Impact of Total Quality Management Practices on Customer Retention and Satisfaction: A Study on Tesco Plc

FOUNDATION PROJECT

Table of Contents
PROJECT TOPIC............................................................................................................................3
INTRODUCTION...........................................................................................................................3
Background of Research..............................................................................................................3
Aims and Objectives....................................................................................................................3
Research Question.......................................................................................................................4
LITERATURE REVIEW.................................................................................................................4
RESEARCH METHADOLOGY....................................................................................................5
Research Type.............................................................................................................................5
Research Approach......................................................................................................................6
Research Philosophy....................................................................................................................6
Sampling......................................................................................................................................6
Reliability and Validity................................................................................................................6
Data Collection............................................................................................................................7
Data Analysis...............................................................................................................................7
Research Limitation.....................................................................................................................7
Ethical consideration...................................................................................................................7
PROPOSED ANALYSIS................................................................................................................7
REFLECTIVE ESSAY....................................................................................................................8
GANTT CHART..............................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Background of Research
Total Quality Management practices plays crucial role in attracting the new customers
along with the retaining the existing customers by providing them high quality products and
services. If the companies are able to satisfy its customer than it would directly result into the
increase in the customers loyalty towards the company brand. Tesco Plc. is a retail sector located
in UK provides the groceries and general merchandised products to their local and international
customers. Their main purpose and objective of the organization is to provide the high-quality
products to their customers at standard prices so that they customers satisfaction level and
customers base will increase. Tesco has its operation in 13 countries and it is just because of their
quality of the products and their behaviour towards the customers. The company offers the
products based on the taste and preferences of the customers and also on the basis of the current
trends. The total quality management practices further help the business in gaining the new ideas
and thoughts which improves their customers satisfaction and retention level. The overall impact
of the TQM practices adoption is that the company profit margin will get increase even at this
covid-19 situation (Thury and Bossart, 2021).
Aims and Objectives
Aims:
 To analyse the impact of total quality management (TQM) practices on customer
retention and satisfaction. A study on Tesco Plc.
Objectives:
 To understand the concept of TQM.
 To evaluate different practices and methods of TQM available to the Tesco company in
order to implement within the organization.
 To ascertain the impact of the TQM practices over the business objective of customer
retention and satisfaction.
 To provide suitable recommendation to the company so that they can overcome the
challenges related to customer retention and satisfaction.

Research Question
Q.1. What is the concept of total quality management?
Q.2. What are the different methods and practices of TQM which help in customer retention?
Q.3. What is the impact of TQM practices on the company’s customers satisfaction objectives?
Q.4. What are the different corrective measures recommended to the company in order to
overcome the challenges of customer satisfaction and retention?
LITERATURE REVIEW
As per the view of O'donoghue (2017), it has been defined as the concept of which helps
in order to drawn the attention from all the individuals and is being utilised in each and every
organization for the purpose of profit as well as non-profits. It helps in order to adopt quality
management techniques in order to create quality awareness and changes which are required
within the employees of the organization in order to achieve success. Companies now a day’s
adopts, understand and promote total quality management practices into their working because of
the drastic changes taking place in the global economy, changing within the market conditions
and consumer expectations from the organizations which thus create competition pressure on
firms in order to perform better than their competitors. It is basically a strategic approach in
order to produce the best quality of products and services offered by the firm through
involvement of continuous innovative actions.
On the other hand, Godinho Filho and et.al. (2020), states that implementation of total quality
management system within the organization requires wide-ranging training of workforce and
these requires some amount of time in order to adopt within their day to day work routine. It is
also an expensive activity in order to implement within the firm because it consists of additional
training expenses, group expansion costs, infrastructure development costs and counsellor fees as
well.
Kirchherr and Charles (2018), describe in their study that total quality management
practices followed in order to ensure the largest level of consumer satisfaction in their offered
goods and services. It is a kind of practice that has been led by top management people with the
involvement of all the members of each department as it is a continuous procedure and requires
constant changes within the organization in order to sustain and maintain effective quality of
goods. The procedure includes leadership skills in order to satisfy desires of all the consumers.