Strategic Quality Change Management in Marks and Spencer

Operations management is a vital aspect of any organization, as it helps to coordinate and manage various activities across different departments. The report highlights the importance of operations management in achieving strategic business objectives. Marks & Spencer has implemented changes in their communication and technological aspects to improve service quality and increase sales. The organization also uses benchmarking techniques to monitor the success of strategic quality change. Effective operations management can help organizations achieve success in the strategic business arena.

Strategic Quality And System
Management

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK ..............................................................................................................................................1
1.1 Stating the importance of effective operations management in the achievement of
organizational goals....................................................................................................................1
1.2 Evaluating the success of existing operations management processes of an organization\. .2
2.1 Stating the importance of effective quality management in the success of an organization.2
2.2 Evaluating the success of existing quality management process..........................................3
3.1 Plan a strategic change in the quality system of Marks & Spencer to improve their
performance.................................................................................................................................5
3.2 Defining resources, tools and systems which support in making strategic quality change
within an organization.................................................................................................................5
3.3 Evaluating the implications of planned strategics quality change upon the firm.................6
3.4 Designing system to monitor the implementation of strategic quality change in an
organization.................................................................................................................................7
4.1 Implementing a strategic quality change in Marks & Spencer.............................................7
4.2 Inbuilt a quality culture in an organization ..........................................................................8
4.3 Monitoring the implementation of strategic quality change ................................................8
5.1 Evaluating the outcome of strategic quality change ............................................................9
5.2 Recommending the area for improvement in strategic quality change with the alignment
of organizational objectives........................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Strategic quality planning may be defined as a process in which organization make focus
upon the establishment of long term goals. In addition to this, it also includes the approaches
which organization can deliver quality services to their customers. By managing system and
quality of the product or services firm is able to build long term relationship with their customers
(Bell and et.al., 2005). This project report is based upon Marks & Spencer which is one of the
largest British multinational retailer of UK. It offers luxury cloths and quality food items to their
customers. The present report will discuss in the importance of effective quality system and
operations management in the attainment organizational goals and objectives. Besides this, this
project will also shed light on the resources, tools and systems which helps in making strategic
quality change within the company. Further, this project will also examine the system through
which business entity can monitor the implementation of strategic quality change.
TASK
1.1 Stating the importance of effective operations management in the achievement of
organizational goals
Operation management consists of the effective management of business practices or
aspects which helps them in developing the high level of efficiency within an organization.
Operation management is highly concerned with the conversion of raw material and labor into
finished by reducing the wastage (Understanding operations management, 2016). Thus,
operation management plays a vital role in making contribution in the organizational growth and
development. Marks & Spencer undertakes operations management system to maximize their
productivity and profitability. Company frame strategies and policies in relation top make use of
input such as material, labor and financial resources. Through this, enterprise is able to get the
desired level of output.
One of the main objective of Marks & Spencer is to maximize their profitability by
delivering the quality as well as satisfactorily services to their customers. In addition to this, by
managing all the operational level functions business unit become able serve the customers at
very reasonable cost (Cowan and Anthony, 2008). For instance: operational manger frames
strategies in relation to the acquiring of material from the low cost manufacturer. Through this,
company is able to produce the product at reasonable cost and there by serve the product to their
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customers at very low cost in comparison to others. Along with it, operational level managers
also make discussion with the human resource department in relation to the staffing as well as
training and development need of their employees. Through this, organization is able to produce
the goods in an effective manner with the help of skilled and efficient workforce. Further,
operational level manager also provide information to finance department about any financial
need or requirement (McAdam, 2007). Moreover, effectiveness of the operational activities are
highly associated with the human and finance department. All these departments help business
unit in producing the output in an effective manner. Thus, operational management plays an
important role in achievement the goals and objectives of an organization by coordinating the
activities with the all level of departments.
1.2 Evaluating the success of existing operations management processes of an organization\
Operation management of Marks & Spencer plays a significant role in the attainment of
organizational goals and objectives. Operational manager of an organization plans daily activities
and strategies for the functional department. Through this, company is able to achieve their goals
and objectives to the large extent. Operational department of the business unit cannot work
individual. It includes finance, production, marketing, research and development as well as
finance department.
Operational manager coordinate the activities of all departments because all these
departments plays a vital role in fulfilling the goals and objectives of an organization.
Operational manager frame strategies in relation to the acquisition of raw material at very low
cost. Besides this, manager also make discussion with human resource and finance department In
relation to their needs. Thus, by making balance wit all level of departments company is able to
perform their activities and functions in an effective manner (Rothstein and Burke, 2010).
