Quality Management - Part 2

This report discusses the concept and principles of total quality management, the importance of quality management, elements associated with quality management system, and quality management tools and techniques. It focuses on a case study of Nordstrom Business Organisation and provides insights into their quality management practices. The report also highlights the benefits of quality management in improving product quality, brand value, customer loyalty, and product presence in the market. It concludes with a discussion on the various tools and techniques used in quality management.

Quality Management - part 2

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
Concept and principles of total quality management..................................................................3
Importance of quality management.............................................................................................4
Elements associated with quality management system...............................................................5
Quality management tools and techniques..................................................................................6
Quality initiatives for implementing business objectives...........................................................8
Problem solving aspect...............................................................................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Quality management is a process used in order to ensure the optimum quality based on
the set standards in order to effectively cater the target customers of company (Elg, Wihlborg
and Örnerheim, 2017). Based on the set standards and expectations of target customers of
company quality management applies to improve the product quality. This report is based on the
case study of Nordstrom Business Organisation. Nordstrom is a retail company based in US.
Company was established in the year 1901 by John W. Nordstrom and Carl F. Wallin. Company
operates its business operation's in retail sector. Company deals in clothing products, footwear,
handbags, jewellery, accessories, cosmetics, fragrance, home furnishings and weddings.
Company serves all its products across the globe in more than 100 locations across the globe.
Henceforth, this report emphasis over concept and principles attached with total quality
management. Strategical importance of total quality management will also summarised in this
report. Furthermore, this report will also guide about the quality management system in
organisation. Different effective tools used in effective quality management will also
summarised in this report. A problem in quality management will report and based on the
problem optimum solution will also summarised
MAIN BODY
Concept and principles of total quality management
Quality management is a process implement to sustain the quality of products as per the
expectations of target customer's. IN order to cater the target customer's of company with the
best products and qualities the concept of quality management is launched. Principle of quality
management focuses over analysis about the process and system involve in producing final
products to target customers.
Principles of total quality management
Quality management are summarised with various principles such as customer focus,
leadership, Process approach, system approach, quality measurement, value improvement and
other respective principles.
Customer Focus: Customer focus is among the main principle involve in quality management.
The concept of quality management works over catering the target customer's with the best
product qualities and services (Garina and et.al., 2017). Based on the customer needs and
requirement quality standard must be maintained in the company.

Leadership: Leadership in company play a crucial role in quality management. Company must
ensure an effective leadership in order to cater the customer's with the best products qualities as
per the expected standards of quality.
Process Approach: Process approach indicates that organisation follow a set process to conduct
operations. The principles of quality management focuses over maintaining an effective process
of products development and production in order to effectively cater the target customers with
the best product qualities.
Quality Measurement: Principle of quality management drives to measure quality at every
point in production activity (Jain, 2017). Company must ensure the effective quality at each stage
of product development so that company can cater its customers with the best products quality.
Each process must ensure the best quality standards.
Value Improvement: Value improvement is also a crucial aspect involve in quality
management. Value improvement is considered as the process to assess the return on quality. It
involve measuring the return from the products and investments. Company must ensure the best
quality of products so that organisation can generate the best returns out of its products and
services.
Importance of quality management
Quality management is an important functional activity of the company. Quality
management comprises with the specific importance that can be summarised in the following
manner.
Improves product quality Quality management is a process that addresses
the quality of products at each stage involve in
product development process. As the process
of quality management ensure the best quality
at each stage of products development in
Nordstrom Business Organisation company
management cater with best quality products to
all its target customer's at the final stage
(Kosmol, Reimann and Kaufmann, 2018). To
ensure the best quality in order to meet the
customer requirements is the main aspects

behind the principle of quality management.
Company produce the effective products with
the support of quality management system.
Improves Brand Value Quality management is a strategic tool used to
improve the product quality and also to sustain
the quality standards as per the customer
requirements. As the process enables effective
product quality in order to cater the target
customer's of company management of
Nordstrom Business Organization could
improve the brand image of company's
products in the target market.
Improves customer loyalty Quality management is an important tool use to
ensure the best quality out of production of
finished goods. Due to catering the best quality
of products to company's target customer's this
process could potentially improve the loyalty
of target customer's of Nordstrom company (Li
and et.al., 2017). Building customer loyalty
play huge role for the company in achieving
higher sales and growth potentials out of
company's operations.
Improves product percussiveness Quality management enables company
management to cater all its target customer's
with the best product qualities. Due to the
satisfactory product range the concept of
quality management could effectively improve
the product presence in target market.

