1.  Organisation Specific
1.某個特殊組織OR或者
 
2.  Case Study (Alternative)案例分析（二選一）

M. J. Davidson – Module Tutor
 
Masters in Business Administration (MBA)

MODULE科目:  Operations Management

MODULE CODE科目代碼: F107766RM

Assignment Titleessay名稱:  Quality Management in an organisation of my choice在我選擇的企業內的質量管理

LEARNING OUTCOMES TESTED IN THIS ASSIGNMENT要檢查的本門功課的學習成果

• Demonstrate their ability for independent study in the field of quality.
 
• Develop their research skills.
 
• Develop the ability to freely exchange and discuss ideas relating to quality management issues.
 
• Apply their newly developed problem solving skills to an organisation or a case study scenario.

• 展示出學生在質量領域獨立研究的能力

• 開發學生的研究技巧

• 開發學生自主就質量管理交流研討的能力

• 把學生新學習的解決問題的技巧應用到企業或一個案例研究的場景中

SITUATION條件

The objective of this assignment is to look at any quality management or quality related process that is being used in an organisation that you are familiar with, your buddy’s place of work or one you have worked for.
此essay的目的是探索在你所熟知的，或你的朋友正在服務的，或者你曾經服務過的企業內，運營管理essay要求是否正在采用任何質量管理或質量相關的進程

STUDENT ACTIVITY學生需要采取的行動

1.  Write a report, of approximately 3000 words in which you explain one, or a combination, of the following
寫一個大約3000字的報告，解釋下面一個或幾個方面的內容:

i.  How can quality and/or quality management strategies be applied to your organisation or your section?
質量和/或質量管理戰略可以如何應用到你所在的企業或部門？
 
ii.  How has quality or quality management strategies been applied to your organisation or section?  Please also give a critical appraisal of this application.
在你所在的企業或部門質量和/或質量管理戰略是如何應用的？請對你們的做法給出評判。
 
iii.  How has ISO 9000 / ISO 14000 been implemented (or in the middle of) in your organisation?
在你所在的企業或部門中ISO 9000 / ISO 14000是如何被執行的？
 
iv.  How can any other operations management associated process be introduced or a critique of one that has been introduced, e.g. M.R.P., J.I.T., Six Sigma, etc.#p#分頁標題#e#
如何引進任何其他的與進程管理相關的運營管理或多已經學過的運營管理方法之一加以評論，例如M.R.P., J.I.T.（即時倉儲）, Six Sigma（六西格瑪）,等

OBJECTIVES目的

The objective of this Operations Management assignment is to enable you to come to terms with, and fully understand, the new quality or quality management concepts that are being used in global organisations today and the ways they can be applied and evaluated in a variety of enterprises.
運營管理essay的目的是使學生熟悉并充分理解如今在全球企業正在使用的新的質量或質量管理概念，以及這些概念在各種不同企業應用的方式和評價。

ADVICE建議

1.  Please make certain that you do not reproduce a huge volume of theory; you need to produce a balance of course concepts and application. 
請確認你不是在復制一大堆理論；你需要權衡運用哪些概念及其應用。
 
2.  Format: Can I suggest the following format as an example
格式：建議使用下面是否的格式:

• Title page (with student number).
• Summary: this gives the reader an idea of whether they want to read the report or not.  This should contain some brief recommendations (outcomes) of the report.
• Contents page: to state number, item and page number
• 1.0: Introduction: this sets the scene by saying who you are, what you do, what is the organisation and the organisation structure (chart).
• 2.0: Problem Identification: it is usual now to identify the problems in the organisation and analyse these via a diagram (fishbone).
• 3.0: Quality, Quality Management or Similar Quality Process: bring into the discussion the course concepts relating to the area of study.
• 4.0: Investigation: here you could put in some research, e.g. via perhaps a small questionnaire or structured interviews (evidence).
• 5.0:  Analysis of results: in this you can use pie charts, bar charts, graphs etc. plus discussion.
• Conclusions: should naturally flow from the above.
• Recommendations: this should be an action plan, in point form, with time scales.
• Reference: for the reference you use in your report it is essential that you use “Harvard” referencing as this is University of Wales, Newport and Newport Business School adopted standard.
• 題目封頁（注明學號）
• 摘要：讓閱讀者可以清楚是否想讀這份報告。這部分應該包含你的報告提出的一些簡要建議（報告結果）。
• 內容：要標明號碼、項目、和頁碼。
• 1.0： 簡介： 設置場景闡明你是誰，你做什么，以及研究的組織和組織結構（圖）是什么。
• 2.0：識別問題：現在通常用關系圖 （魚骨圖）確定該組織中存在的問題并加以分析。#p#分頁標題#e#
• 3.0：質量、 質量管理或類似的質量進程：結合課程中介紹的相關概念加以討論。
• 4.0：調查：在一些研究中你可以在這個章節加入也許是一個小的調查表或結構化的訪談 （作為證據）。
• 5.0： 分析結果： 在此部分您可以使用餅形圖、 條形圖、 圖形等加以討論。
• 結論： 應自然而然地從上文得出。
• 建議： 應該是一項行動計劃，以要點的形式給出，需要闡明時間范圍。
• 參考：在這部分列出你的報告中使用的引用，這是必不可少的。請您使用"哈佛的"參考標準格式，這也是威爾士大學新港學院和紐波特商業學校采用的標準。

