When looking at the quality problems in dealing with this case through a Total Quality Management (TQM) style, one can see that there was a lack of high quality in both goods and services. The first problems arose with the quality of the Nissan. Sam, the writer of the letter in the case started out with the original problem that dealt with some rusting found in a few areas of the car. After taking it to a Nissan body shop to fix the problem, Sam was faced with even more problems with the inside light, voice warning malfunction, a broken speedometer, a falling rubber molding, and not to mention a non stop anti theft blinking light.
Product quality is not the only problem. Poor service quality was another big factor in causing these numerous problems. Sam wrote that his car just sat in the shop for three whole days without being looked at according to Jim Boyd, the body shop manager.
Sam wrote, "At this point it was becoming obvious that my car did not have priority in the service department." This clearly highlights the problem with the shop's poor service quality. When the problem of a broken rear view mirror occurred, Mr. Boyd told Sam, "Someone probably did not want to own up to it." This showed a very poor reparability quality in the workers and employees of the Nissan body shop. Overall, Sam could not rely on this group of mechanics to solve his problems. Every time he would call, his car was still not yet looked at and was charged $110 when told earlier that he would not be charged.
The probable causes of so many mishaps could be located from the low quality in the raw materials and basic functions of the car. Poor management in...