QUESTIONS
1. Do some Internet research and find the answers to the following questions.
a) What is ISO in general?
b) Who benefits from ISO standards?
c) What is ISO 9001 specifically?
2. Explain how Portakabin follows the four steps in the Control Process?
3. Identify any Feedforward, Concurrent, or Feedback Controls described in the case.
4. What evidence can you find that Portakabin uses a Management by Objectives approach?
5. What are the main factors in Portakabin’s success?
ANSWERS
1.)
a.) ISO is:
“ISO (International Organization for Standardization) is the world’s largest developer of voluntary
International Standards. International Standards give state of the art specifications for products, services
and good practice, helping to make industry more efficient and effective. Developed through global
consensus, they help to break down barriers to international trade.
b.) All stakeholders benefit: Company: more clients equals more profit. Clients: are ensured of better
quality. Suppliers: more potential buyers due to the high quality standards that many buyers now demand.
c.) ISO 9001 is:
“The internationally recognised standard for the quality management of businesses. It applies to the
processes that create and control the products and services an organisation supplies, and prescribes
systematic control of activities to ensure that the needs and expectations of customers are met. ISO
9001 is designed and intended to apply to virtually any product or service, made by any process anywhere
in the world.” - http://www.alcumusgroup.com/isoqar/standards/iso9001-quality/
2.)
Step 1: Sets out the standard/objectives want to reach. In this case it is ISO9001.
Step 2: Measure actual performance “Construction teams record all actions taken, so that all those
involved know the current position, what has gone on before and what still needs to be done.”
Step 3: Compare where you are today in relation to the objectives you set forth: “Records are regularly
reviewed both to ensure delivery targets can be met and to identify any problem areas.”
Step 4: Take corrective action: “Take remedial action where necessary- If problems or potential problem areas
are identified, steps are taken to eliminate or reduce these”.
3.)
Feedforward controls – ISO 9001: Sets the standard that everything must meet.
Concurrent controls – Best described in the article as follows: “To reinforce this quality system,
Portakabin has a 'zero tolerance' quality checking system (see section 4) in place, so that no building may
leave the production site until it has been checked against, and complies with, demanding customer
standards.” They check everything while it is in production to ensure that it meets their standards
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Feedback controls – “Portakabin are the only modular building company to offer quality guarantees in
the form of 5 and 20 year warranties.” The warranties provide feedback after the service has been
completed.
4.)
The Corporate Quality Team: “A Corporate Quality Team (comprising senior managers) is responsible
for ensuring that individual teams understand quality processes.Communication takes place by means of
process charts. These are clear illustrations that set out the processes involved e.g. in creating a new set of
school classrooms or laboratories.” This means that everyone is involved in the process. Remember:
jointly plan, individually act, jointly control.
5.)
Quality, Control Process, Communication – various examples throughout.
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