Operations and Service Management of Morrisons: Quality Management Standards, Technology and Support Functions

BM563 OPERATIONS AND
SERVICE MANAGEMENT

Table of Contents.
INTRODUCTION...........................................................................................................................3
Operation management practice of Morrisons.............................................................................3
How quality management standards impact the Morrisons efficiency........................................5
Evaluate how technology support Morrison's operation management........................................7
Presenting how support function help quoted firm’s operation management system.................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Operations management is the administration of business practice of an organisation
responsible for producing goods and services with a maximum efficiency which improves the
profitability. In other words, converting inputs into outputs i.e. labour, capital and information
with the help of transporting, storing and cutting to originate goods or services. The report will
describe one of the operation management practice i.e. quality management standards and
systems of Morrisons Company, founded in 1899 and started as Bradford market to one of the
UK's largest chain of supermarket. Further, the report will critically analyse the operation
management practice which impact the efficiency of Morrisons. The report will evaluate how
technology helped the firm's operation management. In the end, the report will elaborate the
supporting functions linked with the management practice which assist them to succeed.
Operation management practice of Morrisons
There are four practices in operations management namely quality management
standards, supply chain, purchasing & ordering policies and information management. In this
report, Morrisons quality management standards and systems would be discussed. In the modern
era, quality certification plays an important role for many international businesses. EU had
established ISO [International Organization for Standardization] certification in 1987. There are
two ISO certification: ISO 9000 and ISO 14000. While the first one is concerned with quality
management which suits to customer's expectation ensuring the products or services quality and
later one is related to reducing the catastrophic environmental effects by its operation. This
certification process is expensive and lengthy one (Audretsch and Belitski, 2020). Instead of
quality check of a product, it assesses the process from purchasing to training in the
management. ISO 9000 has five standards associated with this series.
In order to meet the better experience to the customer's of the quoted firm, quality can't
wait. Morrisons fulfil the required regulations for the safety and quality standards. In 2017, the
company completed the 9001:2015 certification which was strongly based on customer-oriented
approach, motivation & implication of top management and continuous improvement. It helped
the firm to put greater stress to engage leader, address opportunities and risks in a better way,
simplified terms & structure helpful for health and safety, manage supply chain effectively and
user-friendly services. The quoted company was first amongst competitors for registration
process which resulted them best-in-class and first-in-class in the eyes of the customers (Clark,