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Quality Management (MTKA 5243) Group Assignment: Prepared For
Quality Management (MTKA 5243) Group Assignment: Prepared For
Quality Management (MTKA 5243) Group Assignment: Prepared For
M061020005 M061020009
Section A
Describe clearly one of the following international quality standards The Japan Quality Award
Introduction
The Malcolm Baldrige National Quality Award(MBNQA) was a huge success in promoting management innovation and excellence across the U.S. This encouraged many to take notice. In very quick progression in the 1990s, national quality awards started to sprout all over the region. In Japan the award is called the Japan Quality Award (JQA).
Each year, a maximum of six companiestwo from each eligibility categorymay be recognized with the JQA.
Section B
Study one company/organization/firm of your choice and evaluate/assess its standing in terms of quality standard achievement based on the quality standards that you have discussed earlier.
JQA
1. Management Vision and Leadership 2. Understanding and Interaction with Customers and Markets 3. Mapping Out and Deploying Strategies 4. Human Resource Development and Learning Environment 5. Process Management
MBNQA
1. Leadership 2. Strategic Planning 3. Customer Focus 4. Measurement, Analysis and Knowledge Management 5. Workforce focus 6. Process Management
The trusting and harmonious relationships of people in Japan have a positive impact on reaching out to customers and their needs. Japanese management stresses valuing customer feedback, service customer with a friendly culture, and identifying the root causes of customer problems. Japanese companies are well known for placing the needs of customers above nearly all other company matters. In ensuring high levels of customer satisfaction, great commitment is demonstrated by all employees, as well as top management. Apart from trust, Japanese employees are trained to express politeness and humbleness when dealing with customers.