Operation and Service Management Report: Sainsbury's Case Study

This report provides a comprehensive analysis of Sainsbury's operations management practices. It begins with an introduction to operations management and its significance, followed by an examination of the practices employed by Sainsbury's, with a specific focus on Total Quality Management (TQM). The report assesses the effectiveness of these practices in enhancing business efficiency and productivity, including the impact of technology. Furthermore, it explores the role of technology, such as social media and artificial intelligence, in streamlining operations and improving customer focus. The report also identifies and evaluates various supporting functions linked to operations management, such as quality planning and quality assurance, and their contribution to the overall success of the business. The analysis provides insights into how Sainsbury's leverages these practices to maintain its competitive edge in the retail industry.

OPERATION AND
SERVICE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Operation management practices in the organization.................................................................3
Assessment of operation management practice in the organization...........................................3
Assessment of use of technology embedded in process.............................................................3
Supporting functions linked to operation management practice and assessment of them for
how they can help in success of the business..............................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Operation management refers to the important practices which are used by organizations
for creating advanced level of skilfulness and effectual in the organization. It also covers raw
material conversion into finished products and services with effectiveness to maximize the
profits of the company. It helps the organization to manage the operations and processes of
company effectively. It is the management of systems and process which creates products and
services. It is related to designing and controlling of resources for manufacturing goods and
services. It also involves preparation,organise, coordinative and dominant all materials required
for manufacturing productsand services. For this report Sainsburry is chosen which is the second
largest retail chain of supermarkets in UK. It deals in groceries and general merchandise. It was
founded in 1869 by John James Sainsburry and has almost more than 1400 stores. This project
highlights the analysis of operations management service practices of the Sainsburry. It will also
mention how operations management practices affect the business efficiency and roles of
technology in the process. Further it explains different supporting functions linked to practices of
operations management and how they help the business success in the report.
MAIN BODY
Operation management practices in the organization
Operation management is the most important part of the business. It is refereed to as the
practices used by the company to create high level of efficiency in the compan(Bajaj, Garg and
Sethi, 2018).There are different operation management practices used by companies for carrying
the operations smoothly and achieve objectives and goals. With the increasing alteration and
direction huge figure of companies are experiencing issues in operations and these can be solved
by introducing of best exercise methods like quality management regulation and system,stock
relation,supply chain management and info management. In this project total quality
administration pattern is interpreted. Total quality management is refereed to as the procedure of
examine,deciding and reduction mistake in production and contour demand series administration
and also leads to increase in consumer experience. It mainly focuses on increasing the overall
quality of companies outputs including the products and services,it is known as the structured
approach for the overall organizational management. In this case of Sainsburry,it is the second
most successful brand in United Kingdom and internationally in terms of sales. Sainsbury is

known for effectiveness in operations management which enables for maintaing stocks at
optimal level. Sainsburry guarantees quality products,standards in total quality management
operations(Dabboussi, Victor. and Prinz, 2021). The organization uses total quality
administration effectively as trading operations management activity as it helps them for
maintaing quality in their goods and services which leads to pull huge numbers of consumers and
increase the whole execution.
In Sainsburry the different key rules of TQM are-
 Consumer focus- It is one of the important rule of total quality management which leads
to consumer focal point. Important aspect in TQM system is determination of quality
measured by consumers. Consumers feedback and reviews helps companies to
understand the quality of goods and services is high or low. In Sainsburry the
organization mainly focus on consumers,takes consistent feedback as reviews,surveys
etc. It helps them to improve the quality(Dahlgaard-Park, Reyes and Chen, 2018).
 Employees engagement- Another important principle of TQM is engagement of
employees. Every person in the company has duty towards quality maintaing in goods
and services. Workers of the company must make sure that quality is offered to target
consumers. In Sainsburry,executives make sure that workers are authorised for taking
their own conclusion as it will help them to be invested with in the process of quality
management.
 Constant improvement- By using the rule of TQM it helps the company to make
betterment in the procedure and offering prime services to the consumers. In Sainsburry
by using principle of lean six sigma helps company for building culture of
improvement,encouraging employees for offering superiors services to consumers and
be more in competitory in markets.

