Research the three well-known awards (Baldridge Award, European Quality Award, Deming Prize) given annually to recognize quality. Pick one of the awards and one of the main evaluation criteria. Compare and Contrast this evaluation criterion for Apple and Microsoft. How would these two organizations score on this quality dimension? How would you suggest improving the quality related to this criterion based on the material that is covered in this section?
The Deming Prize that is given to organizations, has exerted an immeasurable influence directly and indirectly on the development of quality control/management in Japan. Applicant organizations and divisions of companies sought after new approaches to quality management that met the needs of their business environment and challenged for the Deming Prize. Those organizations developed effective quality management methods, established the structures for implementation and put the methods into practice.
There is no easy success at this time of constant change. No organization can expect to build excellent quality management systems just by solving problems given by others. They need to think on their own, set lofty goals and drive themselves to challenge for achieving those goals. For these organizations that introduce and implement TQM in this manner, the Deming Prize aims to be used as a tool for improving and transforming their business management.
It’s apparent that Apple did not implement Dr. Deming’s steps or any of his fourteen points in a textbook fashion; however, it serves as a good example for focusing on quality first in today’s technology industry. It has gained the same result as Dr. Deming’s expectation for any organization’s remodeling process. Moreover, Steve Jobs had his strategies for TQM and excellence which closely mirror those of Dr. Deming’s. Even though he may not have been speaking of “quality” in the textbook sense of TQM, the result of those who listen to his words is the same.
Generally there are many similarities among these three awards based on the categories on which the award is given. But there are some differences. One special evaluation criteria of Deming prize is that it focuses on continuous improvement, quality management through statistical practices more compared to the other two awards. These criteria are widely used by Apple and Microsoft.
Microsoft uses several key ratios to track efficiency of their development and quality assurance processes. The two widely used ratios are Defect Leakage Rate (DLR) and the Defect Rejection Rate (DRR) (Exhibit 4) At an overall level, for every defect in the system at the 3 a quality level (i.e. 3 defects per 1000 lines of code [LOC]). on an average 37.5% defects get leaked into production. It is therefore clear that early detection and resolution of defects is critical for Microsoft to keep its costs low. Therefore it is important that the company makes the right tradeoff between Costs and Quality (COQ) during the software development process (Exhibit 5).
Apple also uses many quality control practises and along with that there main focus is on serving customers and driving business excellence which is a main evaluation criteria of Baldridge award. Even Microsoft focuses on customer satisfaction but Apple is quite vocal about it
European Quality Award.
An honor was initiated in 1992 by the European Foundation for Quality Management. It is given to organizations that can show greatness in their administration of value. Their way of dealing with complete quality administration has been added per the general inclination of clients, workers, and different partners. The nine first-level classes of the EQA model are administration, strategy, system, individuals, the executives, assets, measures, consumer loyalty, individuals fulfillment, sway on society, and business results.
This evaluation criterion for Apple and Microsoft. A business technique is a course, vision, and targets as far as undertakings, to arrange the absolute recourses that are put into the activities base on the business sectors needs and testing of different contenders. A scorecard will be used to assess the public exhibition, and the following stage can be drawn out base on the assessment.
The assessment is about appropriateness, achievability lastly, worthiness. The distinctive organization may have the same or various approaches on an equivalent circumstance depends what direction they solace with. In this paper, Microsoft and Apple’s business systems will be looking into. Innovation may be a radical or revolutionary alter on doing a standard thing and makes it think out of the box. The method incorporates from development to application. Innovation can be value-added if the innovation is effective since the income and the stock showcase cost of a certain company will be increased altogether due to the uniqueness of the products. But the innovation also bears the hazard of misplaced; this can be since, within the R&D handle, a part of the capital has been invested and may not create the return so quickly if the innovation is fizzled. Organizations score on this quality dimension:
By persistently evaluating and remediating the regions depicted in this article, you can diminish their capability to influence your clients contrarily. Most client issues can be gathered into the accompanying classifications:
Fragmented firewall or intermediary arrangement
Helpless Wi-Fi inclusion
Inadequate data transmission
Conflicting or obsolete customer adaptations and drivers
Unoptimized or inherent sound gadgets
Dangerous subnets or organization gadgets
Through appropriate arranging and configuration before sending Teams or Skype for Business Online, you can decrease the measure of exertion needed to keep up great encounters.
This article centers around utilizing the Call Quality Dashboard (CQD) Online as the essential device to report and examine every region, with a unique accentuation on sound to augment selection and effect. Any enhancements made to the organization to improve the sound experience will likewise mean upgrades in video and work area sharing. The company depends on input from the shoppers utilizing these items. They use the criticism to survey and make strides in the quality of its items and as a premise within the innovation and advancement of unused items. Microsoft as a company also creates a program that’s utilized in testing the quality of their items.
Quality control tolls like JIT and TQM should be the core a business model. This will help in providing best in class product and better customer service.
Quality management is most importent in industry without Quality no progress
A team from the Board of Examiners is assigned to your award application.
Members of the team individually review your application against the Criteria for Performance Excellence (part of the Baldrige Excellence Framework) to identify and document observations of potential strengths and opportunities for improvement. Then, led by a senior examiner, the team conducts virtual interviews with your organization. Following the virtual interviews, the team provides documentation of their findings and scoring to the Program.
Based on the scoring, the Judges’ Panel determines which organizations receive site visits.
The Judges’ Panel conducts final reviews and recommends award recipients to the director of the National Institute of Standards and Technology (NIST), who conveys the recommendations to the Secretary of Commerce. The Secretary of Commerce and the NIST Director determine whether recommended award recipients are appropriate role models and should receive the award. The purpose of this determination is to help preserve the award’s integrity. The Judges’ Panel also recommends non-award-recipient organizations that will be recognized for having one or more category best practices. In determining role models, NIST checks records on site-visited applicants and their highest-ranking officials to verify compliance with legal and Members of the Board of Examiners prepare feedback reports detailing organization-specific strengths and opportunities for improvement based on the organizations’ responses to the Criteria for Performance Excellence. Each organization receives a feedback report when it exits
Baldridge award was established by the congress in the US to promote quality in US companies and organizations around mid-eighties. Subsequently healthcare, education, and non-profit organizations were also added as potential recipients of the award. The Criteria for the award provide an integrated management framework to understand and manage organizational performance. The criteria questions cover leadership; strategy; customers; workforce; operations; and results. In relation to Leadership criteria, I would score both Apple and Microsoft highly as their products lead in the market. Apple particularly has done very well despite formidable competition from Samsung in the cellular phone area, from Microsoft in the operating system area etc. For leadership improvement, the companies should have clear succession plan and develop leaders from within. Younger leaders should get additional media visibility to create positive perception in the market as well.