Question

Assignment 2 (Individual) Individual Assignment 2- Quality Engineering QUE51BN Due date: At the end of week 8 (the exact date will be communicated) Today's customers are intelligent enough to recognise quality issues that organisations face. Therefore the firm that does not take heed of its customers is in for a rude awakening or at worst a quick demise. This is why an understanding of quality is still vital to every employee in every firm. According to Joseph Juran, the most respected leader of quality in the 1900, the twenty-first century should be designated the century of quality. To quote his words he says, "We have made dependence on the quality of our technology a part of life." As we persevere in the new millennium, quality management is no longer seen as an option but as the only option for firms and business leaders seeking to enhance the performance of their organisations. Thus, "quality will have to be everywhere, integrated into all aspects of a wining organisation." (Tom Engibous COE and President of Texas Instruments) Task Identify an organisation of your choice and discuss the following aspects related to the organisation you have chosen. You are free to visit the organisation, where possible, in Jorder to gather the data: 1. Discuss how the organisation uses the dimensions of quality to produce a product on service that meets customers' needs. (10 marks) 2. Elaborate on how the 3 spheres of quality is used in the organisation to meticulously manage quality. (10 marks) 3. Referring to the theories of Deming, Juran or Crosby, (choose any one), discuss the management principles adopted by the organisation to ensure it is competitive. (10 marks) 4. Using the internal environmental analysis process, discuss how the organisation performs a self-assessment. (10 marks) 15. Discuss the costs of quality and how they are used to manage quality in the organisation. (10 marks) -6. Discuss how the organisation deals with customers by referring to the components of customer relationship management. (10 marks) 17. By referring to the SERVQUAL model (gap analysis), discuss how the organisation ensures that customer needs are met. (10 marks) 8. Use Porter's value chain activities and discuss how the organisation reduces costs an identifies sources of competitiveness. (10 marks) Using Hersey and Blanchard's situational leadership model, explain how th organisation manages the relationship between management and workers so th (10 marks) workers are motivated to give off their best at all times. 110. Use the quality system model and show how the organisation skilfully implemer tools, philosophies and techniques in order to improve performance. (10 marks) Total marks = 100

Answer 1

Quality engineering is the discipline of engineering concerned with the principles and practice of product and service quality assurance and control. In the software development, it is the management, development, operation and maintenance of IT systems and enterprise architectures with a high quality standard.

Quality engineering is the discipline of engineering that creates and implements strategies for quality assurance in product development and production as well as software development.[5]

Quality Engineers focus on optimizing product quality which W. Edwards Deming defined as ratio of Results of work efforts to the Total costs...

Quality engineering body of knowledge includes:

• Management and leadership
• The quality system
• Elements of a quality system
• Product and process design
• Classification of quality characteristics
• Design inputs and review
• Design verification
• Reliability and maintainability
• Product and process control
• Continuous improvement
• Quality control tools
• Quality management and planning tools
• Continuous improvement techniques
• Corrective action
• Preventive action
• Statistical process control (SPC)
• Risk management

Auditor: Quality engineers may be responsible for auditing their own companies or their suppliers for compliance to international quality standards such as ISO9000 and AS9100. They may also be independent auditors under an auditing body.

Process quality: Quality engineers may be tasked with value stream mapping and statistical process control to determine if a process is likely to produce defective product. They may create inspection plans and criteria to ensure defective parts are detected prior to completion.

Supplier quality: Quality engineers may be responsible for auditing suppliers or performing root cause and corrective action at their facility or overseeing such activity to prevent the delivery of defective product.

Software & Systems Engineering Product Management IT Management Quality Engineering Operation System

Quality Objectives:-

Quality objectives describe basic requirements for software quality. In quality engineering they often address the quality attributes of availability, security, safety, reliability and performance. With the help of quality models like ISO/IEC 25000 and methods like the Goal Question Metricapproach it is possible to attribute metrics to quality objectives. This allows measuring the degree of attainment of quality objectives. This is a key component of the quality engineering process and, at the same time, is a prerequisite for its continuous monitoring and control. To ensure effective and efficient measuring of quality objectives the integration of core numbers, which were identified manually (e.g. by expert estimates or reviews), and automatically identified metrics (e.g. by statistical analysis of source codes or automated regression tests) as a basis for decision-making is favourable.

The quality engineering process comprises all tasks carried out manually and in a (semi-)automated way to identify, fulfil and measure any quality features in a chosen context. The process is a highly collaborative one in the sense that it requires interaction of actors, widely acting independently from each other.

The quality engineering process has to integrate any existing sub-processes that may comprise highly structured processes such as IT service management and processes with limited structure such as agile software development. Another important aspect is change-driven procedure, where change events, such as changed requirements are dealt with in the local context of information and actors affected by such change. A pre-requisite for this is methods and tools, which support change propagation and change handling.

The objective of an efficient quality engineering process is the coordination of automated and manual quality assurancetasks. Code review or elicitation of quality objectives are examples of manual tasks, while regression tests and the collection of code metrics are examples for automatically performed tasks. The quality engineering process (or its sub-processes) can be supported by tools such as ticketing systems or security management tools.

Quality Engineering