BAWAGAN, MATTHEW
BSBA – 3
BSBATQM
PLANNING FOR QUALITY AND PRODUCTIVITY A Nissan Case Study 1. Enumerate Enumerate and describe describe,, with eam!"es, eam!"es, which which critica" critica" c#m!#nents c#m!#nents #$ t#ta" %ua"it& mana'ement did Nissan use in its #!erati#ns. Strategically-Based – Nissan has a comprehensive •
stra strate tei ic c
•
p!an p!an that that cont contai ains ns its its
visi vision on an" an"
miss missio ion n
statement# Customer-F Customer-Focus ocused ed (Internal (Internal & External External)) – Niss Nissan an$s $s to top p priori orit%
is
c&st c&stom omer ers s
c&stomer "e*n "e*ne e
satis'action
+&a! +&a!it it% %
(here
e)terna!
o' pro" pro"&c &cts ts (hi! (hi!e e
inte intern rna! a!
•
c&stomers "e*ne the +&a!it% o' peop!e# Long-T Long-Term Commitment – Nissan has ,een the most
•
pro"&ctive car p!ant 'or - !on %ears# Education and Training Training – Nissan provi"es the vita!it% o' trainin "&e to the sophisticate" s%stems that the% &se since
the%
"epa "epart rtme ment nt
•
are
a
hi.tech
con" con"&c &cts ts
in"&str%#
trai traini nin n
emp!o%ees$ nee"s# Empl Employ oyee ee Invo Involv lvem emen entt
and and
to
Their
asse assess ss
trainin in"i in"ivi vi"& "&a! a!
Empo Empoe erm rmen ent t –
Nissan
re+&ires their emp!o%ees to ,ecome m&!ti.s/i!!e" "ecision ma/ers
,%
enco&rain
them
to
,e
invo!ve"
an"
participative# (. )esear esearch ch #n Nissan Nissan*s *s +isi# +isi#n n and missi#n. missi#n. H#w did the& inc#r!# inc#r!#rat rate e these in the c#m!an&
•
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VI0ION1 !ISS"!# Enric$ing people%s lives 2I00ION1 !iss !issan an prov provid ides es uni' uni'ue ue and and inno innova vati tive ve
auto automo moti tive ve
products and services t$at deliver superior measurale values to all stae$olders in alliance it$ *enault Niss issan
inc incorpo orpor rates ates
i"enti'%in
c&stomer
thei heir
missi ssion
vis vision ion
re+&irements nts
sta statem tement ent
an"
,%
contin&o&s!%
innova innovatin tin the pro"&c pro"&cts ts the% the% man&'a man&'act& ct&re re an" this this in t&rn t&rn res&!ts in &ni+&e!% a""ressin c&stomers$ nee"s an" ainin a!! o' its c!ients$ tr&st an" con*"ence ,% achievin c&stomer satis'action# 3. What What are are the the c#r c#re +a"u +a"ues es that that can can be seen seen in Niss Nissan* an*s s t#ta" t#ta" %ua"i %ua"it& t& mana'ement -se eam!"es t# de$end &#ur answers. Customer-+riven ,uality – – For Nissan to achieve c&stomer •
sati satis' s'ac acti tion on33 the% the% ma/ ma/e it a n&m, n&m,er er one one prio priori rit% t% to &n"e &n"ers rsta tan" n"
•
c&st c&stom omer er
re+& re+&ir irem emen ents ts
in
crea creati tin n
hih hih
+&a!it%# Continuous Improvement – Nissan contin&es to innovate their their pro"&c pro"&cts ts ,% i"ent i"enti'% i'%in in an" e!imi e!iminat natin in the root root
•
ca&ses o' pro,!ems# Empl Employ oyee ee arti artici cipa pati tion on ora orani ni4e 4es s
•
emp! emp!o% o%ee ees s
and and into into
+eve +evelo lopm pmen ent t – part partic icip ipat ativ ive e
Nissan
team teams s
that that
,rainstorm "ecision.ma/in processes# +esign ,uality and revention revention – This core va!&e is re!ate" to contin&o&s improvement (here Nissan ma/es it a ha,it
to prev preven entt pro, pro,!e !ems ms inst instea ea" "
o' corr correc ecti tin n them them to
minimi4e repair costs ,% creatin error.to!erant operatin
•
processes# Long Lo ng-* -*an ange ge
.utl .utloo oo
–
Nissan
is
U5$s
!arest
man&'act&rin p!ant 'or - !on an" stron %ears# . /escribe /escribe h#w Nissan used 0ustint 0ustintime ime mana'eme mana'ement nt t# ensure %ua"it& %ua"it& in its !r#ducts. Nissan aims to primari!% re"&ce 6o( times (ithin pro"&ction
as (e!! as response times 'rom s&pp!iers an" to c&stomers ,% init initia ia!! !!% %
co!! co!!ec ecti tin n
asse assem, m,!e !e" "
part parts s
,e'o ,e'ore re
pro" pro"&c &cti tion on##
7eca&se o' this3 vehic!es that have ,een reserve" ,% c!ients inc!&"in its components are pro"&ce" 8&st.in.time the speci*c vehic!e is ,ein "eman"e"# In a""ition3 other components s&ch as seat c&shions3 hoo" co!ors3 rear.vie( mirrors3 hea".!ihts3 an" interna! car "evice a"ets can ,e insta!!e" (ith the !east amo&nt o' cost an" the minim&m amo&nt o' (or/.in.proress# (or/.in.proress# 2. Based #n #n the case, case, h#w h#w d#es Nissan Nissan dene dene %ua"it& %ua"it& Nissan "e*nes +&a!it% as a process that is associate" (ith the pro"&cts that the% man&'act&re3 the operations that are ,ein "one3 "one3 an" the enviro environme nment nt (here (here the proces processes ses are ,ein ,ein per' per'or orme me" " that that e) e)ce cee" e"s s c&st c&stom omer er e) e)pe pect ctat atio ions ns as (e!! (e!! as ,rinin o&t the ,est in ,oth peop!e an" machines#
