OPERATIONS

MANAGEMENT
AND TQM
CASE STUDY #1: URATEX COMMITS TO PRODUCT
QUALITY
1. What approach in quality has URATEX brand used to excel?
~ Uratex brand used an excelling approach in quality where
they producing high-end quality foam in a affordable price, this
kind of approach in quality is a way to have an excellent brand.
Manufacturing a product where people will patronize because of
its ensured durability that can last for years and excel among 2
others. Uratex brand used to excel because of it had been tested
its comfortability and durability, it is renowned manufacturer of
foam mattresses with its exceptional adherence to quality and
innovation towards ensuring and delivering the quality products
and services. Thus, Uratex brand is a brand revolves around
reliability, integrity, and ability to consistently provide products
and services that meets costumers’ satisfaction. (Jomar Lico)
 CASE STUDY #1: URATEX COMMITS TO PRODUCT
QUALITY
2. How would you qualify URATEX brand using the three quality types of
design quality of conformance and quality of performance? Discuss further.
~ Uratex is a popular mattress brand in the Philippines, dedicated to
providing high-quality foam products for the best possible sleep. For the type of
design, they have the best of class foam quality. They ensure that their customers
are satisfied, and we believe that they go above and above by giving the highest
quality that every customer desires. The quality of conformance, Uratex 3
understands that the mattress we choose affects the quality of our sleep, so they
provide or manufacture a variety of mattresses. Each uratex foam mattress has its
own set of benefits, demonstrating the importance of a good mattress to a good
night's sleep. The performance of uratex mattresses is much superior than that of
standard mattresses. They ensure that customers receive a high-quality product.
For the quality of performance, they provide everyone with a comfortable and
long-lasting foam mattress because of their high level of performance. (Novelyn
Cataluna)
CASE STUDY #1: URATEX COMMITS TO PRODUCT
QUALITY
3. Can URATEX brand make use of reengineering to further improve
its mattresses? Defend your side.
~ Yes, reengineering is an asset for every businesses and
looking at URATEX, it would give more recognition to their
products. Redesigning would be a great advance for them since
giving people a more new content and experience is an at most 4
priority. Though their product is already paving its name
worldwide we shouldn’t neglect that there's still a land for
improvement. As to give more justice to their tagline “Better
sleep, Better health” it would be a positive opportunity to indulge
reengineering. Not for the purpose of change but for the reason of
achieving endless comfort for the people. (Joshua Lahip)
CASE STUDY #2: FIVE REASONS TO AVOID CEBU PACIFIC AIR

1. What are some of the reasons OFWs avoid taking their flights using Cebu
Pacific airline? Explain briefly.

~Cebu Pacific Airlines has a reputation for poor service, which is one of the
reasons why OFWs fear flying with them. They consistently make mistakes in various
areas, including as flight delays, safety concerns, and overbooking. When it comes to 5
transportation, passengers are intelligent. They prefer public transportation which
provides them with the highest quality service at a reasonable price. First, Cebu
Pacific passengers may experience flight delays for a variety of reasons; nonetheless,
they must quickly contact the person or refer them to another airline to avoid wasting
their time. Second, safety concerns, this is a major issue for all passengers,
particularly OFWs, who have been separated from their families for more than a year.
They should ensure their safety in order to see each other in their respective homes.
And lastly, is overbooking. They must quickly fix this issue so that travellers do not
expect to arrive at their destination on the specified date, only to find out that there is
no cancelled flight and that they would be unable to travel. Cebu Pacific's employees
should also evaluate the aircraft's capacity to avoid flying delays or mishaps.
(Maylene Integro)
CASE STUDY #2: FIVE REASONS TO AVOID CEBU PACIFIC AIR

2. What particular dimension/s in service quality is lacking in Cebu Pacific

airline? Discuss further.

~ Cebu Pacific Airlines is known for its cheap tickets but lack of quality in
services. They are known to show poor quality services in the following First, Cebu6
Pacific is known to show poor quality in Safety and Security. In other words, travelers
have a lack of sense of peace in traveling because of protection concerns like the
safety of personal belongings and luggage. Second, Cebu Pacific is known for its
uncomfortable seats, making traveling experiences minimally satisfactory. Third, Cebu
Pacific has poor booking, scheduling, and ticketing service. They are known to delay
some of their flights in prolonged hours. Cebu Pacific Airlines simply lacks the
assurance of good, safe, comfortable travel. (Jeniline Mizal)
CASE STUDY #2: FIVE REASONS TO AVOID CEBU PACIFIC AIR

3. What improvements will you recommend to Cebu Pacific airline to become

saleable to OFWs? Describe your recommendation.

~ I would advise Cebu Pacific to improve customer satisfaction, particularly

among OFWs. As we all know, OFWs face numerous challenges while working7
abroad, and returning home must be a fascinating moment for them. As a company
that accommodates its flights, they have the obligation and responsibility to provide
excellent service to all passengers. I recommend that Cebu Pacific Airlines improve its
operations so that it does not cause passengers inconveniences such as missed or
delayed flights, overbooking, poor customer service, poor crew performance, and
other issues indicated by this airline. Overall, I propose that this airline should
implement the reengineering method because numerous aspects need to be redone,
improved, and enhanced, particularly in terms of customer satisfaction. By doing so, it
will be more appealing to OFWs since the source of the inconveniences will be
eliminated, and all of the passengers' concerns will be addressed. (Roselyn Lopez)
CASE STUDY #3: W. EDWARDS DEMING OF POWELL, WYO: THE MAN WHO
HELPED SHAPED THE WORLD

