Question

1. Identify an organization that has achieved ISO 9000 certification and write a short paper (roughly one page) that summarizes the benefits and results that the organization has achieved using ISO 9000.
2. Find a customer satisfaction survey from a restaurant or a hotel and submit it along with your group report as an attachment. How do the questions relate to the five dimensions of service quality introduced in Chapter 2? Discuss how the survey results could be used to control quality. What types of quality control charts might be used?
3. Research and briefly describe one or two lean initiatives in service organizations and then make an argument for or against adopting lean principles in service businesses. What is different about applying lean in a factory versus a service situation? Describe your findings in a one-page (roughly) paper.
4. Pick one of the projects , i.e., in one of your group member’s home, fraternity/sorority or business organization. List at least 7 activities that comprise the project and draw the precedence network. What problems did you encounter in doing this?

Answer 1

1. Identify an organization that has achieved ISO 9000 certification and write a short paper (roughly one page) that summarizes the benefits and results that the organization has achieved using ISO 9000.

ISO 9000 is related to the system of quality management and ensures that companies abide by various regulations and policies to implement a total quality management system. This helps the company in meeting the demands of its consumers and other stakeholders like employees as well as the society in general.

The ISO 9000 certification helps a business in increasing its efficiency and productivity by managing its process and implementing a quality management system in the operations. This helps in increasing customer satisfaction as well as the company manufactures products that are of top-most quality consistently.

Zeiss, a world-renowned company known for its optical products is an ISO 9000 certified company. This has helped the company in increasing productivity and effeceicny through reducing their wastage. Aslo, the consistent quality of the products have helped the company in retaining its customers, which includes brands like Nokia.