Name :- Vikram Bista

Matric No. :- 052201900075

Subject :- Quality and Change Management
Subject Code :- MGMT 5212
Date :- 27 June 2022
MBA Fist Semester 2022, Group “B”

Answer Sheet :-
SECTION A (80 MARKS)

There are EIGHT (8) questions in this section. Answer ALL Questions in the Answer
Booklet.

QUESTION 1 (10 MARKS)

How Quality Management helps in generating more revenues for the product and services
offered by an organization?

Answer:-

Quality management is the act of overseeing all activities and tasks that must be
accomplished to maintain a desired level of excellence. This includes the determination of a
quality policy, creating and implementing quality planning and assurance, and quality control
and quality improvement. When an organization follows Quality Managemeent System, it
meets two important requirements:

 Customer Requirement:
It gives the customer confidence in the ability of an organization to deliver the desired output
and provide consistent service
 Organization’s Requirement:
It gives senior management the confidence that service can be provided at an optimum cost
with efficient use of available resources

Other than meeting customer and organization requirements, a good QMS will also help to:
1. Set goals for employees
2. Build motivation within the company
3. Establish a strong vision for the employees
4. Set standards for employees
5. Fight resistance towards change within the organization
6. Improve process control
7. Reduce wastage
8. Increase market share
9. Facilitate training

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How it increases revenue are as follows
 Practise of QMS means a set of procedure which reduces rework, reducing wastage of
cost.
 It further helps in making process oriented system, reducing higher inspection or quality
testing mechanism, this also reduces cost.
 It keeps team motivated and hassle free, increasing efficiency or output. Means, higher
production and more revenue.
 QMS process ensures superior quality in process and output. Hence, more satisfied
customer, means higher demand and hence more revenue.
 Quality Management means save of time for new hirings as they don’t need to be
explained much, this system brings everything documented, reduing wastage of time.
Time saving means again value addition to outpur and hence, increase in revenue.

QUESTION 2 (10 MARKS)

SAMSUNG wants to enhance customer experience in their business. Formulate strategies as

Operation Manager to build outstanding customer experience.

Answer:-

Samsung is a South Korean manufacturing company, famous in electronic Industries

If I would be an Operation Manager strategies that I will use are as follows :-
1. Understanding need of customer :- Like in phone segment everybody is looking for
cheaper segment is India, Nepal etc. Hene, need to have better strategy to beag Redmi, Xiomi
etc. Via cost reduction and enhancing features.
2. Listening to customer feedback and complaints :- Not only listening them, customer
should be given instant solution, and for same there is a need to reduce waiting time for
customer for repair and maintenance or any other problem.
3. Introducing AI system :- If customer need to complain, make it easy on click and should
be given instant reply and solution as well.
4. Approaching customer expectation :- From top to bottom, each one should study and talk
to every their loyal and disloyal customers to understand what is their real expectation with
Samsung Brand.
5. CX Performance matrics :-To understand how likely the customer is to recommend the
samsung to their friends and nearby.
6. Providing discounts, rewards, quick interaction can easily attracts and bring comfort in
customer to enhance customer experience.

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QUESTION 3 (10 MARKS)

What is the Plan Do Check Act process? Kindly explain in detail with relevant examples.

Answer:-

Plan: Recognize an opportunity and plan a change.

Do: Test the change. Carry out a small-scale study.
Check: Review the test, analyze the results, and identify what you’ve learned.
Act: Take action based on what you learned in the study step.

If the change did not work, go through the cycle again with a different plan. If you were
successful, incorporate what you learned from the test into wider changes. Use what you
learned to plan new improvements, beginning the cycle again.

Example :-
Plan : There found a complaint from client that Tag Plate in One of the product is of another
product.
Do : After analysing whole process and understanding at which stage this process is done.
Going to the actual site and understanding why error is occuring. And hence a bean
system was introduced to have.
Check: There we found a mix up of tags. And then knew, there might be issue of tags mixup
which shall be organized by previous worker.
Act :- Hence, Bin system introduced and the feeder of tag is instructed to seperate tags and
put in bin seperately so that tagger can work without error.

