Embarking on TQM at Maestro Motors (Scenario)Hector glanced at ...

[ericka1]

Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.


First thing the next morning Hector called a meeting with his two mechanics and Juan, the office manager and explained that he was embarking on a new initiative to make the garage more profitable and successful. He explained to his staff that when it came to customer service, either in the car repairs, or in the office procedures, "very good" was not good enough and things that could be improved, from now on would be improved. This was Hector's first step towards ________.
◦ measuring the work of every employee
◦ implementing an open system
◦ concern for continual improvement
◦ unity of direction
◦ empowerment of employees

[Fayaz00962]

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[BrownTown3]

Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.


When the mechanics returned to work, Hector took Juan aside and explained that they needed to set some rules about making sure that whatever else was going on either in the office or the garage, everyone understood that the customer came first. He directed Juan to use his own initiative and ideas to make the customer feel important. Hector was ________ Juan to improve the customer service process.
◦ delegating to
◦ proposing changes to
◦ assigning new task to
◦ empowering
◦ ordering

[memslove]

empowering

[dejastew]

Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.


As the employees focused on their own work, Hector sat down in the office and drafted flow charts on the work of the mechanics from the moment a car was brought in to when they handed the keys back to the customer. He would later verify with the mechanics to make sure to he had the ________ correctly identified. This was necessary in order to find out exactly where the problems might occur.
◦ work outcomes
◦ customer problems
◦ daily assignments
◦ job responsibilities
◦ work processes

[Sarahjh]

work processes

[D2AR0N]

Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.


Next day Hector asked Juan to start keeping detailed records of every customer phone call. This way he hoped to identify how many calls were for making appointments and how many were for complaints about the work done and what were the complaints about. In order to improve the quality of the customer service he knew he had to be able to ________ all parts of the operation.
◦ accurately measure
◦ evaluate work done in
◦ analyze in detail
◦ pinpoint the faults in
◦ delegate work to cover

[allisonblackmore]

accurately measure

[SGallaher96]

Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.


In further examining the concept of total quality management, Hector quickly realized that it was not enough to measure all the variables in the operations; he also had to establish ________ which would eventually tell him if the work was improving.
◦ new processes in taking on new work
◦ standards against which to measure work
◦ evaluation techniques of employees' work
◦ new job descriptions for all employees
◦ rules about how customers were handled

[Meganchabluk]

standards against which to measure work