ASSESSMENT CRITERIAessay評估標準

Please note that the University of Wales, Newport Grading System will apply.  The grade for the assignment will generally be a combination of
請注意我們采用的是威爾士大學新港學院的評分體系，essay的評分通常考慮下述方面:

1.  Underpinning knowledge from the course.
2.  The application, or proposed application, of the quality techniques in your organisation. 
3.  The structure and content of the final report submitted.
1。課程的基礎知識。
2。在您的組織的質量技術的具體應用或應用的計劃。
3。最后的提交報告的結構和內容。

To gain a distinction grade (A14 to A16), the report must be in the correct format, contain a summary, have a proper numbering system, etc.  It should explain fully how the concepts of Quality, Quality Assurance, Quality Management, ISO 9000 and/or Just in Time manufacturing, or the process you have chosen, could be applied to the organisation.
要獲得優秀等級 （A14到A16），該報告必須以正確的格式，包含摘要，有適當的編號系統，等等。它應該充分解釋如何概念的質量、 質量保證、 質量管理、 ISO 9000 或只是準時化生產或您已選擇，該進程可適用于該組織。
To gain a pass grade (D5 to B13), the report will have some form of report format, probably missing a summary.  It will have a skeleton of some limited ideas of application.
要獲得及格成績（ D5到B13 ） ，該報告要采用某種形式的報告格式，可能缺少一個摘要。要有基本框架涵蓋一些有局限性的應用思路。

To gain a fail grade (E4/F1 to F3), the report will not have the correct format, i.e. will be a memo or in fact, have no format at all.  There will be a very limited idea of the application to the organisation.
對于一個失敗等級（ E4/F1至F3 ） ，該報告沒有正確的格式，例如，是一個備忘錄，或者事實上，根本沒有格式。對于一個組織中的應用的想法非常有限。

The assignment will form 100% of the overall module grade.#p#分頁標題#e#
essay評分將在上述所有級別中給定。

DUE DATEessay截止日期

This assignment must be submitted normally 6 weeks after the module delivery.本門essay正常情況下必須于授課完成6周內提交。

M. J. DAVIDSON

June 2012

OR或者
 

Masters in Business Administration (MBA)

MODULE科目:   Operations Management運營管理

MODULE CODE代碼:  F107766RM

ASSIGNMENT TITLEessay名稱:  Case Study - Quality Wheelbarrow Company
案例分析-優質獨輪車公司

LEARNING OUTCOMES TESTED IN THIS ASSIGNMENT

• Demonstrate their ability for independent study in the field of quality.
 
• Develop their research skills.
 
• Develop the ability to freely exchange and discuss ideas relating to quality management issues.
 
• Apply their newly developed problem solving skills to an organisation or a case study scenario.

• 展示出學生在質量領域獨立研究的能力

• 開發學生的研究技巧

• 開發學生自主就質量管理交流研討的能力

• 把學生新學習的解決問題的技巧應用到企業或一個案例研究的場景中
• 

STUDENT ACTIVITY學生要采取的行動

From the information given in the case study, write a FORMAL report of approximately 3000 words, in which you answer the following:
寫一個大約3000字的報告，并回答下述問題:
i.  What are the quality problems in the company?
這個企業有哪些質量問題？
ii.  What are the strategies you would recommend to solve these problems?
你建議采取什么戰略來解決這些問題？
iii.  How would you evaluate the outcome of these strategies?
你如何評估這些戰略的結果？

OBJECTIVES目的

The objective of this Operations Management assignment is to enable you to come to terms with, and fully understand, the concepts of Quality Management used in business.
此運營管理essay的目的是使你熟悉并充分理解企業中應用的質量管理的相關概念。

ADVICE建議

1.  Please make certain that you do not reproduce a large volume of theory; it is basic course concepts, problem recognition, solutions and evaluation that are required.
請確認你不是在復制一大堆理論；你需要權衡運用哪些概念及其應用。
 
