8/21/2019 Sean Burke Case Study 2

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Sean Burke11039386MGMT 5Due: 5/18/10

Cranston Nissan Case studyAnser t!e "o##oin$ %uestions "ro& t!e 'ers'e(ti)e o" T*M

1+ Cate$ori,e t!e %ua#ity 'ro-#e&s in t!is (ase.

*ua#ity is dened as t!e re#ia-i#ity dura-i#ity ser)i(ea-i#ity and

de'enda-i#ity o" 'rodu(ts and ser)i(es and a#so as tness "or use. Ste)e

 a(kson2s -ody s!o' did not dis'#ay any o" t!ese (!ara(teristi(s -ut instead

s!oed t!e o''osite. t did not !a)e an u''er or #oer (ontro# #i&it set

ot!erise it ou#d rea#i,e t!at %ua#ity as -e#o t!eir (ontro# #i&it and t!ey

ou#d stri)e to i&'ro)e %ua#ity. ts o-4e(ti)e s!ou#d !a)e -ee to re'air t!e

rust da&a$e in an e(ient and ee(ti)e &anner -ut it instead (reated &ore

'ro-#e&s and de&onstrated 'oor %ua#ity. T!is is a 'ro-#e& it! e(ien(y

-e(ause instead o" 7in$ one 'ro-#e& t!e (reated &ore !i(! t!ey !ad to

7 o)er a #on$ 'eriod o" ti&e. T!ere as a#so t!e 'ro-#e& o" in)entory -ein$

out o" sto(k. T!e re'air s!o' s!ou#d !a)e used t!e e(ono&i( order %uantity

to ensure t!ey are a#ays in sto(k !en t!e (usto&er needs a 'art instead

o" aitin$ 3 days to order t!e 'art.

+ !at are t!e 'ro-a-#e (auses o" so &any &is!a's

 T!is is a (ause o" not i&'#e&entin$ Tota# *ua#ity Mana$e&ent. ;ro& t!e

'ers'e(ti)e o" Tota# *ua#ity Mana$e&ent t!e %ua#ity 'ro-#e&s (an -e

-roken don into )e key e#e&ents:

8/21/2019 Sean Burke Case Study 2

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Sean Burke11039386MGMT 5Due: 5/18/10

i&'ro)e&ent a#so knon as t!e kai,en. T!e

8/21/2019 Sean Burke Case Study 2

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Sean Burke11039386MGMT 5Due: 5/18/10

 a(kson s!ou#d i&&ediate#y (o&'ensate t!e (usto&er "or !is trou-#es i" !e

e7'e(ts to !a)e Sa& Mona!an as a (usto&er in !is s!o' a$ain. Sa& i##

!o'e"u##y s'read a 'ositi)e ord o" &out! i" a(kson (an (o&'ensate "or

Sa&2s "rustration. n t!e #on$@ter& a(kson2s $oa#s s!ou#d -e to reen$ineer

!is (urrent %ua#ity &ana$e&ent and ai& "or a Si7@Si$&a %ua#ity ser)i(e. T!is

i## ensure t!at t!e 'ro'er %ua#ity i## -e i&'#e&ented in t!e "uture and t!at

on#y 3. (ars 'er e)ery &i##ion i## -e de"e(ti)e or ine(ient to re'air. To do

t!is !e ou#d need to 'rodu(e a %ua#ity (ontro# (!art to deter&ine !et!er

t!e (urrent 'ro(ess is #a(kin$ 'er"or&an(e or i&'ro)in$ 'er"or&an(e. T!en

!e ou#d need to i&'#e&ent a (ontinuous 'ro(ess i&'ro)e&ent to

reen$ineer !is ser)i(e and deter&ine !ere t!e 'ro-#e&s (an -e e#i&inated.

e s!ou#d t!en train !is orkers to i&'ro)e t!eir ork standard and $et t!eir

ork done &ore e(ient#y !i#e &aintainin$ %ua#ity ser)i(e. T!e orkers

(ou#d t!en ork at ee(ti)e (a'a(ity instead o" desi$n (a'a(ity to $et t!eir

ork done in an ee(ti)e &anner.