Quality Management and Improvement Practices

This assignment delves into the concepts of quality management, emphasizing the Plan-Do-Check-Act (PDCA) cycle as a key tool for continuous improvement. It analyzes ECCO's (European Society for Medical Oncology) efforts in establishing quality improvement programs within its member societies, focusing on areas like quality strategy, functional processes, organizational governance, and employee mindset. Students are tasked with understanding these concepts through provided resources and applying them to real-world scenarios.

Running Head: Quality Management
Quality Management

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Executive Summary
Quality management refers to the tools and techniques used by the organizations to produce
efficiency in the organization and reduce waste generation as well. The Domino's pizza is world's
one of the most renowned company supplying pizza services worldwide. The company is mainly
known for its pizza chain and delivery services at door steps. The below-mentioned discussion
includes the drawbacks in the management system of the organization due to which company is
losing its competence. Further to redress the issue the company initiated quality management
tools to inculcate efficiency in the organization.

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Contents
Executive Summary.....................................................................................................................................1
Introduction.................................................................................................................................................1
Challenges faced by Organization................................................................................................................2
Selection of techniques...............................................................................................................................2
Tools of quality management......................................................................................................................3
Implementation of techniques within the organization..............................................................................4
Survey......................................................................................................................................................5
Plan-do-act-check....................................................................................................................................5
Conclusion...................................................................................................................................................5
References...................................................................................................................................................6
Appendices..................................................................................................................................................7

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Introduction
Domino's Pizza Australia is world's one of the largest pizza chain present in Australia known for
networking in terms of both sales and store numbers. Domino's Pizza is the largest company
having a maximum number of franchisees worldwide. Domino's company holds more than 2000
stores in Australia. The company works with a vision and mission to produce the best sale of the
members and manage to keep the customers interested in the product (Rao, Sarkar, & Bohra,
2016).
After analyzing the managerial activities it was analyzed that the personnel of the company is
facing problems which are decreasing their efficiency. Being a manager, I implemented below
mentioned two techniques to resolve the complication faced by the company:
 Survey
 Plan-do-act-check
The report analyses the issues faced by the clients and employees of the company during
conduction the business activities. Further, it also provides quality techniques implemented in the
management to solves the problem and bring greater profits for the company (refer appendices
3.1).
Challenges faced by Organization
The company was facing hindrance in distribution cycle of the products. The customers used to
complain regarding the delivery services provided by the company. Thus, concerning the issue, I
initiated survey quality management program to resolve the problem (Rupert, 2010).

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Another problem faced by Domino's company was related to inventory control management.
There were inefficient techniques used in recording the inventory, due to which perishable
products lost their value, resulting to increase in waste and cost of inventory. To untangle the
problem the company initiated plan-do-check-act process of quality management. With the
initiation of this technique, Domino's company was relieved from the problem of inventory
control (Lyberg, 2009).
Selection of techniques
Survey refers to the technique used by companies to reach to employees and customers of the
company look at the problems in the products or structure of the company with their perspective.
I selected the survey quality management technique because; they wanted to resolve the
deviations in the organization structure of the company. Also, the company made sure that the
survey helps the employees to communicate their concerns to the authority so that they shall take
corrective action plans to resolve the same (refer appendices 2.1).
Plan do check act commonly known as control cycle, helps the organization to initiate a definite
process of management change in the organization so that the deviations are subsequently
reduced. The reason for selecting this method by Domino's company is that, as it is known that
company is renowned worldwide thus a sole mistake can lead to deterioration of the current
position of the company. Concerning to that, I initiated the management to implement this plan
so that set of standards is formed and implemented in the organization (refer appendices 1.1).
Also, this process helps the company in evaluating the outcomes of the process (Krajewski,
Ritzman, & Malhotra, 2013).

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Tools of quality management
(Source: Lyberg, 2009)
The aforementioned chart explains the methodology of the survey process. This process is
implemented in an organization so that the company gets to know about the demand and
preferences of the target. The purpose of implementing quality management in an organization, it
is mandatory for a company to get to know about the changes which the stakeholders want in the
management. The process of survey helps in reducing deviation along with an increase in
innovation in the organization (refer appendices 2.2).
The process works in such a way that formerly objectives are defined on the basis of which
survey questions and targets are created. In continuation to the process, questionnaire is prepared
and reverted to the respondents. On the basis of results of the survey, a plan is made and
implemented in the organization (Visveshwar, et. al., 2017).