2.  I have asked you for a Formal Report, can I suggest the following standard:
請采用報告格式，并建議使用下述標準

• Title page.
• Summary: this is a short paragraph illustrating what the report contains, plus outcomes.#p#分頁標題#e#
• Contents page: to state number, item and page number.
• 1.0: Introduction: this sets the scene by saying what is the organisation.
• 2.0: Problems in the company - use diagrams.
• 3.0: Solutions, etc., and any subsequent headings, e.g. Quality, etc.
• 4.0: Evaluation.
• Conclusions: should naturally flow from the above.
• Recommendations: this should be an action plan, in point form, with time scales.
• Reference: for any references you use in the case study, it is essential that you use the “Harvard” referencing as this is the University of Wales, Newport and the Newport Business School adopted standard.
• 題目封頁
• 摘要：用一小段闡明報告包含的內容+報告結果。
• 內容：要標明號碼、項目、和頁碼。
• 1.0： 簡介： 設置場景闡明這個企業是什么。
• 2.0：識別企業的問題：用圖表。
• 3.0：解決方案等，及任何后續題目，例如質量等
• 4.0：評估
• 結論： 應自然而然地從上文得出。
• 建議： 應該是一項行動計劃，以要點的形式給出，需要闡明時間范圍。
• 參考：你的案例分析中使用的任何引用都應列出。請您使用"哈佛的"參考標準格式，這也是威爾士大學新港學院和紐波特商業學校采用的標準。

ASSESSMENT CRITERIAessay評估標準

Please note that the University of Wales, Newport Grading System will apply (see attached).  The grade for the assignment will be a combination of:
請注意我們采用的是威爾士大學新港學院的評分體系，essay的評分通常考慮下述方面:

1.  Relevant course concepts being used.

2.  The problem definitions and solutions to the case study.

3.  The structure and content of the final report submitted.
1. 使用了所學的相關概念
2. 案例研究中識別的問題和提出的解決方案
3. 最終提交報告的結構和內容

To gain a distinction grade (A14 to A16), the report must be in the correct format, contain a summary, have a proper numbering system, etc.  It should explain fully how the concepts, or the process you have chosen, could be applied to the organisation.
要獲得優秀等級 （A14到A16），該報告必須以正確的格式，包含摘要，有適當的編號系統，等等。它應該充分解釋如何概念的質量、 質量保證、 質量管理、 ISO 9000 或只是準時化生產或您已選擇，該進程可適用于該組織。

To gain a pass grade (D5 to B13), the report will have some form of report format, probably missing a summary.  It will have a skeleton of some limited ideas of application.#p#分頁標題#e#
要獲得及格成績（ D5到B13 ） ，該報告要采用某種形式的報告格式，可能缺少一個摘要。要有基本框架涵蓋一些有局限性的應用思路。

To gain a fail grade (E4/F1 to F3), the report will not have the correct format, i.e. will be a memo or in fact, have no format at all.  There will be a very limited idea of the application to the organisation.
對于一個失敗等級（ E4/F1至F3 ） ，該報告沒有正確的格式，例如，是一個備忘錄，或者事實上，根本沒有格式。對于一個組織中的應用的想法非常有限。

The assignment will form 100% of the overall module grade.
essay評分將在上述所有級別中給定。

DUE DATEessay截止日期

This assignment must be submitted normally 6 weeks after the module delivery.本門essay正常情況下必須于授課完成6周內提交。

M. J. DAVIDSON

June 2012
CASE STUDY案例分析
 INTRODUCTION介紹
The Quality
Wheelbarrow
Company
優質
獨輪車
公司

A quality product is one that performs in every respect to the standard the customer was promised when he or she made the decision to purchase.  As we have seen in lectures, the customer’s perception of quality is a vital ingredient in the pursuit of total quality management, no matter how perverse or fickle that perception may appear.
優質的產品是一種在各方面向客戶承諾按照他或她作出購買的決定時的標準執行。我們已經看到在講座中，客戶對優質的看法是追求全面質量管理的一個至關重要的因素，不論這個看法可能會是如何倒行逆施或易變的。

 At the root of all quality problems is a “mind set” about what can be achieved.  If a company has a “good enough” attitude, the implications at all stages in the process of effecting delivery to the customer can result in enormous expense and loss of custom.  However, a culture in which “that’s close enough” is regarded as “not good enough” can obtain very different results.
在所有質量問題的根源是一個關于可以實現什么的“思維定勢” 。如果一家公司有一個“足夠好”的態度，其在交付給客戶的過程中各個階段的影響，可能導致巨大的花費和客戶損失。然而，如果一個文化中， “差不多夠了”被認為是“不夠好” ，那就會得到非常不同的結果。

In this case study, the Quality Wheelbarrow Company (QWC) has recently been studied by a firm of consultants at the invitation of the Company President, Albert Higgins, and you are provided with a copy of their report.
在本案例中，優質獨輪車公司（ QWC ）總裁阿爾伯特•希金斯最近邀請顧問公司對公司進行了研究，下面提供給你的是報告的副本。#p#分頁標題#e#

