H ank Kolb – Di r ector of quali qual i ty as assur ance
What are the causes of the quality problems on the Greasex line?
The primary problem is the lack of commitment to achieve an excellent quality product. The management lacks policies and visible support for quality standards. Although they have recently hired Hank Kolb to oversee their quality program, which is a good decision, the lack of support from senior management for quality is very apparent. It was evident in in launching the Greasex line to gain market share without testing the processes involved in making the product as well as ensuring safety requirements are achieved. They saw quality as only a secondary added value.
What general steps should Hank follow in setting up a continuous improvement program for the company? What problems will he have to overcome to make it work?
Hank Kolb needs to study meticulously the fundamental problems relating to the process in making Greasex line — from from equipment, input goods, and safety requirements. He should advise the senior management to be involved in developing quality standards and seek full support in the implementation of said standards to change the attitude across the company. Mr. Kolb can then start an awareness campaign to empower workers/employees and give them clear understanding regarding the cost of poor quality products against the value of good quality processes.
Seri es of Acti ons Han k K olb can r ecommend to th e Man agement
• Define clearly quality standards and align it with the company’s vision mission as a whole
• Extensive research and testing of new products should be done first before launching them in the market. Processes involved should also be reviewed to ensure compliance with product specifications and readiness of the operations
• Analyze if Greasex product fits strategically with their company’s goals and objectives. Perform cost/benefit analysis if better machines are needed or should discontinue the product.
• They could perform a make/buy analysis to determine if they should off-load the production into other companies. This could be advantageous because it could provide an opportunity to remove the problem and provide a quality product in the quantities needed.
