Problem:
How many times have you been eager to try a new product or service, only to have your heightened level of excitement replaced by an equal measure of disappointment or frustration? How did you respond? Maybe you chose a different vendor or decided to forego the product or service in the future. From an organizational perspective, failing to meet a customer's expectations can be detrimental to an organization's profits and reputation. It's a vicious cycle that is hard to correct. However, leading quality organizations set the stage and provide solid examples for implementing quality practices and overcoming challenges.
In this Discussion, you will identify real-world examples of product operational failures and their impact on consumer trust. When I brought what I thought was a new iPad. It still had the stores login information. I was very disappointed when I gave my grandson what I thought was a brand-new iPad for Christmas. When he opened it, we found that it still had the retailer's login information, You also examine the cause of these failures, and which quality frameworks might prevent them from recurring in the future.
Post a 200- to 250-word response, in which you:
Review the video, "What is QMS | Quality Management System explained". Describe a time when you encountered a product that failed to meet your expectations for quality and explain the specific quality issue you noticed. How did it affect your trust in the brand or organization? Need Assignment Help?
Discuss what might have gone wrong from an operations management perspective. In your opinion, was it a breakdown of process, planning, people, or communication?
Identify which framework would have been most useful for preventing the failure you described based on the videos/resources provided on quality framework and explain why.
Please add and include citations from the references below
LeanVlog. (2023, July 25). What is QMS | Quality Management System explained [Video]. YouTube.
LeanVlog. (2024, June 7). What is Lean Six Sigma. [Video]. YouTube. (2024, September 24). What is Lean Six Sigma? [Benefits, principles, techniques, and examples]. SweetProcess.
ISO. (2023, June 20). What is ISO 9001? Quick guide to ISO 9001: 2015 quality management systems. [Video]. YouTube.
International Organization for Standardization. (n.d.). About ISO
LeanVlog. (2025, January 7). What is TQM | Total Quality Management [Video]. YouTube.
Lip, G. (n.d.). Total Quality Management (TQM). Corporate Financial Institute.