1. Organisation Specific
1.某个特殊组织OR或者
2. Case Study (Alternative)案例分析(二选一)
M. J. Davidson – Module Tutor
Masters in Business Administration (MBA)
MODULE科目: Operations Management
MODULE CODE科目代码: F107766RM
Assignment Titleessay名称: Quality Management in an organisation of my choice在我选择的企业内的质量管理
LEARNING OUTCOMES TESTED IN THIS ASSIGNMENT要检查的本门功课的学习成果
• Demonstrate their ability for independent study in the field of quality.
• Develop their research skills.
• Develop the ability to freely exchange and discuss ideas relating to quality management issues.
• Apply their newly developed problem solving skills to an organisation or a case study scenario.
• 展示出学生在质量领域独立研究的能力
• 开发学生的研究技巧
• 开发学生自主就质量管理交流研讨的能力
• 把学生新学习的解决问题的技巧应用到企业或一个案例研究的场景中
SITUATION条件
The objective of this assignment is to look at any quality management or quality related process that is being used in an organisation that you are familiar with, your buddy’s place of work or one you have worked for.
此essay的目的是探索在你所熟知的,或你的朋友正在服务的,或者你曾经服务过的企业内,运营管理essay要求是否正在采用任何质量管理或质量相关的进程
STUDENT ACTIVITY学生需要采取的行动
1. Write a report, of approximately 3000 words in which you explain one, or a combination, of the following
写一个大约3000字的报告,解释下面一个或几个方面的内容:
i. How can quality and/or quality management strategies be applied to your organisation or your section?
质量和/或质量管理战略可以如何应用到你所在的企业或部门?
ii. How has quality or quality management strategies been applied to your organisation or section? Please also give a critical appraisal of this application.
在你所在的企业或部门质量和/或质量管理战略是如何应用的?请对你们的做法给出评判。
iii. How has ISO 9000 / ISO 14000 been implemented (or in the middle of) in your organisation?
在你所在的企业或部门中ISO 9000 / ISO 14000是如何被执行的?
iv. How can any other operations management associated process be introduced or a critique of one that has been introduced, e.g. M.R.P., J.I.T., Six Sigma, etc.#p#分页标题#e#
如何引进任何其他的与进程管理相关的运营管理或多已经学过的运营管理方法之一加以评论,例如M.R.P., J.I.T.(即时仓储), Six Sigma(六西格玛),等
OBJECTIVES目的
The objective of this Operations Management assignment is to enable you to come to terms with, and fully understand, the new quality or quality management concepts that are being used in global organisations today and the ways they can be applied and evaluated in a variety of enterprises.
运营管理essay的目的是使学生熟悉并充分理解如今在全球企业正在使用的新的质量或质量管理概念,以及这些概念在各种不同企业应用的方式和评价。
ADVICE建议
1. Please make certain that you do not reproduce a huge volume of theory; you need to produce a balance of course concepts and application.
请确认你不是在复制一大堆理论;你需要权衡运用哪些概念及其应用。
2. Format: Can I suggest the following format as an example
格式:建议使用下面是否的格式:
• Title page (with student number).
• Summary: this gives the reader an idea of whether they want to read the report or not. This should contain some brief recommendations (outcomes) of the report.
• Contents page: to state number, item and page number
• 1.0: Introduction: this sets the scene by saying who you are, what you do, what is the organisation and the organisation structure (chart).
• 2.0: Problem Identification: it is usual now to identify the problems in the organisation and analyse these via a diagram (fishbone).
• 3.0: Quality, Quality Management or Similar Quality Process: bring into the discussion the course concepts relating to the area of study.
• 4.0: Investigation: here you could put in some research, e.g. via perhaps a small questionnaire or structured interviews (evidence).
• 5.0: Analysis of results: in this you can use pie charts, bar charts, graphs etc. plus discussion.
• Conclusions: should naturally flow from the above.
• Recommendations: this should be an action plan, in point form, with time scales.
• Reference: for the reference you use in your report it is essential that you use “Harvard” referencing as this is University of Wales, Newport and Newport Business School adopted standard.
