DECLARATION OF ORIGINALITY

DECLARATION OF ORIGINALITY

UNIVERSITY OF PRETORIA
FACULTY OF EBIT
Graduate School of Technology and Management
We declare that this assignment is our own, original work. Where someone elses work was used due
acknowledgement was given and reference was made.

Surname & Initials

Student Nr

Signature

N. Nkosi
B. Pongoma

12366448

T. Lekalakala

26506620

S. Mucacho
Course code

: IKK 780

Name of lecturer

: Mr C. C. van Waveren

Due date

: 23 03 2014

Date of submission: 24 03 2014

Title of assignment : IKK 780 Group Assignment 2 2014

Contents
1.

PROCESS DESIGN............................................................................................................. 2

2.

APOLLO 13....................................................................................................................... 2

3.

QUALITY MANAGEMENT SYSTEM (QMS)............................................................................5

4.

QUALITY FUNCTION DEPLOYMENT (QFD)..........................................................................8

5.

FAILURE MODE AND EFFECT ANALYSIS (FMEA)...............................................................10

1. PROCESS DESIGN
Author: N. Nkosi
1

Editor:
1. Objective of the process is to provide a channel for users to request and received a standard
service with time.
2. The process is designed to provide a standard with 181 hours. A process owner has to action the
activity within the specified agreed time.

References
D. L. Goetsch, S. Davis, 2013, Quality Management for Organisational Excellence: Introduction to
Total Quality, (2013), 7th edition, Pearson, New Jersey, Chapter 10.

2. APOLLO 13
Author: S. Mucacho
Editor:
The film depicts astronauts Jim Lovell, Jack Swigert and Fred Haise. Apollo 13 Flight Director Gene
Kranz..Ken Mattingly. Days before launch, it is discovered that Mattingly was exposed to measles, and
the flight surgeon demands his replacement with Mattingly's backup, Jack Swigert (Kevin Bacon), as a
safety precaution. Lovell resists breaking up his team, but relents after Slayton gives him the choice of
either accepting the switch, or else being bumped to a later mission. When the carbon dioxide exhaled
by the astronauts reaches the Lunar Module's filter capacity and approaches dangerous levels, an
engineering team quickly invents a way to make the Command Module's square filters work in the
Lunar Module's round receptacles. With the guidance systems on Aquarius shutdown, and despite
Haise's fever and miserable living conditions, the crew succeeds in making a difficult but vital course
correction by manually igniting the Lunar Module's engine. Mattingly and Aaron struggle to find a way to
power up the Command Module with its limited available power, but finally succeed and transmit the
procedures to Swigert, who successfully restarts Odyssey by transmitting extra power from Aquarius.
a) Quality and Global competitiveness
The relationship between quality and competitiveness can be summarized as follows: In a modern
global marketplace, quality is the key to competitiveness. On the first scene, the voice over clearly
stipulates that because Americas inability to launch successfully, there were fears that Russia would
beat them to it. They needed quality to be global leaders.
b)
a)
b)
c)
d)
e)

Quality Management, Ethics and corporate social responsibility

Trust
Values
Integrity
Responsibility
Role of manager

c) Strategic Management: Planning and execution for competitive advantage

Vision and mission, objectives
d) Partnering and strategic alliance
Working together for mutual benefit
Strategic partnering between NASA and the US navy
e) Employee involvement and empowerment
Empowerment means engaging employees in the thinking process of an organization in ways that
make a difference, it increases creativity and initiative from employees
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Though Jack was part of the backup crew and not initially part of the prime crew, when Ken was
declared unfit to fly, Jack was given the go ahead by the other crew members, this shows employee
involvement and empowerment in the sense that though it had been a while since he was in a simulator
practicing and was perhaps a little less qualified they still believed he could do it even though Jim was
insisting that Ken must not be pulled from the astronaut crew.

