Operation and Service Management: A Case Study of Sainsbury's Total Quality Management Practice

This report discusses Sainsbury's Total Quality Management practice and its impact on efficiency. It also evaluates how technology can be integrated into the process and explores supporting functions linked to operation management practice and their role in ensuring organisational success.

Operation and Service
Management

Table of Contents
Introduction .....................................................................................................................................1
Main Body ......................................................................................................................................1
Determine one operation management practice within an organisation ...............................1
Assess how operation management practice impacts the organisation in respect to efficiency. 2
Assess how technology could be embedded in this process...................................................4
Discuss what supporting functions are linked to operation management practice and assess
how can they help with ensuring organisational success.......................................................5
Conclusion.......................................................................................................................................6
References ......................................................................................................................................8

INTRODUCTION
Operation management is a field of business concerned with the administration of
business to expand the efficiency within an organisation. It includes planning, implementation
and to check out the process of an organisation's to maintain the balance of revenues and cost to
achieve the high profit(Bentham, 2018). The manger of the operation has a duty to ensure that in
the organisation there is effectively and efficiently uses of resources has been done. Unlike the
finance or marketing department the managers are responsible for their department whereas in
operation management the manager has cross department role in which the manager has many
responsibilities among multiple areas(Fanelli, 2018). Operation management plays a crucial role
in the business organisation to manage the work efficiently and regulate the process of an
organisation. In this report Sainsbury's which is the well known multinational groceries and
clothing retailer company, it was established in the form of partnership in 1869 by the husband
and wife. This report point out the detail explanation of the operation management practices of
the Sainsbury's , also in this report it would discuss that how the operation management impact
the business along with the role of technology. In this report it is also discussed that how the
operation management practices helps the organisation to get success(Braccio, 2018) .
Main Body
Determine one operation management practice within an organisation
Operation management is very important part of any company, every well established
companies has its own developed practices which help the organisation to work efficiently
within the organisation. It's up to the company to practices such operational management which
help the company to grow in a effective and efficiently manner and which helps the company to
achieve the desired goals(Kasaei, 2018). In this fast developing world where the taste and
choices of the people were constantly changing, to deal with the modern world it is necessary for
the companies to adopt the trending practices, which help the organisation in supply chain
management, controlling stock, information management etc(Khan, 2020). In this report the
Total quality management practice is taken into consideration. The Total quality management is
define as a continuing process to supervise the manufacturing process and consolidate the supply

chain management(Cao, 2020) . The main aim the Total quality management is to improve the
quality of business while analysing the goods and services. In the case of the Sainsbury, which is
one of the best retail brand in UK, which is known for its best quality products and for the
optimum utilisation of resources. The Sainsbury took all the responsibilities for the quality
standard they use for their product, because they believe that they are using the total quality
management in their best manner which helps them to make a well known reputation in the
market and help them to catch the customers and to bound them to purchase the product from
their company only(Luo, 2020) .
The Sainsbury's focuses various key principles of Total Quality management;
Customer focus: it is one of the best element of the TQM to know the favourite areas of
the customers that what the customer's were demanding and what they are not preferring, that's
the quality of the TQM to determine the the preferences of the customers and according to that
the resources will be use, it will help the organisation to use the resource effectively and
efficiently. In case of Sainbury's the company fully concentrate on the feedback of the customers
and took the feedback as an advice to improve the quality of their products(Nenycz-Thiel, 2019).
Employees engagement: it is one of the difficult task for the organisation to manage their
employees according to the work, if any wrong decision happen it means the product has to
suffer with the quality, so it becomes the responsibility of the manager to engage the employees
according to their experiences and give the liberty to the employees to do the work effectively
and efficiently so, that there is no chance to compromise with the quality of the
product(Romaniuk, 2019) . In case of sainbury's TQM the manager gives the opportunity to the
employees to perform their duties with their own decisions, it helps them to work with the
dedication and no carelessness would be shown while preparing the product.
Continuous improvement:with the help of the principle of TQM the organisation can
improve continuously with serving the best quality products to the consumers. In case of
Sainbury's the manager plays his best role while giving motivation to the employees so that the
employees never compromise with the quality and manufacture the goods with all the dedication,
which helps the organisation in continuing process.
Assess how operation management practice impacts the organisation in respect to efficiency
The efficiency of the organisation is depend up on the Total Quality Management as an
operation management. Total quality management covers each and every areas of operation

