Performance Management Report of Sainsbury

The provided assignment is related to Performance Management and Quality Control Systems, specifically analyzing the Sainsbury's annual report and accounts. The report aims to evaluate the effectiveness of Sainsbury's quality management systems and identify areas for improvement in their performance management processes. It also explores the importance of total quality management (TQM) diagnostic reports and data analysis in strategic decision-making for companies in the plastic sector.

Unit 11: Strategic Quality and Systems
Management
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Table of Contents
Introduction........................................................................................................................................
Task 1: Understand the role of operations management in an organization.....................................
1.1 Explain the importance of effective operations management in achieving
organizational objectives................................................................................................................
1.2 Evaluate the success of existing operations management processes in
meeting an organization’s overall strategic management objectives ............................................
Task 2: Understand the importance of managing quality in an organization.....................................
2.1 Explain the importance of effective quality management in achieving
organizational objectives................................................................................................................
2.2 Evaluate the success of existing quality management processes in meeting an
organization’s overall strategic management objectives ...............................................................
Task 3: Be able to plan a strategic quality change in an organization...............................................
3.1 Plan a strategic quality change to improve organizational performance..................................
Total Quality Management Principles:............................................................................................
Customer focused:..........................................................................................................................
Employee Participation:..................................................................................................................
Process Focused:............................................................................................................................
3.2 Define resources, tools and systems to support business processes in a
strategic quality change.................................................................................................................
3.3 Evaluate the wider implications of planned strategic quality change in an
organization....................................................................................................................................
Attaining operational excellence in change management is an often overlooked
way to gain competitive advantage over competitors. Change management must
become a responsive, efficient, effective and flexible organisation that delivers
quality outcomes at optimum cost with fewer defects and maximum returns on
investment budget..........................................................................................................................
3.4 Design systems to monitor the implementation of a strategic q uality change
in an organization ..........................................................................................................................
Task 4: Be able to implement a strategic quality change in an organization.....................................
4.1 Implement a strategic quality change in an organization ........................................................
4.2 Embed a quality culture in an organization to ensure continuous monitoring
and development ...........................................................................................................................
4.3 Monitor the implementation of a strategic quality change in an organization
........................................................................................................................................................
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Task 5: Be able to evaluate the outcomes of a strategic quality change in an
organization.......................................................................................................................................
5.1 evaluate the outcomes of a strategic quality change in an organization ................................
5.2 recommend areas for improvement to a strategic quality change that align
with organizational objectives .......................................................................................................
Reference...........................................................................................................................................
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·Introduction
UK’s second largest supermarket Sainsbury Plc was founded by John James Sainsbury in the
year 1869 and is head-quartered at London, UK. The format of Sainsbury stores is divided into
two and they are regular Sainsbury's supermarkets and Sainsbury's Local convenience stores.
The great emphasis on fresh food and improved product lines heightens the customer’s loyalty
towards Sainsbury. In this work, the strategic quality and systems management at Sainsbury will
be analyzed by the author.
·Task 1: Understand the role of operations management in an organization
·1.1 Explain the importance of effective operations management in achieving
organizational objectives
According to Meredith and Pilkington, (2018) Operations management is the activity of
managing all the functions which will benefit an organization to increase its productivity and
profitability. This means that operations management exists at all levels of the organization
whether it is directly related or otherwise. For example, marketing managers plan for their trips
to meet customers, this activity is an operations management one. On the other hand it has been
argued by Khanna, (2015) if operations are not managed effectively it will cause hindrances in
managing the daily activities of the organisation. It may also decrease overall productivity of
Sainsbury, there will be a huge gap between the input and output ratio. It may also decline of the
performance of the employees within the company. Various activities of business will also come
to halt and resources of the organisation will not be used properly. Due to poor operations
management strategies company will not be able to achieve its goals and objectives which will
result in the loss of the company. In the view of Heizer and Render (2013) Operations
management is the core part of an organization and it is devoted to production and delivery of
goods and services.
