Writing Assignment help on : Quality management tool

Writing Assignment help on : Quality management tool

1. Executive Summary

This report takes into consideration the use of quality management tool with respect to Nine Networks. The initial part of the report describes a brief introduction of the enterprise i.e. Nine Networks followed by the definition of the quality management. The seven principles of quality management tools have been described with regards to the organization i.e. Nine Networks. The use of various quality management tools along with quality triangle has been described within the report.

1. Introduction

The Nine Network has been referred to as one of the most top rated commercial television networks operated in Australia. Nine Networks is considered to be the backbone of the three television channels operating in Melbourne, Sydney & Brisbane. The strength of Nine Network’s has been seen with regards to the extensive coverage it provides as well as covering current affairs, broadcast the popular events as well as air entertainment and lifestyle programs. It has been seen that, Nine Network has set a benchmark with regards to the coverage of news as well as various types of events. Nine networks also broadcast various types of award winning shows such as The Block & Underbelly and The Voice. The year 2012 has been regarded as one of the biggest year for Nine Network with the broadcast of Big Brother, Olympic Games held in London & Kerry Packer’s War. Nine Networks was established in the year 1956. Nine Networks has been listed on the Australian Stock Exchange by the name Network Nine Australia in the year 1994. In the year 1994, Publishing & broadcasting limited was established after the merger of Nine Network with ACP magazines. It shall be noticed that, Nine Network is 100% owned as well as controlled by Nine Entertainment Corporation.

1. Quality management

Quality management refers to a term which is being used to portray some specific meanings within the businesses. Quality management refers to the way with which the quality of the product or service provided by the given enterprise is of optimum quality. Quality management takes into consideration four major aspects such as quality planning of the product or service offered quality control of the product, quality assurance & improvement within the quality of the product or service (Montgomery, 1991). It shall be seen that, quality management not only focuses upon the quality of product or service but also to attain it within a stipulated time frame. Hence, quality management takes into consideration quality assurance as well as control of the processes which would help to achieve consistent quality. Though, Nine Networks has been referred to as one of the top television operators in Australia but still it shall take into consideration the various quality management tools. The quality management tools will help to achieve consistent quality & provide one of the best services to its customer. It shall be taken into consideration that, quality management tools shall be implemented at Nine Networks which would help the organization to sustain its position as compared to the competitors (Wali, Deshmukh & Gupta, n.d.).

1. Principles in Quality Management

There are seven principles covered under the heading quality management. Nine Networks shall keep into consideration the following principles so as to attain its pre determined goals (Madu, Christian & Assumpta, 2003). The principles have been highlighted as follows.

Þ    Customer Focus: The first principle which shall be taken into consideration at Nine Networks is to have customer focus. This means that, the officials at Nine Networks shall try and understand the needs of its customers (present & future). This would help to have an in depth understanding regarding the same & exceed the expectations of the customers. Some of the key benefits which can be attained by Nine Networks are:

• Enjoy an increased revenue as well as market share with the help of various types of flexible and upcoming market opportunities
• Practice customer loyalty thereby leading to repetitive business
• Have an increased levels of effectiveness which would help the enterprise i.e. Nine Networks to enhance the levels of customer satisfaction

Application of customer focus at Nine Networks will lead to better understanding of the needs of the customer thereby exceeding the expectations of the same. Emphasizing upon customer focus will help to fulfill the goals & objectives of the organization. The goals & objectives would be linked to the needs as well as the expectations of the customers. Customer focus will help to measure the satisfaction levels of the consumers, managing cordial relationships & maintain a balanced approach amongst the customers along with various parties such as stakeholder, shareholders, employees, financers, society, etc.

Þ    The second principle which shall be kept in mind by Nine Networks is to practice leadership within the enterprise. This would help in maintaining unity as well as lead the employees towards the fulfillment of the pre-determined organizational objective. The internal environment at Nine Networks shall be such where in all the employees of the enterprise shall be involved fully. Some of the key benefits which might be attained at Nine Networks have been highlighted as under;

• Better understating amongst the employees
• Miscommunication amongst the various levels of management would be minimized
• The activities practiced within the organization i.e. Nine Network shall be in a unified manner. This will help to align all the objectives according to the levels of priority

It shall be kept in mind that, leadership at Nine Networks will help to consider all the members of the organization such a customer, employees, shareholders, stakeholders, etc within the decision making process. A clear vision, mission shall be framed which would take into consideration future growth of the enterprise. High levels of trust, creation of shared values at the various levels of the organization would be practiced.

Þ    The third principle of quality management which shall be taken into consideration at Nine Networks is to involve people amongst the different levels of management. It shall be seen that, full involvement of the various activities shall be done which would benefit the organization as a whole. Some of the key benefits which might be attained at Nine Networks are:

• Motivated & highly committed people within the enterprise
• Eagerness amongst the people to participate in the activities held at the organizational level
• People being accountable
• To practice high levels of creativity and innovation which would lead to continuous improvement within the enterprise

Application of this principle at Nine Networks will help to build better relationship amongst the entire staff working within. Evaluation of the performance as compared to the goals & objectives, identification of the constraints, share knowledge, experience & evaluate the performance against the various goals and objectives of the organization.

Þ    The fourth principle which shall be kept in mind at Nine Networks is to have an effective process approach. It shall be seen that an effective as well as efficient activities would be managed when all the resources would be managed as a process. Some of the key benefits which might be attained at Nine Networks have been highlighted as under:

• To possess a shorter cycle time with the help of effective use of the resources
• Improvised & predictable results
• High levels of focus which would lead to better opportunities

It shall be taken into consideration at Nine Networks that, this approach will provide systematic activities so as to obtain a desired result. An in depth analysis will help to measure the key activities & identify the interface of the key activities. Main focus shall be upon the key activities such as methods, resources as well as evaluate the levels of risk, impact of activities over the suppliers, stakeholders and other interested parties.

