1. Discuss how either good or poor quality affects you personally as a consumer.

For instance,
describe experiences in which your expectations were met, exceeded, or not met when you
purchased goods or services. Did your experience change your regard for the organization
and/or its product? How?
I can say that there were many times that my expectations about products and/or services were
met, specifically when I buy a shirt from a physical store rather than online. The price was just fit
for the quality of the shirt. My expectations exceeded when I bought an Android phone from
years ago, actually the phone was good but maybe I’ve just let my expectations fly too high. I
wasn’t disappointed but maybe for the price, the phone could have done better. The time that
my expectations was not met was when I bought something from this popular online shop. It
seemed pretty decent in the photo posted but when it came, I was really disappointed because
it was worth less than the actual price I paid for. Yes, from these experiences, my regard for the
organization and its product changed because for me, an organization should be truthful with
whatever they are promoting because it somehow reflects the kind of organization they are and
how committed they are on providing their customers with quality product.

5. Choose a product or service to illustrate how several definitions of quality can apply
simultaneously.
Hotels.
- Transcendent: An aesthetically pleasing hotel, that looks exactly the same from the way it is
advertised all the way from the exterior to the interior, attracts customers, most especially the
young generation.
- Product: Most often customers would opt to book a hotel with lots of amenities and services so
they could get the most out of what they paid for.
- User: When choosing hotel rooms, customers opt those that are economical and reasonable,
those that fits all the occupants, and sometimes those that fits their personality.
- Value: There are a lot of sites from the Internet offering hotel discounts, that’s why people often
book online for great deals. That way they could still have the same room for a lower price.
- Manufacturing: Hotel personnel must be consistent on how they perform their services
because they have an image to maintain and one wrong move might affect them.
- Customer: They must not compromise the services they provide to their customers and if
possible, they must exceed customer expectations.

6. Think of a product or service that you are considering purchasing. Develop a fitness-for-use
criteria that are meaningful to you.
Desk lamp.
- Reasonable price.
- Has a stand/clip.
- Lights the desk just right (not too bright, not too dim)
- It doesn’t hurt the eyes
- Size fits perfectly my study table

11. What do you think are the most important lessons that managers can learn from studying
the history of quality management?
I think the most important lesson is that managers must continually educate themselves
because this world is constantly evolving and changes happen a lot every single day. They must
always learn on how to run a business according to the time and environment they are in and
that they must be updated with all the current innovations. Also, that everything starts small but
they should not stop there, they must aim for excellence and strive for the best.

16. Cite some examples from your own experience in which you felt service quality was truly
top-notch, and some in which it was not. What do you think might be some of the fundamental
differences in the infrastructure and management practices of these organizations?
I consider a service a top-notch when they put their customers’ needs and preferences first and
actually show that they care for them. We experienced this in Highlands Barbecue ____ where
they casually ask how the customers are doing and whenever we have questions, they always
answer them willingly and the manager also kept on checking if our orders are complete.
There were couple of instances where Chowking’s service really disappointed me. One of them
was when we ordered four meals but it did not come with drinks, so my parents kept on
reminding one of the staff about it but they kept on ignoring it until we finished eating. So we
decided to just leave the place. We really got disappointed because we paid the right price for
the food and for their service but they were not able to reciprocate it.
MORATA, LEILA P.
4. Summarize the four components of Profound Knowledge. How do they mutually
support each other?
Appreciation for a system. It is more than just considering the system as beautifully complex but
as well seeing it as a leader having a vision to understand it thoroughly and looking for ways to
improve it as well. Having an effective system is essential since this determines the way an
organization work. Employees must have a clear understanding as to what department they
belong to avoid interference with other departments which might cause chaos.
Understanding variation. It is fundamental for a manager to know reasons for variation that
typify each cases in an organization and through that you can be able to undertake quality
improvement efforts that will eliminate variations since these hamper productivity and best
results.
Theory of Knowledge. Managers must be more keen and sensitive to every decision they make
since whatever they do has an effect to an organization. They must understand the basics and
on to the complex ones. They must both consider theory and experience and use them hand-in-
hand to produce the appropriate management decisions
Psychology. Psychology helps us understand people and how the way they behave tells a lot
about them. It is also about human interactions and emotions. It is essential to develop a
healthy workplace that promotes employee satisfaction and well-being. It is said that monetary
rewards do not necessarily motivate an employee and are only a way out for managers who do
not understand how to manage intrinsic motivation.

These four components of Profound Knowledge have already been proven to be helpful to
organizations. Each of them provide their own part to the holistic success of the organization.
This may appeal intimidating to start-up businesses due to its complexity but once you get the
gist of it, everything will flow naturally. Results may not be seen on their individual aspects but it
wholly improves the organization when viewed on the bigger picture.

5. What is a system? Why is “systems thinking” important to quality management?

A system is a set of functions or activities within an organization that work together for the aim of
the organization and is composed of many smaller, interacting subsystems. Systems thinking
focuses on the bigger picture of situations and larger interactions instead of looking on every
individual aspect which may not be necessarily effective when applying it to large organizations.
https://www.quora.com/Why-is-systems-thinking-important-to-quality-management
8. Explain Juran’s Quality Trilogy.
Juran’s Quality Trilogy is an improvement cycle that is meant to reduce the cost of poor quality
by planning quality into the product/process. It is composed of quality planning, quality control,
and quality improvement. Quality planning is where you define who your customers are and find
out their needs so you’ll be able to develop it into plans and later on to results. Quality control is
the process of meeting goals during operations. This is where you determine the data needed to
know if your process is working effectively by measuring the gap between the actual
performance and the goal. According to Michigan Tech, there four different strategies to quality
improvement that could be applied during this phase: repair, refinement, renovation, and
reinvention. These four are vital in improving quality because this fixes whatever is broken and
improves whatever is already working well.
THE DISCIPLINARY CITATION
1. What is your opinion of the manager’s approach? How does it compare with the Deming
philosophy?
In my honest opinion, I think the manager had to do what he needs to do even if it means
issuing disciplinary citations to drivers each time they commit a mistake. But the manager
should take into consideration the driver’s situation and if proven guilty, managers should be
reasonable and it must not affect the driver’s well-being. As to Deming’s philosophy, what I
observed was he did not do any spoon-feeding and lets the manager decide for their own until
they find their own way. Whatever punishment it may be, it must not lead into fear but more of a
motivation to work harder because according to Deming, fear creates a culture of slow process.
The manager must institute leadership to guide the drivers perform better. The problem may be
hard to solve at first but once all of the employees are headed to the same goal, it would be
easier for them to work as one.

2. How might the analysis of these data help the manager to understand the variation in the
system? (Plot the data to obtain some insight.) How can the data help manager to improve
performance of this system?