Mini-Case Study: Quality Management at Global Green Books Publishing - Management Assignment Help

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Mini-Case Study: Quality Management at Global Green Books Publishing 

Global Green Books Publishing is growing its eBook business, satisfying the demand for customized eBooks for the college market and for a growing number of commercial customers.  These customers expect a high-quality product that works in each of the environments that there users use – various operating systems, eBook readers, and hardware (desktop computers, tablets/phablets, and smartphones).  

As part of the standard development process, each eBook goes through several quality checks.  When the order is received, a customer service representative checks the order and a more  senior customer service representative verifies the order. During the Production Phase, a quality  assistant will check the eBook against the job order and customer order to make sure it is ready  for production, and once approved by quality, each of the requested eBook formats are created.  A second quality check is performed by the customer service representative who is assigned to  the customer to make sure that each requested format is ready to release to the customer. 

Some customers (and their eBook users) are complaining about quality problems in the eBooks  they have received from Global Green Books. Sometimes the eBooks do not work correctly in  the intended environment. Sometimes, content is not clear or fuzzy. Sometimes, a quality check  will find that not all parts of the requested order have been included in the eBook. This causes  rework before the eBook can come back for a second quality check before being released to the  customer service representative for the final quality check. In each of these cases, the "cost of  quality" is the cost of NOT creating a quality product. Every time the project has to rework an  eBook to correct a quality defect, the cost of quality increases.  

Samantha and her project managers met with a key group of supervisors who are managing a  critical number of the eBook projects. They reviewed the lessons learned data and brainstormed  from their experiences with producing eBooks to identify some of the quality problems that they  were seeing in the eBook projects. They identified a number of issues: 

• The customer’s quality requirements are never discussed within the project team. They  are dealt with by the customer service representatives at the beginning and end of the  eBook production process. This means that team members do not know what the  customer expects and just do the tasks assigned without knowing what is “good”. They  may have a very different or no understanding of what the customer’s quality needs are,  unlike the customer service representatives. 
•  The standard job template doesn’t suggest that supervisors plan into their project any reviews or checkpoints at which quality can be verified. The only quality checks come  after the eBook is finished. This does quality checks of the whole eBook, but doesn’t  allow for checks on each component –content formats, correct conversions or desk top publishing checks. 
•  These two factors lead to a perception among team members that quality is just simply  some testing by some other groups (quality and customer service), rather than a way of  working and reviewing or checking work as they proceed. Further, many team members  don’t even see quality as their responsibility, because it’s something done by someone else.

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