CHOOSE An organisation that has recently experienced a significant failure in its quality management
For this option select an organisation that has recently had a significant quality failure. Examples of possible quality failings include:
A car manufacturer that has been forced to recall models.
A food company that has either been required to recall a food product or been involved in distributing tainted food.
A building company that has constructed buildings with a significant defect.
A toy manufacturer that has sold products that do not meet required safety standards.
A financial services company that has not protected customer privacy.
A passenger transport business that has not performed to expected service standards.
The example you select may involve a high-profile organisation whose quality failure attracts a lot of media attention,
Your investigation of the case should be reported in four parts, in the following order.
1. Background to the quality failure A brief explanation of what happened, why it happened (in terms of the immediate causes) and what the consequences were for the organisation and customers. This section will also include a background summary of the organisation, its size, the goods and services it provides, its market, and related information.
2. Underlying cause With reference to appropriate theories and/or models, explain what made it possible for the quality failure to occur. This is where you provide an explanation of the causes of the quality failure, linked to possible difficulties in the organisation’s approach to quality management. For example, this may involve highlighting shortcomings in staff training, confused management responsibilities, or gaps in the management of supply chain relationships.
3. Quality management systems and strategies Identify and discuss quality management systems and/or strategies the organisation could use to improve quality management. Supported by theory and/or best practice, select and explain one strategy you think best suits your organisation’s needs and capabilities.
4. Improving quality management Using relevant theory and/or best practice, explain how the organisation could design, develop and implement an improved quality management system. Outline the benefits you expect from the particular quality management system or strategy that you are recommending for adoption (WORD LIMIT 3000)