Assessing Quality: Cost of Getting Wrong or the Benefits of Getting It Right
Student No: 1031650 BS2582 – Operations Management Assignment
Assessing Quality: Cost of getting wrong or the benefits of getting it right
Executive Summary:
This report has been written with the intention of improving Euro-Recycling Ltd’s quality management and therefore the quality of service provided. This will be essential in the future of the company as it looks to branch out in the market while also maintaining its established relationships with current customers. The first part of the report will focus on what quality means to a business and also what customers expect from businesses operating in certain markets. The consequences of bad quality and the benefits of high quality will also be examined in order to express the importance of quality management. Using these measures the current quality management methods of Euro-Recycling Ltd can be assessed and recommendations on improving these methods can be made.
Introduction:
Euro-Recycling ltd started up around 7 years ago and operates in the IT recycling and destruction industry. The business offers two main services; a collection and safe removal of unwanted IT equipment and secure onsite destruction of top secret hard drives. In all of the jobs the business has to complete the workforce will be in full view of the customer it is therefore a necessity for the quality of the job to be immaculate. Hewlett Packard are one of the businesses main customers and they define quality as (J.Golding, 1991) ‘Meeting or exceeding the needs and expectations of the customer’ and continue to define total quality management as ‘A management philosophy and an operating methodology that is completely committed to quality’. A company want to do things right; that is, they would not want to make mistakes, and would want to satisfy their customers by providing error-free goods and services which are fit for their purpose. This is giving a quality advantage to the customers. Nigel Slack states in his
Assessing Quality: Cost of getting wrong or the benefits of getting it right
Executive Summary:
This report has been written with the intention of improving Euro-Recycling Ltd’s quality management and therefore the quality of service provided. This will be essential in the future of the company as it looks to branch out in the market while also maintaining its established relationships with current customers. The first part of the report will focus on what quality means to a business and also what customers expect from businesses operating in certain markets. The consequences of bad quality and the benefits of high quality will also be examined in order to express the importance of quality management. Using these measures the current quality management methods of Euro-Recycling Ltd can be assessed and recommendations on improving these methods can be made.
Introduction:
Euro-Recycling ltd started up around 7 years ago and operates in the IT recycling and destruction industry. The business offers two main services; a collection and safe removal of unwanted IT equipment and secure onsite destruction of top secret hard drives. In all of the jobs the business has to complete the workforce will be in full view of the customer it is therefore a necessity for the quality of the job to be immaculate. Hewlett Packard are one of the businesses main customers and they define quality as (J.Golding, 1991) ‘Meeting or exceeding the needs and expectations of the customer’ and continue to define total quality management as ‘A management philosophy and an operating methodology that is completely committed to quality’. A company want to do things right; that is, they would not want to make mistakes, and would want to satisfy their customers by providing error-free goods and services which are fit for their purpose. This is giving a quality advantage to the customers. Nigel Slack states in his
Bibliography: * http://www.1000advices.com/guru/quality_tqm_14points_deming.html * (John Golding – TQC improvement project cycle workbook 1991) * (Nigel Slack – Operations Management 2004) * (Peter Finney – Euro Recycling Business Operating Systems Report, 2012)