Operation and Service Management in Tesco

This report discusses the operation and service management practices in Tesco, focusing on the use of Total Quality Management (TQM) to enhance efficiency and customer satisfaction. It also explores the influence of TQM principles on operations and performance, as well as the technology embedded in the process. The report highlights the importance of effective operation management in achieving organizational goals and expanding business.

OPERATION AND
SERVICE MANAGMENT

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Operation management practice in Tesco........................................................................................3
Total Quality Management..........................................................................................................3
Influence of TQM: -.........................................................................................................................5
Technology embedded in this process.............................................................................................6
Function linked to Operation Management practice.......................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Operation management refers to administration of the businesses practices which creates
the highest level of efficiency possible in work culture of organization. Tesco is one of the
largest retailer in retail industry of United Kingdom and also rising firm with greater share in
domestic market of England. Report will discuss operation and service management of Tesco. It
also discuss theories and concept related to operation and service management. Total quality
management use in report which will explains ways in which efficiency, quality and productivity
of the work increases and also show impact of TQM. Report also describe about the way
technology embedded in the process. (Daradkeh,2018).
MAIN BODY
Operation management practice in Tesco
There are various kinds of day to day operation which organization perform such as
quality management, supply chain management, facilities and production planning, supply chain
management etc. This operation contributes in proper functioning of firm. Tesco perform various
kinds of operation effectively to increase quality, efficiency and productivity of work and hence
achieve higher goals. It results on increasing customer satisfaction level and hence helps in
expansion of business. Total Quality Management operation is important practice and discussed
in detailed below.
 Operation management refer to as process in which designing and controlling of
production is done.
 Operation management define as a procedure in which planning, organizing and
supervising for production and management is accomplished.
 Operation management can be termed as a management process that converts good and
services for customer use.
 Operation management is the function of organization which supports it in process of
creation of goods and services.
 Operation management refer to systematic analyse and control of various activities which
finally produce product and services for the customers.
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Tesco is one of the rising retail industry in British market and have a large market share.
It started business from UK and make presence in multiple counties. It provides different kind of
products such as grocery items, furniture, electronic etc in its store as well as on online platform.
Operation management play important role in delivery of services and products of Tesco
to customer on time and hence increase their satisfaction level. Organization use TQM to
enhance quality of product and it also reduces error in the process of production and
development of the product. It helps organization in multi-way and increase customer
satisfaction level such as process with high quality contribute in higher quality of goods.
Total Quality Management
Total quality management approach mainly focuses on achievement of customer
satisfaction level, by delivering quality product to them. In this function, such as R&D,
Production and Marketing are combined to analyse products demand and required changes and
hence able to provide best quality product to customer (Modgil, and Sharma, 2016). It uses
strategy, data and communication to increase quality level of product and work in organization.
There are various principles of TQM such as Total employee involvement,Process-cantered,
Integrated System, Strategic and Systematic Approach, Continual Improvement, Fact based
Decision Making and Communication.
Principles of TQM are given below.
Quality assurance can be explained as acceptance or remark on product or service which
helps in achieving confidence of customers. Tesco use four stages for quality assurance, namely
plan, do, check and act. In Plan company set targets for objective which has to be achieved and
ways in which high quality product can be delivered. In do, organization focus on development
and testing of the product and services in the process. In next stage Tesco monitor the process
whether it is running properly or not. End stage company take action necessary for enhance the
quality of product.
Quality control focus on maintaining or checking the quality of product and services to
analyse whether its meeting standard or requirement of organization. Tesco use quality control
process to deliver best product and services to consumers and hence increase their satisfaction
level.
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Total employee involvement:
Using this principle, leaders in Tesco encourage creativity, innovation and team
participation to increase quality and for sustainable development of product. Company provides,
incentives, rewards etc. to increase employees' involvement at work place and on the hand it
impacts on personal growth of the employees.
Process-cantered
Process refers to as take raw material from supplier and converts into product and finally
sells them to product. Tesco apply this principle to make changes according to feedback by
customer's and employees and hence are able to provide better quality product to the consumers
and increase customer satisfaction level.