f) Leadership and change

Leadership is the ability to inspire people to make total, willing, and voluntary commitment to
accomplishing or exceeding organizational goals
Autocratic leadership making decisions without consulting employees who will implement or will be
affected by the decision When Jim decides to leave Ken, and he even owns up to the fact that this
was his call.
Democratic leadership involve employees that will implement or be affected by the decision
Goal Oriented leadership - as team members to focus solely on the goals at hand In a fit of rage,
Haise blames Swigert's inexperience for the accident; the ensuing argument is quickly squelched by
Lovell.
Situational leadership Select the style that seems to be most appropriate for a set of circumstances
Kanz show leadership when he accepts that the spacecraft cannot land on the moon, effectively
changing the mission.
g) Team building and teamwork
A team is a group of people with a common and collective goal. Characters traits that promote
successful teamwork are honesty/integrity, selflessness, dependability, enthusiasm, responsibility,
cooperativeness,

initiative,

patience,

resourcefulness,

punctuality,

tolerance/sensitivity

and

perseverance.
Team building is seen in the press conference when Jim
Team work is seen when jack is pitching up to park the space ship and Fred is directing him on how
much further he has to go before he reaches the parking and Jim constantly reminds him to align the
GDC.
Honesty and interity when Jim informs the crew that they cannot land on the moon
When Jim is frank with Ken and lets him know that it was his call to replace Ken with Jack due to his
medical condition.
Responsibility Jim decides that things have to be powered down to conserve power.
Jack accepts responsibility of being the pilot and while pitching around to align the ship, he reassures
the crew that he is on top of it.
Cooperativeness The whole team crew works together to during the power down.
7

A13: Jim explains to the tour party that the whole team believes that everything is possible, even the
cleaners. He doesnt understand why his team has to be broken up when they understand each other
mode of operation.
h) Effective communication
Effective communication means the message is received, understood and being acted on in a desired
manner. From the moment the flight starts to the time the astronauts land back, there are just many
examples of effective communication. All throughout the mission we hear the astronauts reply with the
phrase Roger That to the crew simply meaning effective communication had taken place.
i)

Education and training

Enhances an individuals work related knowledge skills, understanding, and motivation, its
characteristics are practicality, specificity, and immediacy A13: The team spends time training in the
simulator and going over the steps necessary for them to land.
j)

Overcoming politics, negativity, and conflict in the workplace

Decision making is the process of selecting one course of action from among two or more alternatives
On lift off, the team lost engine 5. The decisions to continue was taken after scientific data was
considered. Creativity us a problem solving approach and decision making that is imaginative, original
and innovative
k) Problem solving and decision making
Decision making is the process of selecting one course of action from among two or more alternatives
Creativity us a problem solving approach and decision making that is imaginative, original and
innovative.
When Kanz quietens everyone down and tells them to wake everyone they need to, he does this in
order to gather as much information and facts as possible in order to make an informed decision to get
to the bottom of that problem without guessing.
l)

Scientific approach

Scientific approach means hard data is used to make decisions

After the Oxygen tank blows up, Kanz gathers everyone and importantly directs their focus and
thinking, to work on the problem instead of guessing. He needs facts in order to make a decision.
m) Continual Process Improvement
A13: On the scene with his youngest son, Jim explain that the landing they planning will better than that
of Neil Armstrong and much better than that of Pete Conrad; indicating that NASA was continually
working towards continuously improving.
n) Freedom through control
Increase ownership employees feel about decisions being made
8

o) Unity of purpose
Collaboration between employees and management towards the goals
Reference: D. L. Goetsch, S. Davis, 2013, Quality Management for Organisational Excellence:
Introduction to Total Quality, (2013), 7th edition, Pearson, New Jersey, Chapter 4.

3. QUALITY MANAGEMENT SYSTEM (QMS)

Author: S. Mucacho
Editor:
The difficulty or ease of implementation of ISO 9001 Quality Management System in an organization
depends mostly on the current quality system implemented by the organization. There are numerous
perceived challenges and obvious advantages to the implementation of ISO 9001.

Ideally an

organization should go through the following steps on this journey.

Step 1:

Commitment of management:

Top management must show commitment to the

implementation process of ISO 9001, not only must they be convinced that this is the right direction for
the organization, they should provide evidence of their commitment, and must seek to continuously
improve its effectiveness. Without management commitment the project will not go further than an
idea.
Step 2: Establish implementation team: A team needs to be established to implement ISO 9001. A
member of top management must represent them and coordinate activities of this team.

Other

departments must also be represented for proper coverage within the organization. The team should
have enough senior employees that can sell the idea to other managers and staff alike. Without this
team it would be difficult to plan, implement and track as there will be no direct responsibility to
anyone.
Step 3: Start awareness programme: The implementation of ISO 9001 will require that all within
the organization are aware of its importance, reasons for implementation as well the benefits that will
be realized thereof.

