Operations and Quality Management of Marks and Spencer
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Added on 2023/06/15
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This report evaluates the operations and quality management of Marks and Spencer, including the challenges faced by the company. It discusses the application of appropriate operations and quality management theory, the purpose of its theory, and the approaches for managing quality and continuous improvement within organizations.
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Operations Management
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Contents INTRODUCTION...........................................................................................................................3 MAIN BODY...................................................................................................................................3 Operations and quality management......................................................................................3 Background of Marks and Spencer........................................................................................4 Identify and evaluate the application of appropriate operations and quality management theory Operations and quality management challenges facing by Marks and Spencer....................4 The scope and purpose of operations and quality management theory..................................6 Demonstrate an understanding of the approaches for managing quality and the application of continuous improvement within organizations......................................................................7 CONCLUSION................................................................................................................................9 REFERENCES..............................................................................................................................11 Books and Journals...............................................................................................................11
INTRODUCTION The report aims to present an understanding about operations and quality management within an organisation.Operationsmanagementisallaboutundertakingmajoractivitiessuchas production, inventory, quality control, risk association and many more. Operations management is a crucial function to carry out all the product , price and sales related activities. A company's operations department carry out the process of creating new products and services and make changes in existing ones to make improvements for better growth. Operations management is an important activity which focuses on planning organising controlling the resources which are requiredforproductcreation.Thisreportisgoingtofocusonoperationsandquality management of marks and Spencer (Miller, Jayaram, and Xu, 2018). The company was established in 1884 first in Landon UK. It is a famous brand which deals in fashionable clothes, onlinefooddelivery.Thereportwillproducetheconceptaboutoperationsandquality management.Also,itwillprovideunderstandingaboutqualitymanagementtheoryand challenges which faced by company. There will be evaluation of the purpose of its theory and how Improvement strategy works within marks and spencer continues. MAIN BODY Operations and quality management Operations management undertakes all the procedure and activities which is used to to produce an effective product and services to deliver in-market. This process involves all the planning and organising the resources to meet with the quality of products. An organisation is required to produce goods by focusing on many factors such as quality, price , cost , environment . these are the main factors which influence on managing company's resources that must be utilise effectively. Therefore quality management is an essential part of operations as managers required being quality focused while producing goods and services. It is the most required thing that required by every customer at priority as they can never sacrifice in quality and value of products. It is a continuous process reforms in agribusiness to maintain effectiveness and efficiency ( Zylfijaj, and Pira, 2017). The targets of profitability depends on how companies operatethereissourcesinlesscostandhighvalue.Therefore,operationsandquality managementassureinventorycontrolmanagementinmonitoringthetechniquesusedin production activities. The role of operations management is to N sure the aims and objective
organisation in terms equality which is being served by-products. Marks and Spencer perform these important activities which helps them to make a huge brand into the market. as their productsarehighlyqualityfocusedwhichgiveslong-termdurabilityandcosteffective satisfaction. Background of Marks and Spencer Marks and Spencer is one of the largest brands of British retail industry which established their position since 137 years back. The company has its main products in clothing food and homeFurnishing.ThecompanyoperatesfirstwithininUKwhichhasgrownamost recognisable brand of London. Marks and Spencer has approx 959 stores in all over the UK in which mainly known for selling food products and online deliveries. The company has took much growth in the last few years and currently covers world wide area by selling high quality products and services which meet with the satisfaction and demand of consumers. Marks and Spencer also collaborate with many brands and undertake the advantage of digitalization to ensure large customer engagement (Khalaf, and Salem, 2018). It is known for providing good quality clothes at a reasonable price range but due to covid-19, there are many from problems and challenges arise in managing cost efficient quality and making continuous improvement in delivering products and services. The organisation is performing best practices for making improvements in all over the operational department through adopting new technique and ways of working. The impact of covid-19 drastically creating hurdles for Retail Industry so that it is the high opportunity for Marks and Spencer to gain customer attention in this crucial time. Identify and evaluate the application of appropriate operations and quality management theory Operations and quality management challenges facing by Marks and Spencer The theoriesof operationmanagementarea greatset of importantelementswhich the organisationneedstoutiliseforbetterproductivityandqualitycontrol.Asoperation management used to monitor and control the resources and focus on creating effective goods and services. These theories help in analysing a perfect process in order to manage operations effectively. Six Sigma theories: It is one of the crucial methodologies for operations management. It is kind of tools which organisation use for better profitability and productivity. There are mainly 5 steps under
