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UNIT -11
Strategic Quality and System Management

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Executive summary
Through this report we will understand the important role of effective operations and quality
management systems in determining the organizational success and effectiveness. We’ll also see how
these two systems help an organization to achieve their strategic objectives and goals. This report will
also pave the light on the effectiveness of operations management and quality systems management
with respect to a relevant quality change in an organization.

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Task 1
Introduction:
Operations management is very importance in managing every operation in an organization. An
operation refers to production, controlling, manufacturing of products and services, delivering them,
etc. Operations management of an organization always aims at improvement of operations and
addition of activities with great values, in to several specific techniques. It is not merely focussing on
the production and assembling of products in an organization, but it will take concern about each of
the strategic business units in an organization, whether it is large or small. Quality management deals
with determining and improving the quality of the operations, products and services, in an
organization. Through operations and quality management, the value and the reputation of an
organization will enhance. (Pfeifer, 2002). For analyzing these concepts in an organization’s scenario,
I am choosing The Ford Motor Company, one among the three leading automotive manufacturing
company in United States of America. It was founded by Henry Ford in 1903, in Michigan.
(Cotteleer, 1997).By the end of 1996, its revenue had reached up to $ 150 billion. More than 3800000
employees are working under this company. In the year 1970, due to the entry of foreign
manufacturers such as Toyota, Honda etc in to the international automotive industry, the major Auto
giants such as General Motors, Ford and Chrysler etc have lost their market. Ford responded seriously
to this crunching, by acquiring Swedish Volvo model for successfully competing in the foreign
market and also for expanding their market, worldwide. In 2000, Ford motors had started a complete
organization re-engineering business process (BPR), plan known as, ‘Ford 2000’, which aims at
reestablishment of the company’s infrastructure as a whole. This BPR focuses mainly on the reduction
in their Vehicle Centres (VC), in to five centres for covering the operations spreading in more than
200 nations. It also aims at cutting redundancies and enhancing the information technologies for
driving Ford towards success. IT acts as the link between Ford Company and its centres in the world.
Importance of effective OP
Operations management could be defined as a process of designing, developing and supplying, the
products a006Ed services of an organization. It will also carefully ensures and manage the entire
process dealing with the productions as well as the distribution of the goods and services associated
with an organization. It will help to ensure the complete and effective utilization of the important
resources available for the organization, for achieving its strategic objectives. Operations management
will also ensure the quality of products and services offered by an organization, as per the demands of
the customers. (mitsloan.mit.edu). Operations management will define the actual expectations of the
people, design and develop the products and services according to the demands, manage the inventory
process, Analyses the efficacy of every processes in an organizations. Through OM, we could identify
the actual capacity of the existing operations; improve the processes for enhancing the lifecycle of the

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products and services offered by them. OM also plays an important role in properly managing the
technologies associated with each operation in an organization. (www.jpcmediallc.com) In Ford
Motor Company, the operations management department is the major one that determines the
perfection of all operations that transform their resources and raw materials in to finished goods and
products. The key functions of OM department in Ford include: Choosing the products and processes
designing the methods for development and manufacturing Control the operations associated with
determining the performances, quality and quantity of products and services Inculcate necessary
changes and improvements for the existing operations for enhancing productivity, performance and
quality standards. Determine the standards of the operations and improve it to global standard levels
Update and review the whole processes and procedures running within the organization.
OP Process in Meeting Organisations
The effectiveness of the OM process of every organization could be analyzed and measured using
several variables, including the performance, productivity and profitability of the organization. Ford
Company is following two processes, namely, lean manufacturing and outsourcing for enhancing the
OM. Through these two processes the company had achieved compete production and operation
management as well as enhancement of whole business processes. Lean manufacturing ensures a
streamlined flow of value for the stakeholders by minimizing the wastage of resources and inventory.
Through outsourcing Ford ensures, lower as and competitive cost for the products sold. Through these
two characteristics of OM on Ford they have achieved competitive pricing which brought them
sustained competitive advantage in the competitive automotive industry. It enhances the productivity
and profitability of the organization. (www.ventureoutsource.com). For the perfection of the
processes, an improved process combining the lean manufacturing and outsourcing known as, Lean
management outsourcing has been introduced to Ford, in recent years. Through the lean thinking
operations Ford has achieved perfect production of products with unmatched quality standards. The
integrated JIT system and time based management system also helped them a lot for remain
competitive and sustain that competitiveness in the industry.
Task 2
Quality management systems
Quality management systems play an important role in ensuring the effectiveness and perfection of
products and services along with high standards of quality. Operations and quality management are
just like the two sides of a same coin. Both these systems are critical in determining the
accomplishment of organizational objectives and targets. According to the Quality Guru, Juran, the
quality management consists of a trilogy of functions including, Planning, assurance and control of
quality. But in addition to this trilogy, quality improvement is another major aspect of Quality and
system management. Thee quality system in Ford is quite good through which they accurately
identifies the quality requirements for its products and adopt different methods for achieving high

