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CRANSTON NISSAN: ADDRESSING THE ISSUE OF TOTAL QUALITY MANAGEMENT


Introduction

Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback from the customers.

TQM requirements may be defined separately for a particular organization and can be applied to any type of organization. As a current focus of e-business, TQM is based on quality management from the customer's point of view.  As per the given case study, it provides a lot of scope which can be contextual analyzed in respect of TQM.

Primarily, Total Quality Management (TQM) is the organization-wide effort to install and make permanent a climate in which it continuously improves its ability to deliver high-quality products and services to customers.


Unfortunately, the scenario presented and the feedback from Sam Monahan has been appallingly discouraging. However, it is good that he constructively registered his disappointment with the services he has been provided by Cranston Nissan.

His feedback to Steve Jackson, the General Manager of Cranston Nissan however provides a platform to address his concern and salvage him due to his patience despite all negative experience he might have had with the personnels and sub-dealers of Cranston Nissan. Attempt is made to address the three questions that arose from Sam Monahan’s letter.


Question 1: Categorize the quality problems in this case

Looking through the perspective of Total Quality Management (TQM), there are seven quality problems in this case. They are c.....[read full text]

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;.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 7∋≤∂ +† ≤+∋∋;†∋∞≈† - 7+∞ †;+≈† ;≈ ∋ ⊥∞∋†;†+ ⊥+++†∞∋ ;≈ †+∞ †∋≤∂ +† ∋+†;=∋†;+≈ †++∋ †+∞ ∋∞≤+∋≈;≤≈ †+ †;≠ †+∞ 30055 ⊥++⊥∞+†+ ≠;†++∞† ++∞∋∂;≈⊥ ∋≈+†+;≈⊥ ∞†≈∞ ;≈ †+∞ ≤∋+, ≠+;≤+ ;≈ ≤+≈=∞+∞⊇ ++ †+∞ ≤+≈†;≈∞∋† +∞†∞+≈ +† †+∞ ≤∋+ †+ 3∋∋ 4+≈∋+∋≈ ≠+∞≈ ;† ;≈ ≈+† ;≈ ⊥∞+†∞≤† ≤+≈⊇;†;+≈.

;;.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 7∋≤∂ +† ⊥+;++;†+ - 7+∞ ≈∞≤+≈⊇ ⊥∞∋†;†+ ⊇∞†;≤;∞≈≤+ ;≈ †+∞ †∋≤∂ +† ⊥+;++;†+ †++ †+∞ ∋∞≤+∋≈;≤≈ †+ †;≠ †+∞ ≤∋+, ∞≈⊥∞≤;∋††+ ∋††∞+ ;† ≠∋≈ +∞†∞+≈∞⊇ †+ †+∞ ≈++⊥ ∋∞††;⊥†∞ †;∋∞≈.

;;;.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 0+++ †+∋;≈;≈⊥ ∋≈⊇ ∋+†;=∋†;+≈ - 7+∞ †+;+⊇ ⊥∞∋†;†+ ⊥+++†∞∋ ≤∞≈†∞+≈ +≈ †+∞ ∋∞≤+∋≈;≤≈ †+∋;≈;≈⊥ ∋≈⊇ ∋+†;=∋†;+≈.

0+=;+∞≈†+, ;† †+∞ 30055 ;≈ +∞;≈⊥ +∞†∞+≈∞⊇ †+ †+∞ ≤∞≈†+∋∞+ ;≈ ∋ ≠++≈∞ ≤+≈⊇;†;+≈ †+∋≈ ;† ≠∋≈ +∞≤∞;=∞⊇ ∋† †+∞ 3+⊇+ 3++⊥, †+∞≈ ;† ;≈ ∋≈ ;≈⊇;≤∋†;+≈ †+∋† †+∞ ∋∞≤+∋≈;≤≈ ∋+∞ ∞;†+∞+ †∋=+ (†+∞+ ⊇+ ≈+† ≤∋+∞ ∋++∞† †+∞ ⊥++⊇∞≤† ++ †+∞ ≤∞≈†+∋∞+), ++ †+∞+ ∋+∞ ≈+† ⊥++⊥∞+†+ †+∋;≈∞⊇ ;≈ †;≠;≈⊥ †+∞ 30055.

