II. Case Analysis: Shell Services

With reference to Case Study 2 Shell Services Sustainable business improvement in a global corporation on page 447 of our textbook:

1. List and discuss the advantages and disadvantages of developing an organization-specific high-level quality framework, such as the Service Quality Framework (SQF) applied by Shell Services, in comparison with adopting an existing framework such as the European Foundation for Quality Management (EFQM) Excellence Model.

2. Critique the high level Shells SQF against the EFQM Excellence Model and provide advice to the Shell Services management on how their framework could be developed and improved

2. Compare and contrast the three models for total quality described by the Deming Prize in Japan, the Baldrige Award in the USA and the European Excellence Award.

,3. Explain in full how Failure Mode Effect and Criticality Analysis (FMECA) can help a company improve customer satisfaction. Describe in detail the method and consider some of the barriers that may arise.

4. Discuss the application of Hoshin Kanri as a strategic planning methodology. Include a presentation to the senior management of an organization in the service sector showing how the approach could add value and create a platform for performance improvement, paying particular attention to the nature of services and the customer-supplier interfaces.

5. Benchmarking is an important component of many companies improvement strategies. What do you understand by bench marking? How does benchmarking link with performance measurement? Suggest a strategy for integrating benchmarking into a TQM approach