It is important that each and every employee understand their roles and

responsibilities. This will be a culture change, without awareness it cannot go far.

Step 4: Provide training: Training forms an important part of the strategy to implement a QMS. All
the echelons of the organization will have to undergo level specific training, covering the impacted
9

processes, the cultural change as a result of the implementation, concepts of QMS and the overall
impact this implementation will have on the strategy of the organization.

Also training must be

provided for the implementation team so as to ensure that they can impart the right knowledge to their
colleagues.
Step 5: Conduct Initial Status Survey: An initial survey is necessary ascertain the current QMS. If
there are procedures and documentation that can be used, they may be incorporated into the new
QMS. What is critical in this step is to ensure that we capture everything about the current QMS and
compare it to ISO 9001 in order to see where the gap is (gap analysis). The end result should be an
as-is system, with ISO 9001 (to be) as well as the gap between the 2 systems. Without this analysis
there is no way we can know where we are and where we need to go.
Step 6: Create a documented implementation plan: An implementation plan has to be drawn up to
ensure that the current system is improved to meet the standards set by ISO 9001. The plan must be
specific and detailed enough, it must have details about what documentation or actions need to be
performed and who or what team is responsible for that; whether there will be training required and
planned completion date. The implementation team will have to track and monitor these activities
closely. If this document is not created, then we will be planning to fail.
Step 7: Develop Quality Management System Documentation: For all operations and processes
within the organization, there should be documentation. It is not good enough for an organization to
say we do it, supporting documentation and evidence needs to be present. Amongst the documents
there should be a document for the quality policy and objectives, quality manual, procedures and
records that are needed by ISO 9001:2000 as well as documentation needed for planning, operation
and control of processes within the organization.
Step 8: Document Control: It is important that employees have access to documents in order for
them to execute their responsibilities. However, employees should have access to documents that are
in a well-controlled document system. Each document should show the regular details e.g. revision,
revision and change details, approval for adequacy by authorized person, assurance of legibility and
identification of documents, etc.
Step 9: Implementation: While the documentation is ongoing, it is advisable to implement the QMS
at that time as well. It helps to track the effectiveness of the system and evaluate in those other areas
where it has already been implemented. It is best to test while one implements, instead of finding
issues after implementation as its more expensive to rectify then.
Step 10: Internal Quality Audit: It is important to cross check on an ongoing basis the effectiveness
of the system at regular intervals, to check conformity to ISO 9001:2000; to check its implementation
and maintenance.
Step 11: Management review: A management review is undertaken with the view to check the
effectiveness of the systems and possible improvement. Without this, management has no way of
deciding whether to continue with this process.

10

Step 12: Pre-assessment Audit: An external auditor can be brought in to run over the systems
before further steps can be taken towards certification.
Step 13: Certification and Registration: If all has been carried out as planned in the previous
steps, it goes without saying that a certification agency would find us adequate in the adequacy audit
and on-site audit, and would therefore grant the certificate.
Step 14: Continual Improvement: As is the goal of quality management, certification does not
mean the end; it is actually the beginning of a process whereby an organization should seek to
continue its improvement.

Table 1: Roles and responsibility allocation

Roles
Top Management
Quality Manager
Quality Controller

Responsibility
Develop quality policies
Develop an implementation plan
Ensure that the implementation plan is

Quality Assurance

executed
Audit whether the gap is closing from as

Employees

is to to be QMS
Embrace and own quality.

Table 2: Documentation required

Document Name
Quality Manual

Brief description
Defines how requirements

the

ISO

9001:2008 standard are applied within the

specific organization.
Describes how organizational processes

Quality Procedures
Quality Policy

must be performed, and by who.

Defines the organizational stance towards
quality and customer satisfaction, it is the
guiding principle.
Measurable goals for the organization.

Quality Objectives
Describes the interaction between the
Process Flowchart

processes of ISO 9001 QMS.

Describe how tasks are performed.

Work Instructions
Records

This is the evidence of what has been

done.
11

References
D. L. Goetsch, S. Davis, 2013, Quality Management for Organisational Excellence: Introduction to
Total Quality, (2013), 7th edition, Pearson, New Jersey, Chapter 14.