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this theory which can be utilised by Marks and Spencer in improving the quality of cloth and their food products. Define: it is one of the first stage of Six Sigma that focuses on the goals and objective of company and what problems they are facing in achieving the same. Defining the issues and problems will help the company to find its root call that will be improvised in further production process. The Marks and Spencer needs to define and analyse the problems . the goal of the company is to be sustainable and quality focused in the market so that they need to identify the problems there causing for environment. Measure:this stage of Six Sigma , the organisation needs to identify all the process of evaporation activities in a detailed version. Marks and Spencer next look for their internal operation activities so that the manager would identify each key point which needs to be changed or improvise. Analyse:after the whole description and measuring the process of operations in organisation, it is required to analyse each and every root cause present in the process which impact on the other functions also. Marks and Spencer need to identify how covid-19 has affected on the production of their clothes and food so that and improvisation will be done. Improve:once all the problems and issues will be identified the company needs to improve the process as soon as possible (DengWu,. and Liu, 2017). This improvisation needs to be done in effective manner which will eliminate all the past mistakes and enhance the quality of products. Control:a new process and improvisation will be made, there is need to put a regular control over the process so that there will be no chances of further inefficiency. Marks and Spencer need to control through keeping an eye on each activity anonymously. Total quality management: Totalqualitymanagementhelpsin improvingprofitabilityand productivityofan organisation. These theories help in motivating the employees and create an environment of quality focus production which will be maintained by the staff of company. Is it become essential in the time of covid-19 to provide quality e enriched products which gives value to customer purchase? Continuous improvement:it is the most important process of TQM to continuously improve production process. Continuous improvement will lead to eliminate any obstacles and defects from production so that the final outcome will be highly satisfactory for customers.
Customer focus:it is also an approach of TQM in which the business needs to focus on customers demand. Marks and Spencer need to highly look at customer trends and improvise the production procedure by giving change in resources and cost of production. Challenges facing by marks and Spencer in terms of qualitymanagement The Marks and Spencer facing challenge of quality is their products get out of Trend and get expire. The company does not provide much discounted offers to clear out their stock which reduce the quality of products. The company faced challenges of covid-19 in order to provide the level of quality which customer bonds in their product in terms of durability and comfort. There are many challenges of ineffective store operations as people need to wait in long waiting areas to shop products from stores. The scope and purpose of operations and quality management theory Operations management can be defined as a field of management where the administration works to involve best practices. Aim is to achieve maximum level of effectiveness by using resources in an optimal manner(Pambreni and et.al., 2019). Due to covid-19, Marks and Spencer is facing certain issues of inventory management. The companies unable to arrange the inventory and convert the same in time. It is important to note that the challenge causes issues in the organisation as they are not able to provide finished goods to the customers on time. There is need to adopt the operations management as it has wide scope in will help the company to achieve success. The scope of operations management in relation to solve the problem of marks and Spencer is discussed below: Material design: It can be defined as the process of moving material from the store room to the place of manufacturing. By following operations management in proper manner marks and Spencer will be able to get raw materials in time at the manufacturing destination. It will also help the organisation to use effective methods of modern manufacturing. The task is to convert the raw material into finished goods within time. Along with that the use of latest machinery will also help the company to achieve their tasks effectively. Product design: Each and every company must focus on designing the product in an appropriate manner. It is analysed that marks and Spencer faces the issue of not following the trend. The use of product design will help them to overcome their biggest challenge and providing best and
designer products to their customers. It will help to enhance their image in the mind of customers and they will be attracted towards the products that are being offered by the company(Abbas, 2020). The use of latesttrendsand involvingoperationsmanagementin the process of manufacturing will be helpful for marks and Spencer to overcome their challenge. Process design: For creating product in time there is need of effective process design. There must be a connection between marketing department and the product department so that they are able to work effectively. Marks and Spencer should involve a good communication with the marketing team so that they are able to launch the final product that is preferred by the customers and it's launched within time frame. Quality control: At the time of covid-19 the customers are spending money only on quality products. Marks and Spencer must also have a systematic control on their quality so that they are able to provide best products to the customers. The aim is to reduce the defects in the products launched so that the standards of quality of maintain and customers are satisfied. Demand forecasting: It is one of the major tool that helps to control the inventory and manage it in an effective manner. It is necessary for marks and Spencer to analyse the demand in the market(Farrington, Antony and O’Gorman, 2018). Due to covid-19 there are changes in the pattern of demand of the customers. It is necessary for the