Final Stretegic Quality and System Management Full

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<p>C343</p> <p>1C343</p> <p>STRATEGIC QUALITY AND SYSTEM MANAGEMENT</p> <p>SUBMITTED TO: SIR EDWARD ANYAEJISTUDENT ID: C343</p> <p>EXTENDED DIPLOMA IN STRATEGIC MANAGEMENT AND LEADERSHIP (QCF)</p> <p>TASK 11.1 Explain the importance of effective operations management in achieving organizational objective.Operation management is about to be able to produce professional managers capable of fulfilling strategic roles with in business and government enterprises the need for the practice of operations management cant be for gone. Operations management is very important in business operations since it forms the heart oftheorganisation by controlling the system of operation. Operation management deals with the design. Operation and improvement of the systems that create and deliver a firms primary products and services. Like marketing and finance, operational management is a functional field of business with clear management responsibilities.Operational management is about the management of the processes that produce of deliver goods and services. Operational management is always helpful to achieve our company goal. Every organization not take a department for operational but in real they undertake activity because every company produce the good and delivers services. In UK I would like to choose ASDA. All operations use some kind of process technology, and the operation will have chosen to use the technology because it hopes to get some kind of advantage from it. </p> <p>From the past decade retailers have start traditional approach to logistics and product distribution on their head, as there has been a move to hold total supply chain management. While many companies have implemented new operational systems, leading retailer ASDA has taken the technology step further, implementing a data warehouse that provides the information to make the operational systems.</p> <p>The role of operational management how many things you enter and how quality you enter that type of outcome come. That means first thing to process inputs for example airline you have to take an aircraft, pilots and crew, also ground crew, and passenger and freight. This is input process. Then move passenger and freight to around world. And last outcome is that you reached where you want to reached.</p> <p>Process technologies are the machines, equipment and devices which help the operation transform materials and information and customers in order to add value and fulfil the operations strategic objectives. Some technology is peripheral to the actual creation of goods and services but plays a key role in facilitating the process that create and delivers the goods and services efficiently.</p> <p>For example, the computer systems which run planning and control activities, accounting systems and stock control systems can be used to help managers and operators control and improve processes.</p> <p>The important things to remember about operations management are, All types of organisation must do operations management because all organisations produce some mixture of products and services. Operations management is important. The decisions it makes have a major impact on both the cost of producing products or services and how well the products and services are produced and delivered which has a major impact on the revenue coming into the organisation. Operations management has strategic importance. The box on IKEA in the text illustrates a company which has been strategically successful because of the way it manages its operations. Management information systems (MISs)</p> <p>Managing information system is used in there planning and control activities. Its connected with inventory management, with timing and scheduling of activities, demand forecasting, order process and quality management.</p> <p>The rise to prominence of the service sector in the economies of developed countries is due to an increase in what are termed consumer services and producers services.</p> <p> Consumer services : These services aimed to final customer and theses have a risen in line with peoples increasing disposable income in developed countries Producer services:Its use for production or delivery of goods and services and constitutes firms providing services such as consultancy advice.Its not possible to every employees in a service operation have to deal with directly with customer and customer also not free to waste time to take appointment and come so ASDA try to solve all problems at that time in mall and ASDA start customer service at that time and if u have problem then they also provide call on helpline.</p> <p>1.2 Evaluate the success of existing operations management processes in meeting an organisations overall strategic management objectives.Strategy is thedirectionandscopeof an organisation over thelong-term:which achievesadvantagefor the organisation through its configuration ofresourceswithin a challengingenvironment, to meet the needs of marketsand to fulfilstakeholderexpectations Supermarket Asda says a world-class customer engagement programme will underpin a growth strategy that includes wider multichannel buying choices. The plans are aimed at making it the UK market leader in general merchandise and number two in the food market.As per Asda president and chief executive Andy Bond said: Our aim is to become Britains favourite retailer across even more channels. That means extending our reach and helping customers order online, pick up in store or let us deliver to their door. He added: All of our businesses are supported by a world-class customer engagement program that is taking advantage of the rise in social media to enable us to get even closer to our customers. Our purpose at Asda is simple - to save our customers money every day. But at Asda its not just what we do, its how we do it. In the way we treat our colleagues, trade with our suppliers and serve our customers. (www.internetretailing.net)</p> <p>Asda smaller food stores increases to 100 and Asda Living, non-food stores to 150. The 25th Asda Living store opens on 16th April 2011 in Telford, Shropshire. The company also revealed that Asda.coms home shopping service now serves 97% of the country. A second dedicated home shopping selection centre is to open in Enfield in July. The first is in Leeds, West Yorkshire.</p> <p>Asda is now setting the pace with its use of social media. Election broadcasts from political leaders including Gordon Brown, David Cameron and Nick Clegg are now online at its Asda Mums forum, where they sit alongside election blogs from Asda mums.</p> <p>Asda was late to internet shopping, but is embracing it with the passion of a convert and now boasts 97% coverage across the UK for its home shopping service. With its customer commitment strategy its challenging the established pioneers at Tesco while also introducing new and more flexible ways to shop. The competitive supermarket sector has led the way in multichannel retailing and it looks as if it may do the same with the mainstream use of social media by retailers.</p> <p>Strategy can be seen to exist at 3 main levels of corporate, business and function. a. Corporate level strategy:Corporate level strategy is concerned with the overall purpose and scope of the business to meet stakeholder expectations. This is a crucial level since it is heavily influenced by investors in the business and acts to guide strategic decision-making throughout the business. Corporate strategy is often stated explicitly in a "mission statement".