Question

“Chris was appointed the Chief Guest of Honor for the forthcoming Independence and Republic Day of Mauritius at MITD and in this context he should very formal and well-dressed. So he dashed to the nearest shop to get a smashing pair of shoes and a matching jacket to impress people at that function. The prices of these items were affordable but the colour of the jacket was too bright and dazzling. In addition, the shoes were unacceptably tight fit. Given the time constraint and the risk of not getting exactly what he was looking for he settled by purchasing them.” If the Shop applied the Trilogy of Juran; “Quality Planning, Quality Control and Quality Improvement,” explain what the shop-owner should have been seen doing? (400-500 words).

Answer 1

Juran Trilogy is concerned with the management of quality and is concerned with its 3 tenants " Quality Planning, Quality Control, and Quality Improvement ", as we see in the above case the concepts mentioned above can be used in the shop :

Here the Problem Statment is => The Improvement of the shopping experience

• Quality Planning: It is also referred to as quality by design and is an innovative way to enable the design of the products or service along-with the processes i.e the constraints of the control to design final outputs.i. creating features of the design that actually imbibe the customer's needs and requirements. Here in the case of the shop, the shopkeeper can apply the quality by design principle to create the products and enable the process that responds to the customer's needs, for example, proper marking of the various sections of the cloths: Formal section, Casual Section, Party Wear, Inner Wear. This portrayal of the product design type in the facility's design is a strategically beneficial factor both for the customer as well as the shopkeeper.
• Quality Control: Control refers to the compliance of various standards, according to the principle of quality control the firms should comply with the principles of the statistical process controls and comply with the international standards . Here the shopkeeper should make amendments to his existing way of quality control by implementing proper quality control mechanisms both for the products as well as the quality control mechanism in the shopping experience, as we see in the present scenario the buyer is not able to make the purchase that he/she desires due to the time constraint and has to settle for whatever he finds. Here instead proper segregation of the cloth types according to size and lot wise can make the process more efficient and compliant with international shopping standards
• Quality Improvement: Quality Improvement refers to the constant strive to make the incremental improvements and making the system and the entire process more and more efficient each day, it refers to achieving the term known as the breakthrough in improvement. Here in the present case, we can say that the shop needs to constantly strive to make the customer shopping experience more and more efficient and satisfactory according to the benchmark standard set by the best in the industry.