Subject: Quality Management and Analysis (QMT752)Lecturer: Dr. Isahak Kassim

Group Member:1) Siti Najiah Bt Muslim (2012105305)2) Nur Safiah Bt Ahmad Kamal (2012784379)3) Syarmallah Dina Binti Saikim (2014290746)

Case Study:

The operations manager of a firm that produces frozen dinners had received numerous complaints from supermarkets about the firm’s Chick – n- Gravy Dinners. The manager then asked you, as an assistant, to investigate the matter and to report him recommendation. Your first task was to determine what problems were generating the complaints. The majority of complaints centered on five defects: underfilled packages, missing items, spilled/mixed items, unacceptable taste, and improperly sealed packages. Next, you took samples of dinners from the two production lines and examined each sample, making note of any defects that you found. A summary of those results is shown in the table below. The data resulted from inspecting approximately 800 frozen dinners. What should you recommend to the manager?

Background - The case study the complaints received from supermarkets about the firm’s Chick – n- Gravy Dinners- Task: 1. to investigate the matter 2. to report recommendation

- Task 1: to investigate the matter:

i. determine what problems were generating the complaintsii. majority of complaints centered on five defects:

a. underfilled packages, b. missing items,c. spilled/mixed items,d. unacceptable taste,e. improperly sealed packages

iii. take samples of dinners from the two production lines and examined each sample making note of any defects found

iv. make summary of the examination obtained.

- Task 2: to report recommendation i. Based on the summary of examination obtained, make recommendation for improvement.

Task 1: to investigate the matter:

Summary of inspection obtained (original result), for approximately 800 sample frozen dinner.Defect Observed

Date Time Line underfilled Missing item

Spill/mixed Unacceptable taste

Improperly Sealed

12/5 9.00am 1 // / ///12/5 1.30pm 2 // //13/5 10.00am 2 / ///13/5 1.45pm 1 // //13/5 2.30pm 2 // /// /14/5 8.30am 1 /// ///14/5 11.00am 2 / / //14/5 2.00pm 1 / /15/5 10.30am 1 /// /////15/5 11.45am 2 / //15/5 3.00pm 1 / /16/5 8.45am 2 // //16/5 10.30am 1 /// / ///16/5 2.00pm 116/5 3.45pm 2 / ///// / / //

Data analysis

Defect Observed

 Date Time Line underfilled

Missing item

Spill/mixed

Unacceptable taste

Improperly Sealed

No. of defect

Mon

12-May 9.00am 1   2 1 3   610

12-May 1.30pm 2     2   2 4

Tue

13-May 10.00am 2       1 3 4

1413-May 1.45pm 1 2   2     4

13-May 2.30pm 2   2 3   1 6

Wed

14-May 8.30am 1   3   3   6

1214-May 11.00am 2 1   1 2   4

14-May 2.00pm 1     1   1 2

Thur

15-May 10.30am 1   3   5   8

1315-May 11.45am 2     1 2   3

15-May 3.00pm 1 1   1     2

Fri

16-May 8.45am 2       2 2 4

2116-May 10.30am 1   3 1 3   7

16-May 2.00pm 1           0

16-May 3.45pm 2 1 5 1 1 2 10

5 18 14 22 11 70 70

line 1 2 1 2 1 1 2 2 2 1 1 1 2 1 2  time line

8.30am

8.45am

9.00am

10.00am

10.30am

10.30am

11.00am

11.45am

1.30pm

1.45 pm

2.00pm

2.00pm

2.30pm

3.00pm

3.45pm  

No. of defect 6 4 6 4 8 7 4 3 4 4 2 0 6 2 10 70

timeno of defect

am 42pm 28

n 800

complaint underfilledMissing

itemSpill/mixed

Unacceptable taste

Improperly Sealed

line 1 2 1 2 1 2 1 2 1 2 Total

timeam 0 1  11 0 2 2 14 7 0 5 42pm 3 1 0 7 4 6 0 1 1 5 28total 3 2 11 7 6 8 14 8 1 10 70total 5 18 14 22 11

Majority60%

line 161.1% line 1

57.14% line 2

63.63% line 1

90.91%line 2

Report of finding from dataThe number of sample obtained from a 5 day production is 800 samples. These show that in a day production an average of 160 samples could be obtain each day. With 800 samples taken, 70 samples are identified defect (8.75%). And these samples are obtained straight from production line, considering the amount of defect that the supermarket might found will be more than 8.75% and will be as high as 25% because of time difference. Therefore, it shows the company has a high volume production line and is compromising their quality in the process.

