Quality Management Case Study Example | Topics and Well Written Essays - 3750 words

Quality Management - Case Study Example The objective of any business organisation is to generate profit. Quality Management System (QMS) ensures improvement in business situation and for attaining long term growth. In the today's competitive world, quality is crucial factor for survival in any type of organisation. QMS mainly focus on ensuring Quality Assurance and Quality Control. Quality assurance focuses on overall process and to verify that it is carried out in required manner. Quality control is the accepting or rejecting the product. QC is mainly product oriented approach. QMS involves QC, QA and overall business management process. ISO 9001:2000 is a Quality Management Standard. ISO (International Organisation for Standardisation) is established to develop international standard for management or product or services. They used to conduct auditing process for acquiring ISO certification. This can be applied in all kinds of organisation irrespective to its size and type of business. In the today's shipping service sector, ISO 9001:2000 is crucial for meeting customer satisfaction and thus for ensuring profitability. ISO 9001 is the most suitable standard for quality assurance in shipping sector. Shipping sectors are pressurised to provide a proof of quality management system by their clients as well as by authorities. ... Customer Satisfaction usually determines the growth of the company. Customer satisfaction can be attained by quality of products or services. Dissatisfaction of the customer is mainly arises due to failure in meeting their expectations and demand. IDO is providing more sophisticated services to its passengers and this reflected in their in number of customers increased over the years. Generation of profit is the main objective of shipping companies and so they mainly focused on reducing the daily operational expenses rather than providing efficient services. Cost cutting measures can be seen at everywhere but International Maritime Organisation has made rules and regulations. Cost cutting measures might affect the company in the long run. In the short run it may bring additional income. It is not practical to adopt cost cutting on customer service and maintenance of efficiency. 2 Company Profile: Istanbul Deniz Otobusleri (IDO-Istanbul Seabuses and Fast Ferries Inc.) was established in the year 1987 by Istanbul Metropolitan Municipality mainly with the emphasis on public transport by sea. Firstly they started with 10 seabuses and now they are grown into world's largest seabuses and Ferry service provider. Today they are carrying about 90 million passengers and 5 million vehicles yearly. It has been seen that they are continuously developing year by year. Seabuses are reliable and comfortable for passengers of Istanbul and Marmara Sea. Each seabuses has a capacity of about 500 passengers. In addition, they are allocating more funds for investment and development of vessels. There was tremendous increase in the number of passengers travelling over the last few years. IDO