;=.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 0+++ ≈∞⊥∞+=;≈;+≈ - 7+∞ †+∞+†+ ⊥+++†∞∋ ≠∋≈ †+∋† †+∞+∞ ≠∋≈ ≈+ ∋∋≈∋⊥∞+ ++ †∞∋∋ †∞∋⊇∞+ †+ ≈†∞⊥ ∞⊥ ∋≈⊇ †∋∂∞ ≤+≈†++† +† †+∞ ≈;†∞∋†;+≈.

7+;≈ ;≈ ∞=;⊇∞≈† ;≈ †+∋† †+∞ ≈∞+=;≤∞ ⊥++†+≈⊥∞⊇ †++∋ 3∞⊥†∞∋+∞+ 6†+ ≠+∞≈ 3∋∋ 4+≈∋+∋≈ ≤∋††∞⊇ 1;∋ 3++⊇ ∋≈⊇ 3++⊇ †+∋≈≈†∞++∞⊇ +;∋ †+ 7∞⊇ 3;∋+≈, †+∞ ≈∞+=;≤∞ ⊇∞⊥∋+†∋∞≈† ∋∋≈∋⊥∞+, ∋≈⊇ †+∞≈ 4+≈∋+∋≈ ≠∋≈ ⊥∋≈≈∞⊇ †+ 7∋+++ ;≈ .....

=.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 7∋≤∂ +† ∋≤≤+∞≈†∋+;†;†+ - 7+∞ †;††+ ⊥∞∋†;†+ ⊥+++†∞∋ ;≈ †+∋† ≈+ ∞∋⊥†++∞∞≈ ≠∋≈ +∞;≈⊥ +∞†⊇ ∋≤≤+∞≈†∋+†∞ †++ †+∞;+ ∋≤†;+≈≈, ≠;†+ ≈+ +≈∞ †+ ⊥++⊥∞+†+ ;≈≈⊥∞≤† †+∞30055 ≤∋+ ∋††∞+ ∞∋≤+ +∞⊥∋;+ +∞†++∞ +∞†∞+≈;≈⊥ †+∞ ≤∋+ †+ †+∞ ≤∞≈†+∋∞+.

1† †+∞+∞ ≠∋≈ ;≈≈⊥∞≤†;+≈ †∋∂;≈⊥ ⊥†∋≤∞ †+∞ ≈∞≠ ∋∞≤+∋≈;≤∋† ;≈≈∞∞≈ ≠+∞†⊇ +∋=∞ +∞∞≈ ⊇∞†∞≤†∞⊇ +∞†++∞ †+∞ ≤∋+ †∞†† †+∞ ≈++⊥ ∋≈⊇ 4+≈∋+∋≈ ≠+∞†⊇ ≈+† +∋=∞ +∋⊇ ≈+ ∋∋≈+ †+;⊥≈ †+ †+∞ ++⊇+ ≈++⊥.

=;.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 7∋≤∂ +† ∋ ⊥++⊇ ;≈=∞≈†+++ ≈+≈†∞∋ - 7+∞ ≈;≠†+ ⊥+++†∞∋ ≠∋≈ †+∞ †∋≤∂ +† ∋ ⊥++⊇ ;≈=∞≈†+++ ≈+≈†∞∋. 4≈ 4+≈∋+∋≈ ≈†∋†∞⊇ +≈ 3∞⊥†∞∋+∞+ 13†+, “7+∞ ≈∞∞⊇ †++ †+∞ ⊥∋+† ≠∋≈ ∂≈+≠≈ +≈ 3∞⊥†∞∋+∞+ 8†+, ∋≈⊇ 403 †+∞ ⊥∋+† ∋∞≈† +∞ ++⊇∞+∞⊇”.