Assessment of operation management practice in the organization
TQM as the practice of operation management practice helps to create positive and
beneficial affect on the efficiency and productivity of the company. It covers every aspect of
operation management which starts from planning of products to scheduling and monitoring the
process. It mainly focuses on the total quality of the company which leads them to gain
competitive benefit in quality,consumer satisfaction,productivity etc. It has been analysed that
by using TQM in the business it leads to creation of highly positive effect on companies
performance(Deng and et, al., 2021). In Sainsburry the organization has taken total quality
management as it helps to increase the efficiency. Ways in which TQM increases the Sainsburry
efficiency are-
 Increasing productivity- TQM is known to be important integrated system which leads
to increase in the productivity of the organization. It helps in maintaining quality in
every aspect of company process which leads to manufacturing of quality goods. In
Sainsburry the use of TQM helps the organization to increase the productivity.
 Elimination of waste and defects- By using of TQM it assist the company in
elimination of any waste material and imperfection in the procedure of operations. It
helps in determination of any non productive action and wastage,on a regular basis
checks helps organization for reduction of waste of time period and resources. In
Sainsburry functional executives uses effectual assets preparation for segmenting the
required resources efficaciously and with efficiency. By using TQM practice it helps
organization for checking the process regularly which leads to elimination of waste and
increase the efficiency of the organization( Park, and Son and et. al., 2020) .
 Reduce product defects- TQM helps the company for reducing the product defects,it
makes sure that goods are produced correctly and effectively without any default and
failure. In Sainsburry the use TQM helps the company to reduce the product defect and
get accurate results from various production process. It also helps in reduction of cost
which can be used to improve the defective products which leads to increase the
organizations efficiency.
 Developing effective communication system- By using proper TQM it helps in
increasing the collaborative sanctions which leads to development of effective system of

communication. In Sainburry, the organization makes sure that the communication
system is effective for communicating the ideas and view points between team members
and departments. It helps the organization to avoid the misunderstanding and promotes
roles clarity and responsibilities for achieving the goals and objectives which enhances
the efficiency.
 Enhance unity- By using TQM in company it helps to increase the integrity of the
company,as it is the incorporate system of rules of company which leads to formation of
built-in unity which involves all stakeholders of organization which mainly focus on
improving the process of the organization. It also increases the organizations efficiency.
In Sainsburry by using TQM company has improved their integral unity which leads to
increase the performance and profitability(Mukhopadhyay, 2020).

Assessment of use of technology embedded in process
With the increase in use of technology in the world ,every company wants to carry the
business operations smoothly. In the practices of operations management such as TQM are used
by companies to carry out the activities smoothly. Implementing the technology in the practice of
operations management in reference of Sainsburry are-
 Social media- It is the most developed technical platform used by the companies as it
helps them to connect straight with targeted consumes and aware them about
organizations trade name image and goods and services. This engineering is used by
different departments like merchandising and human resource by the organization. It also
helps the organization to get affirmative results in operations management. In TQM
social media helps the organization to be extra customer focused which allows them to
get proper in sight on targeted customer base effectively at very low cost. One of the
important principle of TQM is to make company more consumer centric and offer them
more quality services for increasing the level of consumer satisfaction. Social media
plays a important role in accomplishing this aspect of the company as it helps
organizations like Sainsburry to connect directly with consumers and offer quality
services(Ojekalu and et al., 2018).
By the usage of social media platform assists companies to collecting aggregation of
changing preferences of consumers and taste also,so this data can be used by the operational
division for executing the TQM. Use of social media technology helps in companies to increase
the collaboration of employees and development of effective communication channel. Inter
departmental communication and collaboration between different departments of the company is
very important portion of total quality management and by the use of social media technology is
also helping to accomplish this as well. The positive affect of technology helps to increase the
communication and assessment of customers data effectual. Collection of customers data creates
cyber security hazard for the organization which leads to creation of negative impact. In
Sainsburry proper and right use of social media technology will help organization for
implementing total quality management process successfully. It will help the organization in
creation of consumer centric approach and get effective insights of consumers.