 REPORT報告
 
QWC is a 25-year-old American company serving the quality wheelbarrow market.  It has sales of $96 million on which it will lose about $4 million this year, and it projects about the same loss next year on slightly increased sales.
QWC 是一家服務與優質獨輪車市場的有25年歷史的美國公司。它的年銷售額是9600萬，而今年這個數字會減少$400 萬，預計下一年度的銷售損失將進一步輕微增加。

It is our feeling that this situation is irreversible unless something can be done to reduce the high compensation cost (guarantee payments for faulty goods) the company is bearing.  We are recommending that the company consider one of three actions.  All involve major changes, but this is a desperate situation.  The options are
我們感覺,這種情況是不可逆轉的,除非我們還能做些什么來減少公司正在承擔的高薪酬的成本(劣質的商品的保證金)。 我們建議三種公司可以考慮的措施。這些都涉及重大的改革,但是形勢嚴峻。 這些選項是:
 1. Move the company, physically, to a low labour rate area such as the Mexican border and, in addition, begin to purchase parts from Latin America.公司搬遷到一個勞力較便宜的地區，例如墨西哥邊境，此外，開始才拉美購買部件。
2. Cut back on the quality of the product and raise prices.從產品質量方面削減成本并提高產品價格
3. Sell out.  We know of a company with an interest in QWC and we could assist in beginning negotiations.出售。我們知道有家公司對ＱＷＣ有興趣，我們可以幫助接洽。

 In the past few years, QWC sales have been flat and they will be so for the next few years.  The market is expanding, but Japanese barrows came onto the market last year and have been very well received, although they are slightly more expensive than QWC machines.  This is one of the reasons we recommend a price increase.  Japanese workers do not have the personal mobility of American workers, so they can concentrate and do a better job.  We are making some recommendations to the industrial relations people concerning additional benefit programmes.
在過去的幾年里,QWC銷售基本平穩,并且在接下來的幾年中也會如此。 市場正在擴張,但日本向后拉線進入市場去年已經取得很好的反應,雖然他們比QWC的機器略貴。 這是其中一個我們推薦漲價的原因。 日本工人沒有美國的流動性,所以他們能集中精力做的更好。 我們關于附加福利方案提出了一些建議給勞資關系方面的人。

 We have examined the functional and operations area of the company in great detail and have conducted interviews with all department heads.  We can find no significant reason why the company is having all these problems other than that the expenses are too high.  Consideration of the discussions and a listing of statistical findings are attached.  We asked all the department heads about quality and have found them to be dedicated to quality improvements.#p#分頁標題#e#
我們非常詳細地檢查了公司的功能和操作領域，并且已經和所有部門主管進行了面談。除了費用太高以外，我們沒有找到明顯的理由為什么公司會有這些問題。附上所有的討論和一個統計結果的清單供參考。 我們問過所有部門主管質量的問題，而且發現他們都在致力于提高質量。

Let us now if you decide to move to the Mexican border; we can assist in finding a plant site, relocating executives and their families, and hiring labour.
如果你決定搬到墨西哥邊境區，請告訴我們;我們可以在尋找廠址、搬遷高管們和他們的家庭、已經雇傭勞動力方面提供幫助。

 INTERVIEW SUMMARIES訪談摘要
 
President:  I have always made a point of reaffirming and emphasising our dedication to quality.  If we don’t have quality, we don’t have anything.  I have personally spent a great deal of time evaluating the problems we have with producing quality goods.  I also insist that any products having the slightest problem are seen by me personally before they are shipped.
總裁:我一直重申我們有必要致力于和強調質量。 如果我們沒有質量,我們什么都沒有。 我親自花了大量的時間來評估我們存在的問題并生產高質量的產品。 我也堅持, 在產品裝運前不可以被我個人看到任何細微的問題。

In our current financial situation, we are treading a dangerous line.  We have to find the exact optimum in this quality business.  If we make them too good, and I think we have some of those problems now, we will lose money.  If we don’t’ make them good enough, we will not keep our customers.  When I was at the National Wheelbarrow Convention last month, all I heard was “Japanese and Far East quality”.  Everyone is scared to death.  Well, we are going to have to face up to the cultural differences between our countries.  Our workers are just not interested in quality. Perhaps we need some awareness programmes.
我們當前的財務狀況很危險。 我們必須從質量人手找到確切的優化方案。 如果我們把產品做的過好,我想我們在這方面已經出現了一些問題,現在我們會虧本。 如果我們的產品不夠好了,我們會留不住客戶。 在上個月的全國獨輪車大會,我聽到的全部都是“日本和遠東的品質”。 每個人都嚇得半死。 嗯,我們將不得不去面對我們兩國之間的文化差異。 我們的工人對質量不感興趣。 也許我們需要一些宣傳方案。

