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F&M Business School Extended Diploma Jupiter Group
Subject Strategic Quality System Unit 11 (referral submission)
Table of contents
introduction 1.1 Explain the importance of effective operations management in achieving organizations objectives
1.2 Evaluate the success of existing operation management processes in meeting an organization’s overall strategic management objectives 2.1 Explain the importance of effective quality management in achieving organizational objectives.
2.2 Evaluate the success of existing quality management process 7 in meeting an organizations overall strategic management objectives.
3.1 Plan a strategic quality change to improve organizational performance.
3.2 Define resources, tools and systems to support business
processes in a strategic quality change.
3.3 Evaluate the wider implications of planed strategic quality change in an organization. Reference
The organization is producing the alcoholic products according to customer demand and health and safety. vine and beer according to the customer need and demand. Guinnes Ghana Ltd is also doing business in UK. average profit is 1. Australia.23 billion every year. total assets of Guinnes Ghana Ltd is round about 3 billion US dollars in Africa according to the current report in 2010. Canada and India etc.Introduction Guinnes Ghana Ltd is a beverages industry of Africa they produce alcoholic products wisky. . Guinnes Ghana Ltd produce the alcoholic product after checking the pre quality standards.
about cost. Customer satisfaction is the objective of the organization through providing quality goods and services to its customer for obtaining customer loyalty. “Operations Management deals with the design and management of products. development. . processes. Guinnes Ghana Ltd Operations management process has great influence on production as well as the performance of products i. Maximization of out put according to the demand of goods and also save the resources by following the Economic Order Quantity. Guinnes Ghana Ltd is producing the goods and services according to customer need and want. and utilization of resources that firms need to deliver the goods and services their clients want” Operation management is a process of converting input to out put by adding the different values of quality with in right time on right place.1 Explain the importance of effective operations management in achieving organizations objectives. speed and flexibility etc. quality. services and supply chains. It considers the acquisition.1. produce the goods according to the demand on right time.e. All this can be design for customer satisfaction. Objectives & Importance. delivery. (EOQ) Ensuring that goods and services produced conform to pre-set quality standards. .
2 Evaluate the success of existing operation management processes in meeting an organization’s overall strategic management objectives. Provide the assurance to customer that the product is according to their need and want. Guinnes Ghana Ltd playing a vital role in the progress and Operations in progress at Guinnes Ghana Ltd customer satisfaction . Maximum utilization of resources human resource and finance resource. 1. The operations management of prosperity of overall objectives. Minimizing cost of producing goods or rendering a service.
Corporate social responsibility. The targeted customer is the characteristic of Guinnes Ghana Ltd operations management. The objective of Guinnes Ghana Ltd is produce to product with low cost and this benefit also provide to customer in shape of low price according to competitors. that’s why they are fulfilling the customer’s need. The efficiency of its operations management fulfilling the following objectives. Target customers.Guinnes Ghana Ltd is operating in all over the world in order to be a world leader. Low cost product. Quality check system Guinnes Ghana Ltd quality product to ensure its market worth forever that’s why they have a keen eye on their operations. . Another objective is to fulfill the corporate social responsibility by producing alcohol according to standard of health and safety. Quality product Guinnes Ghana Ltd is producing flexible products to ensure its long run survival and competitiveness over the market.
Quality measurement according to standard One major objective of Guinnes Ghana Ltd is to meat the standard of quality with better performace of product.1 Explain the importance of effective quality management in achieving organizational objectives. It can also help you to enhance your image and reputation and enable you to look for improvements through internal and external communications. A Quality Management System (QMS) such as ISO 9001 provides a management framework that gives you the necessary controls to address risks and monitor and measure performance in your business. Reliability of products. They can make their products reliable only when their quality management is up to standard. Internal and External stakeholder’s satisfaction. Guinnes Ghana Ltd is engaged in the production of reliable products which will describe their loyalty with the customers. It requires its best quality of products that is possible only when quality department is up to standard. . Another objective of Guinnes Ghana Ltd is to satisfy its customers to ensure the long run relations with them.2. Due to this . Guinnes Ghana Ltd Tata is fulfilling it by producing according to health and safty standards.
