MGMT3040 Process and Quality Management
Case Study
Apply Quality Management tools to improve process and product quality
Resource Suggestions:
Textbook
American Society for Quality (www.asq.org),
Center for Quality Management website (www.cqm.org)
Resource Engineering Inc. (http://www.qualitytrainingportal.com/)
FreeQuality (www.freequality.org)
General Requirements:
1. While you will not be held to a particular number of pages, I anticipate approximately 5-7 written
pages of well-researched material. Tables, charts and other visual tools will make up a major
portion of this project.
2. Cite all resources (APA or MLA style)! You will be penalized for not citing others’
writings or concepts—whether you quote them directly or summarize.
3. This project is due via Turn-It-In. Please format your paper as single-sided and double-spaced.
*Please note, if you are having difficulty loading any charts/graphs/ analytical tools to
Turn-It-In, I will accept them hard-copy. For any hard-copy material, include a cover page
and staple in the top, left corner. No covers, binding or folders.
4. Project is due Tuesday, Nov 17 at 6:00PM via Turn-It-In*.
for each day late, including weekends.
One letter grade will be deducted
Quality Management Case Study
GummiWorld is a small manufacturer of novelty candies, producing packaged candies for distribution
through a variety of outlets (discount, convenience, drug and grocery stores), primarily for the
Northeast, but distributed across the United States. The product line has three major ingredients
besides water and gelatin, which are always in stock and of high quality: sugar, flavor and coloring. The
ingredients undergo several automated steps (stations) in the production process:
Station 1: mixing and heating
Station 2: shaping and cooling
Station 3: waxing and glazing
Station 4: retail packaging
Station 5: bulk packaging
The new President of the company recognizes two facts: (1) the product line is considered to be top
quality by consumers, with very high consumer ratings and few, minor customer complaints, and (2)
GummiWorld is a highly inefficient producer when compared against its competitors.
To maintain their reputation, product deemed to be of the wrong color, shape or otherwise fails quality
inspection is weighed and destroyed.
In order to understand the inefficiencies better, she has asked her management team to identify
specific quality failures for a period of three weeks (15 workdays). Additionally, she has called you in as
a Quality Improvement Consultant to analyze the quality situation and make recommendations for
improvement.
In your first glance of the data, it is immediately apparent that you will have to sort and quantify the
data to understand the magnitude of the problem.
To this end, you will need to use multiple quality management tools to make sense of the data.
Project Format/Content Requirements
Part I:
INTRODUCTION: Create a brief (one paragraph) introduction, to open the discussion in good
form.
Part II:
DEFINE
Describe which quality dimensions of manufactured products apply to GummiWorld’s
products; be specific.
Part III:
MEASURE AND ANALYZE
a. Measure and Analyze the quality issues by constructing a check sheet, a histogram, and a
pareto diagram. What do these tools reveal about the quality situation?
b. To further understand the scenario, and provide a framework for improving quality,
construct an affinity diagram and an interrelationship diagraph. Provide a paragraph
giving your analysis of the problem based on these tools.
c. Include four (4) more quality tools of your choosing to help you further analyze the
results.
Part IV:
Once you have sorted out the data, identify which are problems of product, and which are
problems of process
Part V:
IMPROVE AND CONTROL
a. Based on your analysis, which product problems will you address first? How did you
come to this conclusion? How will you address the problems? What controls will you
suggest to sustain the improvement?
b. Which process problems will you address first? How did you come to this conclusion?
How will you address these? What controls will you suggest to sustain the improvement?
Day 1, Monday
Defective product
shape
Damaged package
Flavor stock-out
Defective product
shape
Damaged package
Inaccurate label
Mixed product
Flavor stock-out
Shaping equipment
failure
Damaged package
Inaccurate label
Mixed product
Day 2, Tuesday
Defective product
shape
Defective product
color
Damaged package
Mixing station
failure
Mixed product
Mixed product
Shaping equipment
failure
Color stock-out
Mixing station
failure
Shaping equipment
failure
Defective product
color
Damaged package
Inaccurate label
Mixed product
Sugar stock-out
Flavor stock-out
Color stock-out
Day 3, Wednesday
Color stock-out
Defective product
color
Mixed product
Shaping equipment
failure
Mixed product
Damaged package
Flavor stock-out
Color stock-out
Mixed product
Shaping equipment
failure
Day 4, Thursday
Shaping equipment
failure
Damaged package
Damaged package
Inaccurate label
Defective product
shape
Defective product
color
Damaged package
Mixed product
Shaping equipment
failure
Day 5, Friday
Damaged package
Defective product
color
Shaping equipment
failure
Damaged package
Mixed product
Defective product
shape
Shaping equipment
failure
Mixed product
Mixed product
Day 6, Monday
Damaged package
Shaping equipment
failure
Defective product
color
Mixed product
Inaccurate label
Contaminated
product
Mixed product
Shaping equipment
failure
Mixed product
Day 7, Tuesday
Color stock-out
Defective product
shape
Defective product
color
Damaged package
Mixed product
Mixed product
Day 8,
Wednesday
Defective product
shape
Mixed product
Mixing station
failure
Mixed product
Day 9, Thursday
Shaping equipment
failure
Defective product
color
Mixing station
failure
Inaccurate label
Mixed product
Damaged package
Mixed product
Day 10, Friday
Damaged package
Shaping equipment
failure
Mixed product
Inaccurate label
Mixed product
Damaged package
Shaping equipment
failure
Color stock-out
Mixed product
Day 11, Monday
Shaping equipment
failure
Defective product
color
Mixed product
Color stock-out
Mixed product
Sugar stock-out
Defective product
shape
Shaping equipment
failure
Mixing station
failure
Mixed product
Day 12, Tuesday
Defective product
shape
Defective product
color
Damaged package
Mixing station
failure
Mixed product
Shaping equipment
failure
Flavor stock-out
Defective product
shape
Mixed product
Damaged package
Inaccurate label
Mixed product
Shaping equipment
failure
Damaged package
Day 13,
Wednesday
Defective product
shape
Defective product
color
Damaged package
Defective product
shape
Sugar stock-out
Mixed product
Shaping equipment failure
Flavor stock-out
Color stock-out
Mixed product
Shaping equipment failure
Day 14, Thursday
Defective product shape
Damaged package
Damaged package
Inaccurate label
Contaminated product
Mixed product
Sugar stock-out
Defective product color
Damaged package
Flavor stock-out
Mixed product
Defective product color
Mixing station failure
Mixing station failure
Defective product shape
Defective product shape
Day 15, Friday
Shaping equipment failure
Defective product color
Damaged package
Inaccurate label
Defective product shape
Mixed product
Flavor stock-out
Color stock-out
Color stock-out
Shaping equipment failure
Defective product color
Mixed product
Color stock-out
Defective product color
Damaged package
Shaping equipment failure