</p> <p>b. Business level strategy:Business level strategy is concerned more with how a business competes successfully in a particular market. It concerns strategic decisions about choice of products, meeting needs of customers, gaining advantage over competitors, exploiting or creating new opportunities etc.</p> <p>c. Functional Level Strategy:Functional Level Strategy is concerned with how each part of the business is organised to deliver the corporate and business unit level strategic direction. Operational strategy therefore focuses on issues of resources, processes, people etc. An organization's core competencies should be focused on satisfying customer needs or preferences in order to achieve above average returns. This is done through Business level strategies. Business level strategies detail actions taken to provide value to customers and gain a competitive advantage by exploit core competencies in specific, individual product or service markets. Business level strategy is concerned with a firm's position in an industry, relative to competitors and to the five forces of competition.</p> <p> The five basic operations performance objectives allow the organisation to measure its operations performance in achieving its strategic goals. The performance objectives are: Quality:Quality covers both the quality of the design of the product or service itself and the quality of the process that delivers the product or service. From a customer perspective quality characteristics include reliability, performance and aesthetics. From an operations viewpoint quality is related to how closely the product or service meets the specification required by the design, termed the quality of conformance. The external affect of good quality within in operations is that the customers who consume the operations products and services will have less to complain about. And if they have nothing to complain about they will be happy with their products and services and are more likely to consume them again. This brings in more revenue for the company.As we talk about Asda they give us best quality in very low price. As we can say that many international student are come for study and London is very costly for everything so as Asda give very low price food to us.</p> <p> Speed:Speed is important because it helps to respond quickly to customers. Again, this is usually viewed positively by customers who will be more likely to return with more business. Sometimes also it is possible to charge higher prices when service is fast. The postal service in most countries and most transportation and delivery services charge more for faster delivery.Speed is the time delay between a customer request for a product or service and then receiving that product or service. The activities triggered from a customer request for a product or service will be dependent on whether a make to stock or customer to order delivery system is in place. The advantage of speed is that it can be used to both reduce costs and reducing delivery time leading to better customer service. Dependability:Dependability means being on time. In other words, customers receive their products or services on time. Again, it has external and internal affects. Dependability refers to consistently meeting a promised delivery time for a product or service to a customer. Thus an increase in delivery speed may not lead to customer satisfaction if it is not produced in a consistent manner. Flexibility:Flexibility is the ability of the organisation to change what it does. Flexibility can be measured in terms of range (the amount of the change) and response (the speed of the change). Cost:The chapter makes two important points here. The first is that the cost structure of different organisations can vary greatly and most importantly, the other four performance objectives all contribute, internally, to reducing cost. This has been one of the major revelations within operations management over the last twenty years. Cost is considered to be the finance required to get the inputs and manage the transformation process which produces finished goods and services. Cost is also important for a strategy of providing a product or service to a market niche, which competitors cannot provide. Thus cost nearness is important to maximise profits and deter competitors from entering the market.</p> <p>TASK 22.1 Explain the importance of effective quality management in achieving organizational objectives.Quality management is a principle that ensures quality in a company's products and services. There are many types of quality management programs which include Six Sigma, Theory of Constraints and TQM (Total Quality Management). Although the approach to solving quality issues vary with the different quality management programs, the goal remains the same to create a high quality, high performing product or service that meets and exceeds the customers' expectations. Quality management is important to companies for a variety of reasons.Quality is reliable conformance to customer expectation. Operation management have to clear about manufacture the product and deliver the service to requirement. Operation must e connects with customer. What they think about our product.As quality how we can define the problems for that there are two main important points one is the gap model. In this you can see why customers might perceive quality to be different to their expectation. The responsibility for ensuring customers see good quality products or service is not just the responsibility of operation managers but also marketing to provide information about customers expectations.</p> <p>1. Product qualityQuality management ensures product quality. Some primary aspects of product quality include: performance, reliability and durability. Through the use of a quality management program, the company can produce a product that performs according to its stated promises. The will endure normal, everyday use. Use quality management programs to improve the quality of a product and to design new products. Six Sigma has a specific component called DFSS (Design for Six Sigma) which is a methodology to build Six Sigma quality into a product or service.2. Customer SatisfactionQuality management ensures customer satisfaction. Conduct customer satisfaction surveys to understand the qualities of the product important to the customer. Also conduct surveys with those who are not the company's customers. This will also provide insight into why these businesses use the services of the competitor. Use customer surveys to target those features of a product or service that need improvement. The quality management program provides a methodology to use to create the type of product the customer desires.</p> <p>3. Increased Revenues</p> <p>Quality productand services give the company a spotless reputation in the industry. This reputation allows the company to gain new customers and sell additional products and services to existing customers. A quality management program also removes inefficient processes within the system. By removing unnecessary processes, employee productivity increases. The employee is spending less time on activities that do not contribute to the product's quality. As a result, the employee is producing more work in less time while the company has not increased the salary. Quality management programs help recapture lost monies due to inefficiencies.</p> <p>4. Reduce WasteA quality management pr...</p>