. Apart from all the above importance quality management also witness many more
important features that enables company management to take competitive advantages in the
target market and also to expand the existing customer base for company's products.
Elements associated with quality management system
Quality management system is comprises with different stages that can be projected in
the following manner.
Integration Quality management system must be
integrated in nature. Company management
must keep an independent quality management
process in organisation. Quality manager must
have the complete authority to analyse the
quality of company's products and its related
aspects (Andrade, Mendes and Lourenço,
2017). The entire process of quality
management system ensures integrity in order
to generate the most potential outcomes of the
process. Integrity also require ethical values of
the organisation in doing operational functions.
Staff competency and development Staff competency and development is also a
crucial aspect of quality management system.
Quality management system also involve
competency of staff of company and the
development related aspects (Medvedeva,
Kozenko and Komarova, 2016). Quality
manager analyse the competency of company's
staff involve in product development activities.
Production quality is largely depends upon the
efficiency of company's staff and competency
of staff of company effectively influence the

quality of company's products. Management of
Nordstrom give specific focus over ensuring
proper knowledge to company's staff involved
in product development which also enables
company management to maintain the effective
quality of company products. Integration is an
important aspects of quality management but
many times organisation feels unable to ensure
integrity while operating quality management
system. Integrity most of times influenced with
individual values of employee’s which also put
impact on the integrity of the entire quality
management process.
Incident Report Management Incident report management is also a crucial
stage involve in total quality management
technique. This involve reporting each activity
involve under quality management process.
Reporting drives the quality management
process in right direction so that proper results
can be derived from the quality management
process. This process get influenced at
personal level in organisation which also
restricts the complete advantages of the quality
management process.
Specialized Module Quality manager also use special modules
related to all the products offer by Nordstrom
company. Specialized modules contains the
precise information related to the product
quality standards and also brief about each

stage involve in product development activity.
This stage involve in quality management
system guides the quality manager about each
aspects of product development process
(Modgil and Sharma, 2016). Manager can go
thorough precisely on every aspect of products
development to identify the issue involve in
products development.
Document control Document control is also a crucial stage
involve in quality management system. In this
stage manager control the entire quality
management operations with the documents.
Manager note all aspects of products
development process. This stage is like a
documentation process of quality management
approach. All issues are also noted based on
the entire activity and operation of quality
management. In this process based on the
earlier stage s issues get disclosed to the senior
authorities of the company about the product
quality (Kamieniecki, 2019). Document
control also provide opportunity to
organisation in influencing the quality
management process in order to take any
competitive advantage from the process.
Issue Resolution This is a crucial stage involve in quality
management system. All the identified issues
get resolve in this stage of quality
management. Based on the issues identified
suitable solutions try to analyse in this stage by

senior management to improve the quality of
products. Issue resolution is a time consuming
process involve in the quality management.
Issue resolution improves the significance of
the quality management process as it enables
management to achieve higher level of
operational efficiency and productivity.
Audits and Findings To measure the quality improvement as a result
of the issue resolution process company
management audit and findings the suitable
improvement in product quality. Audit and
findings is a crucial stage involve in quality
management system as this stage is like an
outcome of the entire process.
Quality management tools and techniques
Quality management system is a crucial strategical tool use by company management of
Nordstrom company. Quality management system of the company is comprises with some
elements that play a huge role in developing an effective quality management system.
Flowchart: Flowchart is among the crucial tool used to conduct the quality management
operation. Flow chart is a diagram of organization structure and its operation process. Flow chart
is a crucial tool guided the management about the process used to producing products and also
all the stages involve in catering the final products to company's target customers
(Panuwatwanich and Nguyen, 2017). Flow chart enables management to analyse and assess all
the process involve in producing company's final system products so that it provide opportunities
to implement potential changes in order to improve the system in order to achieve higher
productivity or product quality. Flow chart is more like a summary of the entire quality
management system. Many times in order to operte this function of quality management it take

plenty of time to address all stages involve in production. Employee’s of company also do not
support the process in order to provide realistic details that also reduces the effectiveness of this
process.
Check Sheet: Check sheet is considered as the basic quality tool used to collect the data. Check
sheet is a conclusive statement in regard to product development process use in organisation. IT
enables management to evaluate the process involve in product development at Nordstrom
company. Data comprises in the check sheet covered elements like in order to produce the
product who are the organization dignitaries get involve in the production process and also the
products of company needs to go through many times from different functional departments. IT
also track the time taken in producing products (Liu and et.al., 2018). Check sheet is among the
crucial stage as it analyse about all the stages involve in the production of finished goods of
company. Lack of collaboration from staff members, employee’s spoil the needs of this tool in
quality management. Due to lack of support most of the time check sheet do not provide reliable
results.
Cause Effect Diagram: As the previous tools used in quality management guides the
management about the issues involve in producing products this stage guides the management to
look all the possible solutions that can improve the product development process in order to
upgrade the quality of products (Hamdoun, Jabbour and Othman, 2018). This process involve
stages like writing all the possible problem and than search for possible solution in respect to
such identified issues. This process also involve group discussions in respect to identifying all
the possible solutions of the identified issue. This step is different and also the significant stage
involve in quality management. This stage guides the management towards the negative aspects
involve in the production process of company.
Pareto Chart: Pareto chart is also a crucial element involve in quality management system. The
pareto chart guides about the largest number of frequencies to the smallest. IT involve analysing
the product defect at each stage of products development operation in Nordstrom company. IT
also segregate issues based on the implications and guides management to make a significant
detail in regard to solving the issues based on the effects. Many times to analyse about the
frequency becomes very difficult and complex which also negatively affect the objectives behind
the quality management process.