1. What is the economic sense of designing better the manufacturing process

to ensure that quality products were created from the start according to
Deming?
~ It is to provide a quality assured products to the market without the
company having excess regarding rejected items on the production process.
Deming believed that it is best to start the application of quality based product
on the process itself, rather than on the aftermath of the production. Where, He
stated in a sense that it would be better to ensure that outcomes are highly
qualified from the beginning by focusing on the betterment regarding the quality
designs to its manufacturing processes. Moreover, he also highlighted that
without proper managing it would access failures to the company. Consequently,
downfalls like this would give undesirable options, which is to identify the
poorly made product as scrap and waste so much efforts and assets or to take a
product risk and blindingly export it and provide customers un-satisfaction.
Thus, Deming believed that ensuring high-quality products on the baseline of
the production would be a huge advantage as it would cause less materials,
labor, energy and financing costs, and would as well cater more money,
including potential customers. (Joshua Lahip)
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CASE STUDY #3: W. EDWARDS DEMING OF POWELL, WYO: THE MAN WHO
HELPED SHAPED THE WORLD

2. Why is the philosophy of Deming easily accepted by the Japanese during

that time? Discuss it.

~ Japan has been at risk of losing everything after the annihilation caused
by the war. Both of its country's big cities are powdered by the bombing, where
everything seems to face a cause of devastation. However, they have gathered
will to understand that in order to achieve and be better on what they're before,
Japanese concluded that they should stand as a global exporter of high-quality
manufactured products. Yet, it would still be a huge problem if they don't have
the knowledge on how to turn those visions into reality. Apparently, Deming's
Philosophy had given them hope to make those dreams come true, hence they
believed that it fits well to what they aspire for their country to be. That's why
Japanese have easily accepted Deming's Philosophy and to what it stands.
(Joshua Lahip)

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CASE STUDY #3: W. EDWARDS DEMING OF POWELL, WYO: THE MAN WHO
HELPED SHAPED THE WORLD

3. If you are Deming, other than Japan where else can you offer your
assistance in terms of quality control?
~ If I would be Deming, I would give assistance to the Country—
Philippines. People may not have noticed, but Filipinos has so much potential in
them, unfortunately we're just so hungry of validation and not confidence.
However if by believing how great we could be I could foreshadow that
Deming's Philosophy would be a huge help for the country to arise among global
markets. Regarding those later years, when the World War II had erupted and
had caused so many deficits in everyone's lives, I believed Filipino market
would have furnished into something bigger if only they're guided by Deming's
terms of quality control. We are devastatingly affected by the aftermath of the
war and I assume that would indeed help the economy regain what it had lost.
Filipinos are hardworking people and are highly intelligent, however it is very
hard to uplift our economy for the reason that our management weren't as finest
as those of the neighboring countries. Perhaps, we could be like them if in those
years we were able to impart Deming's Philosophy in terms of quality control.
(Joshua Lahip)
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CASE STUDY #4: WHAT A COFFE CUP TAUGHT
ME ABOUT POKA YOKE AND HUMAN ERRORS
1. Is the author correct in saying that there are faults in the
design of the cup?

~ Yes, I will probably stand by the author’s perspectives, because I

strongly believed that she is definitely correct. Even if the owner of the
coffee shop thought that it would look cool for the business if they will
11
provide that kind of cup for the coffee. But in suggestions, customers are
always right in the sense also that they are the one who experienced and
used the said cup. However, if I am the customer then the design, features
or even the quality, I could be also deemed it as difficult to use and to
taste the coffee itself. Due to the fact, that the cup they offered or uses
was not usually or regularly like the ordinary cup of coffee. Maybe at first
you/I will not automatically recognize the faults in the design of the cup,
but if you are a diehard customer of that coffee shop whether your
experience is enough or not in that kind of service, you will surely
realized the inconveniences that the coffee shop served in terms of their
design and quality of the cup. (Halyssa Belardo)
CASE STUDY #4: WHAT A COFFE CUP TAUGHT
ME ABOUT POKA YOKE AND HUMAN ERRORS
2. Have you experience such kind of poorly designed cups in
the coffee shop? How did you handle the situation?

~ To be honest, I haven't yet experienced that kind of situation, but

if I’m in that situation I would rather talk to the manager in that coffee
shop because I still believed that the main reason for visiting a coffee
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shop is the quality of the coffee and of course good quality of services.
The average of the cups of the coffee is the design with the purpose in
mind to be a safe option for serving in the hot liquids. In other words, we
can serve good quality cups to our customers and drink their coffee
without getting burned. (Jeniline Mizal)
CASE STUDY #4: WHAT A COFFE CUP TAUGHT
ME ABOUT POKA YOKE AND HUMAN ERRORS
3. What other products do you know that are designed poorly?
What can you suggest to correct them?

~ So, based on the question I was assigned, my answer will be

umbrellas. Most umbrellas, in my experience, are extremely flimsy when
the going gets tough, and many turn inside-out or simply fall apart during
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heavy rainstorms. So, in general, ribs are the most important component
of an umbrella's framework. In my opinion, more than 8 ribs should be
added to strengthen the umbrella. Handles are also easily broken. I'm not
saying they'll make it out of steel because it'll be too heavy. Im looking
for a strong alloy because I believe it is a perfect compromise to make
umbrella’s framework both resistant and optimally flexible. (Filtham
Gasta)
THANK YOU

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