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The project is to research a business or enterprise that can benefit from process and quality improvements. The business can be any manufacturing, service, retail, non-profit, government, or educational institution. It is preferable that research is done by direct interviewing of company personnel or obtaining/researching current information about a company; however researching previously-published case studies of companies (with properly cited references) is an acceptable alternate. The following must be included as a minimum:
1. An objective description of a problem (or problems) that the company experiences, and the effects of the problem. Examples include, Domino’s Pizza experiences a high rate of complaints related to the delivery time of its pizzas. Many customers have decided to order pizzas from the local competitor; Bay Area Sheet Metal costs are rising because of the number of times that our sheet metal formers have to rework the products. This results in
lower profits for the company.
2. The project is to utilize as many pertinent concepts, tools, and methods that have been discussed and learned in this class to define, measure, analyze the causes or source of the problem, and improve the process involved in the problem. For example, one of the first steps would be to develop a flow chart of the delivery process (in the Domino’s Pizza example above).
3.Quantitative data of some type needs to be included either actual or estimated.
4. A specific recommendation for improving the process must be provided, including proposed implementation steps. The recommendation should include estimated improvements that would be made if recommendations were followed, and a summary of the before-and-after measurements (estimated) of the problem.
5. If research was based on a case study, the project must determine an alternate solution to the one described in the case study.
6. The paper and presentation should be structured with an introduction to the company, an introduction of the problem, a discussion of the TQM improvement process used, and a summary/conclusion.
7. Grading will be based on content (analysis of the problem, effective selection and use of TQM tools and methods 70%), support of content (use of graphs, charts 20%).
you can use only those types of charts:
1. Run Chart shows change over time
2. Control Chart run chart with statistical control limits
3. Pareto Chart identifies key problem areas
4. Fishbone Diagram helps identify root cause And here is an example of the Elements and Methods of TQM:
1st Component: Technical Side:
– Scientific approach
– Continuous process improvement
2nd Component: People Side:
– Teamwork
– Education and training
– Employee empowerment and involvement; freedom through control
3rd Component: Strategic Side:
– Obsession with quality
– Long term commitment
– Unity of purpose
4th Component (Home Base): External Customer:
– Customer focus
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