Akshaya Lakshminarasimhan(19008)

The Case of Missing Reservation:

1. Were the hostess’s actions consistent with a customer-focused quality philosophy?

What might she have done differently?

The hostess’s action is not consistent with a customer-focused quality philosophy. She
Could have spoken politely, instead of being dismissive,

2. How would you have reacted to the letter that Mark received? Could the Total Quality Lead
have responded differently? What does the fact that the hotel manager did not personally
respond to the customer tell you?

The Quality Manager also didn’t bother to respond with an Apology to start with, they
should have owned the mistake, and keep a process in place to avoid such situations in
future.

SC Pharmacy:

1. How might different definitions of quality apply to SC?

The Product-based Approach,

Differences in quality reflect differences in the quantity of some ingredient or
attribute possessed by a product

The User-based Approach
Individual consumers are assumed to have different wants or needs, and
those goods that best satisfy their preferences are those that they regard as
having the highest quality


2. How are the principles of total quality reflected in SC’s policy and operations?

Integrated system
everybody in every department have a thorough understanding of policies, standards,
objectives, and processes. Integrated systems help the company to look for continual
improvement in order to achieve an edge over the competition.

3. Given the nature of SC’s operations and the challenges it faces, discuss how a total
quality approach can help the company meet these challenges and improve its ability
to provide the services its customers need.
Customer focus
This is defined by the people buying medicines in SC’s. The customers determine the quality
of the service, When we understand the customer needs, with the right materials, people and
processes could meet and exceed their expectations.

Process approach
Processes ensure the flow of steps in providing the service, and leaves the customer satisfied.

Continual improvement
The business continually should find ways to improve processes and adapt their products and
services as customer needs are growing,

GE Motors

1. What factors in the product development process caused this disaster? What individuals
were responsible?
• This wasn’t their core competency
• A more time invested in testing
• Engineer doing their research furthermore

2. How might this disaster have been prevented? What lessons do you think GE learned for
the future?

• Managers listening to the concerns expressed in the production of compressors

• Inspection results should have been taken seriously
• Management paying to the test results more than taking the pressure in the launch of the
product.

3. On what basis was GE attempting to achieve a competitive advantage? How did they fail?
• Old Technology which wasn’t adapted properly
• Lack of adequate time invested in testing process
• Management pressure in the launch of the new product
• Ignored design made by japan
• Rejecting the offer of the original designer of the air conditioner rotary compressor as a
Consultant.