Quality Management Assignment 2

BANKING ACADEMY, HANOI
BTEC HND IN BUSINESS (FINANCE)
ASSIGNMENT COVER SHEET
NAME OF STUDENT
REGISTRATION NO.
UNIT TITLE
ASSIGNMENT TITLE
ASSIGNMENT NO
NAME OF ASSESSOR
SUBMISSION DEADLINE

Trần Vân Anh - Anh
F04-022
Unit 42: Quality Management
Mozilla Evaluation
1 of 2 (Individual Report)
Mr. John Andre
9th May 2012

I, __ Trần Vân Anh - Anh ___ hereby confirm that this assignment is my own work and not
copied or plagiarized from any source. I have referenced the sources from which
information is obtained by me for this assignment.

________________________________

________ ____

Signature

Date

FOR OFFICIAL USE
Assignment Received By:

Date:

1|Page


Unit Outcomes
Outcome

Examine the
concept of
quality
management
in a
business
and services
context
(1)

Investigate
four different
quality
management
schemes
appropriate
to
commercial
operations

(2)

Evidence for
the
criteria

Feedback

Assessor’
s decision

Define quality
in terms of
businesses
and services
provision

a

Define quality
in terms of
customer
satisfaction

b

Explain how
quality
management
can be

measured

c

Describe the
rationale
underpinning
four quality
schemes
commonly
adopted by
commercial
operations

a

Identify the
main
similarities and
differences
between four
quality
management
systems

b

Explain the
importance of
communication

and record
keeping in
quality
schemes

c

Merit grades awarded

M1

M2

Internal
Verification

M3

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Outcome

Evidence for
the
criteria

Assessor’
s decision

Feedback

Distinction grades awarded

D1

D2

Internal
Verification

D3

Comments by Assessor - Common Skills
A

B

C

D

E

F

G

Assignment
( ) Well-structured; Reference is done properly / should be done (if any)

Overall, you’ve
Areas for improvement:

ASSESSOR SIGNATURE

DATE

/

/

NAME:...............................................................................
(Oral feedback was also provided)
STUDENT SIGNATURE

DATE

/

/

NAME :..............................................................................
FOR INTERNAL USE ONLY
VERIFIED
YES
NO
DATE
: .................................................................
VERIFIED BY : .................................................................
NAME

: .................................................................
COMMON SKILLS & COMPETENCIES ASSESSED (indicated by X)
A. MANAGING & DEVELOPING SELF
1. Managing own roles & responsibilities
2. Manage own time in achieving objectives
3. Undertakes personal and career development
4. Transfer skills gained to new/changing
situations
& contexts
B.
WORKING
WITH & RELATING TO
OTHERS
5. Treat others beliefs and opinions with respect
6. Relate & interact effectively with individuals
&
7. groups
Work effectively as a team member
C. COMMUNICATING
8. Receive and respond to a variety of
information
9. Present information in a variety of visual
forms

D. MANAGING TASKS & SOLVING
12. Use information sources
13. Deal with a combination of routine & nonroutine
tasks& solve routine & non-routine
14. Identify
problems

E. APPLYING NUMERACY
15. Applying numerical skills and techniques

X

F. APPLYING TECHNOLOGY
16. Use a range of technological equipment
and systems
G. APPLYING DESIGN AND CREATIVITY

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X
X


10. Communicate in writing

X

11. Participate in oral & no-verbal
communication

18. Use a range of thought processes

Title Page
QUALITY MANAGEMENT
Mozilla Case Study
Transmitted to: Mr. John Andre

Prepared for:
Mr. John Andre (Lecturer)
Unit 42: Quality Management
Banking Academy, Hanoi
BTEC HND in Business (Finance)

Prepared by:

Trần Vân Anh – Anh
F04-022

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9th May 2012

Table of contents

Introduction
This report was written about Quality Management subject in BTEC. In this subject,
the researcher learn about how to define quality in term of organization and customer’s
satisfaction, how to measure the quality and improve them. Depend on 4 quality schemes:
TQM, ISO 9000, Six Sigma, the researcher find the way to manage quality and improve the
product by analysis applies for Mozilla case study. The researcher is a new appointed Quality
Director of Mozilla Foundation and the CEO claims a report pertaining to quality systems
and give options as to which systems the company might choose to implement (Scenario).
This report includes 6 outcomes have to complete.

