Service Quality vs Total Quality Management: A Case Study of Liberty London Store

This article discusses the difference between service quality and total quality management and how Liberty London Store can apply the approaches to improve its supply chain and operational activities. It also explores the risk to the supply chain in global conditions and long-term improvements for environmental sustainability.

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MAIN BODY
Question 1
Difference between service quality and total quality management
It is very important to management the services of the business organisation in order to
achieve the profits within the business enterprise. The service quality management is related to
the managing the quality of the products services which is very important in order to make
ensure about meeting of the requirements of the customers and achieving the goals and
objectives of the business organisation. It is very important for the company to measure its
product line in order to achieve success and growth and also minimise the cost of the production.
In context of liberty Retail Ltd. Where it is important for the company to manage its its cost of
production. The service quality management is basically related to the managing of services in
the best possible way. This will help the organisation in improving the quality of products in
future. This is also related to identifying the problems which is been faced by the operation team
while producing the goods. The service management is basically maintenance and monitoring
the varied services which are offered to the customers by an business organisation.
Total quality management- The total quality management is a continuous process of
detecting and eliminating the errors which is been made while producing the products or services
within the business organisation. This is related to the managing the supply chain management
within the business organisation. The total quality management focus on the improving overall
perforce of the business organisation by providing the best customer experience. This is the
measurable technique which can be used by the organisation in order to produce the best services
according to the customer needs and requirements. This is the approach which is helpful for the
companies in order to be effective and efficient in serving to the customers. In context of the
Liberty retail Ltd. The company can make use of this approach in order to improve the quality of
the products to attract customers.
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Provide an example from the Liberty London store of how one of these two approaches is
applied.
It is been identified that the two approaches which is discusser in context of the
operational management within the business organisation. The liberty London store can focus on
total quality management approach in order to improve on the services which is been offered by
the business organisation. This is the most appropriate approach for the company in order to
achieve success and growth. Also this focus on achieving the objectives of the business
organisation. The total quality management has several important which can help the
organisation in meeting the customers expectations. As total quality management is the approach
is is customer focused and it concentrates on the improving business suboperations of the
company. It is very important for the Liberty London store to improve the quality of the services
in order tyo maintain the trust of the customers towards the brand and the quality of the products
which is been provided by the business enterprise. This is the approach which is useful for the
company and will help in managing its supply chain and operational activities in order to
improve the quality of the products been produced by the business organisation. This is the
method which helps in eliminating the errors which occur at the time of the production and this
is the process of rectifying to the mistakes which done in the previous rime.
Explain the appropriateness of the approach taken, what it takes to do, what it should
deliver and suggest how it could be improved following the selected approach.
The selected approach for the Liberty London store is the most suitable and help the
company is various aspects. This is the approach which is most suitable for the company in order
to bring the effectiveness within the business organisation. The total quality management is the
process of measuring the errors which can be eliminated in order to produce the best services.
This is also related to the quality of the products or services. This is a important aspect which
need to be measured by the company in order to bring a successful and maintain the customer
loyalty within the brand. In order to apply this approach the management of the operation
department need to look for managing the required inventory within the workplace or the
department. The total quality management also measures the various units which is been
produced and how much is been eliminated. Also this focus ion the repairing of the machines
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and reducing the cost of production by elimination to the errors while producing. The quality of
the products can be maintained by improving the management within the business enterprise.
This is the approach which can help the Liberty London store in order to improver its operational
activities and further this can help in attaining the customer experience. This is the important
aspect which need to be considered by the management.
Create map of the supply chain to import products
Supply chain map defined as gathering information about company's suppliers and people
who work in the supply chain for creating a global map of the supply network. This information
may be help in single data platform for an ease and to facilitating analysis. In context of the
Liberty London's Regent Street Sore, there are five stages in supply chain mapping which are
mentioned below:
 Plan- It involve wide range of the activities, Liberty London's Regent Street Sore must
first decide on their operations strategy. In this, respective firm try to match the supply
with an aggregate demand by developing course of the action by using analytics. It also
include mapping out network of the manufacturing facilities and warehouse, determining
levels of producing and also specifying the flows between sites.