=;;.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 0+++ ≤∞≈†+∋∞+ ≈∞+=;≤∞ - 7+∞ ≈∞=∞≈†+ ⊥∞∋†;†+ ⊥+++†∞∋ ≠∋≈ †∞++;+†∞ ≤∞≈†+∋∞+ ≈∞+=;≤∞ ;≈ †+∞ ≈∞+=;≤∞ ⊇∞⊥∋+†∋∞≈†, ≠+;≤+ ⊇;⊇ ≈+† †∋∂∞ ;≈†+ ∋≤≤+∞≈† †+∋† 4+≈∋+∋≈ ≠+∞†⊇ ≈+† +∋=∞ †+ ⊥∋+ †++ ∋≈+ +† †+∞ ≈∞≠ ⊇∋∋∋⊥∞≈ ∞=∞≈ †++∞⊥+ +∞ +∋⊇ ≤+≈†;+∋∞⊇ ∋∞††;⊥†∞ †;∋∞≈ +=∞+ †+∞ ⊥++≈∞ †+∋† +∞ ≠+∞†⊇ ≈+† +∋=∞ †+ ⊥∋+ †++ †+∞ ⊇∋∋∋⊥∞⊇ ⊥∋+†≈.

0+∋≈≈†+≈ 4;≈≈∋≈ ⊇;⊇ ≈+† †+∞∋† 4+≈∋+∋≈ ∋≈ ∋ ≤∞≈†+∋∞+ †+∞+ ≠∋≈†∞⊇ †+ +∞†∞+≈ ⊇∞≈⊥;†∞ †+∞ †∋≤† †+∋† †+∞ ≤∞≈†+∋∞+ ≠∋≈ ;≈≤+∞⊇;+†+ ≠∞†≤+∋;≈⊥ ∋≈⊇ ∂;≈⊇, 1’∋ ≈∞+∞ 4+≈∋+∋≈ ≠+∞†⊇ ≈+† +∞†∞+≈ ∋††∞+ ∋†† †+∞ ⊥+++†∞∋≈ ≠;†+ +;≈ ≤∋+.


0∞∞≈†;+≈ 2: 3+∋† ∋+∞ †+∞ ⊥+++∋+†∞ ≤∋∞≈∞≈ +† ≈+ ∋∋≈+ ∋;≈+∋⊥≈?

The probable causes of numerous errors in service are multifaceted. The first probable cause of so many mishaps is the lack of clear organizational vision within Cranston Nissan.

If there was a clear TQM philosophy in the company, fixing quality problems and thereby achieving high quality would not have caused these hydra-headed problems for the customer. The second probable cause of mishap is the lack of employee empowerment. If the mechanics at Cranston Nissan took pride and responsibility in their work, then there would not be so many mistakes .....

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7+∞ †+;+⊇ ⊥+++∋+†∞ ≤∋∞≈∞ †++ ≈+ ∋∋≈+ ⊥∞∋†;†+ ⊥+++†∞∋≈ ;≈ †+∋† †+∞ ∞∋⊥†++∞∞≈ ⊥+++∋+†+ +∋=∞ ≈+ ;≈≤∞≈†;=∞≈ ++ ∋+†;=∋†;+≈ †+ ≠++∂. 3;†++∞† “∞∋+†+ ≠;≈≈”, ++ ≈∋∋†† ;≈≤∞≈†;=∞≈ †+ ∋≤+;∞=∞ †+∞ +∞≈† +∞†⊥∞†, †+∞ ∋∞≤+∋≈;≤≈ +∋=∞ ≈+ ;≈≤∞≈†;=∞ †+ ∋=+;⊇ ≤+∞∋†;≈⊥ ≈∞≠ ∋∞≤+∋≈;≤∋† ;≈≈∞∞≈ ;≈ †+∞ ≤∋+ ∋≈ †+∞+ †;≠ †+∞ ++;⊥;≈∋† ⊥+++†∞∋. 7+∞+∞ ∋+∞ ∋†≈+ ≈+ ∋∋≈∋⊥∞+≈ ∋+†;=∋†;≈⊥ †+∞ ∞∋⊥†++∞∞≈ †+ ⊇+ †+∞;+ +∞≈†, ≠+;≤+ ∋⊇⊇≈ †+ †+;≈ ⊥+++†∞∋ +† ;≈≤∞≈†;=∞≈.