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•

Define quality in terms of the business, services provision, and customer satisfaction
in the context of industry relating to the businesses of Mozilla.( 1a, 1b )

•

Explain how the organization should measure its quality management. (1 c)

•

Describe the rationale underpinning four quality schemes commonly adopted by
commercial operations appropriate for Mozilla. ( 2 a)

•

Identify the main similarities and differences between four quality management
systems. (2 b)

•

Explain the importance of communication and record keeping in quality schemes for
Mozilla. (2c)

Main body
1. Examine the concept of quality management in a
business and services context
1.1

Define quality in terms of businesses and services provision (1a)

Quality can be defined by many ways. In terms of businesses and services provision, a
company or organization start the business, firstly they care about the profit they can take,
money they can make from business operation. One principle to make the company to
develop and make more money is quality. The organization with high quality products/
services always creates the stable position in the market. Quality can be defined as the
ability to achieve target operational goals. (kioskea.net, n.d.). The main target of a
company in business is satisfying their customer. Because the customer feels more satisfy
with the company’s products/ services, it means more profits they can get. Therefore,
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during the process of creating new products or services, the company always concentrates
on improve quality to satisfy their customer. In other ways, quality can be measured by
customer’s satisfaction. For example: customer feels comfortable when using their
company products it means the quality of these product is good enough. If they are not
satisfied, it proves that the quality of the product is bad and really need to improve. The
quality of products meet customer demand or over customer’s satisfaction, the company
can gain amount of loyalty customers and take a stable benefit for company while attract
more new potential customer.
Apply in Mozilla case study, this company produce software using Internet (Firefox,
Thunderbird). Their customer who uses Mozilla Firefox has a comparison among Firefox
and other competitors like Google Chrome or Microsoft Internet Explorer. Mozilla must
shows the advantage of product’ quality to attract customer and extend the market share.
Mozilla can take many strategies and plan to achieve the target in business. More targets
they achieve it means higher product’s quality they possess.
Every company need measure quality of their product/ services frequently to satisfy
their customer. They will have many measurements with their product’s quality. In case
scenario, Mozilla use some methods to measure their product’s quality. This company has

various update versions for Firefox and to make sure every update release suitable with
Firefox, Mozilla uses Bugzilla to find the errors and keep records. Moreover, the company
can measure the quality by using Statistical process control (SPC) “Using objective
measurements over subjective feelings to continually improve processes in order to
improve quality and eliminated waste” (BPP Professional Education, 2004). This tool
helps Mozilla to measure and improve the quality of their product. Or they can use
benchmarking to compare and improve their quality.
There are many points show that the customers see and measure quality is different
with the company see and measure quality. The company measure quality with main
purpose: increase the profits; make more money by gain more customers. Therefore the
quality must satisfy customer. Customer sees the quality of a company by the process of
using products from this company and compare with other competitors and make their
choice. The quality can measured by customer follow the trend, advantage and
disadvantage of products.

