TQM – Service quality and problem-solving tools (Part 2)

Please review the instructions carefully. It is essential that you address all the parts.

·       Read the resources.

·       Use provided and additional readings to support the discussion (Scholarly Articles only). The referencing needs to be in line with the below guidelines (Important notes section). It is essential that you discuss critically the readings you use, assess and evaluate what the authors say, compare and contrast similar and different views.

·       Critically interpret theories and apply them to real-world situations.

·       Develop persuasive arguments; discuss the evidence the authors present, bring in counterarguments, etc. This will help with the development of arguments that are logical, well-constructed and backed up with credible evidence.

·       It is important to develop new insights and integrate this into practical experience. Please avoid adding statements without explanations. (In-depth discussion of the literature)

·       Assignment Structure: Introduction needs to engage the reader; Tell the reader what the assignment is about (Introduction) and finish strongly with an effective conclusion. It is always good to explain more the underlying aspects, reasons, arguments, etc.; include ‘what-why-how’ in your discussion; etc.

·       Length:  Write 825 Words maximum

·       Reference: The Harvard system

·       Language:  English (United Kingdom) Spelling + Grammar

·       Please note that all assignments are submitted to Turnitin. Hence 0% plagiarism is of utmost importance.

Assignment 1

·       Sketch two process maps using the appropriate symbols and specify the start and end points for a process. Draw process maps for two of the following three processes:

v The purchase of a pizza by telephone ordering

v Making a successful shopping trip to a shopping mall to buy a television

v Getting prepared for going to work in the morning

·       For each process map, determine the level of detail that you think is suitable and identify the different activities and decision points.

Assignment 2

Write a brief (around 300 words) reflection on how you believe you could use process maps in your current role. I am working in the construction industry

If you have previous experience with process maps, how have you used them in the past?  Unfortunately, I do not have experience working with process maps

Introduction readings (Do not use for reference)

UKL1_KMGT_609_Week07_keyConcept

Text Book

Oakland, J. (2014) Total quality management and operational excellence. 4th ed. New York: Routledge.

·       Chapter 6, ‘Design for quality’ (pp. 101–105)

·       Chapter 10, ‘Process management’ (pp. 216–220)

·       Chapter 16, ‘Human resources management’ (pp. 348–352)

Journal

·       Quality Improvement through Team Goal Setting, Feedback, and Problem Solving.

·       Improvement of Piston Ring Quality: A Case Study.

·       Business improvement tools and techniques: a comparison across sectors and industries.

·       Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering quality service. New York: Free Press.

Search for additional source materials related to process mapping.

Citations and References:

In-Text Citations

(Longenecker et al., 1994)

(Mukhopadhyay and Nataraja, 2004)

(Oakland, 2014)

(Tickle et al., 2014)

(Zeithaml et al., 1990)

References

Longenecker, C., Scazzero, J. and Stansfield, T. (1994) Quality Improvement through Team Goal Setting, Feedback, and Problem Solving. International Journal of Quality & Reliability Management, 11 (4), pp.45-52 DOI: 10.1108/02656719410057944 (Accessed 20th February 2019).

Mukhopadhyay, C. and Nataraja (2004) Improvement of Piston Ring Quality: A Case Study. Total Quality Management & Business Excellence, 15 (1), pp.105-125 DOI: 10.1080/1478336032000149135 (Accessed 20th February 2019).

Oakland, J. (2014) Total quality management and operational excellence. 4th ed. New York: Routledge.

Tickle, M., Adebanjo, D., Mann, R. and Ojadi, F. (2014) Business improvement tools and techniques: a comparison across sectors and industries. International Journal of Production Research, 53 (2), pp.354-370 DOI: 10.1080/00207543.2014.933274 (Accessed 20th February 2019).

Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering quality service. New York: Free Press.

·       Please provide the page number next to the cited author to indicate where the text appears in the article. This allows me to verify what you are describing.

For example; (Tang et al., 2012 p.1981) or (Ali et al., 2013 p.3866-3868) or Hasani et al., (2012 p.449) elaborated that ……….

·       The guide for references is approximately one per 100-150 words.

There are real-time management and delivery of products that ensure monetary benefits to the organisation. Organisation of the warehouse provides order and neatness that brings about accurate records. Slow-moving outcomes can be avoided in situations where there is seamless inventory management (Jonsson and Mattsson, 2008 p.1810). Customer demand must be met in an organisation to have them visit the company for the same or different products on a cyclical basis. For such retention to be enhanced, inventory management must be up-to-date (Bandaru et al., 2015 p.486-487).

References

Bandaru, S., Aslam, T., Ng, A. and Deb, K. (2015) Generalized higher-level automated innovation with application to inventory management. European Journal of Operational Research, 243 (2), pp.480-496 DOI: 10.1016/j.ejor.2014.11.015 (Accessed 5th April 2018).

Jonsson, P. and Mattsson, S. (2008) Inventory management practices and their implications on perceived planning performance. International Journal of Production Research, 46 (7), pp.1787-1812 DOI: 10.1080/00207540600988071 (Accessed 5th April 2018).