• 题目封页(注明学号)
• 摘要:让阅读者可以清楚是否想读这份报告。这部分应该包含你的报告提出的一些简要建议(报告结果)。
• 内容:要标明号码、项目、和页码。
• 1.0: 简介: 设置场景阐明你是谁,你做什么,以及研究的组织和组织结构(图)是什么。
• 2.0:识别问题:现在通常用关系图 (鱼骨图)确定该组织中存在的问题并加以分析。#p#分页标题#e#
• 3.0:质量、 质量管理或类似的质量进程:结合课程中介绍的相关概念加以讨论。
• 4.0:调查:在一些研究中你可以在这个章节加入也许是一个小的调查表或结构化的访谈 (作为证据)。
• 5.0: 分析结果: 在此部分您可以使用饼形图、 条形图、 图形等加以讨论。
• 结论: 应自然而然地从上文得出。
• 建议: 应该是一项行动计划,以要点的形式给出,需要阐明时间范围。
• 参考:在这部分列出你的报告中使用的引用,这是必不可少的。请您使用"哈佛的"参考标准格式,这也是威尔士大学新港学院和紐波特商业学校采用的标准。
ASSESSMENT CRITERIAessay评估标准
Please note that the University of Wales, Newport Grading System will apply. The grade for the assignment will generally be a combination of
请注意我们采用的是威尔士大学新港学院的评分体系,essay的评分通常考虑下述方面:
1. Underpinning knowledge from the course.
2. The application, or proposed application, of the quality techniques in your organisation.
3. The structure and content of the final report submitted.
1。课程的基础知识。
2。在您的组织的质量技术的具体应用或应用的计划。
3。最后的提交报告的结构和内容。
To gain a distinction grade (A14 to A16), the report must be in the correct format, contain a summary, have a proper numbering system, etc. It should explain fully how the concepts of Quality, Quality Assurance, Quality Management, ISO 9000 and/or Just in Time manufacturing, or the process you have chosen, could be applied to the organisation.
要获得优秀等级 (A14到A16),该报告必须以正确的格式,包含摘要,有适当的编号系统,等等。它应该充分解释如何概念的质量、 质量保证、 质量管理、 ISO 9000 或只是准时化生产或您已选择,该进程可适用于该组织。
To gain a pass grade (D5 to B13), the report will have some form of report format, probably missing a summary. It will have a skeleton of some limited ideas of application.
要获得及格成绩( D5到B13 ) ,该报告要采用某种形式的报告格式,可能缺少一个摘要。要有基本框架涵盖一些有局限性的应用思路。
To gain a fail grade (E4/F1 to F3), the report will not have the correct format, i.e. will be a memo or in fact, have no format at all. There will be a very limited idea of the application to the organisation.
对于一个失败等级( E4/F1至F3 ) ,该报告没有正确的格式,例如,是一个备忘录,或者事实上,根本没有格式。对于一个组织中的应用的想法非常有限。
The assignment will form 100% of the overall module grade.#p#分页标题#e#
essay评分将在上述所有级别中给定。
DUE DATEessay截止日期
This assignment must be submitted normally 6 weeks after the module delivery.本门essay正常情况下必须于授课完成6周内提交。
M. J. DAVIDSON
June 2012
OR或者
Masters in Business Administration (MBA)
MODULE科目: Operations Management运营管理
MODULE CODE代码: F107766RM
ASSIGNMENT TITLEessay名称: Case Study - Quality Wheelbarrow Company
案例分析-优质独轮车公司
LEARNING OUTCOMES TESTED IN THIS ASSIGNMENT
• Demonstrate their ability for independent study in the field of quality.
• Develop their research skills.
• Develop the ability to freely exchange and discuss ideas relating to quality management issues.
• Apply their newly developed problem solving skills to an organisation or a case study scenario.
• 展示出学生在质量领域独立研究的能力
• 开发学生的研究技巧
• 开发学生自主就质量管理交流研讨的能力
• 把学生新学习的解决问题的技巧应用到企业或一个案例研究的场景中
•
STUDENT ACTIVITY学生要采取的行动
From the information given in the case study, write a FORMAL report of approximately 3000 words, in which you answer the following:
写一个大约3000字的报告,并回答下述问题:
i. What are the quality problems in the company?
这个企业有哪些质量问题?
ii. What are the strategies you would recommend to solve these problems?
你建议采取什么战略来解决这些问题?
iii. How would you evaluate the outcome of these strategies?
你如何评估这些战略的结果?
OBJECTIVES目的
The objective of this Operations Management assignment is to enable you to come to terms with, and fully understand, the concepts of Quality Management used in business.
此运营管理essay的目的是使你熟悉并充分理解企业中应用的质量管理的相关概念。
ADVICE建议
1. Please make certain that you do not reproduce a large volume of theory; it is basic course concepts, problem recognition, solutions and evaluation that are required.
请确认你不是在复制一大堆理论;你需要权衡运用哪些概念及其应用。
2. I have asked you for a Formal Report, can I suggest the following standard:
请采用报告格式,并建议使用下述标准
• Title page.
