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Assignment – 3-1

SCMT2601: Quality Management - 22JANMNTR1

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Describe the differences and similarities between Deming’s 14 points, IS0 9000, ISO

14000 and Six Sigma.

Deming’s 14 points, ISO 9000, ISO 14000, and Six Sigma use data and fact to measure

the outcomes and outputs of performance in determining whether the organization is meeting

its expectations.

Deming’s 14 points focus on quantitative analysis of organization processes outputs in

every stage of the entire process. The aim of ISO 9000 and ISO 14000 are to ensure that

organizations use data to monitor, measure and analyze quality control as well as improve

quality provision.

Deming’s 14 points, ISO 9000, ISO 14000, and Six Sigma, all focus on constant

learning among employees although they consider learning in different perspectives.

Deming’s 14 points stress on thorough pre-employment screening, pre-work training,

retraining while on the job, also learning from colleagues, clients, and competitors. Six Sigma

emphasizes the need to provide a working environment where workers can learn and innovate

by making mistakes. Six Sigma focuses on developing organizational culture where workers

can continually improve their abilities and production process by being opened to let people

take risks in trying new ideas.

Deming’s 14 points, ISO 9000, ISO 14000, and Six Sigma recognize the importance of

collaborating with the suppliers and customers in improving production and services.
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Deming’s 14 points stress that it is important to understand inputs from suppliers in terms of

quality and timelines while also learning from them. Six Sigma also recognizes that it is

important to work together with the suppliers and vendors in ensuring that the organization

achieves the most value for its customers.

ISO 9000 and ISO 14000 evaluates the sources of the resources used in the organization

for meeting and maintaining standards. They focus on satisfying their customers too and

therefore rely on the customers’ feedback through marketing research to change the direction

of the production or processes. In Six Sigma approach, it is the customers who determine

changes made to processes as well as products. In Deming’s 14 points, customers have to be

involved in change processes and are allowed to experience while measures the level of

customer satisfaction.

The difference between Deming’s 14 points, ISO 9000, ISO 14000, and Six Sigma is

Deming’s 14 points motivate workers by sharing profits with them as a team while

eliminating merit rewards for short-term performance.

Deming’s 14 points, ISO 9000, ISO 14000, and Six Sigma have similarities and

differences. The major common similarity is their focus on commitment of the management

and teams in the organization to achieve the required standards and customer satisfaction.

Determine which standards would be applicable to an international airport located in

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Canada, what for, and why.

ISO 9000 and ISO 14000 would be the standards that applicable to an international

airport located in Canada. The reason is that in the operation of an international airport, there

are many things that need to be measured, for example, customer satisfaction, environmental

compliance, certification inspections, risk management, utility costs, etc. These must have

some standards for quantity management. ISO 9000 and ISO 14000 which are internationally

recognized quality management, also easier to measure the recognition of quality.

Why international airports need to use ISO 9000 and ISO 14000? Because the ISO

process is primarily about documenting what you do, you can then conduct internal and

external reviews to ensure the goal of maintaining quality. Staff at the supervisory level or

quality control can know the situation from the records and take corrective measures in time

to prevent the quality from declining, so that the credibility of maintaining quality is

relatively high. It is beneficial for airports to apply ISO, because international airports need a

comprehensive safety management system both externally and internally, and the application

of ISO can make a good check on these measures to prevent any problems. While detailed

written procedures, defect assessments, and periodic reviews can ensure compliance with

international standards and specifications.

There are several standards that I think an international airport needs to measure. First,

internal and external customer satisfaction surveys are especially important. Internal
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customers, such as employees, suppliers, airport tenants, etc., can provide different opinions

to improve the internal services of the airport and the areas that the airport needs to improve.

The main reason is the insiders, who are often present at the airport and who use the airport.

External customers are different customers who appear at the airport every day. They do not

use the airport every day, but when they use the airport, the impression the airport gives them

can be reflected in the survey.

The second standard should be the number of noise complaints per month, which applies

to ISO 14000, quality control of the environment. The main reason why we want to monitor

this standard is that in addition to the expectations of airport customers, we should also

consider the expectations of those who do not use the airport. We all know that the noise at

the airport can be very loud because the noise from the plane's landing and the engine can be

annoying enough. If we have a lot of complaints, it will give a negative rating to those who

don't use the airport. Noise is also a kind of pollution, and sound pollution can also have an

impact on the environment.

Last but not least, it should be the monthly number of airline or passenger complaints,

which may not sound like it has much to do with the airport, but it is. The reason is that

although airlines have their own reasons that lead to customer complaints, it does not rule out

that the airlines will be complained by customers because of improper arrangements at the

airport, or the airport cannot cooperate with the arrangements of the airlines accordingly. So,
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to measure this number, you can also see the service quality of the airport itself. In addition to

customer complaints from airlines, users of their own airports will also complain about

airport services. These complaints can also be used as a reference to compare our previous

opinion surveys to determine our quality.

The above three standards cannot be generalized whether the airport only needs these

standards. There should be more standards that we need to determine, but these three

standards are believed to be used by every international airport. The ISO standard is a very

good way to give us a benchmark, or to measure whether our standard meets the

requirements, or whether it meets the expectations of customers.

Reference:

1) Endeavor Business Media, LLC. (2006, March 2). ISO 9000 - A plus for airports -
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aviation pros. Aviation Pros. Retrieved February 13, 2022, from

https://www.aviationpros.com/home/article/10383072/iso-9000-a-plus-for-airports

2) Foster S. T., & Foster S. T. (2016). Managing Quality. [VitalSource Bookshelf]. Retrieved

from https://bookshelf.vitalsource.com/#/books/9780133800388/