Quality Management

QUALITY MANAGEMENT ASSIGNMENT

(DMG 0113)

DEEPEN A/L REVINDRAN

012014050670

Table of Contents

Introduction

Quality management is the assembly and management of all activities aimed at the production of quality by organisations of various kinds. In the present case this implies the introduction and proper running of a quality system in laboratories. A statement of objectives and policy to produce quality should be made for the organisation or department concerned (by the institute’s directorate). This statement also identifies the internal organisation and responsibilities for the effective operation of the Quality System.

The act of overseeing all activities and tasks needed to maintain a desired level of excellence. This includes creating and implementing quality planning and assurance, as well as quality control and quality improvements. It is also referred to as total quality management (TQM).

Quality management can be considered a somewhat wider interpretation of the concept of ‘Good Laboratory Practice’ (GLP). Therefore, inevitably the basics of the present Guidelines largely coincide with those of GLP.

Content

1. According to the Melissa’s case, her supervisor told her not to rush callers and she has to complete at least 5 calls per hour because of the volume of calls that typically comes in and the limited staff available. It means that she can only have maximum 12 minutes for each call to success. Maximum 12 minutes per call defeats the purpose of not rushing the caller. In addition she cannot always find the information that she needs in the database which it might take more than 12 minutes to find correct answers. So I think she does not have sufficient time to complete each call since she has to not rushing the caller. That’s why it is normal for her to be stressed whenever she is told to “speed it up”. My opinion Deming might say about this situation is that it is time to bring the company up-to-date with sufficient technology and...