Integrated System:
Under this principle, different functions of organization are interconnected to improve
quality of product. All workforce, management and senior of Tesco collaborate to understand
quality standards, processes and business policies, for generating best quality of product (Zhang,
Wang and Lin, 2019).
Strategic and Systematic Approach:
Using this principle, strategy for developing and improving product quality is made, in
terms of providing training, updating technology and improvement in operations. For example,
taking feedback from customer, competitor product etc. are consider and according to that
production and R&D team work to quality product which can increase customer satisfaction
level. This enable Tesco in developing new product in systematic way.
Continual Improvement:
Continual improvement in product with better quality hence the organization to attract
large number of customer and market share. In this Tesco make continuous improvement by
eliminating errors during the process.
Fact based Decision Making:
Tesco has to focus on fact based decision making, in this company record and analytical
actual data with the help of various functions. For example marketing team provide exact
recorded data and report to R&D and Production and hence this team make needful changes to
improve quality and increase customer satisfaction level.
Communication:
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Communication plays important role in growth of the organization and it also helps in
quality management; for example better report and data can easily be understand by production
and R&D team and hence able to make required changes.
Influence of TQM: -
-Concept of TQM approach and its principles influences operations and performance of
Tesco in following way –
11 Reduction in Errors:- TQM helps in finding out errors within the process and
eliminating it by taking effective measures. Also, different standards are used to maintain
quality of product and services within overall operation. In this way, it leads to increase
in efficiency of Tesco.11 Knowledge and process management; - knowledge and process management ensue that
employees should obtain timely reliable, accurate, consistent and accurate data &
information as they are doing their job in effective way and effectively in firm, this is the
only way and expect benefits of TQM in company can achieve in its practices.
Knowledge and process is one of most important part of TQM which can influence
working of employee in company and can affect objectives also. TQM gives data of
process where improvement is required this enables in obtaining real time data by
employees.11 Supplier relationship: - Supplier relationship refer to relation of supplier with company.
Due to high level of competition in market of retail sector is focusing in supplier as it's
important to company to have a good bond with supplier so that supply of material does
not affect in such a high competition market its important for Tesco to make the best
relation with supplier to make best working in competition market and Tesco is trying
hard to make supplier in their hand and work easier in market where competition is
increasing day by day. TQM process focus on supplier to maintain quality of product and
services. In this data from supplier is taking into consideration before starting the process
in Tesco and hence Best quality input support in providing higher quality product to
customers. Because of this reason organization consider in the process.11 Strategic Quality Planning:- SQP adds vision, mission, and values of the Tesco. It is
constructed by considering quality concept. Employees efforts are placed in making the
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vision, mission, strategies, and objectives. It provides acceptance and support of SQP by
the workers. It also considers environment effects in a making Strategic quality planning
and also it improves good will of the firm.
Technology embedded in this process
Machine learning is important in Tesco since the company is spending a lot on the
technological aspect so that there is going to be better performance. It is very important for
Tesco to get this factor so that their investment is going to be used wisely and not being misused
which is going to make the company have a lot of negative impact. Tesco has developed a
standard for themselves in the market for the services and products which Tesco is dealing in
therefore it are very essential for the company to be able to maintain this factor (Fahimnia and
et.al., 2019). Employees are not in favour of the changes which come in the organization since
they are used to the old methods and strategies which have been using from a long time but the
market is shifting and so will the employees have to move accordingly in the market. There are a
lot of changes which have come in technological aspect in the market which have to be adapted
by businesses so that they can operate effectively in the market. The competition in the market is
also increasing in the retail industry which will have to be which is why using the right
technology is going to make the company be able to operate and function effectively in the
market. Tesco is having a strong management and leaders in the company which is why the
employees are well motivated from time to time so that they can adopt the changes effectively in
the market. The needs and demands of the customers are shifting and it is very essential for
Tesco to be able to match up to them so that the company will be able to operate smoothly in the
market. Technology gets the errors in the organization lesser and that can be a great advantage
for the organizations long run and competitive advantage in the market. Operation management
has to be well maintained in the organization so that there is going to be a better reputation which
the organization can have in the market. There is going to be a better planning and a direction is
going to be provided to the employees of the organization because of this factor so that the
company will be able to gain competitive advantage. The employees have to be trained to be able
to use this operational management effectively which is going to make the sense of direction
better and the company will be able to benefit from it very effectively and faster.
