Quality and Operation Management Reflective Report - Solent University

This report provides an analysis of quality and operation management within a medium-sized company, specifically focusing on East Anglian Air Ambulance. It explores the principles of quality management, including quality planning, improvement, control, and assurance, and discusses the challenges faced by operation managers such as globalization, sustainability, and ethical conduct. The report also delves into Deming's and Juran's theories on quality. Furthermore, it examines the scope and purpose of operation management, highlighting techniques like Classic Techniques and Program Evaluation and Review Technique (PERT). The report concludes with recommendations for East Anglian Air Ambulance to improve its processes and productivity through continuous improvement techniques and adherence to quality management principles such as customer focus, leadership, and employee engagement. The importance of quality management in achieving higher productivity and customer loyalty is emphasized.

ANY MEDIUM SIZED COMPANY
MAX 200 EMPLOYEES AND MIN 500K
POUNDS REVENUE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Presenting quality management...................................................................................................3
Describing Background of Company......................................................................................4
Understanding scope and purpose of operation management................................................5
Recommendation.........................................................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Operation management is known as process of production whereas quality
management is describes as process of providing quality services to the customer in order to
satisfied them. Along with this, both this are very necessary in business as it contribute
in overall growth of the firm (Tu, 2020). However, it helps the organization in planning,
monitoring the resources as well as evaluating the process of production. Furthermore, the
present report is based on East Air Ambulance it provide health care services to their
customer such as providing helicopter emergency medical services. Along with this, report
will discuss on the operation and quality management theory and practices.
MAIN BODY
Presenting quality management
Quality management can be describing as the act of looking after the different
activities as well as task within the company. Along with this, it also ensure products and
services are offered with great quality so that it customer needs and demands are satisfied.
Moreover, it helps in maintain the desired level of quality with the organization. it is
mainly consisting of 4 important components such as quality planning that is known as
process of identifying the standards of quality of project as well as decided how to
meet them (Semenovand Riaskov, 2019). The another component is improvement in
quality such as the process to improve the process so that it can give great outcomes.
In addition, to this, quality control helps in uphold a process of improving integrity and
reliability in order to accomplish the outcome. Moreover, quality assurances step is consist
of systematic plan and action that is required in order to improve the quality of a
particular product and services. As well as to meet the specific requirements (Palaginand
et.al, 2017).
However, the aim of the quality and operation management is to ensure that
all stakeholder of company work together as team in order to enhance the organization
process. Along with this, production and services so that it can accomplish the long
term success and increase the customer satisfaction. In addition to this, both the
management follow the guidelines set by the organization as well as team so that
production and services are produce in a right standards. Moreover, the principle of

quality management is consist of customer focus such as the primary aim of an
organization is to meet the customer expectation and needs. However, if any organization is
able to understand the taste and preference of their targeted customer. It contributes in
increase the loyalty among them and results in increasing the sales.
Describing Background of Company
East Anglian Air Ambulance provide emergency health care services to their
customer across English country. It was founded in 2000 and a part of charitable
organization. The purpose of this company is to provide the dedicated helicopter
emergency medical services. Along with this, it is a small industry that serve the area of
Norfolk, Suffolk and Bedfordshire. Furthermore, this company has faced few challenges
in quality and operation management such as globalization it is the process of
interaction among the people, companies and government of various nation. Operation
manager face issue of competition across the world and country (Ozkaya. and Erdin,
2020). However, in order to improve the quality the operation manager has to lower the
price of the product so that it meet the issue of competition. Along with this, another
issues is sustainability such as operation manger has to focus on the three pillars of
sustainability such as social, economic and environmental. Operation manager needs to
concern about the outcome of each pillars such as how it works will affect the safety,
communities and economic sustainability. In addition to this, the another factor is ethical
conduct that plays major role in production. The operation manager has to follow all the
ethics while producing goods and services so that no damage and harm to customer and
society.
Moreover, the Deming’s theory is based on fourteen points of management and it
also known as ratio quality is equal to the results of work effort over the total cost. If the
organization is totally focused on cost, then if there is rise in cost the quality of the product
will decrease (Nguyen, Nhan and Ta, 2021). This theory is based on four points such as
system appreciation, variation knowledge, psychology and theory knowledge. On the other
hand, Joseph Jura’s theory has propounded about quality trilogy. That is made of quality
planning, improvement and control. However, if any organization has to accomplish the
success then it has to follow and made action to improve and control quality.