• Summary: this is a short paragraph illustrating what the report contains, plus outcomes.#p#分页标题#e#
• Contents page: to state number, item and page number.
• 1.0: Introduction: this sets the scene by saying what is the organisation.
• 2.0: Problems in the company - use diagrams.
• 3.0: Solutions, etc., and any subsequent headings, e.g. Quality, etc.
• 4.0: Evaluation.
• Conclusions: should naturally flow from the above.
• Recommendations: this should be an action plan, in point form, with time scales.
• Reference: for any references you use in the case study, it is essential that you use the “Harvard” referencing as this is the University of Wales, Newport and the Newport Business School adopted standard.
• 题目封页
• 摘要:用一小段阐明报告包含的内容+报告结果。
• 内容:要标明号码、项目、和页码。
• 1.0: 简介: 设置场景阐明这个企业是什么。
• 2.0:识别企业的问题:用图表。
• 3.0:解决方案等,及任何后续题目,例如质量等
• 4.0:评估
• 结论: 应自然而然地从上文得出。
• 建议: 应该是一项行动计划,以要点的形式给出,需要阐明时间范围。
• 参考:你的案例分析中使用的任何引用都应列出。请您使用"哈佛的"参考标准格式,这也是威尔士大学新港学院和紐波特商业学校采用的标准。
ASSESSMENT CRITERIAessay评估标准
Please note that the University of Wales, Newport Grading System will apply (see attached). The grade for the assignment will be a combination of:
请注意我们采用的是威尔士大学新港学院的评分体系,essay的评分通常考虑下述方面:
1. Relevant course concepts being used.
2. The problem definitions and solutions to the case study.
3. The structure and content of the final report submitted.
1. 使用了所学的相关概念
2. 案例研究中识别的问题和提出的解决方案
3. 最终提交报告的结构和内容
To gain a distinction grade (A14 to A16), the report must be in the correct format, contain a summary, have a proper numbering system, etc. It should explain fully how the concepts, or the process you have chosen, could be applied to the organisation.
要获得优秀等级 (A14到A16),该报告必须以正确的格式,包含摘要,有适当的编号系统,等等。它应该充分解释如何概念的质量、 质量保证、 质量管理、 ISO 9000 或只是准时化生产或您已选择,该进程可适用于该组织。
To gain a pass grade (D5 to B13), the report will have some form of report format, probably missing a summary. It will have a skeleton of some limited ideas of application.#p#分页标题#e#
要获得及格成绩( D5到B13 ) ,该报告要采用某种形式的报告格式,可能缺少一个摘要。要有基本框架涵盖一些有局限性的应用思路。
To gain a fail grade (E4/F1 to F3), the report will not have the correct format, i.e. will be a memo or in fact, have no format at all. There will be a very limited idea of the application to the organisation.
对于一个失败等级( E4/F1至F3 ) ,该报告没有正确的格式,例如,是一个备忘录,或者事实上,根本没有格式。对于一个组织中的应用的想法非常有限。
The assignment will form 100% of the overall module grade.
essay评分将在上述所有级别中给定。
DUE DATEessay截止日期
This assignment must be submitted normally 6 weeks after the module delivery.本门essay正常情况下必须于授课完成6周内提交。
M. J. DAVIDSON
June 2012
CASE STUDY案例分析
INTRODUCTION介绍
The Quality
Wheelbarrow
Company
优质
独轮车
公司
A quality product is one that performs in every respect to the standard the customer was promised when he or she made the decision to purchase. As we have seen in lectures, the customer’s perception of quality is a vital ingredient in the pursuit of total quality management, no matter how perverse or fickle that perception may appear.
优质的产品是一种在各方面向客户承诺按照他或她作出购买的决定时的标准执行。我们已经看到在讲座中,客户对优质的看法是追求全面质量管理的一个至关重要的因素,不论这个看法可能会是如何倒行逆施或易变的。
At the root of all quality problems is a “mind set” about what can be achieved. If a company has a “good enough” attitude, the implications at all stages in the process of effecting delivery to the customer can result in enormous expense and loss of custom. However, a culture in which “that’s close enough” is regarded as “not good enough” can obtain very different results.
在所有质量问题的根源是一个关于可以实现什么的“思维定势” 。如果一家公司有一个“足够好”的态度,其在交付给客户的过程中各个阶段的影响,可能导致巨大的花费和客户损失。然而,如果一个文化中, “差不多够了”被认为是“不够好” ,那就会得到非常不同的结果。
In this case study, the Quality Wheelbarrow Company (QWC) has recently been studied by a firm of consultants at the invitation of the Company President, Albert Higgins, and you are provided with a copy of their report.
