Question

CASE 750W MICROWAVE OVEN. COMPULSORY In your new role as quality manager of the high-tech unit of a large national company, you identify a problem which is typified by the two internal memos shown below. MEMO 1 From: Marketing Manager To: Managing Director Cc: Production Director Works Manager Date: 4th January 2020 We have recently carried out a customer survey to examine how well we are doing in the market. Regarding our product range, the reactions were generally good, but the 750 W microwave oven is a problem. Without exception everyone we interviewed said that its quality is not good enough and could potentially be hazardous. Although it is not yet apparent, we will inevitably lose our market share to our rivals if we do not swiftly address this issue. Also, we will not want our customers to report these issues to the Ghana Standards Authority (GSA), as we are aware of the grave implications, given they have emphasized the possibility of bodily harm using our product. As a matter of urgency, therefore, will you please authorize a complete redesign of this product, and the possibility to recall the product category? MEMO 2 From: Works Manager To: Production Manager Cc: Managing Director Marketing Manager Date: 6th January 2020 This really is ridiculous! I have all the QC records for the past ten years on this product. How can there be anything seriously wrong with the quality when we only get 0.1 per cent rejects at final inspection and less than 0.01 per cent returns from customers? REQUIRED Using the case above, kindly answer the questions below. It is of utmost importance not to import any ideas or presumptions other than those expressly stated in the case. While you answer these questions, be conscious of the weight allocated to each question. Brevity is advised!

1. Discuss two (2) major quality “fitness” dimension(s) explored in the case? [5 Marks]

2. Assuming your firm is certified to use the 1SO 9001:2015 standard, indicate how the auditable clauses of in your organization’s Quality Manual can apply to your case study in a problem resolution endeavour. [14 Marks]

3. Use a process map hinged on the 4-stage process cycle (PDCA) to resolve the firm’s quality problem. [8 Marks]

4. Show how the firm should handle the nonconforming outputs according to ISO 9001:2015? [6 Marks]

Answer 1