the company began to show tangible improvement in performance including a 25% growth in revenue. The company is one of the Asian top alcohol producer.2. Quality Management Process helps Guinnes Ghana Ltd to: Set Quality Targets to be met by your team Define how those quality targets will be measured Take the actions needed to measure quality Identify quality issues and improvements Report on the overall level of quality achieved . The drink business unit of Guinnes Ghana Ltd was among the first Asian organizations to be inducted into the prestigious Balanced Scorecard Hall of Fame. Customization process is followd by the company and giving preference to individual customer by providing the good quality product due to this according to recent research their customer increased by 20% in one year. Through maintaining the good quality Guinnes Ghana Ltd is registered under ISO. in recognition of its exemplary success with the model. and then progressing to sustainable growth. As the Learning Organization leaps from infancy to maturity. organizations across the globe are eager to employ “cutting-edge” tools for improving organizational efficiency and performance.2 Evaluate the success of existing quality management process in meeting an organizations overall strategic management objectives. . The focus was on achieving a turnaround. Performance management in operation. Within 0ne years of implementation.
it must be broken into key strategies. tying strategic goals to a strategic management plan and goal setting. so we must consider the steps before implementing the plan. To determine what the strategies should be. Service Quality. First of all we have to disclose the services quality that they are already giving to their customers then describe the alternative strategy that we can give to the customers.3. five areas must be assessed: • Customer loyalty and satisfaction • Costs related to poor quality of products or processes • Organization‟s culture • Business processes • Competitive benchmarking Suppose if we are going to improve the service quality of Guinnes Ghana Ltd . Guinnes Ghana Ltd organizations update their goals and identify new capabilities they may need on board.1 Plan a strategic quality change to improve organizational performance. Analyze that process and define all quality measures. To convert the vision into an achievable plan. . Analyze Service Process. Then we have to describe the service process that we are going to chose.
Monitoring and controlling. if there is any area still required change or development. change it and process it again to meet the standards.Establish a system. For instance if there are customer complaints regarding services so we can use CSS the customer support system to record and analyze the quality efficiency. Then monitor the accessed area for quality change through balance score card or benchmarking. Investigate the process. . Control the activities by continuous check. Then investigate the ongoing process continuously. Then establish a system through which we will control the quality system.
the investment portfolio of Guinnes Ghana Ltd depict its financial strength. Resourcing encompasses the deployment and manipulation of human resources. India's largest producer of alcohol said it would sell equity stakes in various subsidiaries as part of a plan to reduce the company's Rs 24. . organizing.2 Define resources. crafting a strategy and then implementing and executing the strategy. and controlling an organization (a group of one or more people or entities) or effort for the purpose of accomplishing a goal. Human Resources. resourcing. tools and systems to support business processes in a strategic quality change. capital reserves. leading or directing. shares and chain of products to chase the strategic quality changes. Management focuses on the entire organization from both a short and a long-term perspective. Management comprises planning. Resources The resources used in Guinnes Ghana Ltd to support the business processes in a strategic quality change are: Financial Resources. setting objectives. Guinnes Ghana Ltd is financially strong with its assets. Company is planning to sell about 10- 15% equity stake in its subsidiary.3. Moreover.000-crore debt. Management is the managerial process of forming a strategic vision.
partnership with vendors. Facts based decision making (statistical process control. The main purpose of Total Quality Management in organization is to: Customer Focus (customer driven standards. business process of Guinnes Ghana Ltd areas below: 1. suggestion scheme. Total Quality management. The vendors are penalized if rejection exceeds beyond the defined limits. reward Quality circles). Apart from rejection of regular drink some stations are identified as CTQ (Critical to Quality) Stage . Continuous efforts are made to reduce the cost of product in Guinnes Ghana Ltd . Continuous improvement (systematic measurement and focus on non conformance. Value Engineering. high quality. channel partners etc). Rejection of input parts received from vendors is very closely monitored in all the departments. design of experiments etc). 2. Employee orientation (Training. cross functional process management and continuous effort to improve standards).Tools The tools that can support the quality management.
Information about usage of products. Taking advice and suggestion from customer. . 7 days a week.Customer support system Our Customer Assistance Centre provides a wide range of customer services 24 hours a day. Product and Sales information. Provide customer assistance with in no time. Our Services Product sales information like alcohol is prohibited to sold under 18. Complaint handling with possible solution . Organizing ancillary suppliers support.
