Analyze and determine the root causes of the defects.

Prompt: Read “FedEx: Managing Quality Day and Night,” on pages 22 and 23 of your textbook, and watch this video. Carefully review the material and then respond to these prompts with sufficient detail:

 Explain how FedEx has incorporated total quality management (TQM) into its overall business strategy. Identify the benefit of taking this approach toward quality. Provide specific examples from the case study, the video, or your own research to support your response.

 Describe the quality culture within FedEx. Explain how FedEx can use its quality culture as a competitive advantage.

 Review Deming’s 14 Points for Management. Based on the case study, the video, or your own research, explain which two of Deming’s points FedEx

embodies the most. Be sure to provide specific information about FedEx to support your response.

Requirements of Submission: The case study assignments must follow these formatting guidelines: double spacing, 12-point Times New Roman font, and one- inch margins. Each case study should be one to two pages in length. Include at least two sources of research and follow APA guidelines for citations and references.

****** Video … Youtube ******

14 points for Management https://www.deming.org/theman/theories/fourteenpoints

Case Study 2

Prompt: Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will focus on the four components of customer-relationship management that are essential in total quality management. This case study will examine your viewpoint as the customer and put you in the seat of the quality manager.

1. Complaint Resolution. Provide two to three sentences for each viewpoint.

Customer Viewpoint: Explain the nature of the quality issue for your service or product and provide a description of how you went about

addressing your quality complaint with the service provider or product manufacturer. Were you satisfied with how your complaint was handled?

Quality Manager Viewpoint: Explain why complaints or defects should be viewed as a good thing from a company standpoint.

2. Feedback. Provide two to three sentences for each viewpoint.

Customer Viewpoint: What type of feedback did you get from the service provider or product manufacturer? Were you asked, or did you participate in any type of solicited customer feedback such as a survey?

Quality Manager Viewpoint: Explain the benefit of using customer feedback to improve the company’s customer service and quality. Explain which customer feedback tool you believe would provide the most benefit for your company.

3. Guarantees. Provide two to three sentences for each viewpoint.

Customer Viewpoint: What type of guarantee did you receive based on your quality issue? Was the guarantee consistent with the five elements

of an effective guarantee? Please explain why or why not.

Quality Manager Viewpoint: Explain the importance of having an effective guarantee policy from a marketing and quality standpoint. 4. Corrective Action. Provide two to three sentences for each viewpoint.

Quality Manager Viewpoint: Based on the quality issue presented in this case study, you have been asked to lead a team to improve the process and implement a corrective action. Your thoughts and reasoning can be hypothetical for this aspect of the case study. You are encouraged to do research to determine elements of an effective corrective action.

 Provide an explanation for what happened for the quality issue to occur.

 Describe the steps you would take to resolve the quality issue so it does not occur again.

Requirements of Submission: The case study assignments must follow these formatting guidelines: double spacing, 12-point Times New Roman font, and one- inch margins. Each case study should be one to two pages in length. Include at least two sources of research and follow APA guidelines for citations and references.

Case Study 3

Prompt: For this case study, you can use the process improvement example that you addressed in the Module Five discussion, or you can choose to select a different process for this case study. This case study will ask you to use the DMAIC process for your process improvement project.

The basis of this case study will follow Table 13-2 in your textbook (as described by Free Quality), the Six Sigma process, DMAIC:

 Define the project goals and customer (internal and external) deliverables.

 Measure the process to determine current performance.

 Analyze and determine the root causes of the defects.

 Improve the process by eliminating defects.

 Control future process performance.

Provide at least one paragraph for each DMAIC step as noted above. Be creative and apply research, course concepts, tools, and techniques to help improve your

process.

Requirements of Submission: The case study assignments must follow these formatting guidelines: double spacing, 12-point Times New Roman font, and one- inch margins. Each case study should be one to two pages in length. Include at least two sources of research and follow APA guidelines for citations and references.

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