在本案例中,优质独轮车公司( QWC )总裁阿尔伯特•希金斯最近邀请顾问公司对公司进行了研究,下面提供给你的是报告的副本。#p#分页标题#e#
REPORT报告
QWC is a 25-year-old American company serving the quality wheelbarrow market. It has sales of $96 million on which it will lose about $4 million this year, and it projects about the same loss next year on slightly increased sales.
QWC 是一家服务与优质独轮车市场的有25年历史的美国公司。它的年销售额是9600万,而今年这个数字会减少$400 万,预计下一年度的销售损失将进一步轻微增加。
It is our feeling that this situation is irreversible unless something can be done to reduce the high compensation cost (guarantee payments for faulty goods) the company is bearing. We are recommending that the company consider one of three actions. All involve major changes, but this is a desperate situation. The options are
我们感觉,这种情况是不可逆转的,除非我们还能做些什么来减少公司正在承担的高薪酬的成本(劣质的商品的保证金)。 我们建议三种公司可以考虑的措施。这些都涉及重大的改革,但是形势严峻。 这些选项是:
1. Move the company, physically, to a low labour rate area such as the Mexican border and, in addition, begin to purchase parts from Latin America.公司搬迁到一个劳力较便宜的地区,例如墨西哥边境,此外,开始才拉美购买部件。
2. Cut back on the quality of the product and raise prices.从产品质量方面削减成本并提高产品价格
3. Sell out. We know of a company with an interest in QWC and we could assist in beginning negotiations.出售。我们知道有家公司对QWC有兴趣,我们可以帮助接洽。
In the past few years, QWC sales have been flat and they will be so for the next few years. The market is expanding, but Japanese barrows came onto the market last year and have been very well received, although they are slightly more expensive than QWC machines. This is one of the reasons we recommend a price increase. Japanese workers do not have the personal mobility of American workers, so they can concentrate and do a better job. We are making some recommendations to the industrial relations people concerning additional benefit programmes.
在过去的几年里,QWC销售基本平稳,并且在接下来的几年中也会如此。 市场正在扩张,但日本向后拉线进入市场去年已经取得很好的反应,虽然他们比QWC的机器略贵。 这是其中一个我们推荐涨价的原因。 日本工人没有美国的流动性,所以他们能集中精力做的更好。 我们关于附加福利方案提出了一些建议给劳资关系方面的人。
We have examined the functional and operations area of the company in great detail and have conducted interviews with all department heads. We can find no significant reason why the company is having all these problems other than that the expenses are too high. Consideration of the discussions and a listing of statistical findings are attached. We asked all the department heads about quality and have found them to be dedicated to quality improvements.#p#分页标题#e#
我们非常详细地检查了公司的功能和操作领域,并且已经和所有部门主管进行了面谈。除了费用太高以外,我们没有找到明显的理由为什么公司会有这些问题。附上所有的讨论和一个统计结果的清单供参考。 我们问过所有部门主管质量的问题,而且发现他们都在致力于提高质量。
Let us now if you decide to move to the Mexican border; we can assist in finding a plant site, relocating executives and their families, and hiring labour.
如果你决定搬到墨西哥边境区,请告诉我们;我们可以在寻找厂址、搬迁高管们和他们的家庭、已经雇佣劳动力方面提供帮助。
INTERVIEW SUMMARIES访谈摘要
President: I have always made a point of reaffirming and emphasising our dedication to quality. If we don’t have quality, we don’t have anything. I have personally spent a great deal of time evaluating the problems we have with producing quality goods. I also insist that any products having the slightest problem are seen by me personally before they are shipped.
总裁:我一直重申我们有必要致力于和强调质量。 如果我们没有质量,我们什么都没有。 我亲自花了大量的时间来评估我们存在的问题并生产高质量的产品。 我也坚持, 在产品装运前不可以被我个人看到任何细微的问题。
In our current financial situation, we are treading a dangerous line. We have to find the exact optimum in this quality business. If we make them too good, and I think we have some of those problems now, we will lose money. If we don’t’ make them good enough, we will not keep our customers. When I was at the National Wheelbarrow Convention last month, all I heard was “Japanese and Far East quality”. Everyone is scared to death. Well, we are going to have to face up to the cultural differences between our countries. Our workers are just not interested in quality. Perhaps we need some awareness programmes.
