Case 5: HANK KOLB, DIRECTOR OF QUALITY ASSURANCE

Arcedo, Lloyd L. ● Ladja, Johnraja-Zaid M. ● Mendoza, Sheila Mozenda C. ●

Pangilinan, Jayson E.

I. PROBLEM STATEMENT
What can Hank Kolb do to setting up a continuous improvement program
and improve their quality performance on producing a zero-defected
product?

II. CASE ANALYSIS

• What are the causes of the quality problems on the Greasex line? Display
your answer on a fishbone diagram. The primary problem is the lack of
commitment to achieve an excellent quality product.. The
management lacks policies and visible support for quality standards.
Although they have recently hired Hank Kolb to oversee their quality
program, which is a good decision, the lack of support from senior
management for quality is very apparent. It was evident in launching
the Greasex line to gain market share without testing the processes
involved in making the product as well as ensuring safety requirements
are achieved. They saw quality as only a secondary added value.

Fishbone Diagram
• What general steps should Hank follow in setting up a continuous
improvement program for the company? What problems will he have to
overcome to make it work? Hank Kolb needs to study meticulously the
fundamental problems relating to the process in making Greasex line—
from equipment, input goods, and safety requirements. He should
advise the senior management to be involved in developing quality
standards and seek full support in the implementation of said
standards to change the attitude across the company. Mr. Kolb can
then start an awareness campaign to empower workers/employees
and give them clear understanding regarding the cost of poor quality
products against the value of good quality processes.

Series of Actions Hank Kolb can recommend to the Management

• Define clearly quality standards and align it with the company’s vision
mission as a whole

• Extensive research and testing of new products should be done first

before launching them in the market. Processes involved should also
be reviewed to ensure compliance with product specifications and
readiness of the operations
 • Analyze if Greasex product fits strategically with their company’s
goals and objectives. Perform cost/benefit analysis if better machines
are needed or should discontinue the product.

• They could perform a make/buy analysis to determine if they should

off-load the production into other companies. This could be
advantageous because it could provide an opportunity to remove the
problem and provide a quality product in the quantities needed.

III.RECOMMENDATIONS

Short-term Strategies

• Mr. Kolb should engage senior management to provide visible support

for a quality philosophy that will change the attitude across the
company. Then Hank needs to start an awareness campaign that will
allow people to understand the cost of poor quality and the value of
good quality processes.

• Mr. Kolb needs to focus on short run to get things under control. He
should start collecting data on why and how the machine breaks down
with a minimal staff required to keep the machines running

• Propose sanctions to departments and personnel not following quality

standards.

Medium to Long-term Strategies

• Mr. Kolb should concentrate on the implementing a quality system

such as ISO standards(ISO 9000) or Six Sigma, where they would
develop policies and processes for purchasing, design, and testing.

• Mr. Kolb should work with senior management to verify some products
(i.e. Greasex) area good with the company’s goals and objectives and
perform a make/buy analysis.

• Create Strategic alliances with suppliers and align quality standards

with these companies to maintain product quality or minimize defects
due to vendor supplies