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quality. (Rose, 2005) These QS helped Ford to accomplish its vision, ‘to become the most trusted
brand in the automotive industry’. Through high levels of quality products, Ford achieved trust and
loyalty from its customers. This will generate competitive advantage and helps to sustain it for a long
time. The loyal customers are invaluable assets to an organization. Through high quality products and
services, Ford retains its existing customers and attracts new customers towards the company. The QS
of Ford focuses mainly on its customers, for enhancing the customer satisfaction through which they
could achieve the market leader position. For ensuring the quality Ford has introduced the six sigma
strategy in all the operations. They have developed a well trained group of people headed by efficient
managers called Black belts. (Pfeifer, 2002). The six sigma strategy focuses mainly on the customers,
their demands, the philosophy and the perfection. This six sigma strategy has been considered as the
best practice in quality and systems management, which could be followed by many organizations.
Quality Management Process in meeting an Org
Through the six sigma strategy introduction in to the QS of Ford they have achieved high quality
products and services, which ensure high levels of customer as well as employee satisfaction. All
these led to the enhancements in profitability and increased revenue for the company as a whole.
Through introduction of enhanced systems for quality management, they have reduced the wastage of
resources which helped them to develop competitive pricing strategies for their high quality products
and services with a certain margin of profit. Through quality systems and development of quality
circles in the organization, they have achieved highly motivated employees who work as a team for
the achievement of organizational objectives. (www.ehow.com). They also have introduced different
approaches for ensuring quality such as, DMIAC, DFSS along with the six sigma strategy. Several
quality tools such as, Pareto diagram, tree diagram, process mapping, root cause analysis etc, were
followed in Ford ensuring high quality of products and services as well as operations.
(www.corporate.ford.com). The quality system management in Ford focuses on three factors:
Customer: all the processes in QSM focused for developing customer satisfaction through delivering
products and services of high quality overcoming their expectations. Processes: they analyzed every
operation in the perspective of the customers and identified the essential improvements for ensuring
high levels of quality. Employees; only through employee satisfaction, company could generate
customer satisfaction. Before introduction of Six sigma strategy all the employees were given proper
training and development for ensuring high levels of quality The six sigma strategy:
Critical to Quality: Attributes most important to the customer Defect: Failing to deliver what the
customer wants

