tiểu luận kết thúc học phần quản trị chất lượng

In this essay, the Quality Management will be analysed in terms of Resources and Awareness, from which several realistic illustrations are proposed, as well as the insights and predicted

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° TRƯỜNG ĐẠI HỌC KINH TẾ TP.HÒ CHÍ MINH

KHOA QUAN TRI

UEH

UNIVERSITY

TIEU LUAN KET THUC HOC PHAN

MON: QUAN TRI CHAT LUONG

Giáo viên hướng dẫn: Nguyễn Văn Hóa

Sinh viên thực hiện: Phạm Hồng Hiền

Mã số sinh viên: 31221021708

Mã lớp học phần: 23C1MANS50209201

Phong hoc: BI-404

Budi hoc: Chiều thứ 3

= TP Hồ Chí Minh, ngày 18 tháng 10 năm 2023 <

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FOREWORD

In today's dynamic and competitive business landscape, the pursuit of quality is paramount

Quality management, a multifaceted and evolving discipline, serves as the cornerstone of

organizational success and customer satisfaction From manufacturing to service industries,

quality management principles have become a driving force for enhancing products, services,

and processes In this essay, the Quality Management will be analysed in terms of Resources

and Awareness, from which several realistic illustrations are proposed, as well as the insights

and predicted recommendations for future Throughout the process of the essay, it cannot

avoid several mistakes and disatisfactions because of the limited conditions of a student

Therefore, I hope this essay will luckily receive you empathy and understanding

TABLE OF CONTENT

1 Introduction

1.1 Rationale for choosing the topic

1.2 Objective of the essay

1.3 Research questions

1.4 Main content of the essay

2 Quality Management and Resources

2.1 Resources in Quality Management

2.1.1, Financial resources

2.1.2 Human resources

2.1.3 Physical resources

2.2 The importance of allocating resources effectively

2.3 Realistic Examples of Quality Management in case of resource scarcity

3 Quality Management and Awareness

3.1.The significance of awareness about Quality Management

3.2 How Awareness can affect the performance of Quality management

3.3 Concrete examples of how awareness can either promote or hinder Quality

management

4 Tools and Methods in Quality management

4.1 Used tools and methods in Quality Management

4,2 How the tools and methods can be employed to optimize both resources and

awareness related to Quality management

5 Applications of Quality Management

5.1 Specific examples of applying Quality Management tools and methods

5.2 Evaluated outcomes and benefits

6 Conclusion

6.1 Summarized main content

6.2 Important insights and future recommendations

REFERENCES

— END —

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1 Introduction

1.1 Rationale for choosing the topic

According to Quality Management Essentials (David Hoyle, 2007), quality is a result

produced when a need, expectation, requirement or demand is met or satisfied In contrast,

anything that does not satisfy the need has poor quality In reality, we totally cannot be

successful if we do not be aware of what we need to satisfy expectations and control them

Therefore, several approaches are needed for organizations to achieve, sustain and improve

quality Furthermore, some authors have indicated similarities between sustainability and

quality in terms of their philosophies and applied practices (Klassen and McLaughlin et al.,

2012) Both sustainability and quality take a proactive managerial stance that focuses on long-

term goals and maintaining performance achievements Consequently, that 1s why this essay

focuses on Quality Management, which means concentrating on the sustainable development

or at least the sustainability of organizations

1.2 Objective of the essay

For the significance of Quality Management mentioned above, this essay aims to clarify:

e The correlations between Quality Management and Resources

e The correlations between Quality Management and and Awareness

e Tools and methods which are used in the field of Quality Management

e How Quality Management is applied in reality

1.3 Research questions

Based on the objectives of the essay, the research questions are to make clear about:

e How Quality Management and Resources and affect each other?

e@ Whether or not the Awareness influences Quality Management and vice versa?

@ Which tools and methods are the most often used in Quality Management?

@ What are the most realistic evidences for Quality Management?

1.4 Main content of the essay

In order to obtain the objects, the essay includes the following parts as the main content:

e Introduction to the essay

® Quality Management and Resources

® Quality Management and Awareness

e® Tools and Method in Quality Management

e How Quality Management is applied

® Conclusion

2 Quality Management and Resources

2.1 Resources in Quality Management

2.1.1 Financial resources

Deming and Shewhart (1986) and Skinner's (1969) claimed that quality are portrayed

in the Chain Reaction Theory The theory's central proposition is that if a firm firstly improves

its quality (e.g by the analysis and improvement of cross-functional processes), it can lead to

decreased cost, reduced rework, time and materials, and an improvement in total plant

productivity The operations management literature has also laid claim to the benefits of

quality approaches to removing waste from processes and in so doing improving performance

across a sandcone of measures 1.e quality, delivery, flexibility and ultimately cost (Ferdows

and De Meyer, 1990) The results indicated by Robert Handfield,Soumen Ghosh &Stanley

