Case Study Masterson Ad Agency 2021

1. What mistakes did Newberg and the Steering Committee make in the initial
development of the protocols and documentation and the early implementation stage?
- MMA’s protocols had not been followed and quality checks had not been performed
- Miscommunication with MAA’s project team and there are faulty ad copy
- Importantly they missed due date for a new significant product
2. What were the early indications that the system was not working as planned, and why
were they ignored? Why weren’t improvement efforts more effective?
The system workflow was weak because new relationships and interdependencies faced old
departmental barriers. Also, audit reports and corrective actions were getting inefficient
because the president periodically empowered too much to the quality managers and fearing
delivery promises might have been compromised. They could have done better since early
implementation steps were handled well. The gaps and shortfalls were identified and
proposed solutions recommended. If they kept paying attention to this process and be aware
of getting implementation, they could have been able to keep track the process without being
in hurry.
3. What steps should be taken to revise and implement an improved organizational
structure and quality management system?
- The organization should clarify their vision and mission statement and values
- Identify CSF which is Critical success factors
- Analyze more about their key customer group which is Megaproduct Inc
- Get solicit customer feedback from key customers
- Develop improvement plan based on feedback
- Keep monitoring CSF
- Make sure incorporate satisfaction data go into marketing plans