Business Processes: Quality Management, Project Success, and Techniques for Analysis and Enhancement

This report discusses quality management approaches of Unilever, compares them to Tesco, and appraises their effectiveness. It also covers KPIs, principles of effective project management, and techniques for business process analysis and enhancement such as Kaizen, 5S model, PDCA, Six Sigma, and situation analysis. The report includes a case study of Unilever, a British multinational consumer goods company.

Business Processes

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
1. Identifying and analysing the approaches to quality management undertaken by the chosen
organisation, comparing these approaches to other organisation and appraising the
effectiveness of the chosen organisation’s quality management................................................3
2. a) Discussing various approaches which helps in measuring project success........................6
2. b) Identify principles and examples of effective project management and discuss how these
can contribute to different elements or definitions of project success........................................7
3. a) Different techniques with which business processes might be analysed and enhanced.....8
3. b) Application of techniques within Unilever.......................................................................10
4. a) Opportunities for growth and innovation or any enhancements.......................................10
4. b) Implement plan to help organization in benefiting from the opportunities......................11
CONCLUSION .............................................................................................................................13
REFERNCES:................................................................................................................................14
Books and Journals:..................................................................................................................14

INTRODUCTION
Business process can be defined as the collection of the various tasks that are integrated
in order to deliver the final goods and services to the customers in the market. Quality
management should be considered most important because it helps the organisations to maintain
the desired level of excellence in the course of actions (Jafari-Sadeghi and et.al., 2020). Quality
management consists various approaches that facilitates the business organisations to serve the
best quality of goods and services in the market. For this report, Unilever has been undertaken
into account. It is a British multinational consumer goods company that is based in the London,
UK. This company was founded in 1929 by the Lever Brother and the Dutch Margarine. They
serve variety of products to their customers like food, minerals, tea, coffee, toothpaste etc. They
are one of the largest producer of the soap across the world. Quality management of the chosen
organisation will be discussed. Various types of principle of effective project management will
be analysed. Along with that different kinds of techniques will be evaluated that is practised in
the organisation. There will the discussion on the various aspects that can generate opportunities
in the market for the chosen organisation. At the end of the report, there will be the analysis of
the implementation plan that helps the organisation to grab the opportunities in the market.
TASK
1. Identifying and analysing the approaches to quality management undertaken by the chosen
organisation, comparing these approaches to other organisation and appraising the
effectiveness of the chosen organisation’s quality management
Various approaches of the Quality management
Quality management is a very important concept in the businesses that helps them to
maintain the quality and the features of the products or the services. This concept includes
various approaches that helps the business organisation to deliver the goods and the services
which can generate more values for the customers in the market. Various approaches of the
quality management are discussed below in relation to the Unilever:
 Just-in-time: This approach of the quality management means that organisation and the
business firms should orders the raw material and the goods from the suppliers when they
have the need of that (Hartley and Sawaya, 2019). It is one of the effective inventory
management strategy through which they managers of the company become able to

manage the raw material in an effective manner. This approach of the quality
management proves to be very beneficial for the organisation as it saves lots of inventory
costs. Through this approach of the quality management, mangers of the Unilever
company becomes effectively maintain the inventory at the workplace. Production
department of the company critically analyses the needs of the raw material and
according to that they but it from the suppliers. It helps the management department to
increase the efficiency at the workplace. Just in time approach is highly used by the
Unilever company as it helps them to maintain the quality at the workplace.
 Quality circles: It is a very effective quality management approach that means that the
organisations and the business firms should consider employees as the most valuable
assets of the business (Van Looy, 2019). This approach means that the employees are
given specific tasks in order to perform the job. While carrying out the responsibilities
and the duties of the job, sometimes they find problems and challenges. This approach
focuses on that the upper level of the company should identify,analyse and solve the
problem of the employees at the workplace by using innovative ideas. This should be
done because employees are the main part who converts the resources into the final
products and the services. Unilever improves the quality of their management by mainly
practising these factor. Leaders in the workplace critically analyses the actions of the
employees and focuses on to solve their problem if they face any while accomplishing the
goal of the business.
 New technology deployment: It is the most effective quality management approach that
means that the business organisation should update their technology before the existing
techniques of production becomes obsolete (Olga, Olga and Julia, 2019). In this type of
approach the management department of the company consider that they use the new
technology in the workplace in order to generate more productivity at the workplace. This
approach is highly used by the Unilever company as they regularly update their
techniques of production through which they produce quality goods and services in the
market.
Comparison of these approaches to TESCO
Basis Unilever Tesco
Just-in-time This approach of quality This approach is also used by