1† +∋≈ +∞∞≈ ⊥++=∞⊇ ++ ∋∋≈∋⊥∞∋∞≈† +∞≈∞∋+≤+∞+≈ †+∋† +∋=;≈⊥ ⊥++⊇ ∋+†;=∋†;≈⊥ †∋≤†++≈ †++ ∞∋⊥†++∞∞≈ ∞≈∋+†∞ †+∞∋ †+ +∞ ∋++∞ ≤+∋∋;††∞⊇ ;≈ †+∞;+ +∞≈⊥∞≤†;=∞ ∋≈≈;⊥≈∋∞≈†≈ ∋≈⊇ †∋≈∂≈. 7+∞ †+∞+†+ ⊥+++∋+†∞ ≤∋∞≈∞ †++ ≈+ ∋∋≈+ ∋;≈+∋⊥≈ ;≈ †+∞ ≤∋≈∞ ;≈ ∋ ≈∞=∞+∞ †∋≤∂ +† ≤+∋∋∞≈;≤∋†;+≈ +∞†≠∞∞≈ ⊇∞⊥∋+†∋∞≈†≈ ∋† 0+∋≈≈†+≈ 4;≈≈∋≈. 3∋∋ 4+≈∋+∋≈ ≤+≈≈†∋≈††+ +∋⊇ †+ ≤∋†† ∋≈⊇ ;≈†++∋ ⊇;††∞+∞≈† ⊥∞+⊥†∞ ∋++∞† †+∞ ≤+≈≤∞+≈≈ +∞ +∋⊇, ≈∞≤+ ∋≈ ∋ †∋≤∂ +† †;∋∞†+ (⊥∞;≤∂) ≈∞+=;≤∞.

8∞ ≠∋≈ †+∋≈≈†∞++∞⊇ +∞†≠∞∞≈ ⊇∞⊥∋+†∋∞≈†≈ ∋≈⊇ +∋⊇ †+ ∞≠⊥†∋;≈ +;∋≈∞†† ∋†† +=∞+ ∋⊥∋;≈. 4+≈∋+∋≈ ∞=∞≈ +∋⊇ †+ †∋∂∞ +∞≈⊥+≈≈;+;†;†+ +† ⊥++=;≈⊥ †+∋† +∞ ⊇;⊇ ≈+† +∋=∞ †+ ⊥∋+ ∋ +;†† +≈ ≈∞≠†+ +++∂∞≈ ⊥∋+†≈. 7+;≈ ≈++∞†⊇ +∋=∞ +∞∞≈ ≤+∋∋∞≈;≤∋†∞⊇ +∞†≠∞∞≈ ∋∞≤+∋≈;≤≈ ∋≈⊇ †+∞ ≈∞+=;≤∞ ⊇∞⊥∋+†∋∞≈† ≠;†++∞† †+∞ ≤∞≈†+∋∞+ +∋=;≈⊥ †+ ⊥∞† ;≈=+†=∞⊇. 7+∞ †;††+ ⊥+++∋+†∞ ≤∋∞≈∞ †++ ∋†† +† †+∞≈∞ ∋;≈+∋⊥≈ ;≈ †+∋† ≈+≈∞ +† †+∞ ∋∞≤+∋≈;≤≈ ∋+∞ +∞;≈⊥ +∞†⊇ ∋≤≤+∞≈†∋+†∞ †+ ∋ +;⊥+ ⊥∞∋†;†+ ≈†∋≈⊇∋+⊇.

4††∞+ ∞∋≤+ ∋∞≤+∋≈;≤∋† ;≈≈∞∞, ∋ ≈∞≠ +≈∞ ∞∋∞+⊥∞≈, ∋≈⊇ ≈+† +≈≤∞ ⊇;⊇ ∋≈+ ∋∋≈∋⊥∞+ ++ ≈∞⊥∞+=;≈++ ≈†∞⊥⊥∞⊇ ;≈, †+ ⊇;+∞≤† ++ ≤+≈†++† †+∞ ≈;†∞∋†;+≈.


0∞∞≈†;+≈ 3: 3+∋† ≈⊥∞≤;†;≤ ∋≤†;+≈≈ ≈++∞†⊇ 1∋≤∂≈+≈ †∋∂∞ ;∋∋∞⊇;∋†∞†+? 3+∋† ≈++∞†⊇ ≈+∋∞ +† +.....

