Milestone 2 Jessica Sponable Business Department, SNHU Managing Quality: OL-324 Tracy Sipma February 11, 2024
I. Company Background and History a. Founded in 1886 by Robert Johnson after years in the field of medical products b. Today has 250 subsidiaries developing products like medical devices, pharmaceuticals, and consumer health goods II. Description of Quality Issue a. 2013 Motrin recall for containing plastic b. Third party manufacturer of active ingredient, ibuprofen, involved III. Quality Culture a. Health is everything: Combining science & technology with determination to create a powerful force of care ... and profoundly impact health for humanity b. First responsibility is to patients, doctors and nurses, to mothers and fathers and all others who use our products and services. (Johnson & Johnson, 2023) IV. Voice of the Customer a. Encourages anyone (employees, business partners, customers, consumers, and others) to report any conduct known or believed to be in violation of Company policies, guidelines, or applicable law. b. Internships, leadership & development programs, and societal impact V. Change Management Plan a. Establish Quality Council: launch, coordinate & institutionalize quality improvement (process, cleanliness, equipment) - regular documented quality checks (Goetsch, 2020-05-08, p. 335) b. Cross-train Management: standards and expectations of their department, as well as the company
VI. Quality Theories a. Scientific Approach: data-based decision, identify root causes and implement permanent solution (Goetsch, 2020-05-08, p. 335) b. Some aspects of Kaizen Approach as it pertains to the continual improvement of all personnel (Goetsch, 2020-05-08, p. 340) VII. Quality Tools and Techniques a. Flow charts, check sheets, Pareto charts and benchmarking b. Reduce sources of variation: sources of materials, material, operating conditions, etc. (Goetsch, 2020-05-08, p. 338) VIII. Implementing Change a. Clarify intended result of the change b. Requires time for personnel to adjust and meet benchmarking goals, monitor results , and update benchmarks to accommodate continual improvement (Goetsch, 2020-05-08, p. 368) IX. Resistance to Change a. Deeply rooted existing company culture can impact the acceptance of new processes, leadership, team structure or technology (Olmstead, 2023) b. Provide training, help resources and proper communication X. Expected Outcomes a. Improved efficiency and lower cost b. Higher customer satisfaction and improved product quality XI. Research