company to forecast the needs and wants of customers and then launch the products accordingly. They must fulfil the need of customers at the time they want. There are various benefits of inventory management that are discussed below: Satisfies the customers and make them loyal towards the company. It helps to improve the cash flows of the business. It assists the company to save money and use it in other places where ever required Demonstrate an understanding of the approaches for managing quality and the application of continuous improvement within organizations Quality management is the act of checking different activities of an organisation so that they are able to offer the product and services effectively. It assists the complete to achieve desired level of quality that satisfied the needs and wants of customers(Butler, Szwejczewski and Sweeney, 2018). It is necessary for marks and Spencer to understand the importance of quality management and follow its approaches that are discussed below:
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Just in time: The use of this approach helps the business organisation to provide the quality products to the customers on time. For that reason, they have to take care of managing their raw materials. There was their relationship with suppliers so that they are able to get raw materials on time and then convert the same in finished goods within time limits. Quality circles: It can be defined as group of workers that do the same work. The marks and Spencer will be able to get solution of the problems by using quality circles. The company will able to analyse the best way to complete the work within time limit. It will help to check the mistakes that are done and will ask others to solve the same. Total quality management: The use of total quality management will also help to achieve goals and objectives. Marks and Spencer’s must focus on quality planning quality assurance quality control as well as quality improvement. It will help the company to provide best products to the customers and established position in the market(Kurpjuweit and et.al., 2019). To achieve the success over other competitors in the market total quality management must be used so that the customers are satisfied with the products offered by the company. Marks and Spencer will use total quality management in order to enhance their performance on regular basis and achieve the standards of quality said by the company. Continuous improvement plan Continuous management plays a vital role in success of a company. It is important to manage the quality on regular basis. By analysing the performance on regular basis the companies able to achieve the standards that are set by them. A continuous improvement plan will help marks and Spencer to overcome the issues that are faced by them and provide best to the customers. By achieving the standard performance, a company is able to enhance its effectiveness in the market. The steps followed for continuous improvement are as follows: Plan: planning is one of the most important function in continuous process. Identify the areas of change and set objectives that they want to achieve in long run. There was then set short term objective and what according to them. Marks and Spencer plans to provide zero defect goods to the customers.
Do: It is the step in which implementation process takes place.Implement the change by providing proper training to the employees so that they perform better(Carnerud, Jaca and Bäckström, 2018).They use new technology so that the employees are able to perform good and able to achieve the standards set by the company. Check: In this stage the company check the performance. The standard performance with the actual performance and find out the deviations that have arrived. It is important to know the change and the differences that have arising so that the mistake can be identified. Act: It is the largest state in which the actions are taken to reduce the deviations. Corrective measures are taken by the company in order to enhance their performance and achieve the goals and objectives successful. CONCLUSION The report has concluded that operations management is an effective process focus on all the product related activities. It ensures control in organising resources for meta positioning of organisation.Thereporthasidentifiedtoolsandtechniqueofoperationsandquality management.Alsohowtheoriesworkpurposefullyinordertocontinuouslyimprove organisation products and services. The Report has also identified many challenges and issues which needs to be address by the organisation properly through following Six Sigma technique and prepare a continuous improvement plan.
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REFERENCES Books and Journals Pambreni and et.al., 2019. The influence of total quality management toward organization performance.Management Science Letters,9(9), pp.1397-1406. Abbas, J., 2020. Impact of total quality management on corporate green performance through the mediating role of corporate social responsibility.Journal of Cleaner Production,242, p.118458. Farrington, T., Antony, J. and O’Gorman, K.D., 2018. Continuous improvement methodologies andpracticesinhospitalityandtourism.InternationalJournalofContemporary Hospitality Management. Butler, M., Szwejczewski, M. and Sweeney, M., 2018. A model of continuous improvement programme management.Production Planning & Control,29(5), pp.386-402. Kurpjuweitand et.al., 2019. Implementing visual management for continuous improvement: barriers,successfactorsandbestpractices.InternationalJournalofProduction Research,57(17), pp.5574-5588. Carnerud, D., Jaca, C. and Bäckström, I., 2018. Kaizen and continuous improvement–trends and patterns over 30 years.The TQM Journal. Miller, S., Jayaram, J. and Xu, K., 2018. Obtaining global certification: Analysis of ownership structures and TQM commitment in emerging markets by adapting the theory of planned behavior.International Journal of Operations & Production Management. Zylfijaj, R. and Pira, B., 2017. Assessment of critical success factors of TQM culture in hospitality sector in Kosovo.International Journal of Research in Business and Social Science (2147-4478),6(1), pp.65-77. Khalaf, M.A. and Salem, T.S.M., 2018. The moderating effect of structural barriers on TQM- performance relationship in Egyptian service organizations.International Journal of Quality and Service Sciences. Deng, J., Wu, S. and Liu, Y., 2017, November. Investigating the TQM practice of enterprises winning China quality award: A grounded theory perspective. In2017 European Modelling Symposium (EMS)(pp. 115-120). IEEE.