Understanding scope and purpose of operation management
The scope of operation management is mostly concerned with converting the raw
materials into physical resources in order to meet the needs of customer (Mustafaev,
Mustafaeva and Mustafaev, 2020). Moreover, the main purpose is to reach the
effectiveness and adaptability in an organization. Along with this, it plays important role in
increasing the productivity of the company by producing great quality of goods and
services. That contributes in satisfying the demands of customer as well as increase the
sales of company in competitive environment.
Operation management can be defining as the process of using particular knowledge,
tools and techniques use for managing the projects. However, every project is different in
case of operation as well as activities. Along with this, managing the projects is necessary
because it helps the business in accomplishing the goals and conclusion (Maand et.al., 2021).
In other words, it is describing as process of leading the team in order to achieve the project
goals in the limited frame of time. Furthermore, the manager of the organization has to
make specific strategy in order to enhance the project management. Some of the major
techniques that are used in operation management is Classic Techniques There is no complex
strategy that are required in order to achieve the tangible results. The classic techniques is
basically a traditional procedure that includes proper plans that cover all the activities required
to accomplishing the task. Along with this, it also includes task that is needed to be done,
allocating the proper resources, providing proper feedback for building the team as well as
for monitoring the quality of work done.
However, this is one of the most common approach that is used by small and large
business as it helps in identifying the small details of the projects. Program Evaluation and
Review Technique It is known as software management techniques that is widely used in
many industrial areas (Hudecand et.al., 2021). This procedure will help the organization in
facilitating the complex problems and allow the development team to properly visualize the
whole process and end results. Along with this, the main feature of this techniques are that it
helps in analysing the effectiveness of task that are performed within the projects. This helps
the development team to keep on track so that it can evaluate the performance on every
step of project. It is mainly use in large and long term project as well as can be used for
non-routine task.

However, the operation management plays important role in implementing the
business strategy in a proper as well as systematic way. Along with this, it helps in building
cross functional plans that contributes in delivery of the projects that are important for
accomplishing the organizational strategy (Das and et.al., 2018). The operation management
plays important role in making the strategy as it establishes the link between the project goals.
It helps in developing the detail plan that need to be done for reaching the task in limited
frame of time. However, proper planning allows the organization to identify the resources
that are needed to accomplish the goals. Along with this, it allows the organization in
knowing the performance of the firm in external as well as internal business environment.
That allows the organization to developed accurate strategy so that it can enhance the
overall growth of the firm in limited frame of time. In addition to this, operation
management helps the organization in identifying the issues and challenges that allows the
business to refine the strategies.
For the operation management it is important to ensure about the quality management
with the aim of higher productivity for organisations. The main purpose of quality management
are help to ensure about for implementing the quality management which are ensuring about the
increasing of revenue with the help of management tools that are increases the customer loyalty.
There are different types of challenges which are faced by organisation when it comes to quality
management. Communication issues are faced by the company because there are different types
of procedures and process are followed by the company and that is whys there are lack of
communication were happened (Acaharya and Nandedkar2018). There is no very low motivation
are given by quality team because there are different perception of people in order to operating
the business. The quality team are not participated in the decisions regarding employees because
it is not get the feedback of customer. That is why there are various types of problems are faced
in order to maintain the goals of the organisation.
Recommendation
For the continuous improvement it is analysed that East Anglian Air Ambulance should
follow the different techniques in order to continue improve the process also it can help for
increasing the productivity of the organisation. Quality management is one of the important task
so that identify about the product and services offered buy the company. This process is help for
understanding the key components of quality management such as quality planning,