The highest defect complaint is unacceptable taste (22 defects). The second highest defect is missing item and third is spill/mixed. These 3 complaints are related to one another. As missing item and spill/mixed item in the product can contribute to unacceptable taste.

It is observed that the majority of complaints of defect come from line 1 for unacceptable taste, missing item and spill/mixed. While the majority of complaint of defect come from line 2 for improperly sealed product, unacceptable taste and spill/mixed.

LINE#1

LINE#2

Analysis by Line:

1) Unaccetable taste is a Line 1 problem (63.64% of all defect frozen dinner and about 40% of Line 1 problems)2) Improperly Sealed is a Line 2 problem (90.91% of all defect frozen dinner and 28.57% of Line 2 problems)

Analysis by Time :

While if we based on time line, the number of defect is greater around am (42 defects) than pm (28 defects). Line 1 and 2 have the same number of sample defects found but line 2 have a higher number of times of defect (14 times) than line 1 (8 times). And it is observe that from the time line 10.30am to 2pm. Line 1 was found having defect from 10.30am twice in a week. Line 2 was found having defect from 11.00am to 1.30pm but at varies days. And line 1 was found having defect from 1.45pm until 2.00pm (twice for 2.00pm in a week). It is observed that the highest number of defect was found on Friday, twice the number of defect found on Monday.

The complaint that the companies received from supermarket are underfilled packages, missing items, spilled/mixed items, unacceptable taste, and improperly sealed packages. These show that the company are having problem in quality control of their product.

The process of producing frozen dinner:

Material of product(From supplier

to production line)

Processing of product

Friezing of product

Packaging of product

Sealing of product

Labeling of product

Distribution of product

Supermarket

Production analysis: where problem could exist

Material of product(From supplier

to production line)

Processing of product

Friezing of product

Packaging of product

Sealing of product

Labeling of product

Distribution of product

Supermarket

Spoiled produce

Machine defect: heat did not eliminate bacteria etc.

Machine defect

Machine/human defect Machine/human defect

Machine/human defect

Task 2: to report recommendation

Based on the data report obtain. Several recommendations can be made to improve the quality of product. The recommendations are:

1. Find cause for unacceptable taste on Line #1. Could eliminate 63.64% of all frozen dinner rejects and 40% of Line #1 rejects. Is the machine malfunction? Or is the operator on the machine has lack experience/motivation?

2. Find cause for improper seal on Line #2. Could eliminate 90.91% of all frozen dinner rejects and 28.57% of Line #2 rejects. Is the machine malfunction? Or is the operator on the machine has lack experience/motivation?

3. Investigate the reason on why high defect are observed in the morning sessions on all lines compared to afternoon sessions. Is it because workers have lower motivation in the morning compared to afternoon?

4. Investigate the reason on why high defect are observed on Friday compare to Monday.Is it because motivation reduces as weekend approaches?

Other recommendation to improve the quality of product can be strategies before, during and after the production line processes.

Before Production line: The material to produce product from supplier must be inspected and set at a standard level of acceptance. The standard of acceptance of material should be complying to prevent damage material to be process along the production line.

Processing/friezing of product:The machines used in the process should have scheduled maintenance check and manage in an appropriate method.

Packaging/sealing/labeling of product:Scheduled inspection should be made to identify defect and correct it.

Distribution of product:Suitable vehicle are used to deliver product to the supermarket (air-conditioned truck)

ConclusionContinues improvement is an essential mean in continuing a company image. Any complain from customer should be taken seriously and action should be made to rectify the source of complains.