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Process Capability: What your process can deliver
Variation: What the customer sees and feels
Stable Operations: Ensuring consistent, predictable processes to improve what the customer sees and
feels Design for Six Sigma: Designing to meet customer needs and process capability Through the
introduction of this six sigma strategy, Ford has achieved world class quality for its products and
services, which helped them to achieve their strategic objectives.
Task 3
Strategic Quality Plan
This plan ensures high quality of products and services along with enhanced organization
performance. The formulation and execution of the strategic quality plan is not an easy task. It is a
tough job for all professionals and managers in the OM and QSM department to critically analyze and
identify the issues existing related to the quality and introduce methods and techniques for
overcoming these issues. The strategic quality planning process could be divided in to several steps:
Finding out the quality initiatives
Identifying the expectations and demands of the customers
Ensures the involvement of the employees in maintaining quality.
Facilitates benchmarking
Setting up of the long term goal and vision
Developing new standards for quality
Ensuring the effectiveness of the operations
Evaluation and monitoring the strategy with the help of several tools and techniques. In Ford, for the
proper introduction and management of quality change, they have developed a strategic quality plan,
based upon the famous ABCDE model. This model describes a step by step approach for the
development of the plan that will ensure high quality standards throughout the organization.
Assessment: this step involves the thorough analysis of the external and internal environment, the
availability of resources, the gathering of information, analysis of existing situations, SWOT analysis

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for revealing the strengths, weaknesses, opportunities and threats. Baseline: this step comprises of
analysis if the past to identify where were we?, detailed analysis of present situation, to understand
our current status with respect to quality, and forecasting for future, to realize the future requirements
of quality and formulate the plans for achieving it. All the existing gaps were identified and plans
were developed for filling these gaps in this step. Components: all the important resources, values and
mission of the organization should be analyzed and the strategic vision and targets are developed
Down –to-specific: in this step the actual plan for the achievement of set targets, incorporation of
several performance measurement systems etc are developed Evaluation: the entire process will be
monitored and evaluated on a regular basis, for measuring the progress. Introduction of several
techniques including, Balance scorecard, 360 degree feedback etc could be adopted. While developing
the goals, care should be taken that the developed target should have all the essential features to be a
SMART objective. Specific: the objective should be specific and should help in the management of
other organizational objectives. Measurable: through executing this change in strategy, the achieved
results should be measurable for the organization, in order to understand whether the organization
achieved the expected target pr not. Achievable: all the strategies and the processes should be
formulated in such a way to achieve the set targets. Then only the organization could achieve
enhancements in quality and operations management. Realistic: all the changes in the quality system
should be realistic. If the set outcome is not realistic, it will affect the quality management process of
the entire organization. Time bound: all these developed targets should be achieved within a set time
frame. The quality change process and the implementation for the new quality plan should have a
definite time period to achieve the tasks. After the successful achievement of one goal, the
organization will focus on the next.
Resource implications:
All these functional activities including OM and QSM in Ford are based upon the availability of
resources. The important resource implications will be:
Human Resources:
The human resources of the organization are considered to be the most potential resource capable of
bringing about any significant change in to the organization, in an expected manner. The employees
are the actual agents of the quality change in Ford. Before introduction of the quality change, the
introduction of Six Sigma strategy in 2000, all the employees were given proper training and
development for meeting the required standards. (Landale, 1999) They are needed to be motivated
continuously for enhancing their performance.

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Financial
resources:
This is another major resource essential for the smooth running of the organizational functions
including quality management. The quality management processes and strategies were determined
and formulated on the basis of available financial resources in Ford.
Tools and techniques:
Several tools and techniques are being used in Ford Company for bringing about the quality change,
introducing it, and for evaluating it. The success and progress of the whole process has been evaluated
using various tools. The model of continuous development has been used as a powerful tool for
management
there are various internal systems available in Ford for monitoring the performance and progress of
the whole process. All these systems are specially designed for continuously monitoring and
measuring the QSM processes within the organization.
Wider implications of the planned strategy:
There are several implications of the strategy from both internal and external environment of the Ford
Motor Company. Financial performance:
We could analyse the improvements in performance of an organization by simply looking at its
financial stability and performance. Financial performance is a good indicator of the organizational
performance. If the organizations are unstable in their financial aspects, they could not enhance their
efficiency of business. For implementing a quality change and for achieving successful
implementation, an organization should have a thorough financial status and stability. Customer
satisfaction:
Through enhanced customer service, Ford could easily achieve increased levels of customer
satisfaction. This could be achieved through improved customer services, which helped Ford to
understand the actual needs, demands and expectations of its customers, which is crucial for the
development of the organization. (Gitlow, Oppenheim, Oppenheim, & Levine, 2007). Satisfaction of
the employees;
Only satisfied employees could deliver their maximum services to the customers for developing
customer satisfaction. Therefore, the employee satisfaction could be reflected on the results and
outcomes of the organization. For achieving this, the organization should find out the causes of failure

