BMG706 Quality & Systems Management – Assignment Report Guidelines

Step 1 Choose a Case study - Vietnam company (print clearly on the cover sheet your selection)
Introduction
□ Summary of company, its business operations management and quality mission.

Step 2 Answer each task based on case study

Task 1.1 Explain the importance of effective operations management in achieving

organizational objectives
• Identify operations structure of the company
• Explain the importance role of the operations processes and efficiency in manufacturing
of products or delivering services.
Covering:
□ Resources: Inputs - materials / capital / people / data information
□ Outputs: End product of goods or services / achieve expectations
□ Just in Time (JIT), proven operation strategy: Saves time and money; visibility;
simplicity and flexibility; and for sustainable continuous improvement

Task 1.2 Evaluate the success of existing operations management processes in meeting an
organization overall strategic management objective
• Assess / evaluate the current success of case study operations management processes
(resources inputs and product or service outputs) in achieving monthly or quarterly or
half-yearly or annual objectives
• Describe the strengths and weakness of the operations process
□ Benchmark and standard – how effective the implementation?
□ Top management role - commitment and support?
□ Balanced scorecard – measurement used on senior and line operation managers
and employees accountable for activities/result outputs?
□ Communication effectiveness – top down and bottom up & horizontal channels

Task 2.1 Explain the importance of effective quality management in achieving organizational
objectives
• Define - Quality
□ e.g., by Deming – “Good Quality means a predictable degree of uniformity and
dependability with a quality standard suited to the organization and the customers”
□ by Juran – “Quality is fitness for use”
 • Explain the importance of Quality management application. Cite an example of a gurus’
concept and model framework that can benefit to the company’s objectives.
Task 2.2 Evaluate the success of existing quality management processes in meeting an
organization’s overall strategic management objectives

• Describe and evaluate the company existing Quality management process – be concise
and precise.
□ If the company does not have a Quality management, refer to task 2.1 use the cited
guru’s quality model to explain how the company can benefits and meeting its overall
strategic management objectives.
• Provide opinion on existing Quality control, its implementation and efficient
productivity. Based on internal (employees’ relations /productivity and least wastage)
and external (customers) feedback.

Task 3.1 Plan a strategic quality change to improve organizational performance

● Explain why Change is important for today’s business environment considering the
Marco (external) and Micro (internal) challenges.
● Introduce a Plan for the company Change
Examples: choose one and explain its usefulness and benefits
□ Total Quality Management (TQM) – customer-focused process with consistent
improving business operations management
□ Kaizen – orderly continuous improvement (operating practices, total involvement, and
training)
□ LEAN – least waste and superior customer value
□ PDCA (Plan, Do, Check, Act)
□ GAPs Analysis
□ Quality Circles
□ Balanced Scorecard

Task 3.2 Define resources, tools and systems to support business processes in a strategic quality
change.
• Based on task 3.1 – Your choice of Plan for Quality Change
□ Identify what resources needed for implementation e.g., expertise (internal or
external); budget; timeline; technology, etc.,
□ Additional suitable tools or systems to support (e.g., Kaoru Ishikawa – fishbone
method or Six sigma) and why?

Task 3.3 Evaluate the wider implications of planned strategic quality change in an organization
• Based on the company’s Change expectations
Evaluate what are the wider implications, for examples
 □ employees’ relations and resistance management for Change
□ efficient productivity and least wastage
□ handle and rectify customers’ complaints
□ reduce costs and revenue earnings
□ improve business performance
□ etc.

Task 3.4 Design a system to monitor the implementation of a strategic quality change in an
organization
• Refer to Workshop 5 PPTs under Steps for Planning (Design) & Implementation QMS
Sample:
Design System Model:
Define the Quality policy and objectives » » Develop metrics to track and monitor
critical success factor (CSF) data » » Develop documents and records » » Determine
training needs » » Monitor and improve performance

□ Explain with relevant to the company how this system model can help monitor the
implementation of a strategic quality change and continuous sustainable improvements.

Task 4.1 Implementing the strategic quality change in an organization

What’s important key factors to consider of the external and internal environment when
implementing the strategic quality change for the company.
• External environment
□ Carry out market research to identify customer’s needs and expectations
□ Conduct customer satisfaction survey to monitor existing products or services
□ Stakeholders – e.g., supply chains role and commitment
□ Monitor competitors’ competitive edge, reaction and critics
□ Industry policy and regulations
• Internal environment
□ Top management and managers’ leadership commitment and support
□ S.M.A.R.T model application
□ Effective formal communication – upward / downward / horizontal, and
Informal channel communication consists of personal communication (Grapevine)
□ Resistance management to change
□ Motivation and rewards

Task 4.2 Embed a quality culture in an organization to ensure continuous monitoring and
development
Explain the essential /important of having an efficient organization culture with quality
 □ leadership, commitment and support
□ communication transparency and participation
□ managers and employees’ accountability
□ adopt and apply quality tools e.g. Kaoru Ishikawa fishbone method which focus on the
need of transferring the responsibility of problems to people (employees) who were
closet to it so they would suggest the best way to identify root causes and solve the
problems.

Task 4.3 Monitor the implementation of a strategic quality change in an organization

• Apply the 5 Essentials Steps to monitor performances on the company

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Task 5.1 Critically, evaluate and assess upon the outcomes of a strategic quality change in an
organization

Based on key factors deriving, critically evaluate and assess upon the outcomes of
□ operational excellence and productivity
□ lower costs and least wastage, and increase revenues
□ creation of values and brand reputation
□ business performance indicators (BPI)
□ customers and employees’ perception and satisfaction
□ stakeholders and business critic reviews
□ competitors action retaliation
Task 5.2 Recommend sound justification on areas for improvement to a strategic quality change
● Write a summary conclusion on
□ overall status of the company;
□ key areas of weaknesses which needs attention;
□ systems and tools applicable that can bring about change and improvement;
□ expectations and outcomes on internally and external reactions;
□ conclude with sound justifications of action plan on areas for essential
improvements toward achieving the company’s objectives.