Total Quality Management
Using the Case Study ‘Cranston Nissan’ given below, you are 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 various stages involved in such a situation, identify what are likely to be the key influences of quality at each 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 remedy repair problem to customer satisfaction’
5. How could a TQM approach 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 form 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 usual Monday morning stack of mail. The following letter was one he would not soon forget.
I dropped the car off for repair of rust damage in the following areas:
Roof – along the top of the windshield area
Left rocker panel – under driver’s door
Left quarter panel – near end of bumper
Rear body panel – under license plate
I was told it would take three or four days.
I called to inquire about the status of the car, since this was the fifth day the car was in the garage. I was told that I could pick 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 wash to make it look good). I got into the car and noticed the courtesy light in the driver’s door would not turn off when the door closed. I asked for help, and Jim Boyd, body shop manager, could not...