Besides this, Marks & Spencer alo make use of latest technological instruments which helps
them in producing goods in an efficient manner. By using latest technologies company is able to
produce the products within the very less time. It also enable organization to produce the high
level of output and there by fulfills the need of the customers on time. Through this, business
entity can build distinct image in the mind of existing as well as potential customers by making
delivery of products on time.
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2.1 Stating the importance of effective quality management in the success of an organization
Quality management is the act of managing all the activities and tasks by the organization
in order to achieve the desired level of excellence and the desired objective. Quality
management is also know as Total quality management. This technique is used by the company
in order to integrated its management responsibility, manage its resources, measurement of
performance and so on. Importance of quality management in the success of Marks & Spencer
are as follows:-
1. Quality management aid the company to strengthen the competitive position. Better
competitive position will move the company towards the high growth rate.
2. Lower the cost and better cost management:- Quality management will assist the Marks
and Spencer company to reduce the cost of its production. At the same time company will
also will be able to properly manage its cost.
3. Elimination of defects and waste:- By using the concept of quality management Marks
and Spencer will be able to reduce the wastage of the resource. This in turn will assist
the company to utilize the available resources to the full extent (Vauterin, 2011).
4. Higher productivity:- Marks and Spencer can be able to increase the level of its
productivity by using the quality management concept.
5. Improve employee morale:- Quality management will help the company to manage all its
operations and activities properly in the organization. This in turn boost up the morale of
the employees. Because by managing all the activities properly an organization will be
able to assign the proper work to the employee which suits its qualification (Wang,
2012).
6. Increased job security:- By using the concept of Quality management Marks and
Spencer's will be able to increase the job security among the employee by providing them
what they want.
7. Increased customer loyalty and retention:- Effective Quality management will aid the
Marks and Spencer to increase the loyalty and retention power of the customer towards
the products and services offered by the company.
2.2 Evaluating the success of existing quality management process
Quality management process aid the company to improve the quality of the team
members. Quality management process also help the company to set the target that they need to
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meet in order to achieve the desired target. By using this process company will be able to
perform quality assurance, undertake quality control, improve the quality of the product and also
help to implement quality management. The process of quality management that is used by the
Marks and Spencer in order to evaluate the success of the organization are as follows:-
1. Identify the organizational goal:- the first step of this process starts by informing
employees about the mission, vision and objective of the organization. And at the
same time they also informed that how there role and presence is important for the
organization.
2. Identifying the critical success factors:- Once mission and vision of the organization
has been discussed with the employee than an organization should identify various
factors that are beneficial for the success of the company (Greasley, 2007). The factors
can be technical support, financial security, well designed production process and so
on.
3. Identify internal and external customers:- After the identification of the various success
factors Marks and Spencer should make an attempt to identify the internal and external
customers that are present within and outside the business organization. Finding out of
these customers will assist the company to develop the product and services that are
offered by the company to these people.
4. Customer feedback:- After the identification of the customer Mark and Spencer
company management should start taking the feedback from the customers. Customer
feedback is one of the essential step in the success of the quality management process.
5. Implement of continuous improvement:- in this step all the information that is
collected by the company through customer feedback and research should be used by
then in order to make necessary changes to the quality management process (Skjott-
Larsen, 2007). Customer feedback should be used by the company on a continuous
basis in order to improve the process of delivering goods and services that are offered
by the company.
6. Select quality management software:- After implementing the customer feedback
Marks and Spencer should use the quality management process in order improve the
quality management process (Klein, 2007).
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7. Evaluating results:- At last company should measure the result in order to analyses the
success of the quality management process.
Thus, at last it can be concluded that success of the quality management depends on how
the company follow the quality management process and the customer feedback.
3.1 Plan a strategic change in the quality system of Marks & Spencer to improve their
performance
In the competitive business environment company can attain success only when they
offer quality and satisfactorily product or services to their customers. Thus, there are several
changes which Marks & Spencer needs to undertake to improve the quality of product or
services which are delivered by them. In retail organization, customer satisfaction is highly
dependent upon the quality of services which are delivered by service personnel. Thus, marks &
Spencer needs to organize the periodical training and development session for their employees.
Through this, human resource pf an organization is able to deliver the quality services to their
customers. In addition to this, company also needs to boost up the morale of their employees by
providing several financial or non-financial benefits to them (Mabey and Lees, 2007). In
addition to this, company also needs to encourage their workforce to make participation in
framing competent strategies and policies by sharing their view and suggestions. Moreover,
employees are in direct contact with the customers so they are highly aware with the needs and
exceptions of their customers. Thus, company needs to motivate their workforce to share their
ideas which helps organization in improving the quality of product or services.
