Total Quality Management in TSC : Report
Added on 2020-01-23
6 Pages1545 Words164 Views
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Total Quality Management
TABLE OF CONTENTSIntroduction......................................................................................................................................3Overview of company:.................................................................................................................3Analysis of company and products:.............................................................................................3Cost of Quality: ...........................................................................................................................4TQM and its tools:.......................................................................................................................4Conclusion.......................................................................................................................................5References........................................................................................................................................62
INTRODUCTIONTotal Quality Management (TQM) is the comprehensive approach which management ofthe uses for improving quality of goods and services by focusing on continuous feedback fromtheir customers (Sallis, 2014).Overview of company:Present report is based on The Sultan Center (TSC) situated in Kuwait. Jamil Sultan is thekey person and the founder who established TSC in the year 1976. It is a shareholding companywhich trade in retail sector. Basically, it deals in diversified range of products and services.Groceries, catering, consumer goods, security, telecommunication and investments are differentvariety of products. TSC is the first self service store of Kuwait which provided the organizationto expand their stores and products varieties (The Sultan Center, 2015).Analysis of company and products: TSC aims at 'one stop shop' for their buyer and customers. It is the giant retail companywhich consists of wholesale centers, discount stores, mega markets, service stores, expressedstores and convenience stores. In all these stores, TSC intends to serve their customers with fullefficiency. The Sultan Center recorded their growth of average rate of revenue by 4% whereas anexceptional growth rate of 10% in retail operations at stores in Oman, Bahrain and Jordan hasbeen recorded. TSC has also shown an increment of 7% in telecommunication and servicesdivisions. TSC at present is having 65 stores, 22 restaurants, 7 industries in 5 different countries.Company is approximately employing 10 thousand people and serving around 5 millionconsumers through their products and services. TSC is spreading their hands all around andplanning to open 13 more shopping centers in Kuwait, Lebanon, Jordan and Bahrain in thecoming year. Telecommunication and services divisions help TSC in strengthening theirshareholding in the market. At the end of the 2014, company's net profit was recorded at 10,90,983 KD (Kuwait Dinar) whereas in 2013 it was only 1, 41,701 KD (Sultan Center FoodProducts Company -K.S.C. (Public), 2014). TSC provides quality services in each sector of their dealings. Furthermore, , companyorganizes training sessions for their employees and staff to ensure quality services (Conti, 2012).The organization takes feedback from their customers for improvement purposes. Security &Technical Service Group is a subset of TSC which provides efficient quality of services and3
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