CBMEC - Operations Management - Prelim

Name: JOJIE A.
DADOR Course & Year: BSBA 3rd Year

Subject: CBMEC – Operations Management Prelim Examination
1. Define quality and total quality management.

- Quality is a lot more than the nonexistence of defects which allow companies to meet customer
expectations. Quality needs-controlled process improvement, allowing companies to exceed
customer’s expectations. Quality will let companies to re-establish pride and loyalty in their
organizations.
- Total Quality Management (TQM) is an all-inclusive and well-thought-out means to organizational
management that searches to advance the quality of processes, products, services and culture
through continuing minor charges in reply to constant feedback.
2. Identify primary elements, core concepts and benefits of total quality management.
Foundation
1. ethics,
2. integrity
3. trust.
Building Bricks
1. Leadership
2. Teamwork
3. Training
Binding Mortar
1. Downward communication
2. Upward communication
3. Sideways/lateral communication
Core concepts and benefits:

1. Customer satisfaction – TQM is centered on the requirements of the customer.
2. Internal customer satisfaction – Customers are not only external customer, but the people
outside who are the end user of a firm’s products and services.
3. All work is process – Another possible focal point of improvement is that of business
processes.
4. Measurement – in order to improve, one must first measure one’s present performance.
5. Synergy in teamwork – the idea of synergy in teamwork, where the whole is greater than the
sum of the parts, is key concept in TQM.
6. People make quality – Most of the quality problems within an organization are not usually
within the control of an individual employee.
7. Continuous improvement cycle
8. Prevention
Benefits
1. Creates a good corporate culture
2. Better reviews from customer
3. Better performance from employee
3. Distinguish between traditional management and total quality management.

- Traditional way of management focused on internal activities. Quality had a meaning which was
totally internally defined. Products or services provided by organization were assumed to be good
in quality, if this organization has done its best in producing that product or service. But in total
quality management, focus is the customer. So that final decider of the quality is the customer.
Fitting to the customer requirement was the least requirement while delighting them is the
ultimate goal.
-
4. Compare and contrast re-engineering and total quality management.
- TQM has advocated continuous and incremental improvement of processes whereas
reengineering is about radical discontinuous change (breakthrough improvement) through
process innovation. TQM and reengineering fit together over time in the life of a process.
First, the process is enhanced until its useful life time is over, at which point it is
reengineered. Then enhancement is resumed and the entire cycle repeats again.
- The differences that have been identified may generate an idea that reengineering is outside
the area of quality management. That innovation and break-through in processes are
indispensable parts of quality management. TQM assumes that the design of the process is
sound and that all it needs is some improvement or enhancement. But if the world has
changed dramatically since the process was first or most recently designed, the current
design may be incompetent of delivering the necessary performance. Reengineering is the
essential.
Case 1 – Uratex Commits to product quality
1. What approach in quality has Uratex brand used to excel? Explain briefly.
- Uratex have used the five approaches in quality to achieve a high standard product, and
these are the following:
o Transcendent: This approach pertains to the products that has achieved the
highest standard, or being the best.
o Product-based: The products Uratex produces have been proven and tested to be
comfortable and durable.
o User-based: As we all know; consumers have different type of wants and needs.
o Manufacturing-based: Uratex is in compliance with certain
standards/requirements to create such quality products that is being recognized
internationally
o Value-base: The products of Multiflex has a high value in the market, and re, in no
doubt.
2. How would you qualify Uratex brand using the three quality types of design, quality of
conformance and quality of performance? Discuss further.
- Multiflex, exceeded not only the local standards of creating a product but is also recognizable
in the international market. With the quality of design, the produced goods have a simple
figure, nothing to extravagant, but pleasing to the eyes. In quality of conformance and
performance, it is already been attested by their consumer that the company is making sure,
and is always trying their best to meet the requirements and be consistent in seeking
excellence by following the standards and protocols needed to be done to produce the best
products, and those products is indeed satisfying their consumer’s needs by providing them
an affordable, long-lasting, high quality, comfortable mattresses.
3. Can Uratex brand make use of reengineering to futher improve its mattresses? Defend your
side.
- The Uratex can make us of re-engineering, but in our opinion, the company does not need to
conduct re-engineering because it never stops seeking for innovation. Urate is committed
with producing only the finest and the best products to continue competing globally. Business
make use of re-engineering when they need to start over and take advantage of their core
competencies to prevent failures and low quality products. While Uratex, though for sure has
its own disadvantages, but they learn to utilize only their strength to keep on improving their
organization and products.
Case 2 – Service Quality at the Excellent Hotel
1. In what particular quality level does the problem of Mr. Brey Ong occurred? Explain
- The quality level does the problem of Mr. Brey Ong occurred was a low-cost provider of a
services that employee provides below-standard service or fails to satisfy the customer, and a
negative experience could result. It is important to understand the entire process of service
delivery that leads to consumer perceptions of quality. Management may have correctly
determined the amount of time that customers are willing to wait to check in to a hotel, but
they may not schedule enough front desk clerk to meet the customers’ expectations.
2. How should quality be defined in a hospitality industry like a hotel? Would you assess the
quality of Excellent Hotel? Describe briefly.
- Quality in the hospitality industry is defined as the consistent delivery of products and guest
service according to expected standards. Creating value for the guest will lead to retain the
guests successfully, and when we talk about guest retention managers must know the
importance of it in the industry. Delivering a highly quality service is one of the main
challenges that the hotel managers will be fronting in during the coming years, customer
satisfaction is considered as the main indicator of the service quality in hospitality industry.
3. What proposals should Gilda Serra recommend to the general manager considering the
complaint of Mr. Ong? Discuss.
- In order to be successful at the excellent hotel the best proposal that Gild Serra must
recommend to the general manager considering the complaint of Mr. Ong they must
concentrate on retaining existing customers implementing effective policies of customer
satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality
of service. Gild must approach focused on customer satisfaction can improve customer
loyalty, thus increasing the positive image of the hotel.

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Name: JOJIE A.

DADOR Course & Year: BSBA 3rd Year

1. Define quality and total quality management.

Core concepts and benefits:

3. Distinguish between traditional management and total quality management.

Case 2 – Service Quality at the Excellent Hotel

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