我们当前的财务状况很危险。 我们必须从质量人手找到确切的优化方案。 如果我们把产品做的过好,我想我们在这方面已经出现了一些问题,现在我们会亏本。 如果我们的产品不够好了,我们会留不住客户。 在上个月的全国独轮车大会,我听到的全部都是“日本和远东的品质”。 每个人都吓得半死。 嗯,我们将不得不去面对我们两国之间的文化差异。 我们的工人对质量不感兴趣。 也许我们需要一些宣传方案。
Anyway, I am going to bring my staff together and lock them up until they recommend an answer. We can’t afford to waste money making them too good, and we lose sales if we make them poorly. It’s a big problem.
不管怎样,我要使我的工作人员召集起来,不推荐一个答案就不放出去。 我们不能浪费金钱把产品做的太好,但是如果做的不好我们就会影响销售业绩。 这是一个大问题。#p#分页标题#e#
Purchasing Manager (Chris Phillips): My biggest concern is to keep the line moving. Most of our suppliers have long lead times for their products. Even stock sheet aluminium has to be ordered three months ahead of time. When we move, we have to move fast. I have worked out a quick ordering arrangement, so we can order over the telephone and send the paperwork later. This gives us more flexibility. When the parts come in, I try to expedite them through receiving inspection as quickly as possible. We have to keep that line going because, without output, we are just a building standing here in the wilderness. If we don’t’ produce, we don’t get paid.
采购经理(克里斯•菲利普斯):我最关心的是保持流水线运行。我们的大多数供应商的产品交货期很长。甚至库存铝板也必须提前三个月下单。 当我们行动时,我们必须快速行动。 我已经制定了一个快速下单的协议,这样我们可以提供先通过电话订购,稍后再发书面文件。 这让我们有更大的灵活性。当部件入库时,我努力使他们尽快接受检查。 我们必须保持流水线运行,因为没有输出的话,我们就像是一个站在旷野里的建筑。如果我们不生产,我们就没有报酬的。
I keep the pressure on our vendors to discount to us every change they get. I know that we are in a loss position at this time. One way of doing this is to have them call me when they have a part that isn’t quite right, but is still functional and looks OK. Then I check with engineering to see if we can still use it. This lets us pick up a discount, and some of them are quite substantial and helps the cause along.
我一直给我们的供应商压力,让他们每一个调整都给我们打折。我知道,我们是处在亏损状态。这样做的一个办法是让他们在有部件不是很好,但是仍然是功能齐全外观也不错时打电话给我。然后我和工程人员检查我们是否能使用。这让我们可以拿到折扣,其中一些是相当可观的,这也是我们为什么一直这么做的原因。
The incoming quality control people complain about this a lot, but they are really too fussy. We use almost all of the parts they reject. They should get their act together!
来料质量控制人员对这个有很多抱怨,但是他们真的太挑剔了。几乎所有他们拒绝的零件我们都使用了。他们应该配合起来!
Field Service Manager (Pat Hillman): We are concerned primarily with the customer and quality. We don’t want them to be disappointed. As you know, we sell through the big department and multi-purpose stores like Sears, Jordan Marsh, Felinies, etc. After they receive a shipment, our staff are right there helping them open the boxes and giving the machines an extra check before they go out onto the floor or into stock.#p#分页标题#e#
现场服务管理器(帕特希尔曼):我们是主要关心客户和质量。 我们不想让他们失望。 你知道,我们通过大百货商店和综合商场,例如西尔斯、乔丹马氏,Felinies等等销售。他们收到货物后,我们的工作人员都在这里帮助他们打开箱子,在货物入场或入库前给机器做额外检查。
We check for burrs, for operational movement, to see if the operating instructions and warranty information are enclosed. We get a lot of complaints about the guarantee and warranty cards not being included. I have to remember to ask the plant about that.
我们检查的毛刺,做操作运行,查看是否有说明书和保修信息。我们因为保证书和保修卡没在里面收到不少投诉。我不得不记得提醒工厂这件事。
We also provide an on-call service for our customers. Roughly 10% of the 40,000 units per month will require some field engineering service is we are to reach our sales goal. Usually just operational things like wheel bearings needing oil, but sometimes it requires more work such as drilling a hole for the mounting bracket. We want to maintain the company’s reputation. It is hard when we have problems like the machines coming out finished with different shades of blue paint. Apparently, some didn’t turn out just right. It’s only a problem when you see one side-by-side with a barrow that is the right colour but is does create problems for the sales people. Service costs to QWC are $90 per barrow on average.
