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    The manager of a delivery service issued disciplinary citations to drivers for the 280 mistakes that occurred over the year, such as entering incorrect package numbers or failing to get signatures. While disciplinary citations ensure rules are followed, a better approach is for the manager to guide the drivers and check packages before delivery to prevent mistakes in the first place. This aligns with Deming's philosophy of finding the root cause of problems and preventing future issues, rather than just disciplining errors. The manager's approach could lead to lower costs through reduced reworks and improvements in quality according to Deming's chain reaction theory, but a more collaborative approach between managers and drivers may achieve better results.

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    The manager of a delivery service issued disciplinary citations to drivers for the 280 mistakes that occurred over the year, such as entering incorrect package numbers or failing to get signatures. While disciplinary citations ensure rules are followed, a better approach is for the manager to guide the drivers and check packages before delivery to prevent mistakes in the first place. This aligns with Deming's philosophy of finding the root cause of problems and preventing future issues, rather than just disciplining errors. The manager's approach could lead to lower costs through reduced reworks and improvements in quality according to Deming's chain reaction theory, but a more collaborative approach between managers and drivers may achieve better results.

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    © All Rights Reserved
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    29 views3 pages

    BME01.HM3C.Chapter 2. Roa, Giovanni

    Uploaded by

    giovanni roa
    The manager of a delivery service issued disciplinary citations to drivers for the 280 mistakes that occurred over the year, such as entering incorrect package numbers or failing to get signatures. While disciplinary citations ensure rules are followed, a better approach is for the manager to guide the drivers and check packages before delivery to prevent mistakes in the first place. This aligns with Deming's philosophy of finding the root cause of problems and preventing future issues, rather than just disciplining errors. The manager's approach could lead to lower costs through reduced reworks and improvements in quality according to Deming's chain reaction theory, but a more collaborative approach between managers and drivers may achieve better results.

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    of 3

    Chapter 2- FOUNDATIONS OF QUALITY MANAGEMENT

    Activity 1

    Giovanni L. Roa

    Score:

    Questions and Answers

    A Case Study:

    The Disciplinary Citation A local delivery service has 40 drivers

    who deliver packages throughout the metropolitan area. Occasionally,

    drivers make mistakes, such as entering the wrong package number on

    a shipping document, failing to get a signature, and so on. A total of

    280 mistakes were made in one year. The manager in charge of this

    operation has issued disciplinary citations to drivers for each mistake.

    Discussion Questions:

    1. What is your opinion of the manager’s approach?

    For me, the disciplinary citations are just and right but the

    manager should be responsible and check all the packages before

    delivering them. Managers can be the boss but a good manager is a


    good leader so he must guide follower of the driver to ensure the

    delivered package are in the right place to avoid problem and costs.

    2. How does it compare with the Deming Philosophy?

    It is the same situation as deming philosophy to avoid further

    cause, The manager decided to have disiplinary citations to discipline

    their wrong doings and it is was a way to show a good employee of a

    company that must follow the rules and responsibility.

    3. Based on the case above, explain the importance (if any) of the

    manager’s approach using the Deming Chain Reaction .

    The theory is that improvements in quality lead to lower costs

    because they result in less rework, fewer mistakes, fewer delays

    andsnags, and better use of time and materials. Lower costs, in turn,

    lead to productivity improvements. With better quality and lower

    prices, a firm can achieve a higher market share and thus stay in

    business, providing more andmore jobs. Deming stressed that top

    management must assume the overriding responsibility for quality

    improvement.
    The importance of manager’s approach is to stays a quality and

    lower costs and rework for the better productions. The greater response

    is to obligate the driver and be responsible as what the manager

    decided.

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