Name: Janne Ramento Ramos

Course: BSOA-2

Activity 10 Operations Management

Answer the following based on your own perspective:

1. What is ISO 9000, and why is it important for global businesses to have ISO 9000 certification?
The important of ISO 9000 certification lies in its ability to offer a globally recognised framework
for the establishment and upkeep of a quality management system, resulting in improved
customer satisfaction, enhanced processes, and heightened competitiveness in the global
market.

2. Compare the Baldrige Award and ISO certification. If an organization Were going to seek both,
which one should it seek first? Why?
The United States government grants the Baldrige Award each year to honour
Superior accomplishments of American businesses. If a company decided to pursue both, they
ought to First, look for ISO 9000. This is a result of the ISO 9000’s promotion of increased
productivity. Organisations that achieve quality are awarded the Baldrige Award for efficiency
and quality. An organisation can learn quality-improving techniques by using ISO 9000 first.
May be eligible to win the prize

3. Briefly explain how a company can achieve lower production costs and Increase productivity
by improving the quality of its products or services.
By improving the quality of products, it will take less time to do more work, thus
Improving the time efficiency especially in services that require speed. Improving quality
Of products can also help do work easier leading to improved efficiency.

4. What are the key elements of the TQM approach? What is the driving Force behind TQM?
To be successful implementing TQM, an organization must concentrate on the eight key
Elements: Ethics Integrity Trust Training Teamwork Leadership Recognition Communication

5. A computer repair shop had received a number of complaints on the Length of time it took to
make repairs. The manager responded by Increasing the repair staff by 10 percent. Complaints
on repair time Quickly decreased, but then complaints on the cost of repairs suddenly
Increased. Oddly enough, when repair costs were analyzed, the Manager found that the
 average cost of repair had actually decreased Relative to what it was before the increase in
staff. What are some Possible explanations for the complaints, and what actions might the
Manager contemplate?
The cost element associated with salary would have gone up as the manager raised the
Workers. This might have added to the increased expense of repairs. The price of fixing
Has grown in tandem with the daily increase in the number of repairs completed.

6. As a manager, how would you deal with the possibility that customer Satisfaction does not
always lead to customer retention?
Customer retention does not always follow from customer satisfaction in most cases. Because
consumers are already unhappy with the goods or services they receive They were given, and in
this generation, a lot of rivals have arrived to Take place. Customers may decide that it is more
appropriate to request that the product not be used or Rather than using a specific brand’s or
company’s services, they wish to purchase the goods or Because of our “curiosity,” we used the
competitor’s service.

7. What is Six Sigma? Explain its guiding principles.

Six Sigma is a systematic approach to eliminating errors. Six Sigma uses statistical methods to
improve quality by minimizing variability in business processes, from manufacturing to
engineering and purchasing. Six Sigma accomplishes its goal by using two Six Sigma Methods:
DMAIC and DMADV.

8. What is 6S Manufacturing principles that may lead to attaining quality? Explain each.
SAFETY - With the safety step in 6S lean management, you want to make the workplace safer for
workers. Mitigation of hazards and near-misses starts with their identification.
SORT- Is specifically designed to find out all this information. You need to identify the items
placed in the working area to decide what to do with them. Optimize the process by tagging the
equipment with color tags or with inspections software.
SET- Sorting out which items you need to keep, relocate, or throw away, it is time to do so.
Organize the workplace to be as functional as possible.
SHINE - Make the workplace ‘shine’ in the next step of the 6S lean management principle. It is
time for a proper cleaning procedure to make the area neat and tidy. You should set up a regular
cleaning schedule to ensure it is not just a one-time action, but a standardized process followed
in the future.
STANDARDIZE This is the time where you can take advantage of the documentation and notes
you made in the previous steps.
SUSTAIN- If you have completed all the steps above, great. You are on track to implement 6S
lean management in your company.
 9. Briefly describe each of the seven quality tools.

STRATIFICATION - Stratification analysis is a quality assurance tool used to sort data, objects, and
people into separate and distinct groups. Separating your data using stratification can help you
determine its meaning, revealing patterns that might not otherwise be visible when it’s been lumped
together.

HISTOGRAM - Quality professionals are often tasked with analyzing and interpreting the behavior of
different groups of data in an effort to manage quality. This is where quality control tools like the
histogram come into play.

CHECK SHEET (or tally sheet) - Check sheets can be used to collect quantitative or qualitative data. When
used to collect quantitative data, they can be called a tally sheet. A check sheet collects data in the form
of check or tally marks that indicate how many times a particular value has occurred, allowing you to
quickly zero in on defects or errors within your process or product, defect patterns, and even causes of
specific defects.

CAUSE AND EFFECT DIAGRAM - leading to an effect, usually depicted as a problem to be solved. Named
for its resemblance to a fishbone, this quality management tool works by defining a quality-related
problem on the right-hand side of the diagram, with individual root causes and sub-causes branching off
to its left.

PARETO CHART(80-20 rule) - As a quality control tool, the Pareto chart operates according to the 80-20
rule. This rule assumes that in any process, 80% of a process’s or system’s problems are caused by 20% of
major factors, often referred to as the “vital few.” The remaining 20% of problems are caused by 80% of
minor factors.

SCATTER DIAGRAM - Out of the seven quality tools, the scatter diagram is most useful in depicting the
relationship between two variables, which is ideal for quality assurance professionals trying to identify
cause and effect relationships.

CONTROL CHARTS - Control charts use a central line to depict an average or mean, as well as an upper
and lower line to depict upper and lower control limits based on historical data. By comparing historical
data to data collected from your current process, you can determine whether your current process is
controlled or affected by specific variations.