In the view of Konopaske (2013) organizational objectives are particular aims and objectives set
by the company, required to achieve it in the future for their organizational benefits. As per the
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annual report of Sainsbury plc (2014) the business strategy and objectives of Sainsbury includes
following:
·Compelling general merchandize and clothing
Operations management helps the organization to increase their productions with
minimum cost through effective utilization of all the available resources. The sales
growth of Sainsbury has increased twice over the rate of food through the economic
offering of high quality products to customers at supermarket prices. The great
performance of sales in the Sainsbury is from the areas of cookware, kitchen electrical
and clothing (Sainsbury, 2014).
·Great food
Effective operations management helps the organization to provide quality products to
customers. Sainsbury produces quality products by combining their ethical standards
with strong supplier relationship (Sainsbury, 2014).
·Developing new business
As per the annual report of Sainsbury (2014) the company considers developing new
business and investing beyond their core as part of long term strategy for future.
·Growing space & creating property value
The annual report of Sainsbury (2014) mentions that the company has clear vision on
growing their stores and store portfolio. The effective operations management of
Sainsbury accredits the company to add space to existing stores through extensions.
·Complementary channels and services
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The operations management helps the company to boost their sales and enhance the
means for the distribution of products. Sainsbury Plc develops and maintains various
channels and services that acts complement with their existing super market business and
thus the company is able to drive sales through increasing customer loyalty (Sainsbury,
2014).
The Telegraph (2014) reports that company’s passion for maintaining health, safe, fresh and
tasty food during the economic conditions has grabbed customer’s credit worthiness and loyalty
towards it. Sainsbury has also given more importance for opening new stores at different areas,
where the customers can easily reach, and along with it the company also aims to provide
satisfied shopping experience to customers.
Even at the economic recession period, the company took great care to maintain quality in their
products through giving utmost importance to hygiene and safety. As per the annual report of
Sainsbury (2014) the industrial advancement paved the company to try their best to supply
goods and services according to changing needs and demands of the customers. The effective
operations management has increased the company’s productivity and profitability through
sales. For this purpose Sainsbury recruited more than 10000 employees all across the stores to
handle customers without losing them at the checkpoint.
l壱1.2 Evaluate the success of existing operations management processes in meeting an
organization’s overall strategic management objectives
The existing operations management of Sainsbury enabled the company to achieve £120 million
of operational cost. According to Pyzdek and Keller (2014), efficiency of management and
innovative technologies to reduce cost and time is the primary concern for all organizations. As
a result of effective operations management, the Sainsbury possess advance technologies and
efficient management to generate growth on sales and income for the company. Bench marking
process made the Sainsbury competitive through implementing targets and objectives, by
comparing with the performance of other similar organization. Effective benchmarking system
provided, Sainsbury to identify and prioritize the opportunities more easily for increasing
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productivity and profitability of the company. According to Hammer,(2015) balance score card
tool helps the managers of a company to track the activities of employees and to monitor the
consequences of their activities. Being a strategic performance management tool, balance score
card benefited the Sainsbury to measure their performance in finance, customers, internal
business process and learning and growth. The success of operations management is reflected in
every aspect of the organizational activities of Sainsbury.
In the views of Domínguez-Mayo and et.al., (2015) if operations management process is
poorly managed it will result in inability of the organisation in achieving their strategic
management objectives. If management of operations are not effectively managed it will result
poor implementation of strategies and this will result poor product and service quality of the
organisation which will dissatisfy the customers. When the strategic objectives are not met
effectively it will decrease the profitability of Sainsbury. Due to poor operations management
strategy it will also increase the waste as company will not be ale to put control on its wastages.
So it is important for the company to track the success of its operations management process.
There has been an issue in the operations management process of Sainsbury is that company has
failed to operate the business at global level in a successful manner as they have been facing
problems is dealing with operations like the transportation, information technologies, etc.
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·Task 2: Understand the importance of managing quality in an organization
·2.1 Explain the importance of effective quality management in achieving organizational
objectives
Effective quality management in an organization ensures credibility and consistency in the
products they produced and developed. According to Pyzdek and Keller (2014), the ‘Six Sigma’
quality models is the discipline set by Sainsbury to measure the quality standards and efficiency
of the organization. Effective quality management serves as a tool for Sainsbury in ensuring the
quality of business operations are managed effectively and help ensuring high customer loyalty.
