Money

Total Quality Management

RESIT Assignment

Using the Case Study Cranston Nissan disposed below, you ar required to address the following questions from the perspective of a TQM analysis:

1. Discuss what should constitute quality for Cranston Nissan.
2. Chart the non-homogeneous stages involved in such a situation, identify what are likely to be the key influences of quality at apiece stage and explain how they should be measured.
3. What are the probable causes of so many mishaps?
4. Prepare a cause-and-effect chart for failure to lighten repair problem to customer satisfaction
5. How could a TQM access code help to prevent such problems occurring in the future? What methodology or methodologies would you recommend to the management?

Your answers should be in the leap of a Business Report, paying particular attention to the clarity of your analysis, arguments and conclusions.
CASE : CRANSTON NISSAN

Steve Jackson, General Manager of Cranston Nissan, slowly sifted through his wonted(prenominal) Monday morning stack of mail. The following letter was one he would not soon forget.





AUGUST 28

I dropped the cable car shoot for repair of rust damage in the following areas:

jacket crown along the top of the windshield area
Left rocker beautify chthonic drivers door
Left quarter grace near end of bumper
Rear body panel under license plate

I was told it would take three or intravenous feeding days.

SEPTEMBER 1

I called to inquire about the status of the car, since this was the 5th day the car was in the garage. I was told that I could strip up the car anytime after 2 P.M. My wife and I arrived at 5 P.M. The car was still not ready. In the meantime, I paid the bill of £443.17 and waited. At 6 P.M. the car was driven up dripping wet (presumably from a lap to make it look good). I got into the car and noticed the ingenuity light in the drivers door would not turn off when the door closed. I asked for help, and Jim Boyd, body keep going manager, could not...If you want to get a full essay, order it on our website: Ordercustompaper.com



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