management initiate from product planning to inspection process. It focus on to improve the
organisation with the respect of others in terms of quality, productivity, customer satisfaction etc.
It is highly analysed in every organisation that TQM plays a crucial role to improve the
efficiency and to put the positive impact on the organisation. In case of Sainsbury's the company
has adopted the total quality Management in a best manner as it helps them to improve their
efficiency level. Some ways in which the total quality management enhance the Sainsbury's
efficiency are given below;
Enhance productivity: using the Total Quality Management by the organisation helps
them to improve the overall productivity. It helps the organisation to use the resources
effectively and efficiently as a result there is no unnecessary wastage of the resources and also
the cost using in the production would become less. In case of Sainbury's the organisation gives
the especial attention to the TQM to enhance the productivity.
Elimination of waste and defects: If the organisation is using the TQM with all the
sincerity then, there is no chance in the production process of wasting of resources. The TQM
assist the organisation to examine the non productive activities and wastage. In case of
Sainbury's the operational manager choose the effective resource planning which helps the
organisation to maintain the stocks and give the best quality in the product. This practice helps
the Sainbury's to use the resources with all the care and protection and to provide the best quality
of products.
Reduce product defects: most of the organisation facing the problem in the market of
defective products the reason is they are not using the TQM as an operational management. Total
Quality Management also helps the organisation to reduce the defects in the product. If the
customer's found any defect in the product then, as a result the organisation have to face criticism
and also the market value of the organisation is also got diminish. In case of Sainbury's , use of
Total Quality Management helps the company in reducing the defect in the product and make the
manufacturing process appropriate, it will also help in reducing the cost of manufacturing and
gives high margin to the companies to earn more.
Developing effective communication system: to work efficiently and with the proper
care without any defects and mistakes, it is necessary in the organisation to develop the effective
communication system, everyone in the organisation should aware about the rules and
regulation's of the company and it is easily carry on only when the communication system of the

organisation is effective(Newing, 2020). In case of Sainsbury's the company especially build the
communicating system to vary the information to all the employees. If things would not convey
as it want to get covey then, it creates the misunderstanding between the employees and the
manager and somewhere the mistakes would done and as a result the product quality would get
change(Sterland, 2020) .
Enhance unity: the TQM is the integrated system of the organisation, it helps the
organisation to maintain and improve the unity between the employees. The situation occur
sometimes in the organisation when the employees got an issue with their colleague and it
would created a negative impact on the business. The use of TQM enables the organisation to
work together and build the unity among all the employees. In case of Sainbury's the efficiently
use of TQM helps the organisation to build unity between all the shareholder's of the company.
Evaluate how technology could be embedded in this process or evaluate how this
has already been achieved
The affectionate and cordial services which are provided by the knowledgable employees
of Sainsbury's , the latest high end technologies which will improve the experience for the
consumer's , and establish a sense of satisfaction for them, for ameliorating and betterment of the
customers. Carefully analysing the framework of the fresh mechanism, which will b e stated in
three sectors, such as :
 Rapid Supply Chain to thrust up the time span , it takes for the product to end up on the
shelves.
 Advancement in the area of self-service checkouts, which will bring about reduction the
queue time.
 Proclaiming with vouchers, technologies will be used to print coupons on the goods the
customers will buy.
 The brand match technology, which helps in the prompt voucher credits , in store credits
 The Nectar Loyalty Programme is the crucial source recognized as advantage. With the
use of nectar customers can be rewarded directly from the point base system
 Furthermore, there has been introduction of an altered version trail known as Mobile
Scan and Go, consumers feel free for their purchase inside their store, they can pay with
a tap and go without the hindrance of trolley bags

