CASE 750W MICROWAVE OVEN. COMPULSORY In your new roleas quality manager of the high-tech unit of a large nationalcompany, you identify a problem which is typified by the twointernal memos shown below. MEMO 1 From: Marketing Manager To:Managing Director Cc: Production Director Works Manager Date: 4thJanuary 2020 We have recently carried out a customer survey toexamine how well we are doing in the market. Regarding our productrange, the reactions were generally good, but the 750 W microwaveoven is a problem. Without exception everyone we interviewed saidthat its quality is not good enough and could potentially behazardous. Although it is not yet apparent, we will inevitably loseour market share to our rivals if we do not swiftly address thisissue. Also, we will not want our customers to report these issuesto the Ghana Standards Authority (GSA), as we are aware of thegrave implications, given they have emphasized the possibility ofbodily harm using our product. As a matter of urgency, therefore,will you please authorize a complete redesign of this product, andthe possibility to recall the product category? MEMO 2 From: WorksManager To: Production Manager Cc: Managing Director MarketingManager Date: 6th January 2020 This really is ridiculous! I haveall the QC records for the past ten years on this product. How canthere be anything seriously wrong with the quality when we only get0.1 per cent rejects at final inspection and less than 0.01 percent returns from customers? REQUIRED Using the case above, kindlyanswer the questions below. It is of utmost importance not toimport any ideas or presumptions other than those expressly statedin the case. While you answer these questions, be conscious of theweight allocated to each question. Brevity is advised!
1. Discuss two (2) major quality “fitness†dimension(s) exploredin the case? [5 Marks]
2. Assuming your firm is certified to use the 1SO 9001:2015standard, indicate how the auditable clauses of in yourorganization’s Quality Manual can apply to your case study in aproblem resolution endeavour. [14 Marks]
3. Use a process map hinged on the 4-stage process cycle (PDCA)to resolve the firm’s quality problem. [8 Marks]
4. Show how the firm should handle the nonconforming outputsaccording to ISO 9001:2015? [6 Marks]