Now again system need to be observed again and again, with random or repeated monitoring,
if system is working effective. If it works proper focus on other works, else again repeat the
cycle with further other alternative method.

QUESTION 4 (10 MARKS)

“People who appear to be resisting change may simply be the victim of bad habits. Habit,
like gravity, never takes a day off.”― Paul Gibbons, as a Change Agent Team all of you
have been asked to address this, elaborate as how we can manage resistance to change in an
Organization.

Answer:-

In today's world, change is the only constant that surrounds us. In business, it's no different.
For employees, this can be difficult to manage and upsetting. When striving for a successful

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transformation we must consider the different perceptions of those initiating change,
implementing it, and being impacted by it

Straties required to manage resistance to change are as follows :-

1. Education :- Everybody should be given proper training and education, that why change is
necessity and how it is positive to compay growth and their growth. How they gonna learn
new things and beome more skillfull and valuable to organiztiaon.

2. Participation :- When people who are affected by organizational change are allowed to
involve in the design and implementation of change, resistance to change can be avoided.

3. Use of rewards :- Peope who accept changes whould be rewared with praise, recognitioin,
feedback, and in the form of some gift on monetry values. This will let others to get
motivated to bring in changes.

4. Use of punishment :- People who reject changes, should be punished in the form of oral,
written warning, firing, transerring etc. Such fear to loose job could make them forcibly
make changes.

5. Negotiation :- When certain group resists or put extra power to change, negotiation is a
good strategy. Understand whey they are resisting, and understand what could let them
reduce resistance, and that could be upgrading post, increment in salary, some extra perks
benefits etc.

6. Leadership :- Good leadership is always a best asset to any of the organization, and further
leader who is influecer to emoployees can easily bring in changes.

7. Top management support :- When top management provide technical, personal and
emotional support it become easy to bring changes.

QUESTION 5 (10 Marks)

Do Project Change Management (PCM) and Culture Change Management (CCM) make
better Impact in an organization for Implementing Change initiative process? (Explain with
Examples)

Answer:-

Yes, these can be considered as initiator for bringing changes.

For culture change management, HR can be considered as crucial agent. Once human source
is being inculcilate with small changes, they start adapting accordingly to big changes.

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Bringing into discipline changes, some habint changes, some routine changes, artifacts
upgrading, etc. System can make them get adaptable to slow changes. As healthy and better
culture means stress free environment and happy system. Once, they understand value of
changes by themselves, it becomes easy to bring in changes. Rather than forcing system,
adoption of changes by them can be highly efficient and fruitful
Further in Project Change Management the top level one like project managers, program
managers, IT professionals, HR etc. are being taught to brings in changes and importance.
Their change by default bring easiness to bring changes to bottom level. Project employees,
strategies, planning, system can be easily brought into change.

Hence, we can say implementing culture change management and project change
management can make better impact in an organization for implementing change initiative
process.

QUESTION 6 (10 MARKS)

W Edwards Deming and his FOURTEEN (14) Points towards Quality are they still relevant?
Explain any ONE (1) point which relates with today’s scenarios?

Answer:-

Before things like globalization and technological advances became so important,

competitive pressures were typically much lower, and companies were usually satisfied with
focusing their quality efforts on the production process alone.
Now, quality is often thought to start and end with the customer, and all points leading to and
from the customer must aim for high-quality service and interaction.
But to be truly successful, quality needs to be built into every level of a company, and
become part of everything the organization does. From answering the phone to assembling
products and serving the end customer, quality is key to organizational success.
Deming's 14-Point Philosophy is a great tool one can use to build quality in at every level of
business.
However as per question one point that has to be explained is I would like to elaborate his
third point “Stop depending on inspections”.
Everybody now is using lean manufacturing, process oriented system by following TQM,
trying to reduce defects or error through study of SIX SIGMA. There are tools like Poka
Yoke to reduce error and reduce effort and time for inspection. Less time and less effort
means high productivity, high profitability and high revenue etc. Hence, flemings had this
point so early but every new philosophy is somehow is the origin to his this point. Earlier
there used to have 100% inspection, now already reduced to random inspection, and now
foucs is on zero defect without inspection.