1.2 Define quality in terms of customer satisfaction (1b)
Many companies approach customer satisfaction in a narrow way by confining quality
considerations to the product alone. Whereas, service connected with the product are
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frequently over looked, such as packaging, timely and accurate shipping and ability to meet
deadline matters. Customer defines quality in terms of their overall experience with the
company. (wordpress.com, n.d.)
The quality was defined by customer during the process they use the products or
services of a company. At the beginning, they were attracted by the products and services.
After that, they make decision to buy or use this products or services. The quality of
products/ services decides how long the customer uses these products. Moreover, it helps
company gains more customer when loyalty customer present their products for them. The
quality of products is good can make customer trust and keep using these. Their customer’s

experience is an important factor when a company has strategy to attract them. Customer
use the product and then they compare with other products from other company and take
the comment what is better. The company need impress their customer by marketing
strategy and the most important is their product’s quality. They need improve the quality of
product.
The customer can measure the quality of product/ services by many factors. The main
purpose of a company is satisfying their customer. Quality, price, company’s image are the
factors effected to the decision of customer and influence directly with the development of
a company. They compare 3 factors with other company. The quality need satisfy the
customer, the product must be good in design, durable using and has enough features which
appropriate with many kind of customer. The price of product need suitable with the market
and appraise right with real value. The price war among competitor are usually beneficial
for customers. Company always makes the lowest price as much as possible. For example:
with the same product and the quality is in the same level. The factor customer care the
most is the price. They make decision to choose the best product with the comfortable
price. The next factor is Company’ image: it influence that customer think about the
company and their trust with company make them can buy product or use service of this
company. Big company usually has more advantage competitive than small companies.
Customer sees and measures quality of a product or a service by the way different
with a company sees and measures it. The customer sees and measures by their experience
when they use product of company. During the process of using these, customer find the
errors, mistakes or weak point of these products/services and feedback to the company.
They measure quality by compare with other products from other company and feel about
the products they use at the moment was satisfy them or not, these product can make them
deserve to pay or not. While company see and measure quality by the amount of customer
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using their products/ services. More customers mean more profit they can get. It also means
their product’s quality is satisfy the customer.

1.3 Explain how the organization should measure its quality
management (1c)
Quality is something customers crave and businesses pursue. The true challenge
is defining what quality means to the organization. Once quality is defined, managers
must work to identify those processes that need to be improved, improve them and then
monitor the progress. There is several tools managers use to measure quality.
(Taylor, n.d.)
They include many tools such as Statistical Process Control Charts (SPC);
Flowchart; Pareto Charts; Balanced Score Card and Employees. In this case scenario,
I used SPC to analyze data and measure quality of Mozilla Firefox.
Statistical Process Control Charts:
Statistical process control (SPC) charts are a tool used in Six Sigma. Six
Sigma is a quality program that seeks to minimize defects in a product or process.
Process control charts allow for variations within a process. Then, use process flow
charts to understand where the special cause occurs in the process.
(ehow.com, n.d.)

(genk.vn, n.d.)

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From 2008 to 2012, Mozilla Firefox always in top 3 most popular browsers in the
world. But while Microsoft Internet Explorer still keep the main market share because
there are many computer in the world use Microsoft Window Operation System integrate
Internet Explorer as default browser. And another main competitor: Google Chrome
develops everyday and overcome Firefox in the market. Obviously, the business strategy
of Mozilla did not effectively and makes Firefox lose their position in the market. By
analyze chart above. The manager can recognize the time Mozilla Firefox begin decrease

the market share. It is the beginning of the year 2011. Therefore they must concentrate
on this and analyze what make Firefox decrease. And they will find out that Firefox
update many update versions. Variation is evil and it make customer difficult to approach
Firefox. Other potential customers did not notice Firefox anymore. Moreover, at that
time, Google Chrome has an independent browser and cut down the contract with
Mozilla Firefox. Because Firefox is free browser and the main profit come from Google
search bar so the market share of Firefox loss and Chrome increase if Firefox do not
have permission of Google. They need another strategy to operation.
These tool scan help the manager of a company measure the improvement of quality
product. With case study Mozilla collect data, figure about the annual revenue, the
market share, liability compare with other competitors to measure the efforts in
managing quality. They can find out the situation of the company by: If the benefit gains
and the position in market maintain or level up, it means Mozilla in effectively way of
managing quality and their business strategy is suitable with the trend nowadays. If they
lose the market share, the manager should provide new plans, projects and strategy to
develop the company.

