Fall 2022 MGMT 3370 21 Operations Management

Learning Goal: I’m working on a management writing question and need an explanation and answer to help me learn.

The objective of the assignment is for you to identify the cost of quality associated with product or service failures and the operational decision areas that contributed to the failure. Your research can start with you. Identify a recent product or service failure you experienced directly or recently heard about in the news. Research the company that provided the failure regarding the mission of the organization and/or statements regarding quality.

1) Summarize the event and then explain at least two of the cost of quality areas referred to in the text book that applies to your experience.

2) Describe at least two operational decision areas that contributed to the failure. Refer to the 10 decision areas outlined in the textbook.

3) What does the organization describes as its mission regarding quality? This links back to the strategy of the organization. Would you conclude that the organization operates within its stated mission regarding quality? If there is no statement of quality, state that in your report and share how you think the lack of a statment impacts the culture of the organization that may have contributed to the failure you experienced.

4) Describe actions you took to address the failure or your reactions. Did you contact the organization, share your expereince with others? Did you obtain a satisfactory resolution? Alternatively, if the failure you describe is not your personal, direct experience, describe actions that were taken by the organization to address the service failure. How do you believe customers’ reacted to the failure or corrections the organization made.

You may use the internet, newspaper, magazines or any other source of your choice. Site your sources for your research according to the APA format. Your documentation should be no more than one page. Absolute maximum is two pages.

Below is a link to an article about Tesla’s recall as an example of the significant cost associated with recalls.

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