Essay on the Total Quality Management

Question 1

a): The ISO 9001:2015 has established risk-based thinking. The standard has developed risk-based thinking as an approach that must be incorporated into the quality management system of the corporation. The corporations now can develop risk-based thinking through evaluating risk when they are establishing controls, processes & improvements within QMS. In the previous ISO standard versions, the corporation considers risk as a single component and take preventive action of the risk. The latest standard has helped the organization to consider risk in its planning processes so that the level of risk can be mitigated up to a lot of extents.

b): The risk-based thinking has made today's corporations proactive which encourages continuous improvement. When the corporations consider risk in their planning process than the chances of errors reduces up to a lot of extents. The risk-based thinking allows the corporation to establish processes and control in such a way that the risk should be incorporated in these processes and controls. If the quality management system of the corporations implemented on a risk-based thinking approach than the corporations can continuously improve their operations and can achieve their desired goals. Continuous improvement is essential for the success and growth of the organizations (Kiran, 2016).

Question 2:

As there are many complaints regarding the quality of the speed instrument panel the corporation will have to analyze the cause of poor quality. Several quality control tools can be utilized for identifying the causes of defects in the speed instrument panel. The tools which are used for analyzing the defects in the speed instrument panel include cause and effect diagram, flow chart, and checklists. These quality control tools provide brief information about reasons which are causing quality issues in the products. The first instrument which the team is going to utilize for improving the quality of the product is the checklist. Through the checklist, the team makes sure that the product follows all the steps of production and after production, the quality test will be done to check the quality of the product (Spender, 2014).

The team will utilize the cause and effect diagram to identify the cause of defects in the product. The cause and effect diagram is a great tool for analyzing the root cause of the problem. Another tool that the team will use is the flow diagram. The flow diagram provides detailed information regarding the steps which are involved in the production process. Through the diagram, those steps can be identified where the organization needs to improve its quality or where quality issues are occurring (Kiran, 2016).

Question 4

a): The SERVQUAL model can be described as a research instrument that is utilized by the researchers to evaluate consumer perception and anticipations regarding the quality of service. The SERVQUAL model focuses on five dimensions that represent the quality of service. The SERVQUAL model is utilized in qualitative researches. As the researchers want to understand customer satisfaction the SERVQUAL survey is performed so that detailed information about customer satisfaction can be gathered. Through this approach detailed information regarding the service, quality can be gathered and consider an exceptional approach for collecting qualitative data (H., 2011).

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