Fawcett (2018) provided the support for the relationship between a company's quality-driven

strategies and improved financial performance

Furthermore, according to Peter J Danaher & Roland T Rust (1996), improving

service quality can increase revenues through:

(1) Retaining a higher percentage of existing customers: Effective Quality

Management also ensure the quality of the products or services provided (through model of

3Ds, QCDSS or RATER model for service and 8-element for manufacturing dimension) This

means, the rate of customers satisfied with the companies stand a higher chance of rising,

whereas the risk that we lose our customers can be minimized;

(2) Attracting more customers through positive word of mouth: According to

researchers (Bickart and Schindler, 2001; Kumar and Benbasat, 2006; Zhang et al., 2010; Pitta

and Fowler, 2005), consumers tend to seek and evaluate information about stores and products

through previous customers before making purchasing decisions Before the internet era,

consumers shared their product experiences through traditional word-of-mouth (WOM)

methods, such as discussions with friends and family (Sundaram et al., 1998) Traditional

WOM communication is understood as face-to-face communication among consumers related

to any product, brand, or service; customers often turn to WOM to reduce uncertainty about

new products or services before making purchases (Arndt, 1967);

(3) Increasing the usage rates of existing customers: Apart for the whole factors that

need to be considered when deliver a product to customers, we should focus more on the

aspects of Reliability, Conformance, Durability, and Serviceability to prove to the current

customers that their choice of our company is completely true Therefore, we can better the

usage rates of those current customers

By that way, the revenues and profits of the companies can be improved considerably

And the profits can totally be re-invested for reports and researches to find out the best

methods, approaches or processes to continuously improve In detail, basing on the 4M model

affecting quality, all 4 factors Man, Machine, Materials and Methods are decided by the

financial problem Especially for the machines, the stronger finance is, the better the functions

of machines are On the contrary, in case of lack of or no financial adequacy, the processes of

Quality Management can be ignored or less invested, which leads to the inefficiency of

functions or even the mistakes that the companies can make and lose their reputation,

customers, and profits Therefore, we can totally confirm that Quality Managementand

financial status are affecting each others

2.1.2 Human resources

According to Alvaro D Taveira et al (2003), Elements of the Total Quality

Management were defined and measured using the Malcom Baldridge Award criteria The

particular factors examined were “Management Support of Quality”, “Human Resources”,

“Information and Analysis”, “Customer Focus and Satisfaction” , and “Processes and Quality

Results” From those, we can declares that Human Resources is one of the decisive elements

for Quality Management Moreover, the study by Ching-Chow Yang (2006), confirms that

Human Resources considerably affects Total Quality Management practices, concluding that

Human Resources have a significantly positive effect on the implementation of Quality

Management What is more, Implementing Human Resources Management practices can also

have a huge effect on customer and employee satisfaction It positively influences

“employees' quality awareness” and “corporate image” as well

Overall, on the other hand, successful implementation of Total Quality Management

could result in an increase in customer satisfaction as well as benefit corporate image It can

also boost the satisfaction and employees’ quality awareness Enterprises that focus on the

implementation of Total Quality Management also need to pay considerably attention to

Human Resources , if they are to increase the firm's performance significantly

The extent to which Human Resource Management (HRM) affects Total Quality

Management (TQM) was tested by Joseph R Carter, Larry R Smeltzer, Ram Narasimhan

(2006) Five primary results emerged are: First of all, organizations with more successful

TQM programs tended to stress formal performance evaluations of purchasing employees

Second of all, purchasing employees at firms of successful TQM were more involved in key

decisionmaking processes impacting their jobs Third of all, employees in firms with more

successful TQM programs had a higher level of perceived support in job security and less fear

of failure for taking risks Fourth of all, purchasing employees in more successful TQM

companies approached more TQM-related training sections Fifth of all, purchasing

employees of more successful TQM companies were more likely to be rewarded for

individual goal achievement than those of less successful TQM organizations

To sum up, Human Resources is the factors that both directly or indirectly affect the

performance of the companies, even on their profits and revenues However, the TQM can

help to control Human Resources, boosting their potentials for better performances and

efficiency

2.1.3 Physical resources

Xingxing Zu (2009) proved through the analysis of the structure model that the core

Quality Management directly result in the improvement of quality performance, and the

infrastructure Quality Management contributes to quality performance Even in 4M model

affecting Quality Management (Man, Machine, Materials and Method), there are 2 out of 4

elements that counted as Physical Resources (Machine and Materials) As according to Singh,

R., Gohil, A M., Shah, D B., & Desai, S (2013), it is directed towards obtaining customer

satisfaction by delivering the highest quality products Through the concentrated

improvement, defects are eliminated out of the process after identifying the parameter of

machines which affect the quality of products

Even Alan M Kalet, Samuel M H Luk, Mark H Phillips (2019) also claimed in their

research that machine implementation can assist activities include improvements in planning

time, advanced dosimetric QA, increased safety checks, plan quality, predictive machine

maintenance, and developments key for new QA paradigms driven by adaptive planning All

those factors are either directly or indirectly affecting the process of the companies In other

words, which level that machines are used and implemented in the process will partly decide

the level of effectiveness of functions, leading to revenues and profits of the company

