ADS411 : Total Quality Management (Xerox)

GROUP MEMBER :

1. ISAAC SCULLY (2019831662)

2. MUHAMMAD IZUDDIN BIN HASSANUDIN (2019819966)
3. ASYRAFF SHAH BIN TONNY AZLAN SHAH (2019627306)
4. MOHAMAD AMIRZAKWAN B. ASMUNI (2019253568)
5. ARIFF NAZRIN BIN ZULKIFLI (2019218972)

Question 1

One of the unique characteristic of the quality culture at Xerox is that their manager
practice walk-the-talk culture. They continually demonstrate their commitment to quality.
Manager in Xerox walk their talk means they take actions rather than their just their words. They
let the quality statements be their decision making guide. As in Xerox, management behavior and
actions will ensure the management team at all level of the cooperations provide necessary
leadership, sets the right tone and acts as examples for the successful implementations of
leadership through quality Not just sitting those principles of leadership but also they practice it
in a day in and day out. In other words, managers must walk like they talks. One example
manager or leaders walk their talk is that they listen more than their talk. As an example, Ralf
Jacob, Head of Digital Media Services, Oath (a Verizon owned company), and a former Olympic
driver, is a walk the talk executive who actively listens to his people more than he tells them
what to do. He created a 'open for, open ear’policy which enables him to discussed with anyone
whether direct report or not. This given him opportunity to learn more about the team and
business he lead that he never would have discovered otherwise.

In xerox , teamwork also one of the quality characteristic they have . Teamwork consist
of all which leadership , communication and other characteristic combined into one to achieve
one main goal they have . Teamwork , creating , enhancing and celebrating teamwork is at the
heart of every succesful company just like xerox . This is a culture of teamwork that focuses on
team accomplishment rather than on individual accomplishment . we can observe that leaders
must play their big roles in leadership and also communication to allows for tasks to be
completed in a faster , better and more efficient manner . This two sides of party must combined
and turns out it will become teamwork . This kind of culture will lead xerox to real success or
failure as a company . Those need to be reinforced and clarified to all team memvers and once
this structure is in place , teamwork becomes much easier between employer and employees.

Last but not least, communications in their management plays a vital role in assuring
their quality work. It increases clarity in every layer either between employer and employer,
employees and employees and between employees and employers. Xerox prioritize their workers
to be kept informed of the objectives and essentials of the cooperation in general and in their
department and benchmarking their performance in meeting these objectives. This kind of
culture will guide cooperation towards the vision and mission, meeting and exceeding the
customers’ expectations if consistently monitor by managers from each layer. Communication
includes both formal media like magazines and informal media such as staff meetings.
Question 5

As one of the measurements of the performance of the QMS, the organization should
monitor information relating to customer perception as to whether the organization has met
customer requirements. The methods for obtaining and using this information should also be
determined.

Next, the internal audit of the organization should conduct internal audits at planned
intervals to determine whether the QMS conforms to the planned arrangements, to the
requirements of this standard and to the requirements established by the organization. It should
also be done to determine if QMS is effectively implemented and maintained. An audit program
should be planned, taking into consideration the status and importance of the processes and areas
to be audited, as well as the result of previous audits. The audit criteria, scope, frequency and
methods should be defined. Selection of auditors and conduct of audits should ensure objectivity
and impartiality of the audit process. Auditors should not audit their own work. The
responsibilities and requirements for planning and conducting audits and for reporting results and
maintaining records should be defined in a documented procedure. The management responsible
for the area being audited should ensure that actions are taken without undue delay to eliminate
detected non-conformities and their causes. Follow-up activities should include the verification
of the actions taken and the reporting of verification results. ISO 19011 guidelines on quality
and/or environmental management auditing can be used for guidance.

After that, The organization should apply suitable methods for monitoring and, where
applicable, measurement of the QMS processes. These methods should demonstrate the ability of
the processes to achieve planned results. When planned results are not achieved, correction and
corrective action should be taken, as appropriate, to ensure conformity of the product.

Lastly, The organization also should monitor and measure the characteristics of the
product to verify that product requirements have been met. This should be carried out at
appropriate stages of the product realization process in accordance with the planned
arrangements. Evidence of conformity with the acceptance criteria should be maintained.
Records should indicate the person(s) authorizing release of product. Product release and service
delivery should not proceed until the planned arrangements have been satisfactorily completed,
unless otherwise approved by a relevant authority and, where applicable, by the customer.