management is highly used in
the company because they deal
in variety of goods and
services and this approach
helps them to manage the
inventory in a effective
manner.
the Tesco brand as it facilitates
the managers of the company
to saves lots of cost in
managing the inventory.
Quality circles This approach helps the
company to improve the
quality of their management
by solving the problem of their
employees at the workplace.
Leaders of the organisation
sometimes faces difficulty in
effectively analysing the
problem of their employees in
the organisation.
New technology deployment Unilever produce goods and
services in the market by using
updated techniques of
production (Cardoni, Kiseleva
and Lombardi, 2020). They
focuses on to improve the
management's quality by using
effective and updated
technology through which they
can generate more productivity
at the workplace.
Management department of the
organisation practised this
approach as this facilitates
them to enhance the quality of
the products and the services.
This overall helps the
organisation to improve the
quality of their management
and also helps in generation of
more revenues in the future.
These approaches of the quality management is very beneficial for the Unilever company
as it facilitates them to enhance the management's quality (Pullonen and et.al., 2019).
Management department of the organisation practices the quality circle approach that facilitates
them to motivate the employees in the workplace. It proves to be the most effectively quality
management tool because through this they become able to generate more productivity at the
workplace.

2. a) Discussing various approaches which helps in measuring project success
Key performance indicators
KPI''s are the crucial elements of the business that organisation should use to measure the
performance in the market. These indicators helps in evaluating the overall success of the
organisation. Some of the KPI's are mentioned below in relation to the Unilever:
 Return on investment: It is one of the most important factor of the KPI that is used by
the organisation to check whether they are earning enough or not in the market. This KPI
helps in calculating the worth of the project and how much it is generating in the market.
In relation to the Unilever company they uses this indicator when they carries out a
particular project in the company (Frank and et.al., 2020). This indicator helps the
managers of the company to analyse the various projects in the workplace through
judging the returns it is generating on the investments. This indicator is used by the
Unilever company as through this came to know about the profitability that they are
generating from the various projects.
 Customer satisfaction: It is one of the major factor of the KPI that explains that the
customer will repeat to the organisation if they are satisfied with the products and the
services. This is generally used by the business organisation to check out that how much
their customers are happy and satisfied related to the products and the services they are
using. In relation to the Unilever they uses this indicator as it facilitates them to check the
satisfaction level of their customers in the market. This helps the the organisation to
improve their activities if the customers are not getting enough productivity from their
goods and the services. This helps the company to measure the project success by
analysing their customer's satisfaction in the marketplace.
Benchmarking
It is an effectively approach to analyse the performance of the project performance. This
means that to set the target and goals of the projects that have to be carried out in the
organisation. This types of approach is generally used by the organisations through which they
find the areas of the improvement. It is very beneficial approach for the business organisation
because it directly links the activities of the project with the outcomes that the project will be
generated in the future (Beetz and Riedl, 2019). This metrics is used by the Unilever managers
that helps them to find that the activities of the project is going as per the plan or not.

Employee satisfaction
It is also one one of the effective approach that is used by the business organisation to
analyse the success of a project. More engaged employees in the workplace generates more
productivity at the workplace. Employees are the most valuable assets that helps in achieving the
goals of the certain project in the workplace. Unilever leaders uses this approach and it facilitates
them to analyses the performance of their employees while carrying out the activities for a
certain project.
2. b) Identify principles and examples of effective project management and discuss how these
can contribute to different elements or definitions of project success
 Formal structure: This is very necessary for the business organisations that they should
build a structure in a formalised way and includes tools, processes etc. Business
organisation fails to accomplish the goal when there are no any proper structure is
followed in the workplace. In order to effectively carry out the activities of the project a
management should have project plan, proper project team. These activities helps the
management department of the companies to manage and successfully execute the
project.
 Project sponsor: A effective project sponsor is very much required to perform the
project and leads to the success of it. These people act as the spokesperson to the various
employees as well as the leaders who executes the project. Project sponsor facilitates the
team of the project to effectively communicate with each other in the workplace and also
helps the stakeholders to take effective decisions (Viriyasitavat and Bi, 2020). These are
the most important part of the in order to carry out the activities related to the project.
They help the employees if they face any difficulty in the organisation related to the
duties they have assigned.
 Jobs and responsibilities : This principles of the project management explains that the
upper level of the project management should effectively distribute the roles and the
responsibilities to each and every employee (Eder, Franceschetti and Köpke, 2019). In
relation to the project management, concept of the RACI or RASCI is used that means R
= responsibilities, A= accountable, S= sing of authority, C= consulted and the I=
involved. Each member of the team is assigned one letter according to their capabilities.