Þ    The fifth principle which shall be kept in mind at Nine Networks refers to a system approach. This approach takes into consideration identification, understanding as well as managing the processes which would lead to the achievement of the goals in an effective & efficient manner. The key benefits attained by Nine Networks would be as follows:

• Integration of the processes which would help to achieve the results in an effective and efficient manner
• Provide confidence to the various parties involved such as employees, shareholders, stakeholders, etc
• Ability to focus

Þ    Continuous improvement would be referred to as one of the crucial aspects within the enterprise. This will help the enterprise i.e. Nine Network to fulfill the objectives of the company in an effective & efficient manner. Some of the benefits attained by Nine Networks are as follows:

• Practice flexibility to grab new opportunities
• Have competitive advantage based upon company’s performance
• Alignment of the various activities

Þ    The last principle is to practice logical decision making within the enterprise involving all the employees. Some of the key benefits would be as follows:

• Well informed decision making
• Increased levels of effectiveness
• Increased levels of challenges
• Ensure sufficient as well as accurate and reliable data

1. Quality management tools

The quality management tools which shall be used at Nine Networks have been listed as under. They are:

Þ    Total Quality Management (TQM): Total Quality Management (TQM) has been referred to as a quality management tool which would be used in a customer focused enterprise. This type of system will keep in mind various tactics which involves continuous improvement among the employees. TQM takes into consideration the use of various strategies, data, etc which would help to integrate the different types of activities of the enterprise. Some of the elements taken into consideration in TQM are continuous improvement, integrated system; practice a systematic approach, involvement of the employees, effective communications, etc (Kanji, Gopal & Wong, 1999).

Þ    Graphs: Graphs have been referred to as one of the simplest form of quality management tools. This graphical quality management tool will record the levels of deviation i.e. the difference between actual and expected outcome.

Þ    Histogram: Histogram refers to a quality management tool which would identify the cause & effect of the problems. This quality management tool will help to shape as well as widen the levels of distribution (Samson & Terziovski, 1999).

Þ    Scatter Diagram: Scatter Diagram has been referred to as a quality management tool which would maintain relationship between the two variables. Once the scatter diagram has been plotted, there are various points which depict relationship between two or more variables (Williams, 2012).

Þ    Six Sigma: Six Sigma refers to a set of practices which have been designed in order to improve the entire process as well as reduce the number of defects. In six sigma, a defect would be regarded as a process which does not match up with the specifications of the customer. Six Sigma takes into consideration continuous efforts which would help to achieve certain predictable results. The main goal of this type of quality management tool is to measure, analyze as well as control the process which would help to achieve sustained quality (Juran, Joseph & Joseph, 2010).

1. Quality Triangle

                                                       (Source: Jha & Shekhar, 2005)

The quality triangle as depicted above refers to a triangle consisting of three sides i.e. focus shall be upon the stakeholders, participation shall be practiced by all the members of the enterprise & a process centric activity shall be maintained which would be supported by high levels of training and learning methods. The overall quality triangle will be regarded as a Deming Wheel. The Deming Wheel will take into consideration the following four aspects such as “PLAN DO CHECK ACT (PDCA Cycle)”. At Nine Networks, the following steps under the PDCA Cycle shall be kept in mind. They are:

Þ    PLAN: At Nine Networks, establishment of the various goals as well as objectives shall be done. A planned establishment of goals or objectives will help to deliver the results in accordance to the outputs expected by the same. When the outputs are generated in accordance to the specification, high levels of accuracy & completeness can be seen within the same (Horine & Hailey, 1995).

Þ    DO: Once the plan has been made, it shall be executed to make the final product.

Þ    CHECK: At Nine Network the plans shall be checked & comparison shall be maintained between the expected and actual results. This will help to ascertain the various types of differences or deviations if any. If there are any deviations or differences then, a new implementation plan is to be made which would help to attain the outcomes in the best possible manner (Pyzdek, Thomas & Keller, 2009).

Þ    ACT: The last aspect to be kept in mind refers to Act upon the various corrective actions which would help to make up the differences between the actual & expected outcomes. An in depth analyses of the root cause of the same shall be established. This will help to improve the product or the service being offered to the customers.

The use of quality triangle within quality management has been referred to as one of the crucial aspect as it would help to provide continuous feedback regarding what is happening within the enterprise and how the things ought to be. The quality triangle will take into consideration analysis, measurement as well as identification of the various sources which would help to provide corrective action for the same. The quality triangle along with the implementation of the PDCA Cycle would be referred to as a tool which would implement Total Quality Management (TQM) & Six Sigma within the premises. The application of the PDCA Cycle will help to provide various quality improvement tools. These tools will help to identify as well as reduce the levels of deviations between the actual versus expected outcomes (Evans, et al 1999).

1. Conclusion

Hence, it could be concluded that quality management refers to the way with which the quality of the product or service provided by the given enterprise is of optimum quality. Quality management takes into consideration four major aspects such as quality planning of the product or service offered quality control of the product, quality assurance & improvement within the quality of the product or service. It shall be seen that, quality management not only focuses upon the quality of product or service but also to attain it within a stipulated time frame (Anttila, 2004). At Nine Networks, the various quality management tools such as total quality management (TQM), Six Sigma, Histograms, graphs & scatter diagrams shall be used. It would help to determine any deviation from the expected and actual outcome. The quality triangle takes into consideration three aspects i.e. focus shall be upon the stakeholders, participation shall be practiced by all the members of the enterprise & a process centric activity shall be maintained which would be supported by high levels of training and learning methods (Stacey, 2003).

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