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

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Question:

In your new role as quality manager of the high-tech unit of a large national company, you identify a problem that 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 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 percent rejects at final inspection and less than 0.01 percent 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!

1. Identify the central problem in the Case. [2 Marks]
2. Indicate why this is a quality management problem. [2 Marks]
3. Offer a quality management theory to solve the problem. [2 Marks]
4. Justification for the selection of the theory. [4 marks]
5. How will the theory solve the problem? [5Marks]
6. Discuss two (2) major quality “fitness” dimension(s) explored in the case. [5 Marks]
7. Assuming your firm is certified to use the 1SO 9001:2015 standard, indicate how the auditable clauses of in your organization’s Quality Manual can apply to your case study in a problem resolution endeavor. [14 Marks]
8. Use a process map hinged on the 4-stage process cycle (PDCA) to resolve the firm’s quality problem.
9. Show how the firm should handle the nonconforming outputs according to ISO 9001:2015.
10. Based on selected clauses in the ISO 1SO 9001:2015 Standard, show how you will assess risk and opportunities and establish interested parties of your organization, as depicted in the case study.