NAME; Ineza Nisingizwe kelvin

ID; 24726

total quality management

case study; Delta plastics ,inc.

1 In the case of Delta Plastics, Inc., the different costs of quality described include:

Prevention costs: These are costs incurred to prevent defects from occurring in the first place. For
example, investing in employee training, quality control systems, and process improvements.

Appraisal costs: These are costs associated with evaluating and inspecting products or services to ensure
they meet quality standards. For example, conducting inspections, tests, and audits.

Internal failure costs: These are costs incurred when defects are identified before reaching the
customer. For example, rework, scrap, and retesting.

External failure costs: These are costs incurred when defects are identified by customers. For example,
warranty claims, product returns, and customer dissatisfaction.

In their decision-making process regarding the cost of quality, Delta Plastics made trade-offs between
these different costs. They had to balance the investments in prevention and appraisal costs to minimize
internal and external failure costs. By investing more in prevention and appraisal, they aimed to reduce
the occurrence of defects and catch them before they reached the customer.

2. use one of the quality tools described in the chapter to analyze the defects in the case . how do the
quality dimension differ between the two materials ? are there more defects associated with the super
plastic versus the standard material?

One of the quality tools that can be used to analyze the defects in the case is a Pareto Chart. A Pareto
Chart is a graphical tool that displays the relative frequency or size of problems in descending order of
importance. It helps to identify the most significant problems and prioritize efforts to address them.

Using a Pareto Chart, Delta Plastics can analyze the defects in their products and identify the most
frequent types of defects. They can then focus on addressing these defects first to have the most
significant impact on improving product quality.

Regarding the quality dimensions between the two materials, it is essential to define what quality
dimensions are being referred to. However, assuming that we are talking about product characteristics
such as strength, durability, and flexibility, there may be differences between the two materials. For
example, the super plastic may be stronger but less flexible than the standard material. Regarding
defects associated with the two materials, it is unclear from the case study whether there were more
defects associated with the super plastic or the standard material. However, using a Pareto Chart, Delta
Plastics can analyze the data on defects associated with each material and identify which material has
more issues. They can then take appropriate actions to address these issues and improve product
quality.

3 . given your ,what should jose do ?

To provide a specific answer on what Jose should do in the case study of Delta Plastics, more
information about the specific situation and challenges faced by Jose is needed. However, in general,
Jose should consider the following steps:

Evaluate the current quality management system: Assess the effectiveness of the existing quality
management system at Delta Plastics. Identify any gaps or areas for improvement.

Conduct a root cause analysis: Identify the underlying causes of the defects and quality issues faced by
Delta Plastics. This analysis will help pinpoint the areas that require immediate attention.

Implement preventive measures: Focus on prevention by investing in employee training, process

improvements, and quality control systems. This can help reduce the occurrence of defects and improve
overall product quality.

Review supplier relationships: Evaluate the quality of materials and components provided by suppliers.
Strengthening relationships with reliable suppliers can ensure consistent quality inputs.

Implement quality control measures: Establish robust inspection, testing, and auditing processes to
catch defects before they reach customers. This can involve implementing statistical process control
techniques and other quality assurance methods.

Continuously monitor and improve: Set up a system for ongoing monitoring of quality metrics and
customer feedback. Regularly review performance data to identify trends or areas that require further
improvement.

It is important for Jose to collaborate with cross-functional teams, involve employees at all levels, and
seek input from customers to drive a culture of quality improvement within Delta Plastics.