Thus it helps in increasing the cash flow for the company and increases the performance of
employees within the organisation which results in the satisfaction of employees in an
organisation. Effective quality management process can help in making a company a better
place to work as there will occur less errors and quality of performance and products will be
improved. It also play a crucial role in the growth and reputation of a company and is a key
resources for facing competition within the market.
The six sigma or the DMAIC model has five processes to check the quality of the
operations in an organization- Define, Measure, Analyze, Improve and Control.
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Fig 2.1: Six Sigma -DMAIC
Source: Pyzdek and Keller (2014)
Define: In the first step, the Sainsbury defines the goals in terms of critical parameters for
quality and production. Sainsbury should define the goals of the organisation by identifying the
hazardous process of tasks which are unsafe for the organisation and need need to identify
completing cycles of a task.
Measuring: Measuring the current performance of company with respect to future targets by
gathering the required data and the establish a base line for measurements. Sainsbury also should
assess its safety performance of its work place.
Analyse: Company need to analyse the data found within the previous step in order to find the
root case for if any injury or accident occurs (Moutinho and Vargas-Sanchez, 2018). So, current
scenario in terms of cause and affect relationships is analysed in the this step
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Improve: Once the root cause has been identified then company need to eliminate the causes of
the defects. So, elimination of defects detected is dealt within this stage of six sigma quality
model.
Controlling: In this stage when changes are verified after its implementation then revaluation
should be done. It is important for Sainsbury to control the future targets into right path before
gets deviated is the final stage of this quality model.
All of these steps help in meeting the organisational objective if these steps are
implemented in well planned manner.
In the view of Gygi, Williams and Decarlo (2013) Implementation of Six sigma system ensures
quality of products better than the previous quality services already granted by the company to
the customers.
l壱2.2 Evaluate the success of existing quality management processes in meeting an
organization’s overall strategic management objectives
According to the annual reports of Sainsbury (2014), the existing quality management helped
the company to improve their performance through maintaining the quality and customer
satisfaction. The annual reports of Sainsbury (2013) points out that, for past five years the
quality management at the organization has added $ 4 billion to their property portfolio, which
grew to $11.5 billion at present. Through the effective quality management, the Sainsbury Plc
expanded their growth through adding additional supermarkets and convenience store to their
existing outlets, and thereby paved the way for easy reach of customers and increased sales.
According to Butler and Rankin (2013) Sainsbury is able to successfully fight off with
competition from larger competitors TESCO and ASDA. The capability to survive against the
competitors is acquired by Sainsbury through effective quality management in service and
production. Total quality management and business reengineering process is integrated with the
success of organizational objectives of Sainsbury. Both these measures continually improved the
quality management of Sainsbury through improving work processes, production, growth, sales
etc.
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When an organization is often seen to be throwing away food products as part of its quality
management system, it may be argued that its quality management is not up to date elsewhere.
For example, food being a perishable commodity may be delivered in such quantities that all
deliveries are picked up by customers with very little or no wastage occurring. The other side is
perhaps to be seen in terms of the unpredictable nature of the production and delivery system
which might create wastage in the system.
It could be therefore said that the organization currently makes huge profits with minimum
losses and therefore managing its operations affairs in an excellent way.
Strengths and weaknesses of existing quality management of Sainsbury can be explained as
follows:
Strengths of existing quality management: One of the major strength of existing quality
management is that it will help the company to improve its performance by maintaining the
quality as well as customer satisfaction. Existing quality management has also helped Sainsbury
to generate more and more revenue and this has resulted in high profits for the organisation.
Due to the effective quality management of the organisation, Sainsbury has been able to expand
in supermarkets by opening convenience stores and also company been able to face the tough
competition within the industry due to existing quality management.