On the contrary, it is certain that the effectiveness of Quality Management brings

better performance of the company, then resulting in better profits The profits can totally be

re-invested in the machines or revolutionized machines or other factors of Physical Resources

like Materials (updated or higher quality materials) serving for the process of companies

In conclusion, Physical Resources is one of the most significant factors in Quality

Management, beside Financial and Human Resources It will be the background for

effectiveness of functions and process of any organizations In case of nothing or lack of

Physical Resources, the company cannot certainly function well, or even cannot complete its

proposed targets, leading to the decrease in the revenues and profits

2.2 The importance of allocating resources effectively

According to Jiajie Xu, Chengfei Liu & Xiaohui Zhao (2008), Resource management

has long been acknowledged as a crucial topic for carrying out corporate procedures

However, process factors like structural and task interdependence have not received

significant attention in the majority of recent resource allocation studies

A company must focus its resources in the areas where it can take advantage of market

possibilities that provide the greatest potential for long-term shareholder returns Officers and

the board of directors of a corporation cannot feasibly assess the merits of each project, which

would necessitate a vast amount of information from the business case for each initiative The

existing research focuses more on project-oriented decisions about resource allocation and

capital budgeting than it does on managerial concerns related to resource allocation or capital

budgeting at the business level (Prakash Deo, 2017)

Therefore, it is totally clear that allocating resources effectively is extremely important,

affecting the survival of the organization For finance, this is the blood of the company, the

potential of the company is based on this factor For the Human and Physical resources, these

two are important because it decide whether the companies are effective or not to obtain the

determined goals Lacking these resources or “nothing” will certainly lead to the collapse of

the companies

2.3 Realistic Examples of Quality Management in case of resource scarcity

Financial Resources: One of the businesses that vanished into thin air after filing for

bankruptcy is Long-Term Capital Management The 1997-1998 Asian economic crisis had an

impact on Long-Term Capital Management When economies in nations like Thailand and

Indonesia faced a slowdown in growth and currency devaluation, it was initially perceived as

a regional catastrophe However, the issue did not end there and continued to grow In

addition to the Russian government's debt default, Long-Term Capital Management's

speculative fund also failed that year

Human Resources: Small British textile business Polly Peck International (PPI) saw

fast growth in the 1980s and joined the FTSE 100 Index before going bankrupt in 1991 with

debts of £1.3 billion, which eventually forced the company's CEO, Asil Nadir, to flee to

Northern Cyprus in 1993 One of the business scandals that prompted changes in UK

company law and gave rise to the first iterations of the UK Corporate Governance Code was

the Polly Peck affair Actually, The share price plummeted following a raid by the UK Serious

Fraud Office in September 1990, Asil Nadir, the CEO, was found guilty of embezzling funds

from the business

Physical Resources: VISERY, a successful company in Vietnam, however, there were

major setbacks in addition to these achievements This involves building workplaces and

buying machinery and equipment in large quantities, most of it being used Some of the

equipment had been created in 1988, but it wasn't until around 2000 that it was bought A

significant amount of money was also spent on breeding studies, but it wasn't put to good use

As a result, VISERI was forced to import 60 to 70 percent of its silk and silkworm eggs from

China each year, some of which had inconsistent quality Additionally, there have been cases

where the costs of specific silkworm kinds, which are known for their great output, have

suddenly skyrocketed from 20-27 thousand Vietnamese dong per kilogram to as much as 40—

47 thousand Vietnamese dong per kilogram

Those examples showed us that in case of lack of or even nothing in the resources, the

Quality Managment cannot be ensured, leading the the collapse of the organizations

3 Quality Management and Awareness

3.1.The significance of awareness about Quality Management

The study by JSNAINI, D B J et al., 2021, supports the idea that every aspect of the

company must participate in continuous quality improvement via employee and manager

involvement in both thinking and action Every employee must be able to synchronize their

self-awareness and organizational awareness in order to achieve the alignment mentioned in

quality awareness TQM implementation will operate smoothly if corporate awareness and

self-awareness are in sync To make sure that job descriptions are really in line with

organizational needs or with the company's quality manual, extensive management

engagement is necessary A strong communication network is a requirement in establishing

perceptions of distribution quality awareness in order to support this Through constant

interaction, communication seeks to advance common values and business understanding The

creation of efficient work processes that adhere to standard operating procedures is facilitated

by effective communication between employees and supervisors

3.2 How Awareness can affect the performance of Quality management

Engaging people in the implementation process and enabling them to actively engage

are essential components of retaining perceived distribution quality awareness when TQM is

being implemented As a strategic problem that supports corporate objectives, managers must

be aware of the different options for incorporating employees in quality awareness efforts

The second factor that might contribute to quality awareness in carrying out the business’