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Total Quality Management Essay

1394 words - 6 pages

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Bachelor of Business Administration (BBA)

TQM (TOTAL QUALITY MANAGEMENT) ASSIGNMENT

Assessment Task

I have been appointed been appointed as the quality Manager of Clear Reflections which is an organisation that assembles household mirrors and frames sold to arrange of mirror shops in ken. The following statement has been issued by the director of the organisation;

A frequently used definition of quality is delighting the customers by fully meeting their needs and expectations. These may include performance, appearance, availability, delivery, reliability and maintainability.

As the newly appointed manager, i have been requested to write a concise report ...view middle of the document...

Large or small, we are sure our suppliers and customers would be able to find the perfect mirror in our collection.

We can rightly take pride in being one of the leading quality mirror specialist. Our reputation is reflected in the quality and affordability of our products. We constantly strive for the best in customer service and support by ensuring we receive feedback on our products and services which has been nothing short of 100%.

If our customers are not happy, we are not happy.

QUALITY CONTROL

Clear reflections are all about reflecting the quality of our mirrors and its production process. Our mirrors are made to the highest standard. Some of our competition purchase their mirror from factories based on price. But the reason why we have been more successful is because of the quality and durability of our mirror and frames.

Clear reflection’s standard is a layer of brilliant silver on clear float glass, protected by a second very thin layer of copper. These layers are then further protected by two coats of backing paint; the outer coat is lead free. Upon request customers may ask for a copper free protective layer. In each case both coats of backing paint is lead free. Whichever protective layer system is used, the coatings will provide the necessary protection of the silvering for long lasting performance.

We have dealt with different manufacturers in the past but am glad to say that we now have dedicated factories manufacturing our mirrors and frames to our own high standard. Our mirrors and frames are made of thick wood and panels which are black painted. They are made to look good and most importantly strong and sturdy. We also ensure that our frames are made correctly by using strong materials to avoid it being flimsy and unsteady.

Clear reflections operate a very strict quality standard. All our mirrors are checked 3 times before our customers receive it. It is checked at the factory prior to dispatch, we then quality check it prior to loading our vans to ensure that it is in perfect condition and finally we check it in front of our customers upon delivery to make sure they are completely happy with the product quality. In the unlikely event that they are not happy with the mirror, then we will happily take it back and replace immediately or give them a refund. We don’t want the hassle of sending things back and waiting in again for replacements. This cost everybody time and us money. We continue to strive to get it right the first time. This way our customers are happy and will come back for more.

EMPLOYMENT AND STAFF TRAINING

We at clear reflections always strive to employ the very best people or staff to ensure that our products are also made and assembled to the highest quality. By employing the right people with the right skills in order to reduce cost; we do not have a training system in place to train and employ unskilled workers. We only employ fully skilled framing specialist who have undergone a...

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