Anyway, I am going to bring my staff together and lock them up until they recommend an answer.  We can’t afford to waste money making them too good, and we lose sales if we make them poorly.  It’s a big problem.
不管怎樣,我要使我的工作人員召集起來，不推薦一個答案就不放出去。 我們不能浪費金錢把產品做的太好,但是如果做的不好我們就會影響銷售業績。 這是一個大問題。#p#分頁標題#e#

 Purchasing Manager (Chris Phillips):  My biggest concern is to keep the line moving.  Most of our suppliers have long lead times for their products.  Even stock sheet aluminium has to be ordered three months ahead of time.  When we move, we have to move fast.  I have worked out a quick ordering arrangement, so we can order over the telephone and send the paperwork later.  This gives us more flexibility.  When the parts come in, I try to expedite them through receiving inspection as quickly as possible.  We have to keep that line going because, without output, we are just a building standing here in the wilderness.  If we don’t’ produce, we don’t get paid.
采購經理(克里斯•菲利普斯):我最關心的是保持流水線運行。我們的大多數供應商的產品交貨期很長。甚至庫存鋁板也必須提前三個月下單。 當我們行動時,我們必須快速行動。 我已經制定了一個快速下單的協議,這樣我們可以提供先通過電話訂購，稍后再發書面文件。 這讓我們有更大的靈活性。當部件入庫時,我努力使他們盡快接受檢查。 我們必須保持流水線運行，因為沒有輸出的話,我們就像是一個站在曠野里的建筑。如果我們不生產,我們就沒有報酬的。

 I keep the pressure on our vendors to discount to us every change they get.  I know that we are in a loss position at this time.  One way of doing this is to have them call me when they have a part that isn’t quite right, but is still functional and looks OK.  Then I check with engineering to see if we can still use it.  This lets us pick up a discount, and some of them are quite substantial and helps the cause along.
我一直給我們的供應商壓力，讓他們每一個調整都給我們打折。我知道，我們是處在虧損狀態。這樣做的一個辦法是讓他們在有部件不是很好，但是仍然是功能齊全外觀也不錯時打電話給我。然后我和工程人員檢查我們是否能使用。這讓我們可以拿到折扣，其中一些是相當可觀的，這也是我們為什么一直這么做的原因。

 The incoming quality control people complain about this a lot, but they are really too fussy.  We use almost all of the parts they reject.  They should get their act together!
來料質量控制人員對這個有很多抱怨,但是他們真的太挑剔了。幾乎所有他們拒絕的零件我們都使用了。他們應該配合起來!

 Field Service Manager (Pat Hillman):  We are concerned primarily with the customer and quality.  We don’t want them to be disappointed.  As you know, we sell through the big department and multi-purpose stores like Sears, Jordan Marsh, Felinies, etc.  After they receive a shipment, our staff are right there helping them open the boxes and giving the machines an extra check before they go out onto the floor or into stock.#p#分頁標題#e#
現場服務管理器(帕特希爾曼):我們是主要關心客戶和質量。 我們不想讓他們失望。 你知道,我們通過大百貨商店和綜合商場，例如西爾斯、喬丹馬氏,Felinies等等銷售。他們收到貨物后,我們的工作人員都在這里幫助他們打開箱子,在貨物入場或入庫前給機器做額外檢查。

We check for burrs, for operational movement, to see if the operating instructions and warranty information are enclosed.  We get a lot of complaints about the guarantee and warranty cards not being included.  I have to remember to ask the plant about that.
我們檢查的毛刺，做操作運行，查看是否有說明書和保修信息。我們因為保證書和保修卡沒在里面收到不少投訴。我不得不記得提醒工廠這件事。

We also provide an on-call service for our customers.  Roughly 10% of the 40,000 units per month will require some field engineering service is we are to reach our sales goal.  Usually just operational things like wheel bearings needing oil, but sometimes it requires more work such as drilling a hole for the mounting bracket.  We want to maintain the company’s reputation.  It is hard when we have problems like the machines coming out finished with different shades of blue paint.  Apparently, some didn’t turn out just right.  It’s only a problem when you see one side-by-side with a barrow that is the right colour but is does create problems for the sales people.  Service costs to QWC are $90 per barrow on average.
我們還為我們的客戶提供了一個呼叫服務。每月40000臺中大約10%需要一些專業工程師到場服務以達成我們的銷售目標。通常只是一些操作方面的，例如車輪軸承需要潤滑油，但有時也需要更多的工作，如鉆孔安裝支架。我們要維護公司的信譽。這是當我們的機器有問題，例如出來的成品上藍色油漆的色調不同，就很難做。顯然，有些做得不夠好。這只有當你看到它與一輛顏色正確的手推車并排放在一起時才是問題，但是這給銷售人員制造了問題。QWC手推車的服務成本是平均每輛90美元。