4. QUALITY FUNCTION DEPLOYMENT (QFD)

Author: T. Lekalakala
Editor:

House of Quality
+

Time Management

+
Margin and Line Spacing

+
Proper Research on Topics

Text Clarity

Fulfil Topic Aim

Minimizing Direct Quotations

Effective Writing and Editing

Easily readable font

11

Presentation

1.2

4.8

14

Relevant Content

1.2

18

Topic Objective

1.2

2.4

12

1.4

5.6

17

Minimize Similarity

1.2

3.6

11

On-time Submission

15

BenchmarkTechnical

Comprehensive Text

Technical Priorities

32.
4

75.
6

73.
8

64.
8

61.
2

129
.6

45

% of Priorities

16

15

13

13

27

Our Product

40
%

Group A

60
%

Group B

50
%

10

80
%

Design Targets

Conclusion
A number of elements that would determine what it is about the assignment that would be improved on in
order to build in the level of quality that would be required by the customer were gathered and also
assignment requirements that have to be fulfilled to in order for a good grade to be achieved. The
Content, Format, Method and Schedules are important components that have to be incorporated into the
design of the product in order to fulfil the customers requirements. Using the Tree Diagram a list of the
direct customer needs were established, the WHATS that were placed in the House of Quality are: Easily
Readable Fonts, Presentability, Relevant Content, Topic Objectives, Comprehensive Text, Minimizing
Similarities and On-time Submission. The next step was to find ways to address these WHATS hence
the Technical Requirement Matrix (HOWS) were established: Minimizing direct quotations, Topic Aims,
Text Clarity, Proper Research on Topics, Margins and Line Spacing, Effective Writing and Editing and
Proper Time Management.
In conclusion it was found that in our technical priorities, we had one major factor that had to be
prioritised somewhat more than the others hence a lot of focus has to be put on effective writing. If this is
done effectively it will do a lot in ensuring that the other major priorities are fulfilled. The Topic Aims will
be achieved through effective writing and editing because the author of each topic will put a lot of their
time in understanding the topic, gathering relevant information, filtering the information and doing a writeup that specifically addresses the topic aim. The editors job will be to refine the write-up, ensuring that
the topic at hand is not deviated from and that text clarity and fulfilment of topic aim is accomplished.
Effective writing and editing as can be seen in the interrelation matrix is a technical requirement that is
highly interrelated to many of the customer needs in the customer needs matrix such as Relevant
Content, Topic Objective, Comprehensive text and Minimizing Similarities. If Proper research on the topic
is done, better understanding will be achieved and therefore direct referencing can be kept to a minimal
ensuring that the level of similarity too is kept to an acceptable percentage. Once the House of Quality
is is concluded we have a set of Design Targets that have to be incorporated into the design and when
13

know specifically how much of the characteristics need to be provided in order for the lecturer to give a
good grade to the group for the assignment.

References
D. L. Goetsch, S. Davis, 2013, Quality Management for Organisational Excellence: Introduction to Total
Quality, (2013), 7th edition, Pearson, New Jersey, Chapter 17.
http://www.di.ufpe.br/~req_case/Seminarios/Prioridades/qfd.pdf

5. FAILURE MODE AND EFFECT ANALYSIS (FMEA)

Author: B. Pongoma
Editor:
Table 1: Household kettle components and its functions
Components / parts
Plastic frame

Functions
House kettle parts and

Possible failure impacts

Leaks, deforms, decolours

main function is to hold

water.
Converts

Heating element

electricity

into

Rusts, dont heat up, non-

heat that is transfer to boil

stop heating.

Thermostat

water.
Regulate temperature

Blow-up, failure to control

On-off switch

Switch on and off power

temperature,
Break or open circuit

or

energy

source
Connection

of

heating

element to the cord

Plug

to

from
the

power
heating

element
Transfer electricity to the

Malfunction

heating element
Connect to the

wires in the cord.

Failure
to
conduct

source

power

of

electric

electricity.

14

Table 2: FMEA FORM

References
D. L. Goetsch, S. Davis, 2013, Quality Management for Organisational Excellence: Introduction to
Total Quality, (2013), 7th edition, Pearson, New Jersey, Chapter 15.

15