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TESCO Quality Management : Case Study

   

Added on  2020-01-21

12 Pages3374 Words1362 Views
QUALITYMANAGEMENT

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Definition of quality in terms of business and service provision...........................................31.2 Processes of inspection and assurance...................................................................................41.3 Range of approaches to quality management........................................................................51.4 Similarities and differences between the different methods..................................................5TASK 2............................................................................................................................................62.1 Meaning of customer satisfaction..........................................................................................62.2 Meaning of continuous improvement....................................................................................72.3 Type of added values gained through effective and efficient operations..............................72.4 Types of information made available to customers...............................................................8TASK 3............................................................................................................................................83.1 Way in which quality management can be measured............................................................83.2 Benefits of user and non-user surveys in determining customer needs.................................93.3 Methods of consultation employed in one quality scheme....................................................93.4 Value of complaint procedure and the way they may be used to improve the quality..........9TASK 4..........................................................................................................................................10Covered in PPT..........................................................................................................................10CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11

INTRODUCTIONQuality management can be simply defined as an act of look over the complete activitiesor tasks so that maintenance of quality is done to achieve desired level of excellence (Talk,2016). It ensures the consistency of products as well as services of an organisation. It not onlyconcentrates on the products or services but also on the processes through which it is achieved.There are four important components of quality management namely planning related to thequality, assurance of and controlling of it along with the improvement related to quality ofproducts. The present report is explaining different concepts associated with quality managementin order enhance the quality of products within Tesco. TASK 11.1 Definition of quality in terms of business and service provisionIn terms of business and service provision, quality is coined as the degree or grade ofappreciation of goods and services that fulfil consumer’s expectations. There is no special orunique meaning of quality unless it relates with some object or operations. The quality is seen orrecognised in different was by different scholars or entrepreneurs. Tesco needed to examinethese interpretations in order to clarify scenario of quality in the present world. Some of theinterpretations of various authors are given as below:According to the view points of society of America, quality stores two meanings. Intechnical meaning, the quality is that characteristic of goods or services which shows itsabilities to fulfil the demand as stated (Talib and et.al., 2011). Another meaning tells thatthe product must be error free but have all needed properties.The ISO 9000 tells that quality is nothing but collection of inherent properties regardingproducts that must fulfil the requirements or basic needs.According to Six Sigma rules, it is defined as a number of faults as per millionopportunities.As per the view points of Peter Drucker, a product quality or services provided by them isnot the input of suppliers or manufacturer but it is the feedback of consumers that isfulfilment of the demand of the customers. The company should fulfil their wishes asthey paying a large amount of money for this.

Sir Joseph M. Juran has defined it as fitness for use and the degree of fitness is defined byusers. These are different views of scholar and successful entrepreneur which reflects differentcolours of quality of products and services.1.2 Processes of inspection and assuranceProcessing of inspection and assurance is defined as the involvement of differentmethodologies for checking quality of goods. Tesco uses various processes of inspection andassurance. Some of them are discussed as below:Quality planning: This is the process that determines satisfaction of required standard ofquality through identification of quality standard of products and services producingTesco. This process identifies various policy, standards, description of products and morethings (Sallis, 2014). It uses different methods like benchmarking, cost benefit analysis,design experiment methods and the flowcharts for verification of present levelsof quality.Quality assurance: In this process, the evaluation of complete production performance isachieved on regular basis. Additionally, it assures the management of arrangingproduction on the basis of defined quality standards. The managers of Tesco says that thisprocess is treated as soul of quality management. Without this, success in determining thefaults of services or goods is not possible. Total quality management: For maintaining the required quality standards, differentprogrammes related to improvement of quality are applied within enterprise. Qualityprogrammes are used to maintain various processes of production such as training,planning, testing of fields, audit, etc. that are performed by the employees of organisation(Talib and et.al., 2011).Quality Control: It is the process of monitoring goods and services in order to determinewhether they satisfy the specified standards or not. The identification of productionmethods is also carried on to show whether it is poor or good. If it is poor, it will be beingremoved and the work goes on. For the identification of poor performance of methods ofproduction processes, different analysis is used like control charts, flowchart, paretodiagrams, sampling on the basis of statistics, trend analysis, etc.

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