Through effectively distribution of the roles and the duties employees generates more
productivity in order to carry out the work related to the project.
3. a) Different techniques with which business processes might be analysed and enhanced.
Despite the common objectives, each tactic adapts to another. Some systems concentrates
on getting the work-culture at the right place or some concentrate on lean cycling development
techniques to evaluate the improvement (Benallal and et.al., 2020). In context to Unilever, there
are also techniques to support business plan certain work processes. Some of them are as
follows:
 Kaizen: It helps in promoting the continuous enhancement with a strong emphasis on
light and slim habits. It is about evolving quality, capacity and profitability through small
movements in regular operations or work culture to prepare an environment that does not
cull mistakes, rather it looks to prevent them from happening again.
 5S model: It is essential to lean's strategies and Kaizen strategies and shows five general
enhancements such as aligning, brightening, repairing, maintaining and customizing. The
5S model gives higher consistency in managing progress and can alter measurement
enhancements.
 PDCA: This is portion of Kaizen's approach in which it shows design, producing,
control as well as action. It supports society to be more expeditious in distinguishing
measures that require enhancements. At prior, the problem is differentiated (plan), makes
and execute the plan (do), measure the information for feasibility (confirm) and then
record the ultimate outcomes and modify the configuration if necessary e-fertile (action).
 Six Sigma: It is a popular cycling development solution that takes workers through
assigned and organised jobs utilising their karate belts. One initiate as a green belt and
become acquainted with the path to a dark belt. This technique covers two various kinds
of abstracted interaction development through certain progression. This technique
involve character, measurement, decomposition, development as well as control
(DMAIC), together with character, measurement, analysis, design and control (Camargo,
Dumas and González-Rojas, 2019).
 Situation analysis and logical outcomes: It is developed by Six Sigma is cause and
effect analysis which shows utilisation of explanatory technique to solve issues by

distinguishing the problem, analysing roadblocks and recognizing the reason for which
interaction does not work.
 SIPOC analysis: As a board design that comes within the six sigma concept, SIPOC
analysis at the “measurement” level of DMAIC and DMADV. It helps business in
knowing and setting an interactive project and recognising the resources as well as prime
components before beginning.
 Total Quality Management: By targeting to enhance slow performance through
customer loyalty, total quality management supports organization excite the whole
company to create sustainable interactions. It is a concept that commits workers to create
a culture where producers are uneager to make mistakes and lead towards to shared
objectives. Value stream mapping: VSM supports organizations address the perceptions of
consumers of a business circle, which differs an estimate of a target, interaction or
administration for the company. Like various systems, it depends on overcrowding,
waste disposal, being comparatively cramped as anticipated.
Robotic work in enhancing the measurement:
As the least enviable approach may be to evolve measures to restrict manual labour and
restrict the errors of human, equipment possesses a significant role in developing the degree.
Employing interaction supports society comprehend where they require to enhance and what fills
them correctly.
Mechanical interaction automation (RPA) is an interesting issue in robotisation and
companies have employed training for the smoother steps (Côrte-Real, Ruivo and Oliveira,
2020). Enable society to copy human work for the tasks or measures covered in the complicated
process. Computing pass off through a order of decisions and motivators that limit the
requirement for hard work in certain parts of the interaction and let RPA to do what ma has
recently worked.
Some automation process developments with RPA cover computer online application, e-
mail feedback, workplace ticket sorting, action funding and information transfer between frames.
This not only boost the productivity level around the industry scope, but also promoted the area
with proficient to concentrate on slower specifications that technology cannot trade with.

3. b) Application of techniques within Unilever.
TQM visualises the organization as a range of hoop. The main purpose of TQM is “ do
the right things at the right time, without fail”. Currently, TQM is taken as non-specific
administrative instrument as suitable in aid and companies. There are various streams of growth
with various areas making their own forms from the day-to-day suppliers.
TQM is mainly regarded with continuous improvement that brings everything together to
work from bendable level conformation as well as critical dynamics, to the performance of work
in the business (Filipov and et.al., 2020). It increases from the perception that errors can be
pulled and flawlessness can be shown. It promoted the development of results, as an entire part
of the work, giving credit to the ongoing development of skills, innovation, individuals as well as
machine work.
The initial step in TQM performance deals with the examination of Unilever's current
reality. Vital prerequisites must associate to the business's set of experiences, peak times that
enhances TQM and the present representative nature of working life. If the existing situation
rules out the pre-orders, the exploitation of TQM should be interrupted so that the business is in a
position where TQM is possibly successful. On the off chance, the chosen organization does not
have a history of strong influences to the environment and on the off chance that it has had no
option but to alter the work when it is required, TQM will be simple to use. If the organization
has been truly respondent and doesn't have the competency to enhance its executives, it will be
both emblematic as well as talent alter experts. If this happening succeed, then a complete
program of administrative promotion can be began (Janssenswillen and et.al., 2019).
Administrative review is a reasonable classification tool for differing existing levels of
classification activity while areas required to be changed. The business should be organized
before the start of the TQM. Provided the lack of significant problems such as powerless, a lack
of administrative capacity, fragile or an unassisted spirit of representation, total quality
management would not be appropriate.
4. a) Opportunities for growth and innovation or any enhancements.
There will be various opportunities for Unilever after utilising TQM methods:
 Cost reduction and increase profitability: TQM supports limits the total quality
expenditure. In simple words, it intends to make superior quality goods and services so

