Question 1
Explain and discuss what a system is and how we can model systems, including quality
management systems. Introduce the object-oriented, layered quality management system /
process model. What are the interacting objects, layers, inputs, outputs, controls and
resources. How does a multi-layer quality process model help engineering management to
assure high quality in any organization?
Well systems may be defined as the bringing together of the components that normally interact
as one to achieve a common purpose. Quality management is one of the biggest for systems that
are normally utilized in Our drone making company.
The object-oriented, layered quality management system or process model are normally methods
or ways of modeling quality management systems. This model is composed of four layers:
objects, inputs, outputs, and controls. The objects layer consists of the components of the system
that are directly involved in production. This includes people, machines, and materials. The
inputs layer includes the resources that are necessary for the system to function i.e. the material
for making the body parts, such as raw materials, energy, and information. The outputs layer
consists of the final product that are produced by this system. Finally, the controls layer is
composed of the procedures and processes that ensure that the system is functioning properly.
The multi-layer quality process model is an engineering management that assures high quality
in any industry by providing a more structured view of the system. This model allows managers
to identify potential problems and take corrective action before they become serious. It also
allows managers to identify areas where improvements can be made and to track progress over a
period time. By using this model, engineering managers can ensure that the organization is
meeting quality.
Questions 2
Discuss product innovation process models for customer retention.
Customer retention is the process of keeping customers engaged and loyal to a company or
product. It involves creating a positive customer experience, providing excellent customer
service, and developing relationships with customers. It is the goal of customer retention to
reduce customer churn and increase customer loyalty.
This involves a number of customer retention strategies as listed below
1. Setting customer expectations. This is an important customer retention method that
involves setting realistic expectations for customers about the products and services they
are purchasing. This helps to ensure that customers are satisfied with the outcome of their
purchase and are more likely to remain loyal to the company. Setting customer
expectations involves communicating clearly with customers about the features and
benefits of the product or service, as well as any potential risks associated with it.
Additionally, it is important to provide customers with accurate information about
delivery times, return policies, and any other details related to the purchase
2.
Building trust through relationships is a customer retention method that focuses on
creating strong, lasting relationships with customers. This method involves providing
customers with personalized experiences, being responsive to their needs, and being
transparent and honest with them. It also involves providing customers with quality
products and services and being available to answer their questions and address their
concerns. By building trust with customers, businesses can create loyalty and increase
customer retention.
3. Go Above and Beyond
Go above and beyond as a customer retention method means providing exceptional customer
service that goes beyond what is expected. This could include offering personalized customer
service, providing timely responses to customer inquiries, going the extra mile to ensure
customer satisfaction, and providing added value to customers through discounts or offering
incentives.
( image: catapult e.t 2012)
Question 3
Discuss quality partnering and strategic alliance process models. How is your company
doing this?
This is a collaborative approach to business relationships that focuses on mutual trust, respect,
and open communication. It is based on the idea that a successful partnership between two or
more organizations is based on a shared commitment to quality and a willingness to work
together to achieve common goals.
In our Company we use a couple of strategies to accomplish quality partnering. This includes
Internal partnering
This type of partnering is designed to promote the sharing of resources and expertise, as well as
to create an environment of trust and collaboration between departments. It is based on the idea
that by working together, departments can achieve greater success than they would by working
independently. Internal partnering can be used to develop new products and services, to improve
customer service, to increase efficiency, and to reduce costs. Additionally, it can be used to
create a culture of innovation and collaboration within the organization.
Partnering with suppliers
It involves the sharing of resources, knowledge, and expertise to create a more efficient and
effective supply chain. This type of collaboration can help to reduce costs, improve quality, and
increase customer satisfaction. It also allows organizations to gain access to new technologies
and capabilities that may not be available to them on their own. Additionally, partnering with
suppliers can help to foster better relationships between organizations, which can lead to
improved communication, trust, and collaboration.
Partnering with Customers
This type of partnership is designed to help both parties achieve their goals and objectives, while
also ensuring that the customer's needs and expectations are met. The process typically involves
a series of meetings and discussions between the company and its customers, in which the two
parties work together to identify areas of improvement, develop strategies to address those areas,
and create a plan of action to ensure that the customer's needs and expectations are met.
Question 4
The difference between traditional and modern quality cultures. How did quality control
and quality management work / or not in the past and what is the new thinking?