4 Design systems to monitor the implementation of a strategic quality change in an organization Design refers to the process of originating and developing a plan for a product. It is used for either the final planner the result of implementing that plan. Our Customer Service Representatives are available 24 hours a day. The plan provides a complete range of changes required in any department. 7 days a week. or component. process design. We have developed a culture of customer focus that has ensured that we are close to our customer‟s expectations.Perception vs expectations The Customer Assistance Center‟s biggest asset is its highly motivated team. Value engineering. system. Operations Department. The implication of proposed plan for services department has a wider implication apart from the services department. The above mentioned plan is suitable for service as well as operations department to increase the efficiency of operations in Guinnes Ghana Ltd . The proposed plan may be implemented on quality control because the complaints will be received will thoroughly checked and will also be transferred to quality department. It will decrease the ratio of complaints and will provide an atmosphere of trust from the side of customers. 3.3 Evaluate the wider implications of planed strategic quality change in an organization. There are four types of designs namely product design. structure. 3. layout design and network design. Quality Control. Product design is the idea . If there is a need to bring changes in product so by following the steps of this plan we can easily add value in the products.
testing and implementation of a product which can be physical. The interrelationship between the product/service design and process design has implications for the cost of production or operation. inseparability. and also in other industries. Technology is considered very important in product/process design. When the lessons learnt from a benchmarking exercise are applied appropriately. Benchmarking involves looking outward to examine how others achieve their performance levels and to understand the processes they use. It should reflect the volume and variety. cell layout and product layout. Be able to implement a strategic quality change in an organization 4. Benchmarking is the process of identifying "best practice" in relation to both products and the processes by which those products are created and delivered. Technologies are a broad concept of transforming the material and design it in a manner of present market need.1 implement a strategic quality change in an organization The strategic quality change implemented at Argos will be the introduction of benchmarking. Process design is very important in this type of business. object or a service. The layout design is physical location and the arrangement of transforming resources. The search for "best practice" can take place both inside a particular industry. process layout. The objective of benchmarking is to understand and evaluate the current position of a business or organization in relation to "best practice" and to identify areas and means of performance improvement.generation. For this Argos has got separate team for that which is process improvement team. The product and process design can overlap and in the cases of services this can be to a greater extent because of the service characteristics of intangibility. Application of benchmarking involves four key steps:(1) Understand in detail existing business processes(2) Analyze the . In this way benchmarking helps explain the processes behind excellent performance. Technology gives the idea to the designer about the present concept of product in the market. Argos is a process layout.e. and simultaneity. There are four basic types of layout design i. Whereas process design is a design of processes for desired physical or chemical transformation of a materials into a product. where transformed resources are put together for sale. It also helps to maintain the consistency of supply. fixed position layout.. Product/process technology is used to convert the resources into final product which is core product. concept development. The design starts at a conceptual level and ultimately ends in the form of fabrication and construction plans. If the process design fails the whole business is going to fail as well. Process design can be the design of new facilities or it can be the modification or expansion of existing facilities. they facilitate improved performance in critical functions within an organization or in key areas of the business environment. It helps to develop more advance products in such a way with improved quality.
It reflects attitudes and practices related to quality systems application. Speed and Simple‟. Attitude shows the outlook and thoughts from which the work habits emerge. Corporate culture is changing fast. office. There is a good communication between Argos management and . behaviors and habits operate as the ground rules and guidelines. sports and fitness. furniture and furnishings. sound & vision. Everyone is expected to move at much faster speed. Culture is defined as „the way we do things around here. Argos sells varieties of product from garden. As the culture of Argos offers plenty of products and services. goals and strategy are the guiding principles of a corporation and culture culminates from them. 4. Corporate culture is people in action. Culture is what employees do when no one is watching. toys& games. think and believe determines the culture. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. The way employees actually behave. gifts etc. Operational principles for the corporations are „Slim. Consistent talking and actions matters much. Quality maintenance is a method for ensuring that implements a product or service is effective and efficient with respect to the system and its performance.business processes of others(3) Compare own business performance with that of others analyzed (4) Implement the steps necessary to close the performance gap. personal care and bathroom. objectives and responsibilities and implement them by means such as quality control and quality improvements within a quality system. procedures. commitment.2 Embed a quality culture in an organization to ensure continuous monitoring and development Continuous improvement culture helps organizations to develop committed employees. collective attitude. baby and nursery. Culture is the basic pattern of shared beliefs. values. Quality management is focused not only on product quality. photography. mission. Building a continuous improvement requires a quality culture. pc & phones. kitchen and laundry. The products their offer it‟s almost covers all the section of daily and entertainment needs of present life. behaviors. Quality Management is all activities of the overall management function that determine the quality policy. delighted customers and build value added products and services. diy & leisure. but also the means to achieve it. Culture is the personality of the organization. jewelers& watches. Vision. Quality culture refers to the degree of awareness. video games. attitudes and assumptions acquired over time by members of an organization. It is a „walk the talk‟. Formal policies. The issues related to quality management in Argos are inconsistency in maintaining the quality of the product. and behavior of the organization with respect to quality.