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QUESTION 7 (10 MARKS)

“The role of Executive Leadership is important for implementing quality trilogy in

organization” Do you agree with this statement? Justify your answer

Answer:-
The Quality Trilogy explained by Juran is: Any organization taking up a journey in Quality
Management will have to have three Processes in place, which are:
i) Quality Planning
ii) Quality Control and
iii) Quality Improvement.

Executive leadership has a critical role in implementing quality triology :-

Quality Planning: As with all management activities and processes, Quality journey begins
with planning the activities that needs to be done to adhere to the Vision, Mission and Goals
of the organization and to comply with customer and compliance requirements.Quality
Planning comprises of i) Understanding the customer, ii) Determining their needs, iii)
Defining the product/service features, specifications iv)Designing the product/service v)
Devising the processes that will enable to meet the customer needs.
Hence, this is first need to be planned by leader.
Quality Control: Once the processes are defined, the responsibility is now with operations,
to adhere to the processes and specifications required by the product/service. For this purpose
periodic checks and inspection has to be done, metrics need to be tracked, to ensure that the
process is in control and meets specifications and the metrics need the set target. Wherever
there is a defect a corrective and preventive action needs to be done, and root cause has to be
arrived at. Also the deviation in the metrics and process audit results need to be monitored
and corrected for meeting the required target as specified by the processes.
Quality Improvement: However robust the process design and the product features are,
there are chances that it may fail to meet customer requirements and design targets. It might
be due to some special causes that are present in the system and might be due to change in
business scenarios, customer requirements, market completion and many more forces.
All these above mentioned steps need to be planned, executed, controlled, monitored, and
improved on a regular basis. An effective system by executive leader can maintain this. Not
wokring properly or regularly can again bring triology in slow and can hamper system.
Hence, role of executive leaders is very critica.

QUESTION 8 (10 MARKS)

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 As a manager of a company manufacturing TV sets, prepare a fish-bone or cause and effect
diagram, as you are getting regular complaints about a poor-quality product.

Answer:-

Man
Machine
Outdated
Unskilled manpower
machine Less
Damaged motivated
machine
Dies worn Lack of knowledge
out On probation
Vibration on machine
Poor quality TV

Procedure is Defect from

Caliberation lacks not adequate vendor
Plastic is of low grade

Tool used is of wrong size TV screen is of low quality

Method Material

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SECTION B (20 MARKS)

There are TWO (2) questions in this section. Answer All the questions in the Answer
Booklet.

Coca Cola is a retailer, marketer and manufacturer of non-alcoholic drinks and is known
worldwide for its coca cola beverage. In addition to its coca cola brand, Coca Cola Company
offers 500 beverages and non beverages brands in about two hundred countries. The
company was founded by Asa Candler in 1892. It’s headquarter is located in Atlanta,
Georgia of the United States of America. The company had total net income of
approximately 11.8 billion US dollars in 2010 with a total number of employees 139,600
worldwide. Company’s brand i.e. Coca Cola stands number one in the list of most well
known brands of the world (Coca Cola company, 2006-2011).

Coca Cola is a type of company that requires making changes in its products and business
strategies according to the consumer expectations and external environment. Here in this
study we would quote different examples from coca cola corporation’s history and will
examine what were the triggering events for opting for the change and what strategies the
company developed and implemented in order to successfully go through the transitioning
process.

The need for change in an organization is often created by external and internal factors,
where external ones encompass governmental laws, labor markets, market conditions,
economic scenario etc. and internal factors are the workforce, resources, attitudes of workers
and strategy adopted by the organization (Robbins and Coulter, 2008). Coca Cola
Corporation is among one of the oldest corporations of the world. It has gone through many
internal and external changes since it has been in existence. The company has used
techniques of change management in order to survive from the consequences of those events.

The company has faced a lot of external changes, for example in world war II, the company
was able to manage its existing position at that time and also entered in many new markets
and discovered new niches (Coca Cola company, 2006-2011). The company also provided
free drinks to soldiers which were part of its strategy to become a patriotic symbol for the
people of the country. Also it boosted the sales, so the company achieved two objectives by
carefully planning to respond to that external environmental change. The plants developed by
the company in the war era helped its expansion after the war.

