Bosch Total Quality Management Essay

First of all, we ar very grateful to the Almighty idol for bearing us the knowledge and wisdom that has been engaged through and throughout the project. whitethorn the product of our efforts justify the gift that the Almighty God has bestowed upon them. We are really emited our gratitude to all Bosch Philippines de start outments managers and employees who shared their knowledge about the bon ton and epoch interviewing them. Last unless definitely not the least we would like to express our appreciation, to the ones who give up rendered unconditional nominate and love to us our family. Our family from whom we got the motivation and devotion to never give up and give the best of our efforts. Through this project, whitethorn our efforts r for each one our parents and reflect our indebtedness for our sacrifices.I. IntroductionIn a pas de deux of time, Bosch has emerged into a successful business to what it is today. It has continuously improved the eccentric of service. O f course, guests complaints are inevitable in every organization. Three (3) complaints out of one ascorbic acid products sold to customers are caused by some product defects, its expensive price, customers attitudes (arte), parliamentary law delivery and some rare safety concern of its users. To initiate character programs to crack meet customers requirements, Bosch should start its own calibre control in the Philippines to avoid some product defects andusers accidents due of using Bosch products. The attach to should come up with Customer Relationship Management scheme to ramp up understanding between them and the customer that expensive price of their product is no issue when it comes to product quality and of customer satisfaction.II. Objectives of the cartoona. Study the quality initiatives of Bosch to better meet their customers needs and requirements b. Compare Boschs quality programs with existing literature c. Identify Areas of strengths and areas for developmen t on Boschs quality initiatives and d. Recommend specific programs to improve entire quality management at BoschIII. Quality Assurance at BoschSelling the best of the best and I rather lose money than trust were the mottos of person behind the success of Bosch, Robert Bosch. Since its establishment, the party continues to create value to customers and practice Robert Boschs doctrine of total quality, success was based on the trust of business partners and product quality. Bosch was created on 1932, located in Germany and in 140 countries in the world and the groundbreaker and pioneer of powertools in the world. Their products includes Automotive Aftermarket, Powertools, Security administrations and Thermotechnology.Customer and Stakeholder FocusBosch open their Training amount to value their customers, dealers and contractors through educating them about their products and its proper use to avoid accidents when using their products for free. They even collaborate with educatio nal institutions like TESDA, universities and colleges to be to a greater extent accessible and convenient to interested trainee. Bosch encourage their customers to bring their purchased products at their Service center every three (3) months for main(prenominal)tenance and check-up processed by a qualified technician which are still coered of a six-month guarantee for power tools and one-year warranty for measuring tools. To bring their products into the understanding of mickle who are unfamiliar with their products, Bosch use trade developer in different regions in the country to look for potential customers that bequeath be endorsed to the gross revenuerepresentative. gross gross revenue representative is responsible of demonstrating the products to customers and observeing their order of magnitudes. Bosch similarly uses sales agents or promodizers to advance the product in various stores in the country. Bosch offers the appropriate spare part customers need for any power tools. Bosch keeps spare parts available for at least 10 years. This means that even older tools are bustling for use again in the record time.Participation and TeamworkEvery incision sets their goal that motivates their employees to set better. For example, Sales segment set their target sales every month which requires more efforts on the part of the Sales Department and more marketing strategy of Marketing Department, so it needs teamwork from both(prenominal) departments. Managers act as a democratic leader on his subordinates and delicacy them as a team which implies importance and be yeningness to the employees. IT Department serves a support group to the political party as they are the one doing trouble nip on technical problems on all of the computers of the entire company. Employees use Microsoft panorama to send and receive emails as their network of connection connected by a cable which does not need internet to communicate with each other and disseminate inform ation throughout the company.The company uses a bundle withdrawed System Application and Production (SAP) which makes it accessible to all Department Managers to oversee and study sales and product stocks at their warehouse which is helpful for their trenchant and efficient decision reservation and inventory. This agreement is also useful to explanation departments to record financial data. The company maintains their do-good mentality. Bosch sends their employees abroad to undergo training to rear their skills and abilities which will in turn produce a better carrying out and satisfied customers. They just not intrust in doing well, but they believe in doing good. For Bosch, doing good means giving back through projects that incite and move their associates to action. Those projects includes sponsoring potential eighty eight students and employing some of them at their office. To build camaraderie between employees, the company provides them with annual outing.Process Fo cusBosch does benchmarking through product-product quality analysis to analyze their products against their competitors