Weaknesses: Though existing quality management of Sainsbury have been beneficial for the
organisation but there are certain weaknesses in it. Quality management of Sainsbury is not up
to date as they are facing the problems with the perishable good. Perishable goods are the most
consumed goods by the customers so it is important for the organisation to maintain the proper
quality system within the organisation. Also, existing quality management of the organisation is
unable to predict the nature of its production process and its delivery system.
It can be concluded that effective quality management process is help for the
organisation, as it can help in achieving the strategic objectives of the Sainsbury as due to
quality management company will make fewer errors and will also increase the performance of
the employees in the organisation. There are some weaknesses related to existing quality
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management of Sainsbury, but company needs to overcome these weaknesses and has the
capability to do so. This will further improve the performance of organisation for the long term.
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·Task 3: Be able to plan a strategic quality change in an organization
·3.1 Plan a strategic quality change to improve organizational performance
Sainbury is facing a problem of maintaining proper communication within the
organisation so, there is a communication problem within different of the organisation so, it is
has resulted in decease in performance of the organisation. So, it is important for the
organisation to formulate a plan for improving their communication within the company which
can be explained as:
It is important for the organisation to improve the cross departmental communications, as cross
departmental team works can help the company to improve the organisational performance and
ways of operating the business. The plan includes:
1. Sainsbury should acknowledge that the departments has an ability to build a cross
departmental communication for this purpose company need to build awareness among the
different departments and teams (Habidin, Mohd Yusof and Mohd Fuzi, 2016).
2. Company should hold a focus groups which should comprise of department managers and
supervisors by outlining the what an ideal cross departmental communication as well as team
work would look like.
3. Sainsbury should make list of all the problems which occurred during communication.
4. Company should try to minimise these problems by asking the questions like what happened,
what impact it has on organisational customers.
5. Sainsbury should make list of two or three actions to be taken which could improve the
communication process.
6. Sainsbury need to identify the areas of improvement and develop an action plan what is to be
done differently in order to improve communication.
7. Make proper commitment to actions taken.
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8. Organise the departmental and team meetings frequently which will improve the quality of
communication within the organisation.
As stated by Wade (2013) SMART is the acronym for specific, measurable, attainable,
realistic and time based. SMART is the standard set by the company for achieving future targets
through step by step process.
The strategic quality change management implemented for Sainsbury using SMART objectives
is given below:
l壱
l弐SpecificMeasurableA-AtainableR- Realistic and relevantT-Time basedTo improve
communication process within the organisationIt can be measured when the communication
between the teams and departments improves.This plan is attainable if various departments of
the organisation follows the entire steps within the planThis plan will help Sainsbury in
improving the communication process within the organisation which will improve the
performance of the organisation.It is important for the organisation to achieve the targets in set
date and it can be implemented in set period of time. According to Scott (2014), two types of
gaps- customer specification gap and quality specification gap are likely to appear in Sainsbury.
If the company fails to meet the customer demands with the products and services developed by
Sainsbury, the customer specification gaps will arise. The quality specification gaps arises when
the companies outcomes doesn’t meet with quality objectives.
But it can be inferred that the SMART objectives set for Sainsbury will improve its performance
by eliminating the above mentioned gaps.
Base ltd is an oil company that, is currently working offshore in Aberdeenshire in scotland, and
running different projects all at each drill site. Most of the projects are involved with improving
the production of crude and minimise spillages however they have also participated in
commercial projects in in London where they have pioneered the possibility of filling station
outlets for their gas.
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In the recent time Mr John Smith the Managing Director believes that it is time for their
company to move on and expand the business to include fracking for gas in government
approved sites. The current quality systems in place have many loopholes which allow the
wastage of raw materials, high costs, untrained staff and lack of machinery. Mr Smith believes
that before he expands the business he wants to gain ISO 9000 award for excellence in quality,
which will add more to the business reputation and will also help them to improve quality
management system and sustain growth.
In order to gain the ISO 9000 award it is important to have effective quality management
systems in place which requires a systematic approach. It involves following steps. In order to
execute these projects a plan of action has been drawn up that addresses the way forward.
Total Quality Management Principles:
TQM is a management approach which involves the strategy, data and effective communication
to integrate quality principles into the organisation.
