Describe three recent situations in which you were directly affected by poor product or service quality. What might have been the cause and how might statistical quality control help eliminate these situations?

Answer

Statistical Quality Control

Poor product or service quality affect consumers even with the existence of quality and standards bodies that ought to protect consumers from such. The first situation in which poor service affected me occurred when I subscribed with Verizon Communication Inc. as my internet provider. The internet speeds were quite slow in my area and suffered occasional outages. The main reason for this problem was the distance between my house and the servers. The IT experts failed to consider that the distance was much further than the signal could get. Statistical quality control can help eliminate such a problem by testing the services for defects (Montgomery, 2012). The process could enable the company decide whether to reject or accept the internet connection in the specific locality.

The second situation occurred when I purchased clothes from a popular online retail store. A mix-up of orders occurred and it took long for the online store to get the correct orders that I had requested. Additionally, I paid the entire cost of sending the products back to the online store. Negligence was the most likely cause of the mix-up I experienced. This is true judging by the number of customers with similar complaints. Statistical quality control emphasizes on early detection of problems. As such, the method focuses more on prevention rather than taking corrective decisions. This would have helped avoid the mix-up.

The third situation occurred when I purchased a discounted mountain bike from a retail store. On using the mountain bike for a week, it developed significant problems that I decided to throw it away. Poor quality control mechanisms at the store contributed to this problem. Statistical quality control could help avoid this situation by ensuring there is control. Control charts can help identify whether there are defective units and the proportion of the defects (Montgomery, 2012). If the proportion of defects is high, the batch of goods is rejected.

 

Reference

Montgomery, D. C. (2012). Statistical quality control, 7th edition. New York, NY: John Wiley &             Sons.

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