February 13, 2007


The quality, reliability and maintenance’s seminar was start running today. In the morning, SPC exercise more about statistics and six sigma that was not exciting but useful. It tells us that in the real world how to use statistics to measure a process under control and reasonable. The more practical exercise was running in the afternoon, which was related to the quality management.

A case study was provided in the class. Based on the case study, each of group as a consultant of Triangle need to identify the company called GREENWAYS problems firstly and then to make a recommendation that could turn the garage into a quality unit. To give a chance show that Triangle is probable to buy it. The basic situation of the company is that it lacks of organized and leadership resulting in most human factors and quality problems. Follow the file to visit the company; it is really a mass environment for the staffs and customers. Three main problems: system, people and physical environment are not difficult to find but it is complex to identify.

In the reading process, most of our group members can not believe that in the real world the kind of mass business can exist. To identify each problem, we divided three small groups to identify different three problems then put it together.

For people problem, I think that the company lack of vision and leadership excellence influence in order to so many human recourse and factors problems appeared such as the service manager does not do the things right such as he also do mechanical jobs and he do not know what are the exactly responsibilities for the department and the company. Also most staffs are only work to satisfy the boss but not care customer service. The morale of the staff is the clearest and biggest problem for the company.

Physical environment and system issue also are vital for the company. But most of them are caused by the people problems, which are been identified below. If the company has a good management and leadership excellence, their managers will do the things right and staffs will happy to do a job appropriately. For example, staffs will not allow smoke in the workplace and ignorer customers and take a long talking. The whole atmosphere of the company will be a huge change in a not far future. All of those system, people and physical environment problems will be solved soon and completely.

Therefore, in the solution steps, we recommend that in the first weeks the company need dealing with the most of the problems of the company such as to training manager, create a clear vision and tidy up the shop. Training people in the first stage is extremely significant because it would build a new skilled management team for the company. On the other hand, the institute leadership also is important so that the owner Alan could lead people to influence them excellence. Our team firstly made the point in the first few weeks but after considered that we have moved it into the second step. The time is not a limit but we do need rethink when is the best time for the things to make happen and to make sure not miss the best chance. Thus, maybe in the first few weeks we have enough time to make the things happen and it will be sure early better than late. The organization??s structure need to rebuild.

Another point like policy deployment was mentioned in the solution in the after two months, which is also match the right answer. But how to deploy is a big issue for the company. What ever the company will do if cannot carry out these policies to make management team and staffs do understand company??s performance and changes. It cannot make any quality effort in the future.

The missed point is that our team did not mention the phone ring within 4 times. It is related to the management and customer service issue.

After six months, it needs to focus on customer’s satisfaction, marketing and sales performance. Our teams more focused on layout, changes, marketing and appraisal performance. If the company has an improvement in the six months, it could continually improve by following the right and better methods in a long term plan. If not, we could make things change and rethinking. Staffs?? performances this kind of information need to collect after appraised so that it could aid management team to make a decision.

Whatever the recommendations are, all of the thinking and activities only can be exist in a profound and long term quality planning based on the company??s situation and conditions. I do believe that people always is one of the first important things in a organization and excellence people with excellence leadership can lead a quality organization in any aspects, which not only for people and system but also for products and service.

ps: I do Appreciate that i have chose the leadrship excellence module as my optional module in last year and those two weeks in EEE really made myself exceed the level I had before. the most important thing now is that with the developing, i do find i can better understand leadership and quality this kind of theories in EBM COURSE and both of them also are vital in a real lworld and it makes my life easy. ^

in the afternoon after less than 2hours preparetion, i did the part of the presentation , compared with another some presetations in EEE, I am confidence to do and not nervous in the speech. not brilliant but fluent and without any reading things in more than 3 mins^ most of the thinking and ideas were spoken out. ^ but need beware the speak speed this kind of things^

I do enjoy the whole LEARNING process.


Thank you Paul and all people who kind to helped and help me ^


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