2. Investigate four different quality management schemes
appropriate to commercial operations
2.1 Describe the rationale underpinning four quality schemes
commonly adopted by commercial operations (2a)
TQM is the continuous process of reducing or eliminating errors in manufacturing,
streamlining supply chain management, improving the customer experience and ensuring that
employees are up-to-speed with their training. Total quality management aims to hold all
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parties involved in the production process as accountable for the overall quality of the final
product or service. (investopedia.com, n.d.)
Six Sigma is a management philosophy developed by Motorola that emphasizes setting

extremely high objectives, collecting data, and analyzing results to a fine degree as a way to
reduce defects in products and services. (techtarget.com, n.d.)
ISO, founded in 1947, is a worldwide federation of national standards bodies from
some 100 countries, with one standards body representing each member country. The
American National Standards Institute (ANSI), for example, represents the United States.
Member organizations collaborate in the development and promotion of international
standards. Among the standards the ISO fosters is Open Systems Interconnection (OSI), a
universal reference model for communication protocols. (Rouse, n.d.)
Lean is a systematic approach to the identification and elimination of waste and nonvalue added activities through employee development and continuous improvement in all
products and services. (leansystemsinc.com, n.d.)
If the company applies these four schemes effectively, it will help the company to
improve their profit. Because it based on the number and data in the fact, so that the company
can based on that to improve their product quality to meet the customer satisfaction.
Customer demand nowadays is very important with the company because it effect directly
with the profit. In fact, customer at the present has many options when they want to buy a
type of product because there are many companies sale the same type of the product. They
will buy the products have higher quality and lower price. So that’s, if the company use these
four quality schemes effectively, it will help the company increase the product quality. Based
on that’s the company can have the advantage with other companies.

2.2 Identify the main similarities and differences between four
quality management systems (2b)


Similarities among 4 quality management systems:
There are four main similarities among TQM, Lean, Six Sigma and ISO 9000
They are:
1. Focus on customers
2. Continuous improvement
3. Leadership from the top

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4. Focus on quality
First of all, “focus on customers” is the main principle of 4 quality schemes.
Customers decide the success of a company. More customers it means more profits the
company can get. Each quality schemes was used for measure and improve the quality.
Depend on the customer’s satisfaction, their demand, quality schemes can be applied
and focus on satisfy the customer by eliminates wastes, define errors and fix these.
Secondly, continuous improvement is one of the processes with every scheme. TQM,
Lean, Six Sigma and ISO were created to help organizations improve quality and they
keep continuous improvement to make the company continue develop. Every scheme
can take mistakes during the process of development. Therefore, continuous
improvement also helps the company immediately find the errors and solve. Thirdly,
leadership from the top is similar among 4 schemes. All of them need one direction
from the leader to ensure that every steps under control and the ideas has united for
example: mission, vision, and objectives need approval by the leader from top. After
that, every sector can work in the right way (avoid misunderstanding, overlapping).
Finally all of them focus on quality. Definitely, quality schemes focus on quality. By
concentrate on improving the quality, quality schemes help manager control the
business, expand the market share and make more money.
Differences


among 4 quality management systems

Six-sigma vs. Lean: Lean, itself, focuses on speed. It emphasizes reducing the amount of
time between activities, events, and cycles. The Six Sigma methodology is a quality tool
that emphasizes reducing the number of errors in a process. It focuses on identifying
variation in the types of data inputs. (ultimus.com, n.d.) If the six-sigma has quickly

completed the process of analysis data to reduce the number of errors, it may be taking
another mistake. While Lean just does this fast with the purpose: eliminate wastes.



Six-sigma vs. TQM: TQM was invented well before Six Sigma, and as such, Six Sigma
broadly inherited many of TQM’s principles. The focus of TQM is general improvement
using collaborative and cultural approach to a problem, while Six Sigma is more
statistical and data driven. TQM emphasizes increased performance levels; Six Sigma
stresses acceptance requirements and minimum standards. (Differentbetween.com, n.d.)