Along with it, firm also needs to undertake research and development activity which
helps them in identifying the updated technologies. Company can improve the quality of product
by making use of the latest technological aspects. In addition to this, marks & Spencer also
requires to make change ion the communication aspect of the organization. Usually, front level
manger is highly aware from the quality related issues which are faced by the customers of an
organization. Thus, business unit needs to build up effective communication system such as
intranet. Trough this, front level personnel is able to communicate with the operational level
employees. By identifying the loop holes in the quality aspect operational level manager is able
to make changes in their existing process (Mutch, 2008). Through this, organization is able to
offer quality product to their customers and there by increases productivity and profitability of
ajn organization.
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3.2 Defining resources, tools and systems which support in making strategic quality change
within an organization
Marks & Spencer requires to undertake several resources, tools and system a which helps
them in managing the strategic quality change within the organization. For making improvement
in the communication system company needs to make investment in the latest technological
aspect. Marks & Spencer have to incur expenditures to build up intranet within an organization.
Through this, operational level manager is able to communicate with the other departments such
as production, marketing, research and development etc. in an effective manner (Kamel, 2003).
All these departments have high level of influence upon the quality of product or services. Thus,
with the helps of intranet firm is able to produce or offer quality products to their customers and
there by maximize their sales and profitability aspects.
In addition to this, for the development of technological aspect business unit also requires
to hire the skilled and efficient technical personnel. By hiring such personnel company is able to
deal with the technical issues or problems more quickly. Thus, marks & Spencer is also requires
to recruit more personnel who supports the strategic change within an organization. Company
also make use of quality circle system to manage change in the firm. Along with it, Marks &
Spencer also needs to make use of six sigma tool to manage the strategic quality change
(Khosropour, 2002). Six sigma quality tool also helps organization in identifying and removing
the defects which occurred in the manufacturing process of an organization. Through this, firm is
able to produce the quality goods a very cost effective rate and there by helps organization in
improving the sales aspect of an organization.
3.3 Evaluating the implications of planned strategics quality change upon the firm
In the present era, company needs to make changes in the quality system of an
organization. By making improvement in the quality of product or services company can build
competitive advantage over their rivals. Strategic quality change which are made by an
organization have positive implication upon the firm. Marks & Spencer undertakes quality circle
strategy to manage change in the organization. Quality circle refers to the group of managerial
employee who organize meeting on a regular basis. In meeting, employees make discussion in
relation to the quality problems, investigate the causes and there by make effective measures.
Further, firm can also make improvement in the process of manufacturing by increasing the
employee participation in quality circle (asin and Gomes, 2010). Thus, by taking feedback from
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employees company become able to offer the quality product or services to their customers and
there by make contribution in the attainment of organizational goals.
In addition to this, effective communication system which company is planning to evolve
through intranet also helps them in improving the quality of product or services. Through this,
company is able to satisfy the quality needs of their customers and there by evolve satisfaction
among them. Further, it also enables Marks & Spencer to create distinct position at marketplace.
Besides this, company also boost up the morale of their employees which encourages them to
give their best efforts in an organization (Theoharakis and et.al., 2007). In addition to this,
company also motivate their human resources to share their unique ideas and suggestions. Thus,
by getting the participation of workforce Marks & Spencer is able to frame the competent
strategies and policies which helps company in delivering the quality services to their customers.
3.4 Designing system to monitor the implementation of strategic quality change in an
organization
Marks & Spencer undertakes bench marking technique to monitoring the implementation
of strategic quality change. For getting the desired outcome company requires to make
continuous monitoring of change. Through this, firm can easily assess the extent to which
changes are implemented by them. To monitor the change company firstly make objectives in
relation to the quality changes, Thereafter, business unit make comparison of their actual results
of change with the predetermined output (Blumentritt, 2006). Through this, enterprise is able to
assess deviations which occur in results of an organization. By identifying the loopholes
company is able to undertake effective measures which helps them in managing the change
within an organization.
4.1 Implementing a strategic quality change in Marks & Spencer
Marks and Spencer undertake the strategic quality change planning process in order to
define and achieve the organization desired long term objectives in respect of customers and
quality of the product. This strategic change process will assist the mark and Spencer to clarify
the goals, and ways to achieve the desired goals. These change also help the mark and Spencer
to cohesive its business plan in order to achieve what they want. Implementation of strategic
quality change enables the organization to execute the through in order to achieve the
competitive and quality leadership benefits.
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Implementation of the strategic quality change enables the Mark and Spencer to move
towards the success of the organization by satisfying its customers. An organization can
properly satisfy its customer by providing them what they want (Chan, 2011). This is only
possible when company take continuous feedback from the customer in order to know the needs,
wants and requirement of the customers.
