Mathew Carter
Southern New Hampshire University
4/4/2021
Milestone 2
Company Background
o General Motors is a company that was established on September 16, 1908
o GM was started in Flint, Michigan and then they decided to move their
headquarters and all their main home base to Detroit.
Quality Issue
o This issue cost 124 their lives.
o The issue was for faulty ignition switches which would impact the drivability of
the car often at higher speeds and this is where the danger level really increased.
Quality Culture
o GM has had a plethora of quality issues in their history
o Having the issues that they have had and the ways that they have chosen to deal
with them has sort of soured the taste in many people's mouths.
Voice of Customer
o Upset to be lied to and deceived
o Loss of trust towards the manufacturer
Change Management Plan
o Ensure all employees from management all the way down understand the right
way to conduct themselves when something goes wrong.
o Understand the proper plan of action to make sure that everyone gets the proper
training to ensure there is nothing that gets overlooked.
Quality Theories
o Change the way that parts are inspected and what limits there are to say that a
piece is broken.
o Ensure the standards are correct to ensure the parts being made are to the safest
specs possible
Quality Tools and Techniques
o Have the top of the line tools and make sure they are up to all codes and serviced
regularly to ensure proper functionality
o Have outside companies come in to do functionality checks on the tools and also
on the technicians.
Implementing Change
o Implement better and stronger defined QA measures.
o Ensure that all employees are on the same page and willing to follow new
protocols.
Resistance to Change
o Older seasoned employees may become disgruntled and try and affect the reality
of change.
o Employees set in their ways may not understand the necessity for change and
cause backlash.
Expected Outcomes
o Try and regain the trust of the customers.
o Keep quality as a top priority in all aspects of the company.
Research
Plumer, B. (2014, October 03). The GM recall scandal of 2014. Retrieved April 05, 2021,
from https://www.vox.com/2014/10/3/18073458/gm-car-recall
Foster S. T., & Foster S. T. (2016). Managing Quality. [MBS Direct]. Retrieved fro