Traditional quality cultures focused on the inspection of products to identify and eliminate
defects. Quality control was done on a piece-by-piece basis, with inspectors looking for flaws in
the product and then either fixing or rejecting it. Quality management was often done after the
fact, with corrective action taken after a problem has been identified. Modern culture focus on
preventing defects from occurring in the first place. Quality control is done at every stage of the
production process, with the goal of catching errors before they become problems. Quality
management is done proactively, with processes and procedures in place to ensure that quality is
maintained throughout the production process. This includes the use of statistical process control,
which uses data to identify trends and potential problems before they become issues.
Question 5
What is the new thinking in Quality 4.0 plus systems? The key quality dimensions and explain
how you can quantify each of them? What are the new big ideas, methods, tools and technologies
in Quality 4.0 plus systems?
Quality 4.0 plus systems are the latest development in quality management. It is an evolution of
the traditional quality management system, which is focused on the use of digital technology to
improve the quality. This includes
1. Quality Assurance: Verifying products/services meet quality standards.
2. Quality Control: Monitoring/evaluating product/service quality.
3. Quality Improvement: Continuously improving product/service quality.
4. Quality Management: Managing product/service quality
.The new big ideas, methods, tools and technologies in Quality 4.0 plus systems include:
1. Automation.
2. Big Data.
3. Artificial Intelligence.
4. Internet of Things. in Quality 4.0 plus systems
Question 6
The importance of quality culture. How is your company doing this? How can you establish a
positive, sustainable quality culture with a professional QMS system in place? What does / can a
QMS do for your company? How do you reinforce the importance of quality culture in your
QMS.
The importance of quality culture cannot be overstated. Quality culture is the foundation of any
successful organization and is essential for achieving long-term success. Quality culture is the set
of values, beliefs, and behaviors that drive an organization’s commitment to quality. It is the
shared understanding of what quality means and how it should be achieved. Quality culture is
essential for creating a safe and productive environment, as well as for improving customer
satisfaction and loyalty. At our company, we are committed to creating a quality culture that is
based on continuous improvement and customer satisfaction. We have implemented a
professional Quality Management System that ensures that our processes and products meet the
set standards. The QMS provides us with a framework for developing, implementing, and
monitoring quality processes and procedures. It also helps us to identify areas for improvement
and to track our progress.
Question 7
How do you understand who is a customer? Explain customer defined value, value analysis
and retention.
A customer is an individual or organization that purchases goods or services from any
organization
The concept of Value Analysis is to identify areas where cost savings can be made. This involves
examining the product or service’s components and finding ways to reduce costs while still
maintaining the same level of performance. This can include examining the materials used in the
product or service, the manufacturing process, and the distribution process.
Organizations must prioritize customer satisfaction and loyalty in order to remain successful.
This means providing a level of service that goes beyond expectations and creates a sense of trust
and advocacy. Customer retention is critical to profitability, as it ensures that customers remain
loyal and continue to purchase products and services. Companies must focus on creating value
for their customers in order to build loyalty and maintain their competitive edge. This can be
done by delivering a consistently high standard of customer service and creating a positive
reputation in the marketplace
Question 8
. Establish clear goals and objectives: Set expectations for what needs to be accomplished.
2. Provide employees with the necessary resources and support: Give them the tools and
guidance they need to do their job.
3. Encourage employees to take initiative and ownership of their work: Empower them to act and
be accountable for their results.
4. Provide feedback and recognition for employees’ efforts and contributions: Acknowledge their
hard work and successes.
4. Monitor progress and adjust goals and objectives as needed: Track progress and make
changes to ensure success.
Question 9
Leadership can be used by senior management as a way to implement quality in two key
ways. Firstly, by demonstrating the TQM philosophy and principles within its own
operations, leadership can act as a starting point for the TQM process to be implemented
throughout the company. Secondly, with the backing of senior management, leadership can
take the TQM process to the entire organization by providing the long-term training and
development needed to make the significant change in organizational culture that TQM
requires
( image: TQM 2022)
Question 10
Leading for a better quality change involves creating a culture of quality in the workplace.
This involves setting clear expectations, providing feedback, and rewarding employees for
meeting quality standards. Our company is doing this by implementing a Quality Assurance
Program that includes regular audits and reviews of our products and processes. As an
example, we recently implemented a new process for inspecting our products before they are
shipped out. This process includes a detailed checklist and a technical illustration that clearly
outlines the steps to follow. This has resulted in improved quality and fewer defects in our
product.