Control Chart: Control chart is a tool used to plot data points over time in product development
stages of the company. The chart guides about the time when the data is constant and also the
time when the data get fluctuates over the time (Hamdoun, Jabbour and Othman,2018). This tool
guides the company management about the common cause and special cause based on the
problem identification.
Histogram: Histogram is a bar chart used to draw set pattern that comes within the product
development go through typical process that causes to quality issues. Based on the development
stages the chart show the figures about the complexity of process. Due to complexity this process
do not cater the realistic data which also effective negatively to the entire process.
Scatter Diagram: Scatter diagram used to show the possible causes and effects from the
identified issues in earlier stages of product development. This tool guides company
management in order to solve the respective issues involved in products development to improve
the product quality. This is the most significant stage as itinvolves outcomes of the all earlier
stages. If the management has faced any casualty in earlier stages then this stage will show the
ineffective results.
SystemAll the above mentioned tools enables company management to have an efficient quality
management system.
Quality initiatives for implementing business objectives
Quality management system provide various benefits that enables company management
of Nordstrom Business Organisation.
Improves product quality Quality management system supports the
organisation to improve the quality of
company's products in order to cater
effectively to company's target customers.
With the support of quality management
system company management effectively
improves the productivity of company's
products. Quality play a crucial role in
decision-making process of company's target
customer's. With the support of quality
management system company management

improves the profitability from the sales of
company.
Improves brand loyalty Brand loyalty is a crucial aspect which also
influenza the decision-making process of
company's target customers. By achieving the
effective brand loyalty towards company's
products company management improves the
profitability of company's operations.
Profitability is among the primary objectives of
conducting business operations of company
(Uluskan, Godfrey and Joines, 2017). This
process enables company management to
improve the profitability of company and meet
all business objectives of Nordstrom company.
Enables quality improvement Quality management system enables company
management of Nordstrom company to
improve and upgrade the qualities of
companies products. BY achieving the
improved quality from the process company
management improves the product presence in
target market.
Apart from all the above advantages company management witness due to quality
management system company management also witness several other advantages that cater
company management to achieve all objectives of company.
Problem solving aspect
As per the views given by Zhong, (2016) quality management is a crucial process which
mostly depends upon the corporation of all the human resources of company involve in product
development stages system. Among all other challenges involved in quality management system
the quality management system do not get cooperation from company's employees involve in

product development stages. This challenge involved in quality system management system
reduces the effectiveness of the entire system systems it restricts the company management to
assess the actual quality of company's products.
As per the opinions given by Jain, (2017) the issue involved in quality management
system such as less support from company's employees involve in product development process
this issue can be reduces by taking motivations and ethical sessions in the premises of company.
Company management can also covey the advantages of quality management system this will
guide the employable of Nordstrom company in respect to advantages involved in the system.
Quality management system improves the brand value in target market which enables company
management to achieve all objectives of company. Conveying advantages involved in quality
management system improves profitability of company due to improved quality of products.
Company management can convey all the advantage involved in quality management system and
gain the positive attention of company's employee towards quality management process. Author
has also suggested that company management can take weekly meetings over respective
developments in company performance due to quality management in the respective markets of
company. The main reason behind the resistance of employee's towards quality management is
because of the fear of loosing respective jobs due to bad quality. Company management can
clarify the fact related to job security due to quality management process.
All the above mentioned aspects related to quality management can be conveyed by
company management to company's employee's in respect to advantages of quality management
techniques to gain support from employee's of company towards quality management.
CONCLUSION
This report concludes about the concepts like customer focus, leadership and process
approach work behind the quality management. Quality management improves brand value of
company, improves customer support towards buying company's products and address other
relative benefits. Elements like integration, incident report management and other aspects has alo
concluded related to quality management. Tools like flow chart, spread sheet, control chart and
other associated tools utilised in conducting quality management operation's. Various quality
initiatives has also concluded in this report. Based on the literature review problem related to
employee resistance has also addressed by conveying suitable solutions towards the issue.

REFERENCES
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