There is a use of good information technology being used in Tesco which is the best up
gradation which the company has come up with which can make the functioning and direction in
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organization more effective. This is good because there is no time for meetings and finding
methods to communicate to all the employees effectively and on time and using this technology
has made the employees gain the trust in the company more. There is a sense of transparency
which is present in Tesco which is very good for the internal working of the company and the
effects are visible over all. The company has been able to increase the sales and match the
demands of the customers on time which is making the brand recognition of the company
increase in the market. The company is going to find it easier for the objectives and goals to be
achieved very easily and faster which is good because there are a lot of competitors who are
taking away the market share from Tesco. Any change or any decision which is being taken by
the management of Tesco, are available for the employees by this technology on time so that
they are up to date and that is going to make the functioning and operations even better. There
have been incidents in the past where the company has faced a major problem because of the
lack of communication and a lot of customers were unsatisfied with the products and services as
well because the organization was not able to operate effectively in the market (Engelsberger and
Greiner, 2018). Using this information technology is going to make the operation management
even more effective for a long run and the company will be able to make the customers more
satisfied and the profitability and sales are going to improve.
Function linked to Operation Management practice
There are various kind of function related to quality for example marketing, R&D and
production and collectively contribute to increase customer satisfaction level and hence attract
large number of customers.
Research and Development:
Research and development department of the organization take data and report from
marketing team regarding quality of the product, competitor’s goods, customer feedback etc.
This data is analysed by quality team and make changes with innovation to improve quality.
R&D team also focus on innovation and creativity of product and focus on sustainable
development of product. Tesco R&D team develop and improve quality of product with
innovation and hence able to attract large number of customers and increase market share. It is
linked with TQM as it provide new process to maintain quality of the product.
Production:
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Production also plays important role in organization growth. Tesco’s production
department analyse report given by marketing to maintain quality of product with quantity
(Fatricia, 2017). Company is technological advance hence product quality is improved and
developed by proper training and development of employees. This increase efficiency, quality
and productivity of the organization and support in market expansion. It also increases customer
satisfaction level by providing high quality product. TQM consist of several standards of quality
that is applied in production of product which enable in maintaining quality.
Quality control focus on maintaining or checking the quality of product and services to analyse
whether its meeting standard or requirement of organization. Tesco use quality control process to
deliver best product and services to consumers and hence increase their satisfaction level.
CONCLUSION
It can be summarised that effective use of operations and service management can
contribute in growth of the organization. Tesco perform various perform various operations in
day to day activities which improves its services and increase customer satisfaction level. Report
discuss about TQM concept and its contribution in operation management of the firm for
example quality control helps in providing better product to customers. From the report can be
concludes importance of operation and service management of Tesco and factors by which
company is improving their operation to make best of goods and services for customer and
increase profit margin for company growth. There are multiple impact of Total quality
management on employees for example it reduce the errors in operation and services. It also
disucss technology embedded in TQM process such as machine learning to increase the output of
the firm. Report also describe various function which are associated with operation management
services such as research and development which enhance quality of product and services (Lee
and Tang, 2018).
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REFERENCES
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business enterprises: the effects of information quality, system quality, and analysis
quality. In Operations and Service Management: Concepts, Methodologies, Tools, and
Applications (pp. 1096-1118). IGI Global.
Engelsberger, M. and Greiner, T., 2018. Dynamic reconfiguration of service-oriented resources
in cyber–physical production systems by a process-independent approach with multiple
criteria and multiple resource management operations. Future Generation Computer
Systems. 88. pp.424-441.
Fahimnia, B and et.al., 2019. Behavioral operations and supply chain management–a review and
literature mapping. Decision Sciences. 50(6). pp.1127-1183.
Lee, H.L. and Tang, C.S., 2018. Socially and environmentally responsible value chain
innovations: New operations management research opportunities. Management
Science. 64(3). pp.983-996.
Walthers, B and et.al., 2020. Identifying clusters for service management operations. U.S. Patent
10,685,359.
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