Hank Kolb, Director of Quality Assurance
Case Study 1
Gregory W. Judge
MC 550 Operational Management
October 15, 1996
The fundamental problem is management. Senior management lacks the policies and visible support of a quality philosophy such as following a ISO 9000 Quality System. Even though they have recently appointed Hank Kolb to oversee their quality program, which is a move in the right direction, there is still a lack of visible senior management support for quality.
The fundamental problem shows up in a number of symptoms such as putting schedule and market share above quality and safety. It also shows up as a poor attitude about quality. Quality is viewed as an add on, inspected in, and is an impedance to doing their job. Proper training is not viewed as a prerequisite to start a job which leads to unqualified people performing processes.
This fundamental problem also creates an entire host of other problems. These problems, as stated in the case study, include: lack of purchasing, design, and testing processes, inspections that are after the fact with out in-process controls or feed back loops. It also leads to a lack of product tractability, quality maintenance records of the equipment so improvement or stabilization data is not available. Designs are made on hunches - there is no decisions based on facts and data.
Personnel had stated that the operator had just be transferred in without any formal training and the on-the-job training was by an unqualified person shows proper training is not viewed as a prerequisite to start a job which leads to unqualified people performing processes.
The operator was not around when the QC manager did the testing demonstrates inspections that are after the fact with out in-process controls or feed back loops.
The case states that there was no scheduled...