 VP Manufacturing (Joss Fogerty):  We have 2.408 direct labour in our shop operations – 970 in the assembly area and 1,438 in fabrication.  Out of all those, we only have 100 in our rework department.  I think that is pretty good.  The direct labour rate with benefits is $30,000 per year.  Most of our people have been with us for some time, although we began to get a lot of new, young staff three years ago.
生產副總 (喬斯•福格蒂):我們有2.408個一線工人在我們的商店工作—在組裝區有970個 – 制造區有1438個。 除了這些人， ,我們只剩100人在返工部門。 我認為這是相當不錯的。 一線工人的福利是每年30000美元。 我們的大多數人已經和我們共事了相當一段時間,雖然我們開始招募大量新人,年輕的工作人員也有三年工齡了。#p#分頁標題#e#

I think we make a great barrow.  We have always had good customer acceptance and we have kept the concepts simple. Not too many options.  However, the shop cost has been going up regularly and a lot of it has to do with some of our tooling getting old. We don’t want to replace it all at once because that would cost us over $2 million.  Our scrap is running $418,000 a year.
我想我們做的手推車很棒。 我們的客戶認同一直良好，而且我們一直秉承簡單的概念。 沒有太多的可選項目。 然而,這家商店成本一直在穩定上漲,這更多與我們的工具老化有關。 我們不想一次性全部換掉因為這將花費我們超過200萬美元。 我們的報廢是一年418000美元。

We find that tolerances aren’t held just right; most of them are not that critical but it is a bother.  I have arranged to allow the production engineers to sign off the variations so that we can keep going.  We haven’t missed a delivery date in the past twelve years.
我們發現容差率不正確;大部分參數并不那么重要,但它是一個麻煩。 我已安排讓生產工程師劃掉這些變更,這樣我們就能夠繼續。 在過去的十二年我們從沒錯過一個交貨的日期。

I think our quality is good, and heaven knows I personally get involved every time something is not right.  I must give one speech a week to the team leaders about quality.  They just have to work harder at quality improvement.  Our returns are about 5% of those shipped.  The field service people take care of a lot out there, but the customers are getting a little more touchy on the subject.  I think they overreact.
我認為我們的質量是好的,而且上帝知道每次出狀況的時候我個人都會過問。 我必須對團隊領導每星期做一次關于質量的演講。 他們只需要更加努力的提升品質。 我們的退回率大約是發貨量的5%。 現場服務人員很小心了,但是顧客就這個問題越來越態度強硬。 我認為他們反應過度。

 Quality Control (Kim Winston):  I did a study on our quality costs and it looks to me as if we are running well within the guidelines.  That leaves room for improvement, but no big panic.  Rework and scrap allowances are built into the costs.
質量控制(金溫斯頓):我研究了我們的質量成本,在我看來,我們遵照指導方針運營的很好。有改進的余地,但是不很大，不用恐慌。 返工和廢品率是在成本中的。

But we aren’t nearly as good as we could be.  I have recommended to Joss that we introduce a motivation programme here in the shops to get people to be more quality conscious.  He has agreed, and we are going to buy some posters.  I plan on attending a group quality improvement meeting at a one-day seminar next month.
但我們還遠未達到我們可能做到的最好。 我已經建議Joss我們引入一個激勵計劃，讓人們有更多的質量意識。 他已同意,我們會買一些海報。 我計劃參加一個討論小組質量改進會議，在下個月，研討會為期一天。#p#分頁標題#e#

One thing we really have to work on is appearance items.  We can spend a fortune trying to keep them out of things.  I have made up a book of photographs of those that are acceptable and those that need rework.  The production people scream that we’re too tough on some of our criteria, but we have to do it or they will run away with that sort of stuff.
有一件事我們確實不得不做的，就是外觀。 我們可以花一筆錢避免這些問題。我已經把把那些可以接受的產品和那些需要返工的照片編成一本書。 生產人員抗議說我們執行標準太嚴厲,但我們必須這么做,否則他們就因為這個缺陷跑了。

