Republic of the Philippines
UNIVERSITY OF EASTERN PHILIPPINES
University Town, Northern Samar, Philippines
OPERATIONAL MANAGEMENT
BURAC, TERESA G. (202690)
BSBA- HUMAN RESOURCE MANAGEMENT- 3RD YEAR
PINK- ASSESSMENT 8 (MODULE 8)
PROF. JINKY TAFALLA
MODULE 8
INTRODUCTION TO QUALITY
1. Use the dimensional quality to describe typical characteristics of these products and
services:
a. A television set
Performance – on/off, sound, color, and picture
Aesthetics – shiny black hard cabinet.
Special features – remote control, insert picture, stereo sound, and connection to
internet
Conformance – conforms to design specifications for size, pixels, etc.
Safety – it is UL approved and also all the parts is brand new.
Reliability – infrequency of breakdowns and repair work.
Durability – useful life in terms of time and use.
b. A restaurant meal (product)
Performance – taste, smell, color, and arrangement of food
Aesthetics – looks appetizing and have a good smell
Special features – the atmosphere, music, desserts and drinks.
Conformance –. Meets or exceed our expectation
Safety – sanitary handling
Reliability – consistently excellent day after day
c. A restaurant meal (service)
Performance – friendly, courteous, appreciative, and have knowledge about food
and drinks.
Aesthetics – clean uniforms
Special features – extra-service, knowledge of customer- likes, dislikes, and special
day, and makes customer feel special.
Conformance –. Meets or exceed our expectation
Safety – careful in serving with hot beverages, and carrying loads of dishes
Reliability – consistently excellent day after day
d. Painting a house
Performance – neatness, cleanliness, appearance, and reasonable
Aesthetics – appearance of completed work
Special features – knowledge of colors, minor repairs, suggestion, and knowledge
to the pain.
Conformance –. Meets or exceeds our expectations
Safety – careful with ladders, tools, and paints
Reliability – consistently excellent job after job
Durability – length of time it lasts and look good
2. How does modern quality differ from the “inspection” approach?
 Quality control is a modern approach towards quality which focuses on defect
prevention rather than segregation. It dual responsibilities of ensuring
conformance to requirements and preventing defects. While, inspection is when
someone external from the situation or company comes in for an inspection of
processes, outcomes or products to ensure that specific criteria are met in terms
of predefined requirements.
3. Why is it important for global businesses to have ISO 9000 certification?
 ISO 9000 is a set international standards on quality management. The
International Organization for Standardization (ISO) is important for global
businesses because it promotes worldwide standards that will improve
efficiency, and productivity. ISO 9000 is a quality management standard that
presents guidelines intended to increase business efficiency and customer
satisfaction. The goal of ISO 9000 is to embed a quality management system
within an organization, increasing productivity, reducing unnecessary cost, and
ensuring quality of processes and products.
4. Briefly explain how a company can achieve lower production cost by improving
quality of its products or services.
 Quality management emphasizes preventing mistakes or correcting them after
they occur. There is a direct trade-off between investment if quality programs
and between investments in failure cost. If the quality is poor, the failure cost
will be high. Productivity can be harmed significantly due to having to rework
defective parts. The emphasis on quality can lead to a significant reduction of
both internal and external failure cost, thereby reducing production cost for the
company. In addition, a company can also achieve a lower cost of production
by getting most from limited resources such as from the typed of equip and
available staff.
5. Briefly explain the dimension of quality.

The dimension of quality help producers to meet these expectations. It is
strategic management tool that can be used as a framework to analyze
characteristics of quality.
1. Performance – performance has to do with the expected operating
characteristics of a product or service.
2. Aesthetics – This is all about the way a product or service looks, feels, taste,
smells, or sound.
3. Special Features – such features’ are the extras of a product or service and
complement its basic functioning.
4. Conformance – this is about to what extent the product or service conforms
to the specifications.
5. Safety – the possibility of harm or injury
6. Reliability – the degree of dependability and trustworthiness of the benefit
of the product for a long period of time.
7. Durability – The dimension durability is about how long a product will last
or perform and under what conditions it will perform.
Republic of the Philippines
UNIVERSITY OF EASTERN PHILIPPINES
University Town, Northern Samar, Philippines
OPERATIONAL MANAGEMENT
BURAC, TERESA G. (202690)
BSBA- HUMAN RESOURCE MANAGEMENT- 3RD YEAR
PINK- ASSESSMENT 8 (MODULE 8)
PROF. JINKY TAFALLA
MODULE 9
QUALITY CONTROL
Assessment 9:
Instruction II. Click this link https://youtu.be/QEzWj8s5cXs and watch the video. Make a
narrative report about the contents of the video and connect them to the theories you have
learned from Module 9.