Implementation of strategic quality change moves the company towards the success.
Implementation of strategics change help the company to proper allocate the resources in order
to overcome the problem of resistance.
4.2 Inbuilt a quality culture in an organization
Manager of every organization is liable to generate the reasonable and fair working
environment within all the departments in the organization. An organization should offer the
suitable quality culture to all the employee so that they can perform there tasks more effectively
in order to achieve the desired organizational objectives. With the help of quality culture circle
participation of the employee can be increased by providing them what they want at the work
place (Ekaterini, 2011). Quality circle also assistance the company to increase the morale and
productivity of employee. This in turn will help the company to move towards the success of the
organization.
In addition this quality circle provides the greater benefits to the mark and Spencer in
terms that help them in developing suitable decisions. In this case top management is allowed to
participate in the organizational activities when the work is being allotted to mentor. In order to
achieve the success Mark and Spencer is liable to maintain proper communication within the
organization (Bell and et.al., 2005). Along with the healthy communication mark and Spencer
should conduct various training and development sections in order to acknowledge the
employees about the work that is taking place in the organization.
4.3 Monitoring the implementation of strategic quality change
In order to fulfill the goals and objectives company needs to make continuous monitoring
of change which are implemented by Marks & Spencer. Company have undertaken bench
marking technique to monitor the changes which are made by an organization. After making
assessment of changes company have been identifying that company have sufficient amount of
human and financial resources. Firm have recruited technical personnel to make technological
changes in the organization. In addition to this, financial performance of an organization is also
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improved as compared to previous years. It reflects that company have made proper
improvement in their quality system. Due to this aspect sales and revenue of Marks & Spencer is
increased in present year (Cowan and Anthony, 2008). It also shows that customer satisfaction
and loyalty is also increased as changes made in the quality of product or services. Besides this,
strategic and policies of an organization is also improved through the participation of their
workers. All the above mentioned aspects show that Marks & Spencer have performed their
activities and functions on the basis of the budgeted activities.
5.1 Evaluating the outcome of strategic quality change
The management of Mark and Spencer utilize its various reports in order to prepare
various operational plans in order to review the growth rate of the company in order to achieve
the organizational goals and objectives. With the several changes that has taken place in
organization in abstraction to the appropriate communication techniques help the company to
ensure the work in the effective manner (Rothstein and Burke, 2010). With the existence of the
appropriate monitoring and evaluation techniques Marks and Spencer company is able to reduce
the rate of employee turnover and absenteeism. In addition to this this an organization can be
able to effective manage all its operations in each and every department.
At the time of carrying out the evaluation process of newly defined structure survey has
been carried out in order to find out the demand of the customers. In addition to this changes is
discovered in order to specify the new revised structure. Along with this evaluation of the
progress has been done in terms of revenue, clients and profitability (Greasley, 2007). The
activity conducted consider feedback approach in order to determine whether the changes have
been implemented as per the desired or not. through evaluation organization is able to enhance
learning and measure the performance so that workforce do not compromise with the quality
approach. Benchmark has been set on the bases of the evaluation of the performance.
5.2 Recommending the area for improvement in strategic quality change with the alignment of
organizational objectives
The organization like Marks and Spencer has planned several changes in context of
different areas. The organization need to carry out several modification in order to meet the
changes that take place due to constant change in the external business environment. The mark
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and Spencer is required to deal more effectively in order deal with the customer in the proper
way. In addition to this company should make an effects to fulfill the need and desire of the
customers in accordance with the change in the lifestyle, taste and fashion which has gained
large importance now days. This in turn shows that the Marks and Spencer has make an efforts in
order to implement the several proposed changes.
One of the beneficial changes that has taken place in this context is the change in the
communication pattern. This improvement has resulted in bringing greater improvement in the
organization (Cronholm and Salomonson, 2014). By using various communication tools such as
telephone, e-mails and so on will assist the company to reduce the several issues that take place
with the organization. By using the walky talky in the organization an organization can quickly
exchange the information from one to another within a short period of time.
CONCLUSION
From this project report it has been concluded that operation management helps
organization in coordinating the activities of different department. It plays a vital role in
achieving success in the strategic business arena. It can been seen in the report that Marks &
Spencer requires to make change in their communication and technological aspects. Through
this, company is able to offer quality services to their customers and there increase the sales
aspects of an organization. Further, it can be concluded that Marks & Spencer undertake bench
marking technique to monitor the success of strategic quality change within an organization.
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Online
Understanding operations management. 2016. [Online]. Available through: <
http://www.open.edu/openlearn/money-management/management/leadership-and-
management/understanding-operations-management/content-section-1>. [Accessed on
23rd January, 2016].
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