 Human Resource Management (Leslie Parker):  There are 65 people in H.R. and 21 in industrial relations.  I think we will be adding ten more to industrial relations because there are a lot more grievances now, and of course, new government regulations make it necessary to spend a lot more time on these areas.  We provide an induction for our new employees after they have been here for six weeks.  We want them to go past the probation period before we invest a lot of time in them.  This has worked out because about one-third leave or are let go within the first four weeks.  This amounts to five indirect and fifteen direct.  Cost for each replaced employee is one half of their yearly salary ($30,000 with benefits) for direct staff.  Indirect staff average $36,000 with benefits.  After that time, they stay for a long while and are good employees.
人力資源管理(萊斯利•帕克):有65人負責人事，21個負責勞資關系的。 我認為我們要增加十個負責勞資關系的,因為現在不滿增加了很多。當然,新的政府條例也需要在這些領域花更多的時間。 我們的新員工入職六個星期后我們為他們做入職儀式。 我們希望在我們投入大量的時間在他們身上之前他們先通過試用期。 這很有效因為大約三分之一的人在前四周離開或被辭退了。數量大概是五個間接的和十五個直接的員工。每替換一個員工的成本相當于他一半的年薪(直接員工30000美元加福利),間接員工平均36000美元加福利。 此后,他們會服務很長一段時間,并且是好員工。

Accounts receivable are a real problem.  Over eight million dollars is past accounts are overdue.  People aren’t paying up these days…trying to do business on the other people’s money.  It costs us 10% in interest to carry these overdue receivables and they have us looking for specialists because a lot of the overdues are disputes; much of it involves guarantee, warranty and quality things.  There is even one product safety problem with a machine we made five years ago.  Can you imagine it?
應收賬款是一個現實問題。過去的賬目中有超過800萬美元是過期了的。這些人這么些天不付款......想用其他人的錢做生意。我們10 ％的利潤用來回收這些逾期應收賬款， 我們不得不找專家，因為很多逾期應收賬款有爭議;很多涉及到擔保、保修和質量的問題。甚至有一個產品的安全問題是我們五年前制作的一臺機器。你能想象嗎？#p#分頁標題#e#

 Marketing (Sue McGinnis):  The President is on my back to get more orders.  He won’t let me hire more sales people because they cost too much, $80,000 per year salary and benefits, but I can’t get more orders when they spend 20% of their time on the phone to the plant trying to get guarantee and warranty cards which weren’t shipped with the units.  That’s a lot of money because I’ve got a hundred sales people already!
市場營銷（蘇麥金尼斯） ：總裁影響我獲得更多的訂單。他不會讓我雇用更多的銷售人員，因為他們的成本太大，每年的工資和福利要80,000元，但是如果他們花20 ％的時間打電話給工廠區要那些發貨時沒放進去的保修卡和保證書，我沒法獲得更多的訂單。這是很大一筆錢，因為我已經有一百個銷售人員！
 

 SUMMARY總結
 
Table 1 Statistics concerning company plans與公司計劃有關的統計
 Sales goal銷售目標:

產出:
單價:
利潤:
 $9600萬 (每月$800萬)

每月40,000臺
$200 (店鋪銷售價 £300)
稅前 $14,400,000 (每臺$30 )
稅后每臺 $15
 

Policy – QWC wants to produce a quality wheelbarrow for the upper-class market.  We want people to have confidence in our reliable machines.  Field service operations have been established to support the stores and the end purchaser. 
政策–QWC要為高端市場生產高質量的獨輪車。我們要人們對我們可靠的機器有信心。現場服務業務已建立并且可以支持店鋪和最終買家。

Our quality department has been staffed to conduct testing and inspection at all levels of manufacturing.  Job enrichment programmes have been established for assembly workers.
我們的質量部門已配備相關人員對各級生產進行測試和檢查。工作的豐富化方案已發給裝配工人。

We believe we owe it to our stockholders and our customers to reach the optimum in quality.  The customer should get his or her money’s worth, and the stockholder should be protected from “gold plating” (quality too high).
我們相信，我們應該為我們的股東和我們的客戶達到最佳質量。客戶的錢應該花的物有所值，而為保護股東利益應該避免”鍍金”（質量過高）。

NOTE:   This case study is from the Open University Masters Programme (MBA): being one of the Elective Choices (B888).  It has been amended to explain American jargon.
注：本案例來自開放大學碩士課程（工商管理碩士）：是選修課程的一個選擇（b888）。已被適當修改解釋美國的行話。

Masters in Business Administration (MBA) – China 2012

Module科目 – Operations Management運營管理#p#分頁標題#e#

Module No.課程代碼 – F107766RM

ASSIGNMENT BRIEFING –  June 2012  essay簡介—2012年6月

1.0 Objective:目的

1.1 The objective of this paper is to give guidance to students on the structure and format of the assignment entitled “Quality Management in an organisation of your choice” or the alternative case study. 
本文的目的是指導學生essay的結構和格式，essay題是“你選擇的一個企業的質量管理”或可選案例研究。
 
1.2 It is intended to be of guidance only as there are a number of ways this assignment can be tackled. 指導的目的是告知學生有很多方法可以完成essay。
 