Lately, the blooming social media strategies of Sainsbury's , the extended version of the
process which assimilates which stimulates, three main components, namely as , Service for
Customer, Crisis Control and Sales,
The emerging sales, is the most widespread extensive across the social media platforms.
Exerting abilities of Sainsbury's social media criterion, at the beginning the retail place used
social media criss management, which helps in dusting the success in the enterprise of
Sainsbury's. Even in the horse meat case , this tool has helped the retail place to grow and helped
not-to loose the numbers of customers.
The establishment of smart and new mechanism the area of Operation Management
Practices is the regard to Sainsbury's is mentioned below :
SOCIAL MEDIA – the expanding technological pace which is used by the industries,
allowing the business's to communicate thoroughly to the aiming customers and advertising in
the manner that the customer should be well known by the brand image and the exclusive goods
and services. This technology covers a lot more of divisions such as the human resources
department and the office of marketing, the extensive tool of social media also helps the
enterprise in getting into the purview of positive rationalism and attain excessive certain results .
Social media also become a helping hand in making the company customer centric, it benefits
the organization to grow to the highlighted level of consumer satisfaction , the spectrum of
consumer satisfaction should maintained by the business. An essential service of social media is
handling out the commutation barrier (if any) between the retail store and the customers, to
provide quality assistance. Sainsbury's foundation is to keep the consumers happy.
Artificial Intelligence: it is considered by the company to remove the defects and to
assure about the quality or the quantity of the products. This artificial intelligence saves the time
of the employees and it gives the better result in the manner of good product. The most best
reason of using the AI is to reduce the cost of production. In case of Sainsbury's the use of the AI
enables the company to smoothly carry out the functions and also give relaxation to the company
employees and also remove the burden on the manager's.

Discuss what supporting functions are linked to operation management practice and assess how
can they help with ensuring organisational success
There are different supporting functions which have a connection with the operation
management practices, and these were also enables the organisation to achieve success. In case
of Sainbury's, several supporting functions were connected to operation management practice
which are mentioned below:
Quality planning: It is necessary for achieving success or to achieve the desired goals,
there should be some quality planning for the different circumstances and its the sign of the
efficient working to get prepared for each and every situations. In the market many times the
situation goes up and down and most of the organisation got failed to deal with the up coming
situations because they don't have a quality planning for their business. In case of Sainbury's the
company already made a quality plan for the critical situations so that the company would not
suffer any huge loss(Oxford Analytica, 2020).
Quality assurance: under the TQM there is another function which assure the customer's
for the quality of the products. Once the customer got assured about the quality of the products
either the customer got stuck for the companies product or if he found the better quality from
others brand then, the customer got switch the brand which is a not a good impact of the
organisation in the market. If the company maintain the quality of the products like the
Sainbury's doing then, it will give a high profitability to the organisation.
Quality control: There is another function of TQM is to control the quality of the
products, in this principle all the reputations of the company would stand,. If this principle of the
organisation not achieved then, it cause a huge loss to the company, in the result the company
can loose the place in the market(Zhan, 2021).
Quality improvement measures: its a last function of the TQM to take such
measures which help the organisation to improve the quality of the products. The good quality
products attract the customer's and the same thing would done by the Sainbury's that the
company took such measures which enhance the quality of the products, like the inspection
would be done by the manager(Hu, 2021) .

CONCLUSION
From the above report, it has been concluded that proper operation management helps
the business organisation to effectively manage and regulate their all operational related activity
which helps the organisation to achieve all the desired goals which improves the overall
performance and profitability of the company. This report helps to figure out that operational
management practice like Total Quality Management helps the business organisation to
diminishing any kind of waste or defect enabling them to have higher productivity and market
image.

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