Case Study: PG Glass TQM, Strategy, and Business Ethics

Our purpose is to make a difference in our customer’s lives by solving glass problems with real care. Glass damage is one of life’s unpleasant events and we are committed to solving your problem with real care.

PG Glass is part of the PG Group which has been manufacturing, delivering and installing glass solutions since 1897 – a time when automobiles still had toughened safety windscreens. Motor vehicles have evolved dramatically over the past century to that of self-drive & autonomous cars. As such, the windscreen has also evolved to include safety features such as ADAS – Advanced Driver Assistance Systems which are cameras mounted in the windscreen which detect lane departure, pedestrians, rain sensors, GPS sensors and HUD’s (Heads UP Displays) to name but a few. This evolution of the windscreen has resulted in the replacement of windscreens to become more complicated, and innovation was needed to amend the way that windscreens are fitted to ensure that all these safety features are intact.

PG Glass prides itself on the fact that we deliver world class glass auto glass repair and replacement that is delivered by internationally trained and professional glass Technicians. PG Glass also replaces broken window and door glass in homes and commercial buildings.

SERVICES:

WHAT MAKES OUR TECHNICIANS THE BEST?

• Our technicians are trained and accredited in accordance with the PG Way of Fitment which is based on international standards and guidelines.
• Our Technical Support team are readily available to assist the PG Glass network with workmanship and technical issues.
• Our international tooling and technology sets our technicians apart from the rest.

QUESTION ONE                                                                                                                                                   [70]

1.1.      Considering the case study and supported by additional research, reflect on PG Glass’s TQM plan, while simultaneously proposing recommendations as a resourceful leader.                       (30)

• Understanding and applying strategic management decision-making places an organisation in a dynamic and adaptive position focusing on growth and expansion. Reflect on this statement and provide PG Glass with objectives regarding business legislation, social responsibility, and leadership roles in comparison to its competitor/s.                                                                (20)

1. As part of the management team, you are advised to draft a Business Ethics Proposal for PG Glass, considering it has evolved over many decades since its inception. Include examples and recommendations relevant to such a business.                                                                           (20)

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Reflection on PG Glass TQM plan and recommendation
The main focus of the TQM plan of PG Glass is on customer care, technical excellence and continuous improvement. The core advantages available with the company include trained technicians and advanced technology systems.
The recommendation includes a strong employee training process on new technology, and implement six sigma method with the objective of reducing errors. Regular customer feedback can help in improving service quality.
Strategic management: Objectives for PG Glass
Strategic decision making is essential for PG Glass to remain competitive. The main objectives include ensuring compliance with the applicable laws, supporting eco-friendly recycling of damaged glass, and following ethical and transparent leadership to build trust and credibility.
The main competitiveness of the company focuses on low cost services with emphasis on safety, innovation and customer care.
Business Ethics proposal
The company should consider an ethical framework which emphasises integrity in service, proper code of ethics for professionalism, recycling of waste, and fair treatment and transparent communication with customers. It can be possible through regular training for ethics and sustainability reporting within the business practices.

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