy manufacturing facility, the systems for sourcing, manufacturing, process control, quality control, safety measures, packing, distribution, customer relationship management should be in place beforehand.
Step 5 - Deliver results
(a) The response to a newly lauched car should be closely monitored by visitor responses and opinions at the selling point, customer feedback, complaints, user ratings, trends of advance bookings etc.
(b) A new home spa and beauty therapy service can be assessed for quality, punctuality, value for the customers and cost effectiveness by analyzing the customers' response through feedback and ratings, complaints, repeat orders, referrals, growth rate etc.
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