that no extra costs are borne ulterior. Unilever exploits TQM to limit the manufacturing
costs to save billions of pounds.
 Improved productivity: Unilever provides superior quality resources, excellent
technology and high end infrastructure- all of which are helpful in inspiring workers.
With enhanced standards of work and improved working conditions, workers are
encouraged to increase their output (Kunc and O’brien, 2019).
 Improved innovation process: TQM covers a research stage. Company gathers
information about various challenges or issues to make effective measures. Also,
business rely on various tactics to get to the root of issue. For instance, Unilever often
exploit A/B testing method to differentiate two versions of the same tactic and implement
the one that makes better outcomes.
 Continual improvement: TQM tools such as progress trackers support company
monitor their worker's performance at al the times. There are internal and external
benefits from ongoing enhancement (Mikheev and et.al., 2019). External benefits include
better product quality, productivity, advanced market share. Internal benefits cover
increased job satisfaction, effective team work and better workplace culture.
 Effective communication: TQM techniques push employees to support and collaborate
each other for the higher benefits of a company. Increased team work and cross-
functional collaboration efficient everyone to strive for ongoing enhancement. For
example, clear communication allows a production chain that runs broadloom as every
person is on the same page.
 Focus on customer requirements: In current market, customers need and anticipate
perfect products and services with zero defects. Paying attention on the needs of
consumer is vital to long term survival and most importantly for the purpose to make
relationships with customers. People make dealings on the basis of emotions.
Competitors will always be a challenge. Maintaining the relationships healthier by
making customers happy and close will help in overcoming the challenge, Unilever needs
to ensure the precise needs of all consumers are listed and comprehended by everyone
that touches the account.
4. b) Implement plan to help organization in benefiting from the opportunities.
Steps of implementing the plan of TQM to grab the opportunities:

 Clarify vision, mission and values: Employees are require to know how and what they
do is tied to business tactic and targets. Workers should comprehend where the business
is headed, what it hopes to achieve (mission) and the principles of operations that is
values that will steer its priorities as well as decision-making.
 Identify critical success factors: Critical success factors support a company on those
things that aid it fulfil the tactics and move a little closer to attain its mission (Queiroz
and et.al., 2020). In context to Unilever, customer satisfaction, employee satisfaction,
product quality are some CSF through they can measure the success of company.
 Develop measures and metrics to track CSF data: In context to Unilever, if the
objectives is to boost the customer satisfaction survey levels, there should an objective
and calculate to show the attainment of that objective.
 Identify the key customers groups: Every company has its own customer base. Those
company which understand the key customer groups are can make goods and services
based on their demands and need. In addition to Unilever, they should understand
employees as a key to the group of customers.
 Solicit customer feedback: The only way for the company to understand how well they
are meeting customer needs is by merely asking the interrogation. Make a structured
process to request feedback from each of the customer group to know which is vital to
company.
 Develop a survey tool: Suppose customers might care about the quality of product or
service rather than its costs. If products restricting the quality, then the company might
creating good that might not satisfy the demands of customers. In respect of Unilever,
they must create a balance between quality and cost.
 Survey each customer group: Develop a personalised survey for each consumer group.
This survey will aid to establish base line information on the consumer's idea of
incumbent practice. For example, an employee satisfaction survey may offer vision into
what advantage workers measure they may lead to possession (Savchuk and Kirsta,
2019).
 Develop an improvement plan: This plan should be based on SMART objectives to
certain employees for follow through.

 Resurvey to see if its working: Employ a enhancement plan and offer customers time to
notice those modifications. After certain time, resurvey main customer base to know if
levels have enhanced or not.
 Monitor CSF: Monitor crucial survey factors makes sure there is frequent growth
towards the goal achievement. It allows chosen organisation to take correct course of
action after reviewing the period.
 Incorporate satisfaction data into marketing plans: Once the company attained the
desired outcomes with satisfaction information, utilise it as a tool of marketing (Zhang,
Yang and Su, 2020). Unilever can try to employ to top talented people, advertise high
employee satisfaction levels to show the commitment to worker satisfaction.
 Maintain current technology: Unilever needs to utilise user-friendly technology that
aids in targeted enhancements. Unilever should improve their website so that users can
easily be navigated.
CONCLUSION
From the above report it has been analysed that quality management is an approach that
helps the organisation to improve the activities of their performance. In above report, principles
of the effective management have been discussed. Various kinds of techniques have been
discussed that is practises in the organisation. Different kinds of aspect have been undertaken
that organisation can uses to grab opportunities in the market. At the end of the report,
implementation plan have been undertaken in relation to the chosen organisation.

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