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and should correct them accordingly. Always improve the process and procedures for enhancing
quality. Research about the internal and external factors and environment and gathering the
information and analyze the data carefully. For the successful implementation of the quality change,
flexibility of the employees and the organization is an essential factor.
It is more important to continuously evaluate and monitor the quality management process and
change, after implementation, for the successful implementation of the quality change in an
organization. Formulation of a good strategic quality change plan could be achieved by many
organizations, while they fail to monitor the progress of the process and the strategy, in a regular
basis. This ends up in the failure of the entire processes. Ford followed the Total Quality Management
system for monitoring the whole process. They are following the Plan – Do- Check –Act model of
TQM for achieving this.
Through PDCA model, formulation of accurate PQM strategy, implementation of the strategy,
rechecking of the effectiveness of the TQM process and further actions for improvement are achieved
in Ford for proper quality management (www.brighthub.com)
Several other processes are also used for evaluation:
Increasing connectivity:
Through facilitating employee empowerment, work outs and increasing the communication among
the employees, management and the strategy, gathering of feedbacks etc is achieved through
enhancements in connectivity Change Acceleration Program:
This is an action plan for driving the quality change throughout the organization, successfully. This is
achieved by training and developing the employees’ right from the top managerial level to the bottom
level. Performance appraisals:
Several techniques for performance measurements, Benchmarking, assessments and reassessments etc
are conducted in Ford Company, in a regular basis. Facilitate the participation of the employees for
ensuring successful change in Ford.

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Task 4
Monitoring the change in Ford:
The implementation of the monitoring and evaluation strategies for reviewing the process of change
management in Ford was more difficult than executing the actually quality change strategies in the
organization. The most commonly used methods for monitoring the change management are
discussed below:
Surveys:
Several types of surveys such as customer surveys, stakeholder’s survey etc will help to monitor the
effectiveness of the quality change in Ford. The customer and stakeholder survey are also aimed at
enhancing the relationship and facilitating their involvement and participation in the change process.
The customers and the stakeholders could give a correct evaluation of the process of change,
including the improvements and disadvantages of the quality management system of Ford. Step-by-
step evaluation:
Ford follows the step by step method of reviewing the quality process. Through this process Ford
could easily identify the quality of its products and services in each stage and identify the issues at
each stage. This will enhances the accuracy of the QSM process in Ford.
Action Planning:
Through this process, Ford become more intentional as they progress through the quality change
process. This process is a step by step process involving development of quality change objectives,
development and execution of the plan for achieving those targets, gathering the feedbacks and
evaluation, improvements in the process if necessary. (Jackson, 2009).
Quality culture:
Quality culture will ensure a standard of quality which is incorporated in to the entire operations of
the organization, which leads to the development of quality environment inside s well as outside the
organization. Quality culture focuses at enhancing the employee satisfaction as well as customer
satisfaction. In Ford prior to the introduction of the Quality culture, a change was happened in the
management levels for ensuring success of the process. (www.blurtit.com). The quality culture of
Ford has been developed based upon 6 principles, which are explained below in fair details:
Togetherness in work for the accomplishment of the common target: The employees, suppliers,
customers and the company as a whole will work together for the successful implementation of the

