The Project Research On Improving Medium-sized Bulldozers’ Production And After-sale Service Quality Of East Cable Company

Quality has become the main theme of the21st century. So far, the qualitymanagement has undergone different development stages of quality testing, statisticalquality control and total quality management, Six Sigma management. The idea ofquality and quality management is constantly evolving. The quality of products andprojects not only has to meet the durability standards, but also should reflect thequality characteristics of reliability, security, maintenance and others through theproducts and projects in order to meet and exceed the needs of customers. As across-cutting interdisciplinary, quality management is a integrated multi-discipline ofmodern enterprise management, product management control, product design andmanufacturing technology, modern testing technology, technical economics,management information system, probability theory and mathematical statistics.Currently, the market competition has decisively turned into "quality competition"from "price competition", and this trend is mainly due to the high segmentation of theinternational market. At the same time, knowledge, technology andinformation-intensive industries have also decisively replaced the capital-intensiveindustries, and the unique of knowledge, technology and information makes the basiccost almost the same of the most of today’s products and services no matter wherethey are produced. Therefore, the quality is fundamental for every industry to win inthe competition. Quality is the deciding factor of the competitive advantage, and theconcessions of quality is not a choice, any concession can threaten the business’ssurvival.As a wholly owned subsidiary of a large group, East Cable Corporationspecializes in the production of bulldozers equipment in the construction andinfrastructure field. Facing fierce market competition, the production and the sale ofthe company’s products appeared to be in decline, resulting in the increasing difficultyin the maintenance and development of the market. Therefore, East Cable Company took the project of improving medium-sized bulldozers’ product and after-sale servicequality for an example, launched a company-wide quality management activity.Based on the problem of medium-sized bulldozers’ product and after-sale servicequality, East Cable Company summed up the reasons and provided useful experiencefor the after-sale service.Based on the research on the project of improving medium-sized bulldozers’product and after-sale service quality, this paper fully use the theory and methods ofthe project quality management to study the quality awareness, quality planning,quality control, quality improvement of the production and after-sale service quality.Firstly, the paper introduces the topic, research background, meaning and purpose,research ideas and structure arrangement, and points out that there is a higher qualityrequirement of the production with the changes of raw materials, production costs andcustomers’ demand. In this regard, enterprises should improve production and qualityof service for the changes in the market to enhance the core competitiveness.Secondly, based on total quality management and through the main line of qualitymanagement system, design and manufacturing (service) quality control, qualitymetrics and quality improvement, the thesis systematically studies the existingproblems of the production and after-sale service quality of the medium-sizedbulldozers, and analyzes the problem using the seven tools of quality managementmethods. Then, it make a in-depth discussion on the causes of the quality problemsusing brainstorming and Pareto approach, and makes a basic analysis on specificcountermeasures for improving bulldozers’ production and after-sale service. Finally,the paper puts forward safeguards of the project and proposes the future improvementof product quality and after-sale service quality.