MGMT 09040: We saw a perceived gap between customers perceptions and expectations: Quality Management Assignment, UWS, Ireland
| University | University of West Scotland (UWS) |
| Subject | MGMT 09040: Quality Management |
Question 1. In this article we saw a perceived gap between customers perceptions and expectations. Can you outline these gaps and suggest how they could have been diagnosed more effectively?
Question 2. What steps lead towards conformance to specifications? How are these implemented and who is responsible for them?
Question 3. Statistical Process Control (SPC) was used in the study but not
necessarily used effectively. How can SPC help quality planning and control activities, and avoid companies slipping out of control as happened here? How does the organization ensure this is used effectively?
Question 4. How would a quality management system have supported the Preston Plant in avoiding the crisis that they found themselves in? Use your preferred ISO standard (ISO 9001, ISO 13485, ISO 17025, ISO 22000) to support your answer.
Question 5. Describe how the leadership team managed themselves out of the crisis using the Quality Management Principles.
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