Operations and Service Management: Total Quality Management Practices at H&M

Operations and Service
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
Operation management practice.............................................................................................3
Operation management practice influence the organisation in regards to efficiency............4
How technology could be embedded in this process or evaluate how this has already been
achieved..................................................................................................................................6
Supporting functions are linked to this operation management practice...............................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Operation management is one of the business practices that help in creating highest level of
efficiency within company. The main role of operation manager is to manage the activities
related to the production of goods and services. They mainly focus on managing the operational
process, planning, performance improvement, embracing design, controlling and framing
operational strategy (van Kemenade and Hardjono, 2019). The purpose of operation management
is to control the production process and business operations in effective and efficient manner. It
is important for organisation as it plans, supervise and control the production and manufacturing
process and service delivery. It mainly utilizes the resources of company and develops products
and services that satisfy the needs and demand of customers. The project is based on operations
and service management in which operation management practices, its influence on the
organisation in regards to efficiency. It also covers the evaluation of how technology could be
embedded in this process and the supporting functions which are linked with operation
management practices are determined. The chosen organisation for accomplishing this report is
H&M, it is a retail company which deals in clothing and accessories. Company was founded in
1947 by Erling Persson and also it makes online shopping available at several countries.
Operation management practice
H&M implements total quality management within their organisation in order to attract
and retain maximum number of people towards the brand. Total quality management is a
continous process which mainly focuses on detecting and reducing the errors in supply chain
management, manufacturing, and improving the customer service. There are various total quality
management components such as customer based approach, management based on facts, quality
planning, management commitment or leadership and continuous improvement (Bouranta and et.
al., 2019). Through implementing Total Quality management, H&M improves the quality of
company’s output including products and services by focusing on continual improvement of
internal practices. It is a customer focused process which mainly aims to improve the business
operations. H&M generally focus on improving the quality of its product and services in order to
create strong customer base. They consistently develop and improve the goods and services so
that they can improve the quality of its product. H&M is a fast fashion growing company which
has created a reputation in market. They have also created its operating model which helps to be