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Use of Iso 9000:2 Quality Management at Sears

In: Business and Management

Submitted By TheGar
Words 659
Pages 3
While ISO 9001 contains the basics of a good quality system the challenges of implementing across a large organisation with many business units can be many. Some specific issues Sears may have had to face could have included:

* The tendency for people to prioritise compliance over quality

* Hostility from the frontline workforce

* Less than full engagement from management

From the case study it is clear that Sears has paid careful attention to implementation of the ISO 9000:2000 Quality management principles due to the nature of the success of the program. Some specific examples in the text include:

Principle 5 – Systems approach to management. Leadership of the program structured it so that they would achieve registration of the carry in service centres and then turn to the in home service side. Most likely lessons learned from the implementation in one side of the business were used to avoid the same issues on the other.

Principle 4 – Process approach. The increase in output of the Chattanooga facility shows that processes for repair of lawn mowers was standardised and documented. A doubling of output would not be possible without such measures in place to ensure everyone was following the same steps in the same way. Principle 6 – continuous improvement could then be utilised to refine the processes as necessary.

Principle 6 – Continuous improvement. The reduction of the frequency of recall rate shows application of continuous improvement in their processes and training. Data was collected analysed on breakdowns with the data being used to diagnose a right first time fix. As the fixes deployed were proven to be the right course of action through reduced recall rate, technician training would occur to ensure the knowledge was passed through the network leading to further lowering of the rate.

Principle 7 – Factual approach to decision making.…...

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