我们还为我们的客户提供了一个呼叫服务。每月40000台中大约10%需要一些专业工程师到场服务以达成我们的销售目标。通常只是一些操作方面的,例如车轮轴承需要润滑油,但有时也需要更多的工作,如钻孔安装支架。我们要维护公司的信誉。这是当我们的机器有问题,例如出来的成品上蓝色油漆的色调不同,就很难做。显然,有些做得不够好。这只有当你看到它与一辆颜色正确的手推车并排放在一起时才是问题,但是这给销售人员制造了问题。QWC手推车的服务成本是平均每辆90美元。
VP Manufacturing (Joss Fogerty): We have 2.408 direct labour in our shop operations – 970 in the assembly area and 1,438 in fabrication. Out of all those, we only have 100 in our rework department. I think that is pretty good. The direct labour rate with benefits is $30,000 per year. Most of our people have been with us for some time, although we began to get a lot of new, young staff three years ago.
生产副总 (乔斯•福格蒂):我们有2.408个一线工人在我们的商店工作—在组装区有970个 – 制造区有1438个。 除了这些人, ,我们只剩100人在返工部门。 我认为这是相当不错的。 一线工人的福利是每年30000美元。 我们的大多数人已经和我们共事了相当一段时间,虽然我们开始招募大量新人,年轻的工作人员也有三年工龄了。#p#分页标题#e#
I think we make a great barrow. We have always had good customer acceptance and we have kept the concepts simple. Not too many options. However, the shop cost has been going up regularly and a lot of it has to do with some of our tooling getting old. We don’t want to replace it all at once because that would cost us over $2 million. Our scrap is running $418,000 a year.
我想我们做的手推车很棒。 我们的客户认同一直良好,而且我们一直秉承简单的概念。 没有太多的可选项目。 然而,这家商店成本一直在稳定上涨,这更多与我们的工具老化有关。 我们不想一次性全部换掉因为这将花费我们超过200万美元。 我们的报废是一年418000美元。
We find that tolerances aren’t held just right; most of them are not that critical but it is a bother. I have arranged to allow the production engineers to sign off the variations so that we can keep going. We haven’t missed a delivery date in the past twelve years.
我们发现容差率不正确;大部分参数并不那么重要,但它是一个麻烦。 我已安排让生产工程师划掉这些变更,这样我们就能够继续。 在过去的十二年我们从没错过一个交货的日期。
I think our quality is good, and heaven knows I personally get involved every time something is not right. I must give one speech a week to the team leaders about quality. They just have to work harder at quality improvement. Our returns are about 5% of those shipped. The field service people take care of a lot out there, but the customers are getting a little more touchy on the subject. I think they overreact.
我认为我们的质量是好的,而且上帝知道每次出状况的时候我个人都会过问。 我必须对团队领导每星期做一次关于质量的演讲。 他们只需要更加努力的提升品质。 我们的退回率大约是发货量的5%。 现场服务人员很小心了,但是顾客就这个问题越来越态度强硬。 我认为他们反应过度。
Quality Control (Kim Winston): I did a study on our quality costs and it looks to me as if we are running well within the guidelines. That leaves room for improvement, but no big panic. Rework and scrap allowances are built into the costs.
质量控制(金温斯顿):我研究了我们的质量成本,在我看来,我们遵照指导方针运营的很好。有改进的余地,但是不很大,不用恐慌。 返工和废品率是在成本中的。
But we aren’t nearly as good as we could be. I have recommended to Joss that we introduce a motivation programme here in the shops to get people to be more quality conscious. He has agreed, and we are going to buy some posters. I plan on attending a group quality improvement meeting at a one-day seminar next month.
但我们还远未达到我们可能做到的最好。 我已经建议Joss我们引入一个激励计划,让人们有更多的质量意识。 他已同意,我们会买一些海报。 我计划参加一个讨论小组质量改进会议,在下个月,研讨会为期一天。#p#分页标题#e#
One thing we really have to work on is appearance items. We can spend a fortune trying to keep them out of things. I have made up a book of photographs of those that are acceptable and those that need rework. The production people scream that we’re too tough on some of our criteria, but we have to do it or they will run away with that sort of stuff.
有一件事我们确实不得不做的,就是外观。 我们可以花一笔钱避免这些问题。我已经把把那些可以接受的产品和那些需要返工的照片编成一本书。 生产人员抗议说我们执行标准太严厉,但我们必须这么做,否则他们就因为这个缺陷跑了。
Human Resource Management (Leslie Parker): There are 65 people in H.R. and 21 in industrial relations. I think we will be adding ten more to industrial relations because there are a lot more grievances now, and of course, new government regulations make it necessary to spend a lot more time on these areas. We provide an induction for our new employees after they have been here for six weeks. We want them to go past the probation period before we invest a lot of time in them. This has worked out because about one-third leave or are let go within the first four weeks. This amounts to five indirect and fifteen direct. Cost for each replaced employee is one half of their yearly salary ($30,000 with benefits) for direct staff. Indirect staff average $36,000 with benefits. After that time, they stay for a long while and are good employees.