Artificial Intelligence- It is another developing technology used by the companies for increasing
the total quality management and improvement in whole trading operations of the management
of the company known as the Artificial Intelligence. The applicable use of instrument and
method of total quality management creates different obstruction for the organization like
controlling,analysing and interpretation companies data for using total quality management
methodologies. Artificial intelligence can used by the organization for facilitating proper
postulation of total quality management is automation. It can be also used to ameliorate the
products and services quality by the use of sensors and measuring equipments. Quality is the
most important aspect of total quality management which is increased by using Artificial
Intelligence. By using artificial intelligence it reduces the cost and saves time for measuring and
inspecting the products and services quality. With the ever-changing situation of business the AI
technology do not amend,it needs to be strengthened which takes more cost and time. In
Sainsburry the use of AI technology will help company for carrying the operational activity
smoothly and increase the process of quality management(Park and Son, 2020).

Supporting functions linked to operation management practice and assessment of them for
how they can help in success of the business
The role of operation management in any organization is in the transformation of inputs
in to finished goods and services. This makes it a important part of the company. It is mainly
responsible for taking many decisions in the company and ensures that there is enough stock for
manufacturing products and services. The decisions are not easy and are very costly so that is
why they are implemented for improving performance and finance. For ensuring the desired
output are obtained by different measures and then compare them with different points of
transformation process and check whether there is need for any corrective measures. There are
different supportive functions which are joined to operations management practices,they also
helps in success of the company effectual. In Sainsburry different support functions are joined to
operation management exercise are-
 Quality planning- It is the procedure of examine the various cause which are important
for business organization procedure,trading operations, project and setting proper
guidelines for achieving the factors. It involves the construction of proper plan which
defines proper quality standards,practices,resources,activities which are related to
specific goods and services. In Sainsburry the organization frames the proper plan for
achieving the set quality standards which leads to increased overall performance.
Appropriate quality planing helps the organization for having proper guidelines for
achieving the desirable standards of quality on time.
 Quality assurance- One function of total quality management is quality self-
assurance,its a systematic process which will help in determination of whether goods and
services are meeting desired quality standards. In Sainsburry the functions of total quality
management helps organization to offer superior quality goods and service to consumers
by making sure that there is no defect in them. It helps organization to improve the
overall profits and productivity by improving consumer satisfaction and retain them for
longer term. By using this total quality management will help the organization such as
Sainsburry to achieve the desired objectives and goals efficiently and effectively.
 Quality control- One function of total quality management is of controlling quality,in
this function the operational executives of the organization makes sure that quality of
goods and services is reviewed on a regular basis and effectively control the maintenance

of quality standards effectively. It helps company for promotion of quality consciousness
and development of company culture focused on improvement. In Sainsburry it helps
company to control effectively the quality standards and achievement of goals by
offering quality services.
 Quality improvement measures- It is the last function of the total quality management
is quality advance measures which enables organization to take proactive measures for
enhancing the products quality and services. It helps the company to increase the quality
regularly which leads to attraction of large numbers of customers. In Sainsburry the use
of this function of total quality management helps the organization to take disciplinary
measures for improving the quality regularly for achieving the desired goals and
objectives(Stamatis, 2018)(Yang, 2022).
 .

CONCLUSION
From the preceding project it has been analysed that proper operation management
assists companies to manage and control the functional action effectively which leads to
achievement of in demand objectives and goals and increase the whole performance and profits
if the organization. This project helps to analyse that practices of operational management such
as total quality management helps the companies to cut down the waste material and
imperfection which enables them for having increased productivity and image in the market
place. The affect of total quality management in the efficiency of the organization like higher
productivity,waste elimination,reduced product defect were also analysed in the project. Use of
technology in the process of total quality management with supporting functions linked to TQM
were also discussed in the project.

REFERENCES
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