Customer focused:
The very first principle of TQM is to be customer focused. Whatever done for the quality
improvement, is to gain customer satisfaction. Base ltd staff will need to train the work force so
that they can operate the new machinery that will be done keeping in mind, customer's demand
by the end May 2016.
Employee Participation:
The next principle is that managers need to ensure that they have employees on board. Managers
need to ensure that they have complete participation from employees by running workshops
addressing the need to improve quality by the end June 2016
Process Focused:
This involves the complete focus of the management centred towards the process thinking, so
that two key principles can be achieved:
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Prevention: the first step to improve quality is to prevent errors. It is better to train staff and
avoid accidents rather than finding ways out of it. This will need to be done by end of June
2016.
Zero defects: The ultimate aim should be to provide a service with zero defects, that means no
comprise at all. All staff should now start working towards Zero defects by the end of May
2016.
Getting things right first time: The idea of zero defects gives rise to getting things right first
time. This means that things need to be done in right way first time. This plan is an overall
arching plan that operating managers should follow.
l壱3.2 Define resources, tools and systems to support business processes in a strategic
quality change
According to Oakland (2014) the resources and tools, such as effective coordination of
amenities, advanced technology, strong workforce, convenient transportation systems, TQM,
setting up of quality systems etc are needed to support the business processes involved in
strategic quality change.
In the view of Chang, Abdel-Basset and Ramachandran, (2019) the important tool necessary for
strategic quality change is employee participation. Clear and concise communication must take
place in the organization. Advance technologies, machineries, cost controlling techniques etc are
needed for Sainsbury to produce goods and services more efficiently. Implementation of quality
standards is essential for Sainsbury to monitor the performance and working condition of the
company. Setting up of quality standards will help the company to gain consistency in its every
approach, and helps to monitor, manage and measure the performance of the functioning of
entire organization.
Sainsbury can use various tools and resources for improving communication process
within the organisation. It is important for the organisation to identify right tools and resources
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for improving the communication process (Jimenez and et.al., 2018.). It can make use of annual
reports in corporate communication, also Sainsbury can make use of monthly reports etc. In
order to implement the plan Sainsbury can make use of Project boards, discussion boards, chat
tools, internal email for one to one conversations.
l壱3.3 Evaluate the wider implications of planned strategic quality change in an
organization
l弐Attaining operational excellence in change management is an often overlooked way to gain
competitive advantage over competitors. Change management must become a responsive,
efficient, effective and flexible organisation that delivers quality outcomes at optimum cost with
fewer defects and maximum returns on investment budget.
The Strategic quality change in an organization can have various implications on the overall
performance of a company. In an effective strategic quality change can improve the business
performance. The effective implementation of strategic quality change at Sainsbury will increase
their profitability and productivity and thus enhance the business performance to optimum level.
According to Oakland (2014) effective strategic quality change will help Sainsbury to provide
good quality product to customers and thereby gain strong brand loyalty from them. Strategic
quality change also has wide implication on strengthening the overall image of a company.
Ruddick (2014) says that strategic quality change will benefit Sainsbury to build strong goodwill
and reputation. Employee’s commitment towards the company and the customers will increases
due to the improved performance of Sainsbury. The productivity and effective operations of
Sainsbury grabs the attention of customers and thus increased customer loyalty pave the way for
extreme competition from potential competitors of Sainsbury.
Quality management is focused on product/service quality and also the means to achieve it.
Quality management therefore uses quality assurance and control of processes as well as
products to achieve more consistent quality. The International Organisation for Standardisation
(ISO) created the Quality Management System (QMS) standards in 1987. As per the change
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process management and governance, all attempts should be made to source or build this
capability in-house as this is seen as a business critical process.
This requires a pragmatic approach to its application with expert competencies in process
management, relationship management and ethical judgements.
By implemeting the proper planned strategic quality change like improve the
communcaition within the departments. This will set proper collaboration among the
departments and teams which will help in improving the operations within the organisation.
