Chapter 3 - QAO Case Study

Chapter 3 - QAO Case Study - Case Study: The Quality...

Info iconThis preview shows pages 1–6. Sign up to view the full content.

View Full Document Right Arrow Icon
ase Study: The Quality Case Study: The Quality Assurance Operation (QAO) • Unit of international high-technology manufacturing firm – Quality / inspection / repair function – Change in formal structure & mandate – Changes in reporting of events
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
• Methods – Participant-observation (1 year) – Structured interviews ollection of internal company documents Collection of internal company documents – Qualitative & quantitative analysis
Background image of page 2
Installation Vice-President Vice-President of Mfg. Old Vice- President g Installation Director Director of Mfg. Quality Old Director QAO Manager Installation Manager Operations Engineers Process Engineers ICs Installers ormal lines of hierarchical reporting within the Quality Assurance Operation Helpers Formal lines of hierarchical reporting within the Quality Assurance Operation
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
• Positive vs. Negative reporting Boss – to Boss – to Boss’s Boss • Main reporting categories – Root Cause – Quality problems / cost savings
Background image of page 4
• % “Good” vs. “Not so good” reporting
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 6
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 10

Chapter 3 - QAO Case Study - Case Study: The Quality...

This preview shows document pages 1 - 6. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online