1.3 It will give you some ideas as to how I think the outcome of the report should appear when you submit it for marking. 它會就我認為提交評估的報告結果應該是如何的給你一些想法。

2.0 Structure:結構

2.1 Title page – this will be a short title saying what the report contains. 標題頁–這是一個短標題說明報告包含的內容
 
2.2 Summary – the first page of the report should show:摘要-應該在報告的第一頁
 
• What the organisation is.這個企業是什么
• What do they do (briefly)?他們是做什么的（簡要說明）
• What does the report contain?報告包含哪些內容
• What does it conclude (briefly)?主要結論是什么（簡要說明）
• What does it recommend (one sentence)?建議是什么（一句話）
 
 2.3 The idea is to give the reader a choice as to whether they wish to read the report or not and the summary is usually written at the end of the report compilation. 目的是讓讀者選擇他們是否希望閱讀這份報告，摘要通常在報告結束后編寫。
 
2.4 Contents page – this should state the chapter/paragraph item number, chapter and page number. 內容頁–這里應該說明章節/段落數量、章節和頁碼。
 
2.5 This could be “1.0 – Introduction” and should “set the scene” by saying in more detail這部分應該標為“1.0-介紹”，而且應該通過介紹更多細節“設定場景”:
 
• What the organisation is and does.這家公司是什么，做什么
• What is your role in the organisation?你在這家公司的職務
• An organisation chart (probably best put in appendix 1).組織架構圖（最好作為附件1）
• Brief summary of the history of the organisation, if appropriate.如果合適，簡要介紹企業歷史
• Aim and Objectives of the Report.  Typical words to use for aim and objectives are to explore, to establish, to evaluate, to develop, to examine, to discuss, to determine, etc. 報告的目標和目的，通常使用目標和目的兩個詞來說沒要探索、開發、評估、檢查、討論和決定的內容。#p#分頁標題#e#
 
2.6 Problem identification – it is common now to register some of the problems in the organisation and they can be put with two categories of 識別問題 –  這一步通常用來的登記企業的某些問題，這些問題可以歸為兩個范疇：:
 
 “Hard”硬性的  “Soft”柔性的
 (Quantitative)定量的  (Qualitative)定性的
 Can Measure可以衡量  Cannot Measure不能衡量 
 Please ensure that you explain “hard” and “soft” concept.請確認你可以解釋“硬性”和“柔性”的概念
 
 These problems can be augmented with a Fishbone Diagram or similar. (Also, need to explain the diagram.)這些要討論的問題可以使用魚骨圖或類似圖表展示（當然需要對圖表加以解釋）
 
2.7 You can now discuss some course concepts relating to the area of choice, e.g., Quality, Quality Control, Quality Assurance, Total Quality, Six Sigma, etc.  Do not forget your referencing with writers being cited in the text.現在你可以討論一些與 選擇范疇相關的課程概念，例如，質量、質量控制、質量保證、總質量、六西格瑪等。不要忘記說明被引用的文本和作者。
 
2.8 Investigation – to give your report some credibility (evidence), it is recommended that you carry out a small investigation via a questionnaire or structured interview.  It is likely that there will only be 10 to 12 questions but please make sure that the questions relate to the problems that you mentioned earlier. 調查 – 給你的報告提供一些信譽（證據），建議通過問卷調查或結構化面談實施一個小型調查。它可能只有10到12個問題，但是請確保這些問題與你之前提到的問題相關。
 
2.9 Analysis of Results – this section should discuss the outcome of the investigation via the use of bar charts, pie charts, graphs, etc. with an explanation of the results. 結果分析–本節應該通過使用條形圖，餅圖，曲線圖等討論調查結果，并加以解釋。

2.10 NOTE: for the case study there is no need to carry out any investigation and present results. 注：案例研究不須要進行任何調查和結果陳述。
 
2.11 Conclusions – this section looks back at the initial aim and objectives and problems and discusses if these solutions have been met. 結論–本節回顧最初的目的、目標和問題，并討論是否這些問題的解決方案令人滿意。
 
2.12 Recommendations – here you could offer a series of recommendations or “action points” with, if you are able, some time scales, e.g. short / medium / long term.  建議- 這里你可以提供一系列的建議或“行動要點”，如果可以，給出時間維度，例如短期/中期/長期#p#分頁標題#e#
 

3.0 Bibliography / Referencing 參考書目/引用:

3.1 It is essential that you show this section and try to illustrate your research by showing a variety of sources, e.g. 你必須有這部分，并且試圖通過展示不同的來源表明你的研究，例如:

• Books.書籍
• Journals.雜志
• Websites網絡

3.2 Please ensure that this is in “Harvard” referencing style in alphabetical order.請確認使用哈佛的參考風格并按字母排序。

M.J. Davidson
June 2012