Also, improving the communcation will help the organisation to set proper understanding
between the departments and teams. This will decrease the chances of conflicting sitution
within the organisation. This may also have negative impact between the departments like it may
result in conflicts which may due to frequent communication among the different deaprtments.
When the daprtments and teams communciate frequently it may result in the wastage of time as
they may get indulged in baseless conversations.
l壱3.4 Design systems to monitor the implementation of a strategic quality change in an
organization
Illustration 1: TQM in Communication Process
(Source: TQM Implementation, 2018)
In order to implement the strategic quality change in an organisation to improve the
communication process within the organisation, Sainsbury should follow the total quality
management flow chart above which will improve the communication within the department of
the organisation. After setting the goal of the organisation, organisational setting should be done
accordingly and training and proper communications should be set between the departments
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(Colleen, L., 2018). Also, company should follow the TQM activities while communication
with each other and proper diagnosis and monitoring should be done by the organisation. For
this purpose employees should be rewarded which will act a tool for motivation to them. This
will help in improving the communication process in Sainsbury.
The process of designing a strategic quality change management system at Sainsbury requires
the following:
l壱Total Quality Management
In the view of Oakland (2014) TQM helps the organization to achieve organization goals and
ensures continuous improvement in quality of goods, and services etc. The TQM system in
Sainsbury can be utilized to analyze day to day operations with the strategic objectives of the
organization. Through TQM system, the organization can monitor the progress of strategic
quality change, and according to this the management can take relevant decisions whenever
required. In order to monitor the TQM of the organisation Sainsbury can make use of TQM
software which is based on the 8 principles of TQM which includes:
·Customer focused which helps in determining the level of quality of products and services.
·Total involvement of employees in the tasks or any activity.
·Process centred which helps in improving the process of the organisation.
·Integrated systems, which helps in connecting various functional departments of the
organisations which focuses on the TQM.
·Continual improvements, it helps in making the continuous improvement within the
organisation and also improves organisation decision making process.
·Also, this software helps in improving the communication strategies within the organisation.
·Quality circle
According to Drugan, Strandvik and Vuorinen, (2018) quality circle in an organization carries
out similar works under the leadership of a supervisor. Active management of quality circle in
the organization will enable Sainsbury to identify, analyze and solve issues related to the
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functioning of the company. Quality circle is also an effective tool for monitoring the
implementation of strategic quality change. It will also help in improving the quality of teams
and setting a proper communication and collaboration within the groups or teams.
l壱Quality system
According to Anderson (2010) ISO 9000 and EN 29000 is a worldwide quality management,
which acts in accordance with increased competition and thereby decreases the professional
liability. The requirement of these British quality assurance standards in the strategic change
management system of Sainsbury will benefit the organization to manage and monitor the
strategic quality change management.
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·Task 4: Be able to implement a strategic quality change in an organization
·4.1 Implement a strategic quality change in an organization
According to Andersen (2010), proper timing, systematic planning of required resources, staff
training, effective communication etc are the most essential factors for implementing strategic
quality change in an organization. Annual reports of Sainsbury (2014), points out that, the key
part of company’s success are strength of leadership and developments of staffs talents and
skills.
Andersen (2010) says that effective communication flow in vertical and horizontal direction is
necessary for successful implementation of quality change. The staffs and managers must also
have coordinated understanding and knowledge about their tasks and duties assigned to them.
The staffs and responsible workers are required to perform the tasks assigned to them, so as to
deliver expected results in future.
According to Watson and Howarth (2011) another factor required for the implementation
strategic quality change is Action planning. This will enable Sainsbury to focus on ideas and
help to decide what to take as the next step for effective implementation of strategic quality
change. The resources required for strategic quality change in Sainsbury must be planned
systematically by considering market changes and viabilities.
In order to implement the strategic plan for effective communication and work force
participation within the organisation following steps needs to be followed:
1. Identify the purpose of the organisation: Sainsbury should identify the purpose of the
organisation change for which effective communication plan is to be implemented and to
increase the team participation in an organisation change
2. Identify the right audience: An organisation should identify the right type of audience to
which change is to be implemented in the organisation.