Barton et al (2002) reported that Coca Cola Corporation adopted acquisition strategy in time
of Asian financial crisis. The company acquired bottling, coffee and tea shop businesses in
Korea and Malaysia. Beverage is a type of industry where tastes and preferences of the
consumers change on continuous basis. Coca Cola Company also responded to such
consumer changing behaviors in an effective way by developing new products like Diet Coke
and Coca Cola Zero. The company also committed a marketing blender when a rival
company launched a black beverage with comparatively sweet and smooth taste. The product
was named as new Coke. But the sales gradually went down and company faced severe

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consumer critics and protests. The company managed this situation very commendable by
restoring the old formula and naming the bottle as diet coke (Kotler and Armstrong, 2010).
As people are becoming more health conscious and willing to invest on health based
products, coca cola is developing juices and various energy drinks as well. This shows the
company’s strategy to responding varying consumer tastes and expectations and changing
itself according to it.

The coca cola company used theory of organization change presented by Kotler (1996)
which elaborated the procedure to manage change on the people dimension of the
organization. In addition to making operational and strategic changes, the company also
changed its advertising strategy by targeting various groups of consumers like American
consumers, African consumers, Middle and far eastern consumers and European consumers.
The company altered the packaging of its coca cola brand and developed more product lines
and broadened them globally (The Coca-Cola company case. n.d.).

The present condition of Coca cola Company worldwide is very good. The company is
selling its beverages throughout the world successfully. But in some countries, coca cola
stores are not as according to the company’s main marketing, inventory and efficiency theme.
The company is planning to align its performance standards according to its own corporate
culture and strategies with the help of a comprehensive change management plan. These
changes will be implemented within the business operations and management of the
company.

Change Management at Coca Cola

Organizational change might be referred to as any change brought about in structure
technology or people of an organization. Change in structure is maintaining the span of
control, specifying different work roles, redesigning job scenarios etc. Change in technology
could be an introduction to new innovative methods for improving the product’s quality
launched by the organization. While change in people is to bring about alterations in the way
people think and act. It means to modify their behavior towards the betterment of
organization (Robbins and Coulter, 2008, p.364).

Employee engagement
The recent change management at coca cola is directed towards the intrinsic values and
motivations of the employees and can be referred to as ’employee engagement’. The change
management process, together with internal branding programs is expected to bring about
ideal behaviors in employees, which would align the operations of coca cola worldwide, and
bring about efficiency throughout coca cola across all its business segments.

Coca cola hopes to bring about a thoroughly integrated system of communications, and focus
on creating brand relationships with their employees. This would enhance the operations of
Coca cola, as an integrated approach would mean all employees believe in engaging fully in
the values, and this would become an inherent part of the employees at a personal level.
Coca-cola is actively seeking to incorporate the change into its company for “building
capability in engagement, maintaining engagement momentum and ensuring that engagement
is integrated into CCR’s people practices” (Samdahl,2011). For this purpose, employee

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engagement surveys are conducted twice every year for all the coca cola associates, which
serve to highlight the areas where action is required, and further actions and implementations
can henceforth be executed.

Coca-cola believes that their business results hinge on the dedication of their employees to
operational excellence. The company truly recognizes the importance of the people to the
business, and knows that to continue to bring about tremendous results it is bringing in,
employees throughout the world should believe in the values intrinsically, and therefore the
employee engagement is being focused on all the countries the company serves to align,
thoroughly integrate and align the company so that operational efficiency can be achieved.

Importance of change to coca cola

Employee engagement is very significant to all segments of operations at coca-cola and has
translated into performance in areas where employee engagement is higher.

For coca-cola, an engaged workforce means:

● A more committed workforce

● Employee performance aligned with organizational objectives
● Employees have a clear idea of what is expected of them and what are the
deliverables
● Customer experience focuses on an inherent part of employees’ values, who strives to
provide a better experience to the customers. Customer focus was identified as a central tenet
of the multi-year engagement strategy to be implemented in 2011(Gee,2011)
● When employees are aligned with company goals, they themselves adopt a proactive
approach towards issues such as waste elimination
● Employees awareness gives them a voice which helps to influence legislations at
local levels
● An integrated system of communication is very helpful in the volatile and dynamic
markets of today, where conditions change very often and the company has to be responsive
at all times

Therefore, for all the business segments of coca-cola wherever they are located across the
world, the change towards employee engagement is justified if they have to reap the fruits
gained by an effective system of integration.