Six-sigma vs. ISO 9000: ISO 9000 focuses on process management through the use of
rigorous international manufacturing benchmarks and requirements. Six Sigma is a
business management strategy that strives to improve the quality of process outputs.
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(ehow.com, n.d.) They difference from objectives, methodology and certificate. To sum
up, ISO 9000 care much about documentation and standard to measure and improve the
quality while six-sigma use data analysis to compare and find the way to improve.


TQM vs. Lean: While Lean focuses speed, upon, metrics, and reducing variation, wastes,
TQM focuses on the long haul of quality improvement. (brighthubpm.com, n.d.). We
recognize that TQM care about all the process of improve quality and need a plan to do
this. Lean takes every steps short to eliminate waste, reduce time.



TQM / ISO 9000: There are many differences between TQM and ISO 9000. But in
general, TQM has effort to improve quality and care less about the standard or
documentation. ISO 9000 set up the standard of quality to make every products follow
and maintain it. ISO also focus on documentation and usually enforce by the leadership.
In case study of Mozilla, they should use Six-Sigma. Six-sigma gather various tools to

measure quality and quickly improve the quality. It helps company to fix the problems at the
moment. For example: Mozilla Firefox has many update release every months. It makes an
amount of customer feel uncomfortable with update without any improvement between
update versions. Six-sigma can reduce variation (variation is evil) and make Firefox up to
date but decrease update packs. One feature of six-sigma is predict the realizable of a projects
by analyzing data and measurement tools with DMPO (Defect Per Million Opportunities),
SPC.

2.3 Explain the importance of communication and record keeping
in quality schemes (2c)
Communication is a process of transferring information from one entity to another.
(people-communicating.com, n.d.)
Record keeping is a systematic procedure by which the records of an organization are
created, captured, maintained, and disposed of. This system also ensures their preservation
for

evidential

purposes, accurate and

efficient

updating,

timely availability,

and control of access to them only by authorized personnel. (businessdictionary.com, n.d.)
Communication and record keeping is very important for the company, it’s a key to
help the company to get successful.
Record keeping has an importance role in the company. Good record keeping will
help the manager of the company to monitor the progress of your business, prepare your
financial statements, identify source of receipts, keep track of deductible expenses, prepare
your tax returns, and support items reported on tax returns. Record can show the
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improvement of the company, the manager can based on the record to known what have to
change or improve. In the financial, the record keeping can also help the manager of the
company to know the incomes, liabilities and the asset of the company each month, quarter or
year. Based on the real data and number, the company can make their financial statement to
help in dealing with the bank and also manage in the company system. Furthermore, by
record all the number and data which are related to the income, expense and credit, the record
also support item reported on tax returns. The record keeping also reminds the manager if
they forget something such as expense or revenue of the company each month. (iris.gov, n.d.)
Communication has an importance role in the company. In the company, the manager
can communicate with their employee to express thoughts, ideas and feelings. Communicate
with other is not just face to face, there are many way to help the manager to communicate
with their employees such as phone, fax, email, letter, website, instant message software’s,
social networking websites (face book, twitter, MySpace) and etc… These techniques will
help the company communicate with their representation office around the world in the short
period of time. It ensures entire of the organization can understand the new goal or vision and
each representation office can join to communicate to help the company to improve their
brands. (marketingdeviant.com, n.d.)

If the manager of the company not communicate with their employees or
communicate not done properly, it will make a consequent. The manager can’t understand
their employees and the employees can understand their manager. So that, they can complete
their work but less well.

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Conclusion

The main purpose of quality management in business is making more profit by
improve the quality. Assignment 1 applied many theories, instructions of using tools in
quality schemes and find out the way to improve the quality of product and management.

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References
BPP Professional Education(2004) , Unit 42
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