THE FERSTAHL CASE commercial foundry. The mostly You are quality manager for FER
ID: 390373 • Letter: T
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THE FERSTAHL CASE commercial foundry. The mostly You are quality manager for FERSTAHLa company makes castings to customer or sand castings production: pattern shop, core oo are responsible for materlals control, proces inal inspection, and the test laboratory order. The product s ERSTAHL has the usual departments . You room, molding, and cleaning Recently, the sales manager returned from a eported the loss of two customers to poor quality--porous and hard castings fieid er s,one an important account, due When this was sed in the general manager's office, both you and the manager had some explaining to do. One of the questions which came up was that of the qualit attitude of the vork force and supervisors. This produced divergent views among the managers: The nlant manager : The workers couldn't care less. We have had to b e strict on issuing warnings and applying penaltie the pexsonnel manager: I get a lot of feedback that we don't maintain our tools , processes, and instruments. The workers say hey have quit telling their supervisors about these problems because nothing is done abo ut them Someone came in here last month trying to sell a poster service for stimulating people to do a quality job gotten wonderful results by using the service The salesperson claimed that the companies have ng manacer I 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 custome letters saying we have lost the account, along wit how many people will be out of a job because of poor quality e. The controller: You pay less money when people produce less. Why not pay less money when their quality is poor? If incentives work for quantity, they should work for quality E. The engineering manag so that human error doesn't enter into it appropriation, we could provide automatic controls for many steps that are now up to human judgment and mistake. h telling them eWe need to exror proof the process If we had the The general manager turned to you: "e don't seem to be anywhere. you've s and that there is no quick solution solution if it sounded convincing. proposal a month from now." You're supposed to be the expert on quality aid is that the problem is much deeper than we realize . I would go Eor a slow Suppose you work up a Problem: What do you plan to do?Explanation / Answer
After listening to the views of the managers from different departments, it is clear that problems exist in all the departments. Being the quality manager, it is a responsibility to maintain good quality products and services and therefore, I would have focused upon quality management seriously.
I would call for a meeting with all the managers of the concerned departments and others concerned, to detect where the problem lies.
Once a defected product is detected, I would send it for examination to find out the cause, so that the mistake is not repeated again, and if required, upgrade to the latest tools, processes, and instruments. For better quality processing, the laboratory department should adopt the latest technology for inspection of the samples for quality check.
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