Answer :
"The 150 9000:2000 Quality Management Principles are well reflected in Sears' implementation of ISO 9001 for its product repair centers and in-home service quality management systems. These principles include customer focus, leadership, involvement of people, process approach, system approach to management, continual improvement, factual approach to decision making, and mutually beneficial supplier relationships.
1. Customer Focus: Sears' commitment to improving customer satisfaction through consistent processes and enhanced service capabilities demonstrates its adherence to the customer focus principle. By registering its repair centers and in-home services to ISO 9001, Sears aimed to meet customer requirements and exceed their expectations.
2. Leadership: The leadership at Sears played a crucial role in driving the quality management initiatives and ensuring that the entire organization was aligned with the goal of achieving ISO 9001 registration. This leadership commitment was essential for the successful implementation of the QMS.
3. Involvement of People: Sears involved its large workforce of technicians in the QMS process, which was vital for the success of the ISO 9001 implementation. The improvements in tool calibration, refrigerant handling, and technician recall rates show the involvement and contribution of Sears' employees.
4. Process Approach: By standardizing processes across its repair centers and in-home services, Sears adopted a process approach to quality management. This approach helped in identifying, understanding, and managing interrelated processes to improve the effectiveness and efficiency of its operations.
5. System Approach to Management: Sears recognized the need for a consistent and cohesive QMS across its geographically dispersed and multifaceted business. The ISO 9001 framework provided the structure for integrating the QMS into the company's overall management system.
6. Continual Improvement: The company's efforts to improve its tool calibration program, refrigerant handling, and technician recall rates are examples of continual improvement. Sears' QMS is not static; it is designed to evolve and improve over time to enhance performance.
7. Factual Approach to Decision Making: Sears used data and facts to make informed decisions, such as the dramatic improvements in the average daily completion rate for repairs and the reduction in technician recall rates. This factual approach is a core aspect of the ISO 9001 standard.
8. Mutually Beneficial Supplier Relationships: While not explicitly mentioned in the case, it can be inferred that Sears' QMS includes the management of external providers to ensure that the products and services they supply meet the company's requirements. This would involve developing mutually beneficial relationships with suppliers to improve quality and create value.
By applying these principles, Sears was able to address issues such as inconsistent service quality, inefficient processes, and environmental risks associated with hazardous materials. The ISO 9001 standard provided a framework that helped Sears to standardize its processes, improve its service delivery, and enhance customer satisfaction, which are all critical components of a successful quality management system in the retail and service industry."
ISO 9000 is a group of principles and procedures that enable businesses to implement quality management.
ISO 9000 provides a quality assurance system that aids a company in providing high-quality goods and services, maintaining customer loyalty, and reducing waste. Sears' Quality Management System was implemented to improve customer satisfaction and improve service capabilities. ISO 9001 provided the framework for a consistent, cohesive program throughout the business that would provide customer satisfaction. Sears recognized that meeting customer needs and exceeding their expectations are critical for the long-term success of the company. This is reflected in its Quality Management System's implementation and Sears was able to address issues such as process standardization, customer satisfaction, efficiency improvements, environmental compliance, and continual improvement.
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