 Source- When the sources have been vetted, organisation must negotiate the contract and
then schedule deliveries. Liberty London's Regent Street Sore should assess the suppliers
performance and then payment to their suppliers when appropriate. Its suppliers need to
fulfil certain standard fixed by Liberty London's Regent Street Sore.
 Make- In supply chain mapping, this stages concerned with scheduling for the
production activities, packing and releasing. Liberty London's Regent Street Sore must
also manage the rules for their performance, data which must be stored and regulatory
compliance.
 Deliver- It encompasses al steps from processing the customer inquiries in order to select
the distribution strategies and the transportation option. Liberty London's Regent Street
Sore must manage the warehousing and inventory for a services provider for managing
these task for them.
 Return- This stage is associated with the managing all return of the defective products.
In relation to Liberty London's Regent Street Sore, it is an essential element of the supply
chain that minimize the potential deterioration for the relationship with its customers.
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Risk to the Liberty London's Regent Street Store's supply chain in global condition
 Extreme weather events- It represent, most significant risk to the ocean freight on
globe. In relation to Liberty London's Regent Street Store's, climate changes indicates a
tropical storm threat for it.
 Connectivity- Global supply chain risk exits within connectivity of the today's system. In
relation to Liberty London's Regent Street Store's system can be integrated integration,
open source software and modification of the system increase risk.
 Cyber attacks- It is a predominant risk in this modern supply chain management. In
context of Liberty London's Regent Street Store's, there is risk of cyber attack as it also
becoming a dangerous weapon for the terrorist, government and agency could be working
to undermine company's digital footprint.
Long term improvement to the supply chain with the purpose of becoming environmentally
sustainable
 The supply chain can be improved by major changes. In relation to Liberty London's
Regent Street Store's , it should reduce the waste by simplifying its supply chain process.
The company should ensure that all reclaimed products adhere to an appropriate ISO
standard and also avoid unnecessary disposal of the waste that could be recycled.
 Company should ensure ethical sourcing by introducing the transparency as Supply chain
manager of respective company need visibility into haw the suppliers produce the raw
material for ensuring that they are following a sustainability standards.
 Liberty London's Regent Street Store's should fully utilize the containers and
transportation to consolidate the shipment. It make most efficient use of the assets and
reducing amount of the greenhouses gases generate per unit of the cargo.
Operational plan
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It is very important for the Liberty London store to make a operational plan in order to
achieve the goals and objectives and be a successful in achieving the profits. There are various
aspects which are considered in making a operational plan which are discussed below:
Goal and objectives – This is an important aspect which need to be created by the
operational management in order to achieve the target market. The objective and goals of the
operation management can be reduction is the cost of production, minimizing the errors within
the production, improving the quality of services and marinating the quality with the cost.
Production process - After creating the goals and objectives it is very important for the
management to strategically think of the process which need to be adopted by the business
organisation. There are various aspect which includes in the production process such as how the
resources will be collected and in which manner the products will be produced. This also
includes the equipments and the technology which will be used by the business organisation. The
management also need to focus on the cost of the budget which is been analysed while using the
production process for the business enterprise. In addition to this this also includes the planning
of the location where the employees will be conducting the operations. The working hours of the
employees within the business organisation.
Timeline- This is the next step which is important for the Liberty London store to
evaluate the timeline for achieving the goals and objectives of the business organization. This is
been the most important in order to achieve within the limited time frame. The operation
management should focus on improving the quality of services within the 1 year. This is the
most important for the engagement in order to increase the productivity and increase the
efficiency within the employees by setting the time frame for the business organisation. This will
also includes the various aspect such as setting the financial analysis for achieving the goals and
objectives. This is very important for the Liberty London store to measure the various aspect in
order to improve the performance within the operations and increase the efficiency of the
employees to attain the customer satisfaction.
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