Total Quality Management

Assignment 5
Measuring and Controlling Quality
Question no. 1: Tesla Motors must go through several phases before becoming a premium brand
and reliable organization for customers to believe in. The organization as a whole and its
automobiles are analysed using balance scorecard. How a balance score card serves as a tool of
measuring quality at Tesla, Inc.?
ANSWER:
Tesla Motors must go through several phases before becoming a premium brand and reliable
organization for customers to believe in. The organization must be analyzed using a balance
scorecard. A balanced scorecard can be a unique and helpful tool in improving an organization’s
objectives and strategies. The scorecard provides a method of controlling and monitoring the
organizational process. Tesla will be able to use the balance scorecard to communicate with
employees, while keeping them up-to-date on operations, and strategic implementation. A
balance scorecard provides stakeholders with valuable information of how an organization is
developing towards their strategic goals. In a balance scorecard, four perspectives are examined.
The financial perspective involves strategic objectives such as market share, revenues and costs,
profitability and competitive position. By using this Tesla can increase the production and
profits. The second perspective to be examined is the customer perspective which involves
customer retention, customer satisfaction, and customer value are examined. By using this Tesla
can reduce manufacturing cost and can improve delivery time. The third perspective is the
internal perspective which includes measuring the process of performance, productivity
improvement, and operations metrics. By this Tesla can improve technology capabilities by
having advance tools and meeting deadlines as scheduled .The fourth perspective is the learning
and growth perspective. The perspective includes employee satisfaction, employee turnover,
level of organization, nature of organization culture, and technological innovation. By this Tesla
can give training to employees for more development and by hiring skilled engineers. The
balance score card for Tesla Motors consists of these four perspectives which will create a solid
picture of long-term goals of the company.

Question no. 2: Suggest quality tools for the following in order to facilitate problem solving and
improvement efforts for increasing customer satisfaction levels.
1) Poor response time of Fire Brigades.
2) Improper amount of chlorination in community centre swimming pool.
3) Flawed e-boost system (an advanced form of braking system) in GM.
4) Decreasing number of Orthopaedic surgeries in a week.
5) Decreasing level of access of customers from internet service provider.
 6) Dissatisfaction with 3PL service provider.
7) Poor flight scheduling at Alaska airlines (operates in snowfalls and highly uncertain
weather conditions).
8) Poor quality shoes made by Christian Louboutin: The World’s most luxurious shoes
maker.
Answer:

1) Poor response time of Fire Brigades.

Run chart can be used to improve response time of fire brigades .We will check at which at
which time response is being deviated from the mean value . we can change staff of that
particular time .

2) Improper amount of chlorination in community centre swimming pool.

We will make the check list to optimize the amount of chlorination in community centre
swimming pool .we will mark the line after every hour of inspection.

3) Flawed e-boost system (an advanced form of braking system) in GM.

Banking sector can improve the quality of e boost system through process flow charts . in which
have to remove non value added activities to e boost system. Any error occur in process flow
chart , we will remove that error .
4) Decreasing number of Orthopaedic surgeries in a week.
We will use flow chart through which we will reduce non value added activities , so we can treat
more patients .
5) Decreasing level of access of customers from internet service provider.
We will use the run chart to check at which customer is unsatisfied . because internet access is
not low at all time .we need to focus at that when internet facility is serving low than normal.

6) Dissatisfaction with 3PL service provider.

We use the scatter diagram to check relationship between number of errors and work done by
3PL service provider . As we are dissatisfied by 3PL it means that number of error is increasing
as work load is increasing . we need to make changing in 3PL company or we can make some
changing in workload.
7) Poor flight scheduling at Alaska airlines (operates in snowfalls and highly uncertain
weather conditions).
Fishbone diagram can use to check the scheduling of Alaska airline . list down the causes that
contribute to poor flight scheduling . we can check that which cause is being the main reason to
effect the air line service.

8) Poor quality shoes made by Christian Louboutin: The World’s most luxurious shoes
maker.
Cause and effect diagram can be used for this issue. List down the reasons that are contributing
in making of poor quality shoes . Eliminate that causes to improve the quality.