3. Communication: Proper message and direction should be provided which will provide a
clear sense of direction to employees in an organisation what is needed from them (Peppard and
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Ward, 2016). Proper channels of communication should be set which help in maintaining a two
way communication between the teams and departments.
4. Allocation of Resources: Proper resources should be used by organisation in order to
implement the plan.
5. Minimising the barriers: Any type of obstacles which come while implementing the plan
should be eradicated and if there arises any obstacle, company should develop an action plan for
it.
6. Evaluation: After implementation of the plan Sainsbury should properly evaluate the plan
and make necessary changes when required.
Once the change is implemented in the organisation it is important for Sainsbury to
monitor the change for its success which can be done by check at regular intervals of time that
whether or to what degree the change has been successful for the organisation (McGrath,
Taenzer, Karon and Blike, 2016). It can be done by checking the performance of the employees
on daily or weekly basis. Also, company can evaluate the satisfaction level of employee and
what profits have change brought to organisation. This can also be done by using regular
surveys, reporting and other methods which can be determined by the organisation beforehand.
l壱4.2 Embed a quality culture in an organization to ensure continuous monitoring and
development
In the view of Oakland (2014) self managed teams in a company offers increased productivity
and cost saving techniques for the benefits of the organization. Self managed teams are the
organized structure constructed for assisting a company to take appropriate decisions for
complicated problems. Through this organized team of Sainsbury can ensure continuous
monitoring and development of strategic quality change. In Sainsbury regular meeting is been
held within the organisation, regular team and group meeting are held within the organisation.
This acts as a sense of monitoring process for the organisation. Due to this proper
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communication is taken place within the company and there is a proper collaboration set by
teams within the organisation.
In the view of Maurer (2014), fixing the defects, immediately after they are detected is the major
function of senior managers in an organization. Senior management commitments along with
the support of work force empowerment acts as a quality cultures for ensuring the continuous
monitoring and development of strategic quality change. Whenever there arises any difficulty
among the teams during communication or tasks meeting is being held to review the strategic
plan in order to minimise the defects.
Senior management commitment is necessary for an initiative to become successful. The actual
link between customer and quality is very well studied by the senior management to contribute
their best to maintain consistent and continuous improvement in quality approach. The role of
senior management is also vital for Sainsbury to ensure continuous monitoring and development
of strategic quality change. Strategic plan has helped in setting a proper collaboration between
the different levels of management as there is a proper communication for top to down and
down to top within the organisation.
l壱4.3 Monitor the implementation of a strategic quality change in an organization
According to Yang and Shin, (2018) continuous improvement in the quality of an organization,
technology, processes, company culture etc can be investigated through Kaizen process. The
implementation of strategic quality change in Sainsbury can be monitored through various ways.
The financial status of Sainsbury can be analyzed through external auditing and there by the
organization can understand the differences emerged due to the implementation of strategic
quality change. According to Bailey and Burch () customer’s responses and attitudes towards the
services provided by Sainsbury is one of the effective way to track the quality change.
Smith (2011) says that in order to understand whether, the strategic quality change is performing
well in the organization, effective monitoring systems are essential. The application of Matrix
structure in Sainsbury will enable the workers and employees to communicate with top
management whose authority flows horizontally and vertically. This structure will also help the
company to coordinate day to day operations with overall management of an organization.
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The implementation of strategic quality change in Sainsbury can be effectively monitored
through the matrix structure of the company. Communication with multiple managers by the
employees helps the head of the departments to oversee various functioning areas of Sainsbury.
In order to monitor the strategic quality change Sainsbury can take reviews from the
employees of various departments, also can review the weekly or monthly or annual
performance reports of the organisation. Also Sainsbury can monitor the quality report of
employees in the organisation which will help in identifying the errors committed by the
employees during the task.
