CASE STUDY 2

Case Study 2 - Total Quality Management - Sustainable Business Improvement in Shell Services



Case Study 2 - Total Quality Management - Sustainable Business Improvement in Shell Services

Introduction

The purpose of this paper is to assess the policy and strategy of Shell Services in deciding to implement its own quality framework rather than using an existing model (Oakland, 2003). In order to do so adequately, the discussion will engage in a direction that will essentially serve as a highlighting of the advantages of developing a personalized quality framework (by Shell Services) and the manner in which it is more feasible than a standard pre-existing quality framework.

Assessment of Quality Framework Policy and Strategy

A close analysis of the case study reveals that the most crucial advantage that Shell Services had from the development and implementation of a quality framework was that the quality framework was fully customized to the needs of Shell Services (Oakland, 2003). The quality framework will require no adaption in order to fit it to the operational intricacies of the organization since the framework utilizes information collected from the observation of the operations of the organization to start with (Nigam, 2005; Mukherjee, 2006). In essence, the very foundations of the model are tailor made to suit the needs of the organization (Naagarazan, 2005; Nigam, 2005). While this may seem like a bluntly apparent and somewhat mundane identification, the impact of this advantage will have significant multilateral advantages for Shell Services.

Firstly, it will reduce the time it takes Shell Services to debug the model and bring it into full implementation (Nigam, 2005; Mukherjee, 2006). The trial period will be short since the development process of the quality framework incorporated the testing of specific components of the framework during development. Secondly, the extensive communication and interaction between departments during the development ...