人力资源管理(莱斯利•帕克):有65人负责人事,21个负责劳资关系的。 我认为我们要增加十个负责劳资关系的,因为现在不满增加了很多。当然,新的政府条例也需要在这些领域花更多的时间。 我们的新员工入职六个星期后我们为他们做入职仪式。 我们希望在我们投入大量的时间在他们身上之前他们先通过试用期。 这很有效因为大约三分之一的人在前四周离开或被辞退了。数量大概是五个间接的和十五个直接的员工。每替换一个员工的成本相当于他一半的年薪(直接员工30000美元加福利),间接员工平均36000美元加福利。 此后,他们会服务很长一段时间,并且是好员工。
Accounts receivable are a real problem. Over eight million dollars is past accounts are overdue. People aren’t paying up these days…trying to do business on the other people’s money. It costs us 10% in interest to carry these overdue receivables and they have us looking for specialists because a lot of the overdues are disputes; much of it involves guarantee, warranty and quality things. There is even one product safety problem with a machine we made five years ago. Can you imagine it?
应收账款是一个现实问题。过去的账目中有超过800万美元是过期了的。这些人这么些天不付款......想用其他人的钱做生意。我们10 %的利润用来回收这些逾期应收账款, 我们不得不找专家,因为很多逾期应收账款有争议;很多涉及到担保、保修和质量的问题。甚至有一个产品的安全问题是我们五年前制作的一台机器。你能想象吗?#p#分页标题#e#
Marketing (Sue McGinnis): The President is on my back to get more orders. He won’t let me hire more sales people because they cost too much, $80,000 per year salary and benefits, but I can’t get more orders when they spend 20% of their time on the phone to the plant trying to get guarantee and warranty cards which weren’t shipped with the units. That’s a lot of money because I’ve got a hundred sales people already!
市场营销(苏麦金尼斯) :总裁影响我获得更多的订单。他不会让我雇用更多的销售人员,因为他们的成本太大,每年的工资和福利要80,000元,但是如果他们花20 %的时间打电话给工厂区要那些发货时没放进去的保修卡和保证书,我没法获得更多的订单。这是很大一笔钱,因为我已经有一百个销售人员!
SUMMARY总结
Table 1 Statistics concerning company plans与公司计划有关的统计
Sales goal销售目标:
产出:
单价:
利润:
$9600万 (每月$800万)
每月40,000台
$200 (店铺销售价 £300)
税前 $14,400,000 (每台$30 )
税后每台 $15
Policy – QWC wants to produce a quality wheelbarrow for the upper-class market. We want people to have confidence in our reliable machines. Field service operations have been established to support the stores and the end purchaser.
政策–QWC要为高端市场生产高质量的独轮车。我们要人们对我们可靠的机器有信心。现场服务业务已建立并且可以支持店铺和最终买家。
Our quality department has been staffed to conduct testing and inspection at all levels of manufacturing. Job enrichment programmes have been established for assembly workers.
我们的质量部门已配备相关人员对各级生产进行测试和检查。工作的丰富化方案已发给装配工人。
We believe we owe it to our stockholders and our customers to reach the optimum in quality. The customer should get his or her money’s worth, and the stockholder should be protected from “gold plating” (quality too high).
我们相信,我们应该为我们的股东和我们的客户达到最佳质量。客户的钱应该花的物有所值,而为保护股东利益应该避免”镀金”(质量过高)。
NOTE: This case study is from the Open University Masters Programme (MBA): being one of the Elective Choices (B888). It has been amended to explain American jargon.
注:本案例来自开放大学硕士课程(工商管理硕士):是选修课程的一个选择(b888)。已被适当修改解释美国的行话。
Masters in Business Administration (MBA) – China 2012
Module科目 – Operations Management运营管理#p#分页标题#e#
Module No.课程代码 – F107766RM
ASSIGNMENT BRIEFING – June 2012 essay简介—2012年6月
1.0 Objective:目的
1.1 The objective of this paper is to give guidance to students on the structure and format of the assignment entitled “Quality Management in an organisation of your choice” or the alternative case study.