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(Source: Rupert, 2010)
The process works in four steps, which are described below:
Plan: in this phase, after evaluating the data plans are prepared in the management concerning
the deviances present in the organization structure. This phase also provides and yardstick to the
organization on the basis of which the Domino's has to initiate program.
Do: Under this phase, the Domino's implements the plan prepared for the management to create
efficiencies in the organization. This is the execution phase of the Domino's (Oakland, 2014).
Check: under phase the company evaluates the current position of the Domino's with the plans
defined in the beginning of the program. This is a backward looking approach of the company
under which deviations are analyzed and completeness of the target is checked (refer appendices
1.2).
Act: under this phase of the process, the company Domino's implement act according to the
planned. Improvements are made and deviations are corrected to equalize the planned and actual

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performance. This phase is similar to the do phase, but in do phase the company works according
to the plan (Bruno, 2014).
Implementation of techniques within the organization
The Domino's company implemented the two tools of quality management to initiate efficiency
in the performance of the management. Further, the tools were used by the management in the
following ways:
Survey: to gather information regarding inefficiency in performance, the Domino's company
implemented survey of employees of the organization. The results of the survey gave a view
regarding the problem in the distribution of products and services (Rao, Sarkar, & Bohra, 2016).
Also, the customers of Domino's company were also dissatisfied with the services provided by
the company. The employees were facing problem in locating places where the product is to be
delivered. Customers intentionally provide an incomplete or wrong address to the employees
which make delay in delivery leading to a loss to the organization.
To resolve that issue the company implemented survey within the organization and queried the
employees to provide suggestions for the same. Thus the company initiated a digital process to
receive home delivery orders which also initiated authenticity of the address and customers.
Plan-do-act-check: the Domino's company initiated this process to reduce the deviation
inventory management process. Firstly the company Domino's analyzed the issue which was
causing loss to an organization; afterward a controlling plan was created to reduce the waste of
inventory (He, Zha, & Li, 2013). After implementation of the plan, the outcomes were checked

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with the plan in numerical terms which showed a positive view that Domino's Australia had
reduced the waste and optimized the usage of raw material.
Conclusion
Thus in the limelight of above events, it shall be noted that with the aid of survey and plan-do-
act-check technique the Domino's detached the deviations from the organization. Further the
company Domino's increased the efficiency by inventory control and providing greater
satisfaction to customers.

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References
Bruno, I. (2014). Benchmarking. In Encyclopedia of Quality of Life and Well-Being Research
(pp. 363-368). Springer Netherlands.
He, W., Zha, S., & Li, L. (2013). Social media competitive analysis and text mining: A case
study in the pizza industry. International Journal of Information Management, 33(3), 464-472.
Krajewski, L. J., Ritzman, L. P., & Malhotra, M. K. (2013). Operations management: processes
and supply chains (Vol. 1). New York, NY: Pearson.
Lyberg. L., (2009). Quality Assurance and Quality Control in Surveys. Viewed on August 30,
2017. From
https://psr.iq.harvard.edu/files/psr/files/Lars__Lyberg_Quality_Assurance_and_Control.pdf
Oakland, J. S. (2014). Total quality management and operational excellence: text with cases.
Routledge.
Rao, S., Sarkar, P., & Bohra, S. (2016). A Comparative Study on the Perceptions of Service
Quality of Domino's and Pizza Hut in Manipal.
Rupert, J. K., (2010). Plan Do Check Act (PDCA) – How it Applies To Business Continuity.
Viewed on August 30, 2017 from http://perspectives.avalution.com/2010/plan-do-check-act-
pdca-%E2%80%93-how-it-applies-to-business-continuity-2/
Visveshwar, N., Vishal, V., Venkatesh, V., Samsingh, R. V., & Karthik, P. (2017). Application
of Quality Tools in a Plastic Based Production Industry to achieve the Continuous Improvement
Cycle. Calitatea, 18(157), 61.

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Appendices
1. Plan-do-act-check
1. Deming's theories form the basis for TQM (Total Quality Management) and ISO
9001 quality standards. Demings himself credited Walter Andrew Shewhart as the
creator of the cycle, however. Shewhart was an American physicist, engineer and
statistician who are often considered the father of statistical quality control.
2. TQM processes are often divided into the four sequential categories: plan, do, check,
and act.
3. Here's an example of how PDCA is broken down in TQM:
Plan: Define the problem to be addressed, collect relevant data, and ascertain the problem's root
cause.
Do: Develop and implement a solution; decide upon a measurement to gauge its effectiveness.
Check: Confirm the results through before-and-after data comparison.

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Act: Document the results, inform others about process changes, and make recommendations for
the problem to be addressed in the next PDCA cycle.
2. Survey
1. ECCO established a working group focusing on a project in the area of quality management.
The project consisted of collecting and providing the existing quality improvement programs
of the ECCO member societies to the oncology community. To this end, an electronic
questionnaire was developed for completion by the ECCO member societies.
2.
3. The result of the survey will give your an outcome of either (1) Lagging, (2), Deficit, (3)
Good, (4) Leading on the four areas below.
Quality strategy and KPI system
Functional quality processes
Quality organization and governance
Quality mindset and capabilities
4. Quality management
1. The recent trends of the global economy have shown that quality of products/services
will play more and more of a critical role for a company's future. More demanding and
informed costumers, fiercer competition, significant pressure on cost and a stronger
reputational risk make quality a key aspect to staying and winning in the market. Many
studies confirm that a well-structured and effective quality system is the "must-have"
element to drive excellence in quality.

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