plan. For policies and procedures. The Vice-Chancellor and President Overview‟s implementation of the Strategic Plan while specified senior staff overview implementation of tier 2 and operational plans. complementing major evaluative and other reviews within the quality system. structures. Corporate performance reports are provided regularly to Council and these are also available to the University community. policy. organizational approach or a plan from time to time. Be able to evaluate the outcomes of a strategic quality change in an organization 5. Program leaders and course coordinators have responsibility for over viewing the implementation of specific programs and courses consistent with the current accreditation and approval specifications. specific senior staff is assigned responsibility for implementation. course.1 Evaluate the outcomes of a strategic quality change in an organization Strategic quality change aligns the goals of the organization with the need to improve quality and customer satisfaction.Its operational strength lies in its strong workforce and a very strong operating team. course. procedure. The Council and committees within the University also monitor progress in implementation of plans at tiers one and two. the implementation phase of the quality system involves regular monitoring and reporting on that implementation.its customers. monitoring and reporting. monitoring and reporting in relation to individual goals and actions within each plan at tiers one to three. new developments and the like. The processes of the organization are re-defined to include efficiency and effectiveness at each step so as to ensure that quality is maintained throughout all the processes of the organization before the . Responsibility is assigned to specific senior staff for implementation. one member of the University staff is identified as having overall responsibility and being accountable for its implementation and for monitoring and reporting on progress.3 Monitor the implementation of a strategic quality change in an organization in addition to putting into practice various plans. For each program. 4. policy or procedure. . Monitoring of implementation may lead to revision. policies. amendment or adjustment of a program.
the business and its operating system need to employ good technology to create a unique market position and successfully compete against the other competitors. organizations need to get familiar with the methodology for the same and the different stages of strategic . Now as the world is running fast and it‟s getting very hard to forecast the future of any business. new technology. financial. The balanced scorecard is a strategic planning and management System that aligns business activities to the vision and strategy of the organization. a new economic environment.. and monitor organization performance against strategic goals. and then reassesses each strategy annually or quarterly to determine how it has been implemented and whether it has succeeded or needs replacement by a new strategy to meet changed circumstances.2 Recommend areas for improvement to a strategic quality change that align with organizational objectives An organization can implement a balanced scorecard in order to ensure that areas requiring improvement are dealt with. assesses its competitors and sets goals and strategies to meet all existing and potential competitors. or a new social.” 5. In order to achieve strategic quality management. or political environment. new competitors. this helps make an organization competitive and implementation of such a system will help sustain this competitive advantage as the organization satisfies the customer while efficiently managing its resources in order to eliminate tasks which either don‟t add value or are not cost effective.final product is produced. As Argos presently is not very well equipped with such facilities that can change the way the company replenishes the stock which can be one of the biggest problems in its operating system in the near future. The balances scorecard provides a framework that not only provides performance measurements. improve internal and external communications. Strategic quality change assists in increasing efficiency within an organization and eliminating wasteful tasks. “Strategic management is an ongoing process that evaluates and controls the business and the industries in which the company is involved. but helps planners identify what should be done and measured. Overall. Summary To achieve quality organizations need to follow some strategies and the main objective of strategies is to achieve operational effectiveness and competitive advantage. It enables executives to truly execute their strategies. It helps an organization better manage its resources by implementing a system of quality control that ensures cost effectiveness and expects that each of its products meet or exceed customer requirements.
org/wiki/Guinness_Brewery http://www.national.com/?Operations-Management-and-Its-Importance-in-BusinessToday&id=3635617 http://www. As Argos is such a big company dealing with plenty of products. If the stock is not maintained systematically the organization will lose its control over business.com/change-management-process.information-management-architect. best value and convenience.html/coverage/Africa:Ghana/mode/public http://ezinearticles.html http://thethrivingsmallbusiness.com/operations-management/operations-management-and-its-objectives/ http://www. Argos is being the only one of its kind of retailer which is very well known for variety of choice. the UK‟s leading home and general merchandise retailer. .guinness.wikipedia. Reference: http://en. it is very much essential to maintain and replenish stock properly.com/ci02014/Alcoholic-Drink.html . At the end of we can say that Argos is part of Home Retail Group.com/en/quality/changemgmt.management.com/ http://www.mbaknol.reportlinker.com/articles/seven-management-tools-for-quality-control/ http://www.
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