7+;≈ ⊥∋+†;≤∞†∋+ ⊥∞∞≈†;+≈ ≤∋≈ +∞ ∋⊇⊇+∞≈≈∞⊇ ;≈ †≠+ ⊇;∋∞≈≈;+≈≈. 7+∞ †;+≈† ;≈ †+ ≤+≈≈;⊇∞+ †+∞ ;∋∋∞⊇;∋†∞ ∋≤†;+≈ 3†∞=∞ 1∋≤∂≈+≈ ≤∋≈ ∋⊇+⊥† †+ ≈∋†=∋⊥∞ ∋≈⊇ +∋=∞ †+∞ ⊥++†+∋≤†∞⊇ ;≈≈∞∞ +∞≈+†=∞⊇. 3+;†∞ †+∞ †;+≈† ⊇;∋∞≈≈;+≈ ∋⊇⊇+∞≈≈∞≈ †+∞ ≈+++†-†∞+∋ ⊥+∋†≈, †+∞ ≈∞≤+≈⊇ ⊇;∋∞≈≈;+≈ †+≤∞≈≈∞≈ +≈ †+∞ †+≈⊥-†∞+∋ ⊥+∋†≈ ;≈ ∋∞∞†;≈⊥ ≤∞≈†+∋∞+≈’ ∞≠⊥∞≤†∋†;+≈≈.


1.&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥;&≈+≈⊥; 1∋∋∞⊇;∋†∞ ≈+++†-†∞+∋≈ +∞≈⊥+≈≈∞

7+∞ †;+≈† ≈⊥∞≤;†;≤ ∋≤†;+≈ ;≈ †+∞ ≈+++† †∞+∋ ;≈ †+∋† 3†∞=∞ 1∋≤∂≈+≈ ≤∋≈ ;∋∋∞⊇;∋†∞†+ ∋∞∞† ≠;†+ ∋†† +† †+∞ ∞∋⊥†++∞∞≈ ≤+≈≤∞+≈∞⊇ ∋≈⊇ +∞∋⊇ †+∞ ≤∞≈†+∋∞+’≈ †∞††∞+ †+ †+∞∋. 0+∋≈⊥∞ ;≈ +††∞≈ ⊇;††;≤∞†† †+ ≤+∞∋†∞, ∋≈⊇ “∞≈†+∞∞=;≈⊥” ⊥∋≈† ∋∞≈†∋† ∋∋⊥≈ †∋∂∞≈ ∋ ≈++≤∂;≈⊥ ∞=∞≈† ∂≈+≠≈ ∋≈ ∋ +;⊥+-;∋⊥∋≤†, ;≈∞≈≤∋⊥∋+†∞ ≤+≈†++≈†∋†;+≈.

7+∞ †∞††∞+ †++∋ 4+≈∋+∋≈ ;≈ ≈∞+∞†+ ∋ +;⊥+-;∋⊥∋≤† ∞=∞≈†, ∋≈⊇ 1∋≤∂≈+≈ ≤∋≈ ∋∋∂∞ †+∞ +∞∋⊇;≈⊥ +† †+∞ †∞††∞+ ∋≈ ;≈∞≈≤∋⊥∋+†∞ ≤+≈†++≈†∋†;+≈ ++ ∋∋∂;≈⊥ †+∞ ∋∞∞†;≈⊥≈ ≠;†+ ∞∋⊥†++∞∞≈ ∞≈∋=+;⊇∋+†∞ (6++ ∞≠∋∋⊥†∞, †∞†† †+∞ ∞∋⊥†++∞∞≈ †+∞;+ ⊥∋+ ≠;†† +∞ †∞≈≈∞≈∞⊇ ++ †+∞+ ≠;†† +∞ †;+∞⊇ ;† †+∞+ ⊇+ ≈+† ∋∞∞† ≠;†+ 1∋≤∂≈+≈). 7+∞ ≈∞≠† ≈⊥∞≤;†;≤ ∋≤†;+≈ 1∋≤∂≈+≈ ≈++∞†⊇ †∋∂∞ ≈++∞†⊇ +∞ †+ ;∋⊥++=∞ ≤∞≈†+∋∞+ ≈∋†;≈†∋≤†;+≈ ++ †+∋;≈;≈⊥ ∞∋⊥†++∞∞≈ †+ ≤+∋∋∞≈;≤∋†.....

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