In the video presentation it emphasize the benefits of smart QC to the production system
of the organization. Quality control is a guideline intended to ensure that a
manufactured product or performed service adheres to a defined set of quality criteria
or meets the requirements of client or customers. Smart QC offers a complete set of
solutions to assists manufacturing company towards into global industry. With the high
market competition, Manufacturer Company must create a high quality with low
operation cost. It also forms the basis of an efficient business that minimizes waste and
operates at high level of productivity. These form the norm of manufacturing operations
to generate large amounts of data, which are used for analysis. Therefore, help to
optimize the quality of manufacturing operations. Smart QC is made to be flexible to
do system configuration according to various industry. Therefore, to address the
challenge data reliability, the sensors, actuators, and instruments used at various
manufacturing process. The smart QC help the company to generate the return of
investment such as the cost production, high product quality, and satisfaction of the
consumers.
Instruction II. Click this link https://youtu.be/Ey4MqC7Kp7g and watch the video. Give the
kinds of “Inspection” mentioned in the video and elaborate further its importance in the
manufacturing companies.

The most crucial step in producing high-quality items is inspection and quality control.
By inspecting the product during various phases of manufacture, inspection and quality
control ensure the product meets the required standards of quality. Inspection is the
process of determining if a product performs a specific function that is required after
manufacturing. Inspection, or checking-in the acceptability of a made product, is the
process of comparing a product's attributes with the standard product while it is being
manufactured. Inspection is crucial because it distinguishes between defective and nondefective components, allowing for the maintenance of adequate quality. Inspections
find process or raw material flaws that would otherwise result in issues at the very end.
It keeps damaged semi-finished goods from being worked on further and makes the
product more cost-effective.
Kinds of Inspection
 Revolving process, patrolling or floor inspection- In this kind of inspection, the
inspector moves from machine to machine, inspecting samples of the work
produced by diverse personnel and machines. Errors are discovered during the
process and before the finished product is ready thanks to the rotating
examination. It is more efficient and eliminates the need to transfer the goods
to a different department for inspection.
 Fixed inspection- When tools and equipment cannot be transported to the
workplace, it is utilized to detect defects after the job has been finished. In this
instance, employees carried the sample to the center of the workplace every so
often to inspect the quality. Fixed inspection has the advantages of requiring
fewer inspectors and preventing contact between workers and inspectors.
 Key-point inspection- A crucial step is the production stage after which it
necessitates an expensive operation or it might not be reworkable. Each step of
the production process for a product has a stopping point. Key inspection areas
distinguish defective products from those that can continue to be processed.
Therefore, avoid wasting money on those inferior products further. It lowers
the production cost.
 Final Inspection –Before delivery, the inspector examines the product's
performance and appearance. The final step of inspection assures that the
product should pass the x-ray radiography, ultrasonic inspection, etc. This sort
of checking comprises destructive and non-destructive testing such as tensile
testing, impact testing, fatigue testing, etc.
Republic of the Philippines
UNIVERSITY OF EASTERN PHILIPPINES
University Town, Northern Samar, Philippines
OPERATIONAL MANAGEMENT
BURAC, TERESA G. (202690)
BSBA- HUMAN RESOURCE MANAGEMENT- 3RD YEAR
PINK- ASSESSMENT 8 (MODULE 8)
PROF. JINKY TAFALLA
MODULE 10
TOTAL QUALITY MANAGEMENT
Assessment 10: Case Study Analysis
Case Study Analysis Instruction. Read comprehensively the total quality management
(TQM) practices of Starbucks café and analyze thoroughly how they’ve been successful for a
very long time with their business. Pinpoint some details and/or information in the case study
that truly identify its implementation or significant contribution to TQM on the theories that
you have learned from Module 10. Possibly, you may add up some of your stock knowledge
from day 1 of your journey in Operations Management starting from Module 1-9, which you
can include or incorporate with your analysis.

The key operations requirements for Starbucks café to achieve excellence in the quality
management includes may be maintaining high levels of product and service quality.
The rising levels of competition in the coffee industry has fuelled the level of client’s
expectations on product fleshiness and quality. From the operations assessment, it is
evident that Starbucks has a robust and highly efficient quality management system
which incorporate best management approaches and practices in its operations.
Through the logistics and distribution analysis, Starbucks has far reaching distribution
channels that helps in reducing redundancy as well as maximizing business operations
efficiency. Starbucks has a fine quality control process which helps in delivering high
quality products and services to its devoted customers. The products offered are
exclusively customer driven and are normally produced based on clients tastes and
preferences thus attracting customers to purchase the products. In order to achieve
produce high quality products, Starbucks incorporate a wide range of initiatives
including checking on the quality measures involved the production of coffee beans
from the farms.