Ensuring the Involvement of Required Stakeholders

Coca Cola Company can use two change management tools to make sure that all people who
are required to be a part of the change management process. These tools are Force Field
analysis and the AKADAR model. Force field analysis is a technique developed by Kurt
Lewin to scrutinize the forces that are causing an opposition to change process (Bass, 2009).
By doing Force Field Analysis, Coca Cola Company will be able to induct people who are in
need of appropriate training. Another useful tool is the AKADAR model which stands for
Awareness, Desire, Knowledge, Ability and Reinforcement. Through AKDAR model, firm
creates awareness about the need of change, generate desire in the people to help in
transitioning process, give knowledge to the people that how they can help the change

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process, develop an ability in the people to go through the change and provide them with
continuous reinforcement to withstand the change (CMLR, 2011).

Ensuring that change is successful

Some considerations that will facilitate the change management process include:

● Productive and consequential dialogues and talks with employee representatives

● Online and paper surveys from all the stakeholders involved in the ‘change’
throughout the world, and with associates to gain an insight on their perceptions
● Effective communication at this stage for informing the stakeholders the reasons for
change and the benefits it would bring
● Overcoming the ‘inertia’ by taking all stakeholders in confidence. The surveys can
serve as a prerequisite to gain an insight on the stakeholder perspective
● Details of the action planning process communicated to all those who would initiate
the change

QUESTION 1 (10 MARKS)

Why its important for a company like Coca Cola to keep on making changes in its products
and business strategies according to the consumer expectations and external environment?

Answer:-

Choice of taste of every human being is different. Some like sweetness, some like saltines,
some like bitterness, means there is variation in tastes. Making anything consumable highly
and on a regular basis means it should have some sort of taste so that it makes them never
boring. Coca Cola has become such brand. And it keeps on making changes on products
because with passing of time people could be boring to single taste thats why they launched
Diet Coke, Fanta, Sprite and so on. Different taste means more customers and more
sustainance to business and more growth. Hence, Coca Cola is required to understand
expectations of every customer and needed to have a solution as per each customer
expectations. Thats why they have Soft Drink, Beverage drinks, Coffee, Juice dairy products
etc.
Now for external environment, different ecology or different topography means different
types of need, demand and affordability. Some countries makes it diffcult to work due to
corruption, some factors such as economical value also could bring hinderance. If population
is young, old, male female etc. also impact production capacity or say demand capacity.
As per the exeternal factos, such as employees demand, skills, availability of technology etc,
there is a need to bring some strategy. Hence, external envirnment asks for continuous
change in business strategies to make sustainance to any external factors.

QUESTION 2 (10 MARKS)

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What are your recommendations to Coca cola in the context of the volatile dynamics with
which companies operate today?

Answer:-

As per my feedback or recommendation. Company is working with advance system,

proactive change management concepts, and having a continous strategy and plan. It can be
seen through their growth and sustainance in difficult phases such as world war. Their
employees are proactive working force, who immediately eliminate any waste/muda. Coca
Cola understands the value of its employees and hence having proper facility and values.
They provide regular training, education etc. They are being taught how customer orientation
could bring in benefit to both eomployees and company. They focus hard on customer
expectation and bring into changes as per customer expectations. And they are always
focused to bring in changes, either in product, system or management, to fulfill the
expectation of customer as well as internal and external factors.
Hence, to sum up company seems to be working effectively and proactively and hence is a
leading industry in food and beverage. It has covered worldwide from east to west. And all of
these just because they have holistic quality management system, effective leader, and
opennes to change as per market/customer feedback, satisfaction and expectation. Now there
are n number of beverage products, but still Coca Cola stands at top, means its not only about
taste, its about strategy, about system, about leadership, about value that they bring into
internal and external factors / human resource.

*** END OF QUESTIONS ***

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