CASE STUDY

CASE 750W MICROWAVE OVEN. COMPULSORY (60 Marks)

In your new role as quality manager of the high-tech unit of a large national company, you identify a

problem which is typified by the two internal memos shown below.

MEMO 1

From: Marketing Manager

To: Managing Director

Cc: Production Director

Works Manager

Date: 4th January 2020

We have recently carried out a customer survey to examine how well we are doing in the market.

Regarding our product range, the reactions were generally good, but the 750 W microwave oven is a

problem. Without exception everyone we interviewed said that its quality is not good enough and

could potentially be hazardous. Although it is not yet apparent, we will inevitably lose our market

share to our rivals if we do not swiftly address this issue. Also, we will not want our customers to

report these issues to the Ghana Standards Authority (GSA), as we are aware of the grave

implications, given they have emphasized the possibility of bodily harm using our product.

As a matter of urgency, therefore, will you please authorize a complete redesign of this product, and

the possibility to recall the product category?

MEMO 2

From: Works Manager

To: Production Manager

Cc: Managing Director

Marketing Manager

Date: 6th January 2020

This really is ridiculous! I have all the QC records for the past ten years on this product. How can

there be anything seriously wrong with the quality when we only get 0.1 per cent rejects at final

inspection and less than 0.01 per cent returns from customers?

REQUIRED

Using the case above, kindly answer the questions below. It is of utmost importance not to import

any ideas or presumptions other than those expressly stated in the case. While you answer these

questions, be conscious of the weight allocated to each question. Brevity is advised!

QUESTIONS

1. Use a process map hinged on the 4-stage process cycle (PDCA) to resolve the firms quality

problem. [8 Marks]