to meet the changing wants and satisfaction of their customers. Bosch has a company policy on product recall or pull-out when customers complaints on a certain product or model reaches six share (6%) out of one hundred percent (100%) sold product to go out that they are delivering quality products to customers. Those defective products are to be sent to their main plant in Germany for further studies. For efficient delivery and availability of products, Bosch orders products beforehand to its manufacturing plant in Germany through shipping and store them at their warehouse.The company positions itself as a number one (1) power tool products in the country which requires employees to efficiently process customers order and deliver it on time. The customers may opt to call Bosch to process their order on their service hotline or through Service Representatives, or der will be passed to Sales Coordinator who writes and documents order slip and process order and encode them through SAP system which is connected to Logistic department who shall deliver products to customers. To support the demanding needs of the company, procure department is responsible of purchasing materials needed by the departments such as fliers for Marketing Department and ensure of its quality and cost-effectiveness.Continuous ImprovementThe company has its own Research Development that is behind of annual launching of stark naked products. Every month, companys product division set their sales quota and eventually change magnitudes every time they meet or exceed it. This requires more efforts and improvement both the product and the process.IV. AnalysisBosch has its own Training Center that educates customers, contractors, hobbyist, and interested trainee for free. To reach more people, Bosch partnered with Tesda, universities and colleges. Having its own training is one version that Bosch values their existing and prospect customers. It involves money, effort, and sympathy from the company, but those things are cipher when it comes to customers enlightenment toproducts and customers satisfaction and delight. This program is imitate with the customer and stakeholder focus principle of TQM. Educating people who may not bring avail to the company is somewhat costly and effortful on the part of the company, but this will eventually build relationship, trust and confidence between the company and the beneficiary of the training program which may eventually results of patronizing the products.The company has its own Service Center that addresses customers complaints and concerns. This service is patterned with the TQM customers and stakeholder focus and the Quality Installation and Service which implies that Bosch knows and understands the needs and expectations of customer later on the sale in order to concord customer value and loyalty. off ering service later sales is one indication that Bosch wants to shake up long term relationship with their customers and exceed their expectations.Empowering employees through undergoing training programs boost their guts of belongingness and importance and will make them more motivated and inspired to perform better. This program is aligned with the principle of Participation and Teamwork of TQM.The company has its own System Application and Production (SAP), a software or database uses by the selected employees and managers to observe stocks, sales, deliver products and accounting data. This system is aligned with Process Focus principle and Information and Knowledge Management of TQM infrastructure. Use of this kind of technology is an coronation of the company because it makes process more effectively and efficiently. More so, decision making is easier to the information user because information they needed is always accessible and mountain be retrieved quickly.V. Boschs Q uality ProfileAreas of StrengthsBosch has known to be the pioneer of power tools in the world. Every year, they launch new tools, offering better and new products and it serves as their advantage over their competitors. Its German quality tailpersuade customers to purchase their product. This year, DOLE announced that construction industry will boost, and it needs equipment to be used by contractor such as power tools, and security system. Bosch has its own SAP system. It is software enables selected employees and divisions manager to have an access of information like sales, inventory and delivery.Areas for DevelopmentBosch does not have its own Customer Relationship Management. They just rely on their hotline from which customers could call to order products, ask, suggest and complain. There is no particular department that handles complaints from the customers. Bosch also relies on sales representative or agents report about customer satisfaction. There is no system or process of getting or acquiring customers feedback after sale. Numbers of people in departments such as Human Resource, IT and Purchasing are not ample to cater the increasing needs and demands of all stakeholders.VI. Recommended Quality Programs at BoschBosch should have its own Customer Relationship Management. This system will make easier to them to monitor and get in touch with their customers at all times. With this system, Bosch could address customers complaints, concerns and suggestions and not involving all departments to receive such from customers. With this system, the company mickle build long term relationship with customers and winning their loyalty over competitors. Acquiring customers feedback is an important practice of any company. Filling-up feedback and suggestions is tool to gauge and streak customers satisfaction to products supplementary services needed to enhance the product. It is better if Bosch Philippines have their own Quality Control in the country to check products after shipping them from Germany. It is inevitable to products to get damage during shipment. The company may increase their employees in such departments especially the HR department who is handling the employees offbeat and concerns.