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quality change in Ford. Ford treats all its stakeholders, customers and employees as the contributors
for implementing the quality management process within the organization. Each and every employee
of Ford will have a personal identification and commitment towards the company, which will
facilitate the success of the company as a whole. (Dowd, Tilson, & Carlton, 2002). Lack of
subsidiaries and superiors:
In Ford, all the stakeholders are treated as equal. No priorities are given to anyone, as they all have
got equal rights in the organization and have equal participation in the whole process. The qualities
and potentials of the stakeholders especially of that of its employees were correctly identified,
developed and utilized in the organization, which will contribute towards the success of the entire
organization. (Gitlow, Oppenheim, Oppenheim, & Levine, 2007) Facilitate effective communication:
Another important principle of quality culture of Ford is excellent communication among the
employees, management and the stakeholders. This will generate principle which is another basic
principle of the organization. Through communication and interaction the company will listen to the
opinions and ideas of the stakeholders and could incorporate them in to the organizational processes.
Free access to all information:
All the stakeholders are free to get all the information relating to every operational process in the
organization. Focussing on operations:
It is the various operations in Ford that will in turn determine the actual quality standard of the
products and services offered by the company. Therefore all management systems should be focused
on the processes for sustaining an excellent quality culture within the organization. Take every
success/failure as experiences:
They won’t focus on the intensity of the success and failures happening in the organization. Rather
than that, they will take all these success and failures as some experiences which helped them to judge
the corresponding strategy or process in the organization. They are developing their quality culture
through experience.

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Task 5
Strategic Quality Change in an Org
Continuous improvements of quality management and operations management systems are essential
for maintaining the high quality and operation standards in the organization. Changes have to be made
in these processes and strategies based upon the changes happening in the external and internal
environment of the organization. the major improvements I expect to happen in Ford company after
the quality change are as follows: Enhancements in customer satisfaction: as the quality of the
products and services increases, the customers will become more satisfied leading to the development
of loyalty, which generates a sustained competitive advantage for Ford. Improved employee
satisfaction: as the quality of products and services increases the employees will feel enthusiastic and
become more satisfied. This will enhance their confidence for delivering maximum performances.
Enhanced CSR: Ford is aiming at enhancing the value of its stakeholders through, which is their
major objective of Corporate Social Responsibility. This will be accomplished through the
advancements in the QSM and OM of Ford. Enhancements in profit and revenue:
Improvement to Strategic quality Change
After the introduction of six sigma strategy and TQM measures in Ford, it financial stability rises and
its profitability increases to several folds. Also their market position is also improved.
Many more advancements and improvements could be introduced in to the QSM as well as OM of
Ford. As they follow the best practice of Quality management, continuous improvement is inculcated
within the strategy. The existing quality systems in Ford could be further improved by following these
steps: Introducing advanced, continuous monitoring systems: through real time monitoring systems,
continuous evaluation of the entire quality management systems and processes, operations
management systems etc are achieved. Facilitate action learning: this unique method of collaborative
learning should be introduced in Ford for building up team of learner’s were developed known as
Action learning Set. These groups were met in a regular basis to share the ideas, opinions, feedbacks,
and issues related to quality and operations management. Through action learning, people will face
the problem and then learn to solve them. (www.cipd.co.uk) Employee empowerment: facilitation of
motivation and employee empowerment will enhance the quality management system, as the
employees feel more committed due to their increased involvement. Performance measurement: the
performance of the quality systems are analyzed during each stages and feedbacks were collected
accordingly for further improvement of the processes Continuous improvement of quality and quality
systems.

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Conclusion:
Operations and quality system management are considered as the two inevitable factors in
determining the success of an organization as a whole. In this report we have discussed about the
effectiveness and importance of OM and QSM with respect to the chosen organization, Ford Motor
Company. E have also developed a quality change plan and identified the major resource implications
for implementation of the plan. E have also discussed about the six sigma strategy and the Total
Quality Management following in Ford. We have looked in to the evaluation techniques and further
improvements in the quality systems with respect to the quality management in Ford. Every
organization should understand the importance of OM and QSM and should pay more attention to
these departments as they contribute a lot for the organization’s achievement of objectives.
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