本文的目的是指导学生essay的结构和格式,essay题是“你选择的一个企业的质量管理”或可选案例研究。
1.2 It is intended to be of guidance only as there are a number of ways this assignment can be tackled. 指导的目的是告知学生有很多方法可以完成essay。
1.3 It will give you some ideas as to how I think the outcome of the report should appear when you submit it for marking. 它会就我认为提交评估的报告结果应该是如何的给你一些想法。
2.0 Structure:结构
2.1 Title page – this will be a short title saying what the report contains. 标题页–这是一个短标题说明报告包含的内容
2.2 Summary – the first page of the report should show:摘要-应该在报告的第一页
• What the organisation is.这个企业是什么
• What do they do (briefly)?他们是做什么的(简要说明)
• What does the report contain?报告包含哪些内容
• What does it conclude (briefly)?主要结论是什么(简要说明)
• What does it recommend (one sentence)?建议是什么(一句话)
2.3 The idea is to give the reader a choice as to whether they wish to read the report or not and the summary is usually written at the end of the report compilation. 目的是让读者选择他们是否希望阅读这份报告,摘要通常在报告结束后编写。
2.4 Contents page – this should state the chapter/paragraph item number, chapter and page number. 内容页–这里应该说明章节/段落数量、章节和页码。
2.5 This could be “1.0 – Introduction” and should “set the scene” by saying in more detail这部分应该标为“1.0-介绍”,而且应该通过介绍更多细节“设定场景”:
• What the organisation is and does.这家公司是什么,做什么
• What is your role in the organisation?你在这家公司的职务
• An organisation chart (probably best put in appendix 1).组织架构图(最好作为附件1)
• Brief summary of the history of the organisation, if appropriate.如果合适,简要介绍企业历史
• Aim and Objectives of the Report. Typical words to use for aim and objectives are to explore, to establish, to evaluate, to develop, to examine, to discuss, to determine, etc. 报告的目标和目的,通常使用目标和目的两个词来说没要探索、开发、评估、检查、讨论和决定的内容。#p#分页标题#e#
2.6 Problem identification – it is common now to register some of the problems in the organisation and they can be put with two categories of 识别问题 – 这一步通常用来的登记企业的某些问题,这些问题可以归为两个范畴::
“Hard”硬性的 “Soft”柔性的
(Quantitative)定量的 (Qualitative)定性的
Can Measure可以衡量 Cannot Measure不能衡量
Please ensure that you explain “hard” and “soft” concept.请确认你可以解释“硬性”和“柔性”的概念
These problems can be augmented with a Fishbone Diagram or similar. (Also, need to explain the diagram.)这些要讨论的问题可以使用鱼骨图或类似图表展示(当然需要对图表加以解释)
2.7 You can now discuss some course concepts relating to the area of choice, e.g., Quality, Quality Control, Quality Assurance, Total Quality, Six Sigma, etc. Do not forget your referencing with writers being cited in the text.现在你可以讨论一些与 选择范畴相关的课程概念,例如,质量、质量控制、质量保证、总质量、六西格玛等。不要忘记说明被引用的文本和作者。
2.8 Investigation – to give your report some credibility (evidence), it is recommended that you carry out a small investigation via a questionnaire or structured interview. It is likely that there will only be 10 to 12 questions but please make sure that the questions relate to the problems that you mentioned earlier. 调查 – 给你的报告提供一些信誉(证据),建议通过问卷调查或结构化面谈实施一个小型调查。它可能只有10到12个问题,但是请确保这些问题与你之前提到的问题相关。
2.9 Analysis of Results – this section should discuss the outcome of the investigation via the use of bar charts, pie charts, graphs, etc. with an explanation of the results. 结果分析–本节应该通过使用条形图,饼图,曲线图等讨论调查结果,并加以解释。
2.10 NOTE: for the case study there is no need to carry out any investigation and present results. 注:案例研究不须要进行任何调查和结果陈述。
2.11 Conclusions – this section looks back at the initial aim and objectives and problems and discusses if these solutions have been met. 结论–本节回顾最初的目的、目标和问题,并讨论是否这些问题的解决方案令人满意。
2.12 Recommendations – here you could offer a series of recommendations or “action points” with, if you are able, some time scales, e.g. short / medium / long term. 建议- 这里你可以提供一系列的建议或“行动要点”,如果可以,给出时间维度,例如短期/中期/长期#p#分页标题#e#
3.0 Bibliography / Referencing 参考书目/引用:
3.1 It is essential that you show this section and try to illustrate your research by showing a variety of sources, e.g. 你必须有这部分,并且试图通过展示不同的来源表明你的研究,例如:
• Books.书籍
• Journals.杂志
• Websites网络
3.2 Please ensure that this is in “Harvard” referencing style in alphabetical order.请确认使用哈佛的参考风格并按字母排序。
M.J. Davidson
June 2012
相关文章
UKthesis provides an online writing service for all types of academic writing. Check out some of them and don't hesitate to place your order.