ZAP!!, A Case Study AnalysisZAP!! needs to be zapped. ZAP!! has a problem that will not go away. ZAP!! management has implemented a new manufacturing quality control system and would like full employee participation. However, not all employees (assemblers) participate in the weekly quality control meetings and those who do are reluctant to address the issues or express their views. ZAP!! management does not want to terminate any of the assemblers but that is one of the alternatives being suggested by the first line managers. To resolve this problem ZAP!! needs to identify the problem, identify the causes of the problem, and propose and implement possible solutions.Identify the ProblemTo identify the problem we must look at the problem from all sides thus ensuring no aspect of the problem is left uncovered. Discussions with selected members of the affected groups were held and revealed the following. A major concern for all parties is the participation in weekly quality control meetings. It would appear a divergence of opinion exists regarding participation by the assemblers, is it mandatory as ZAP!! management would have us believe or is it not as some of the assemblers believe? Some of the assemblers we spoke with do not understand the necessity of participating in such meetings if an employee is performing at the company standard. It would appear that the assemblers who attend the quality control meetings are split into two groups. One group of assemblers view the meetings as a way to avoid their normal jobs, while the second group of assemblers view the quality control meetings as an "intrusion" that prevents them from being productive. Another area of concern regarding the assemblers' participation is one of clarity. At this point in time it is unclear if the assemblers fully understand that ZAP!! management view the assemblers participation in the quality control meetings as mandatory and that one possible consequence of non-participation, is termination. Viewed from the assemblers perspective there are a number of issues that need to be resolved regarding the quality control meetings and the subsequent participation by the assemblers, in same.ZAP!! management is dismayed by the lack of enthusiasm displayed by the assemblers regarding ZAP!!'s "world-class manufacturing quality control" effort. Management feels that the pamphlets and memos that were handed out to all employees regarding the quality control program fully explained the program, and what the company is hoping to accomplish with its quality control program. It would appear that the ZAP!! management feels that they have done all it is necessary to solve the problem and are reluctant to take any further action.The first line managers are more directly involved with the assemblers and the quality control issue, yet there have been few success stories. The first line managers have attempted to engage the assemblers during the quality control meetings with little success. The fi...