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·Task 5: Be able to evaluate the outcomes of a strategic quality change in an organization
·5.1 Evaluate the outcomes of a strategic quality change in an organization
The implementation of strategic quality change will help Sainsbury to improve their
organizational performance. According to Daniels and Bailey (2014) an effective strategic
quality change in an organization can change the company’s overall outlook through acquiring
uniformity and consistency. Strategic quality change in Sainsbury strengthens the competitive
position of company, and enhances market image, through the elimination of defects and
wastage. The performance of the company will be increased due to increase in the employee’s
morale, increased customer loyalty retention etc. Employees will be able to develop personal
and professional development through action learning process. As a result of strategic quality
change, the company will get an opportunity to work on real problems and implement solutions.
Communication plays crucial role while implementing strategic quality change in the
organization. By doing effective communication the coordination remains maintain in various
departments of the Sainsbury such as marketing, HR, finance and Production. Through effective
communication manager guides and directs the employees about the strategic quality change in
the organization. Through communication the manager can effectively deliberate the exchange
of the ideas with the employees about Strategic quality change implications in the business. The
objectives behind the strategic quality change need to communicate with the staff and employees
of Sainsbury in order to lead organization towards success. The training is being conducted for
making employees well versed with the strategic quality change in the organization through
conducting induction sessions, seminars and meetings.
Communication is also very important while manager of the company interact with the
employees during taking practical classes of the strategic quality change. For giving employees
feedback on regular basis about making improvements in quality standards the communication
again plays crucial role (Alenezi, Tarhini and Masa'deh, 2015). The Manager also do emails and
message for making the employees understand about the change. Communication is also done
by using gesture, it is used by the manager as a sense of appreciation when employees
outperform in the Sainsbury. This quality change will underpin the customer ideology and
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facilities in making improvements at continuous basis. The Manager looks for effective business
practices and focused on improving the theoretical knowledge of the employees through
providing them training about the strategic quality change. To implement the various methods
and for introducing the quality change program in Sainsbury communication is in vital context.
For controlling the staff and employees at the time of evaluating their performance manager
interact with them tactfully to bring success over strategic change in the organization. When
there is improved communication with the organisation it can increase the quality of goods and
services which are offered by the Sainsbury for example; effective communication between the
different departments can decrease error and there will be proper understanding between the
departments which can increase the quality of goods. Another example of good communication
is that with the help of effective communication, company can provide better customer services
as employee will communicate effectively with the customer will be able to understand their
needs, what actually customer wants. Due to effective communication employee will be able to
deliver what customer demands. This can increase the level of customer satisfaction for
Sainsbury.
l壱5.2 Recommend areas for improvement to a strategic quality change that align with
organizational objectives
Conducting ice breaking session in Sainsbury will enable the company to understand various
perspectives of staffs and employees. According to Daniels and Bailey (2014) the strong and
weak areas of internal and external management of a company can be understood through
balance scorecard system. The implementation of balance score card system will help the
Sainsbury to improve their performance in future. Establishing facilities for receiving customer
feedbacks would help the Sainsbury to know about the areas in strategic quality change which
requires further improvement. Realignment of roles, such as re arranging the positions and
responsibilities of small group or entire group of Sainsbury will benefit the company to improve
efficiency and effectiveness of functioning of their department as a whole. Improving the
business performance and enhancing the production of goods and services through reduced cost
and time, will increase the company’s sales and profit.
Recommendation over improving the communication in the organization -
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·Sainsbury should check their employees on regularly basis and should give timely feedbacks in
order to bring strategic change management in the organization.
·The internal documents of the firm should readily available to the employees so that they can
easily grasp knowledge out of them and study more about strategic quality change in the
organization.
·The company need to assess the current communication strategy of the organization and make
necessary changes for the sake of improvement.
·Sainsbury can also use various system software and implement Intranet for improving the
communication in the organization.
·The company can also take help of the social media platform for communicating in attractive
way with their employees who are operating from the overseas.
·Internal language should create to communicate about the new strategic quality change in the
firm. This can be in form of acronyms and monikers. This can also resolve the issue of the
privacy. The secret information of the company will remain private and safe.
·The company should give internal newsletter to al the staff members and subordinates for
making them familiar about the strategic change in the company.
·The company should deliberate the polices which are flexible. These facilities the employees
for bringing a strategic quality change in the organization.
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Appendix
Illustration 2: Performance Management Report of Sainsbury
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