improvement, control and assurance. There are different methods of improvement of quality in
order to use the techniques of ISO, BPR, Zero defect programs. There are some of the principles
that are important to adopts such as customer focus, the primary focus of the organisation should
be exceed and meet the expectation of customer need. When the firm will produced the product
according to the customer need it will help to increases the opportunities so that it can help for
better growth.
Another principle is related to leadership because the good leadership is help for getting
the success of the organisation (Yap and Ching, 2018). The great leadership are also help for
establishing the unity in the employees that are help for creating a thriving culture and it is help
for employees in order to complete the organisational goals. Leaders are help for motivating the
employees so that it can help the organisation for providing better environment that can help to
get the organisational success. Employees are feels motivated and it is also help for improve the
loyalty and productivity of organisation. Other principle is related to engagement of people, the
engagement of people are help for staff involvement by engaging the staff which are help for
delivering the value for pat time, full time etc. An leader should encourage the employees so that
it can constantly maintain the consistency as well as skills. It is help to motivating the employees
for continue improvement.
East Anglian Air Ambulance has a wide range of technical staff that are feeling bored
because of constant work at that time it is important for top level management to cooperate with
employees so that it feels engaged. The process approach is related to the organisational crucial
process so that it can help for maintaining the effectiveness of the organisation. There are some
basic activities that are need to follow such as quicker activities, improve consistency etc. There
are so many benefits of quality managements such as it is help for achieving greater consistency
in activities and tasks for the production of services and products. Also it is help for increasing
the process and reduces the time & efforts that are helps for increases the productivity of
resources (Surmanand Tóth, 2020). It encompasses the customer satisfaction level in order to
offered high quality of product and services. In the air line services customer are not going to
compromise with the quality because there is high investment needed. It gives the opportunity of
expand the business in order to marinating the high quality of products.
It has been recommends that there are some of the strategies which are used by
organisation in order to managing the quality issues such as follows:

 To building the company culture which are emphasising the quality improvement
because this is the best way for keeping the quality management in front of mind of
employees. There are so many strategies which are help for specific culture of the
employees.
 For managing the quality there is important to provide regular training to employees so
that it can help for well-designed the training program. There are the workers who are
likely to improve the session of training. However, for existing employees it is important
to provide them regular training so that they can improve the quality of work as well as it
is help for learning new process and procedure.
 Also, organisation can plan detailed inspection program regarding the manufacturing
process so that it can help for ensuring about the product design.
 For ensuring about the equipment that are regularly maintained in order to ensure about
quality as well as it is necessary to maintaining because it can harm the employee while
working. So, there are regular inspection of equipment which can be given the security
about the work. The device failure can affect the brand image of the organisation.
 The firm should use the internal audit in order to assessing the efficiency of supply chain
with maintaining the standard of regulatory. There are proper internal audit which can
help the customer satisfaction which are help for external compliance and safety
evaluation.
CONCLUSION
From the above report it has been conclude that operation and quality management
plays very important role in developing the overall production of goods and services.
Along with this, it has summarized about that quality management is concerned about
the standard of quality of the goods and services produced by company. The aim of both is
increase the productivity of the firm by providing great quality of services to their
customer. In addition to this, it has also concluded on the challenges faced by the
organization while adopting the operation and quality management such ethical and
sustainability. Lastly, it has thrown light on Deming’s theory and Joseph Jura’s theory that
has define the importance of quality standards as well as how it can contribute in success of
business.

REFERENCES
Books and journals
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Periodical Technical Inspection Stations. Applied Sciences. 11(11).p.4854.
Ma, G. and et.al., 2021. Two-Level Quality Decision Support System for Building Structural
Damage Prediction and Maintenance Solution Recommendation in the Operation and
Maintenance Phase. Journal of Construction Engineering and Management. 147(6).
p.04021044.
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methodological aspects of improving the organization and operation of production
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Surman, V. and Tóth, Z. E., 2020. Listening to the Voice of Primary Stakeholders-Differences of
Measuring Quality Among the Operation Levels of Higher Education
Institutions. Gradus, 7(2), pp.246-258.
Tu, Y., 2020. Distribution Network Operation Control Algorithm for Distributed Data Quality
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