Operations and Management assignment : Amazon
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Added on 2021-01-02
Operations and Management assignment : Amazon
Added on 2021-01-02
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OPERATIONS ANDMANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................1TASK ..............................................................................................................................................1Key aspects of a Total Quality Management strategy and its contributions in organisationalperformance.................................................................................................................................1Way of using system, tools and techniques to solve quality and process problems...................4Way of planning and implementing strategies for quality management in Amazon..................8CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11
INTRODUCTIONAn organisation consists of various functions among whom operational management isconsidered as main. In this process, managers are performed various activities in order to makesure that quality offer to customers must gain their satisfaction. In general, quality of productscan be measured in terms of reliability, performance as well as durability. Therefore, in thisprocess, management of a firm takes different measures to ensure that commodities manufacturein firm should be defect free and made as per requirement of consumers. In this process, they usequality management tools which helps in designing and making a perfect product (Ham, Hitomiand Yoshida, 2012). This would aid a firm in generating revenues and high productivity forbusiness as well as in reducing wastages also. In this context, a project is going to prepare on making an analysis of Total QualityManagement in operational activities of a firm. It will discuss about appropriate research sourceswhich provide a theoretical review on key aspects of TQM strategies as well as way to increaseperformance of an organisation. Further, quality system, tools and techniques used for qualityand process management also discussed. The company which will be taken in present assignmentis Amazon. It is an American electronic commerce firm of UK which offers products like Kindlee-readers, Fire Tablets, Echo and more. This firm is facing various issues in production due towhich performance of business decreases. Thus, this report will help in resolving its problems byplanning and implementing strategies in systematic way. TASK Key aspects of a Total Quality Management strategy and its contributions in organisationalperformanceTotal quality management refers to the overall growth of the organisation for long termsuccess by customer satisfaction. In this whole organisation participates in the developmentprocesses, services, products and working environment. Amazon is one among the toporganisation in service industry which provides opportunities to many small and medium-sizedcompanies to connect with the customer directly (Cheng., and et. al., 2012). This company offersall of its products and services through online sites which is most trendy and favourite mode ofshopping from customers point of view as it serves vast range of products. Amazon offersdiversified products like grocery, electronic, home furnishing, toys, apparels, books and basic1
necessity of customers. In context to Amazon, there are several elements of total qualitymanagement which have impact on the organisational performance. These elements areevaluated as below:Ethics: It is the discipline of good or bad situations in which employees or organisationmay react in the different manner. In context to Amazon, it has its own ethics of working whichworks as the guidelines for employees that have to be followed by them. Ethics of organisationhelps employees in improving their work performance as they know the what is expected bythem in terms of job responsibilities. Manager of Amazon uses this element by declaring theirown ethics at the time of inductions. It is most important key element of TQM which helps inoverall growth of the organisation.Integrity:It is the quality of honesty, values, sincerity, and fairness which an organisationrequired to adapt in order to achieve organisational growth. In context to Amazon, its managersconcentrates on building and developing integrity among the employees that will directly attractthe customers. Customers are more loyal towards organisation which are honest and focuses oncustomer satisfaction (Drucker., 2012). In terms of TQM, integrity is the important aspect as itdevelops the honesty, trust among the employees which results in improved performance.Employee with honesty always tries give their 100 percent in work that will improve their workefficiency. Training: Training is the tool used by organisation to develop skills of the employeeswith the motive of achieving organisational goal as well as personal goals of employees. Forexample: Manager of Amazon conducts training & development sessions as per the jobrequirement of employees. With the changing scenario of technology, this company have to optadvance technology to maintain its name among the top organisation in service industry andthese new technology requires developed skills and training to utilise its benefits. Amazonconducts various training & development session for its employees that is the part of TQMwhich makes them familiar with advance technology and also make their work easier in order tosave time and efforts of staff (Harding, 2012). These training session improve their interpersonalskills, decision making, problem solving, technical skills Teamwork: When a group of employees or team works together with the motive ofachieving common goal can be termed as teamwork. Teamwork is necessary for every businessto complete their work on time and achieve specific goal. It has been observed in many surveys2
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