This report provides an overview of operations and service management practices at Bentley Motors, a British multinational marketing and manufacturing company specializing in luxury cars and SUVs. It focuses on the impact of operation management practices, specifically Total Quality Management (TQM), on organizational efficiency. The report analyzes how TQM influences cost reduction, productivity, communication, employee morale, customer satisfaction, and innovation. It also evaluates the integration of information technology to enhance TQM, improve data collection, communication, and training programs. Furthermore, the report identifies supporting functions such as finance, human resources, production, marketing, technology, and customer care, and assesses their role in ensuring organizational success by improving product quality, customer satisfaction, and profitability.
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