Operations Management and Quality at Poundland: A Report

This report provides an in-depth analysis of the operations and service management practices implemented at Poundland. It begins with an introduction to operations management and its significance, followed by an overview of Poundland's business. The core of the report examines the company's quality management practices, highlighting how they contribute to maintaining product and service quality. The report then explores the impact of these practices on organizational efficiency, detailing how quality management leads to reduced errors, process improvements, and waste reduction. Furthermore, the report discusses the potential for integrating technology, such as Artificial Intelligence, robotics, and the Internet of Things, to enhance quality management. It also identifies supporting functions like Total Quality Management, quality assurance, and quality planning. The report concludes by summarizing the key findings and emphasizing the importance of effective operations management in achieving organizational success. This assignment is contributed by a student and available on Desklib, a platform offering AI-based study tools for students.

OPERATIONS AND
SERVICE MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Operation management practice within Poundland.....................................................................1
Ways in which chosen operation management practice impacts the organisation in regards to
efficiency.....................................................................................................................................2
How technology can be embedded into this practice..................................................................2
What supporting function are linked with operationsmanagement practice...............................2
CONCLUSION................................................................................................................................2
REREFENCES................................................................................................................................3

INTRODUCTION
Operation management mainly helps in converting labour and material into goods and
services so that maximum profit can be generated (Asanka Basnayake, 2019). It has been
observed that strategic success of an organization depends upon efficient operations. Due to
advancement in technology, competition for company has increased. Due to this, firm need to
focus upon these operational concerns more so that they can fulfil needs and desires of their
customers in a proper manner and can deliver products and services required by customers
immediately. In this report, operational practises of Poundland organization has been focused
upon. In this report, one operation management practice within Poundland will be explained and
ways in which operation management practice impacts the organization. In this assignment ways
in which technology could be embedded in chosen operation management process will also be
focused upon. In addition to this supporting function are linked to operation management practice
and ways in which it has helped in ensuring organizational success (Haksever. and Render, 2017).
MAIN BODY
Overview of organization
Poundland is a British variety store chain that was founded in 1990 whose headquarter is in
Willenhall, West Midlands, United Kingdom. They have their stores in more than 890 locations
and has approximately 18000 employees working for them
Operation management practice within Poundland
Operation management can be defined as a practise though which administration of
business can be done so that higher level of efficiency can be maintained (Zhang, Wang and Lin,
2019). For every organization it has become highly important for them to provide high quality
services and products to people. Also, they need to maintain quality within operation as well so
that goals are attained. This is because customer satisfaction is entirely based on quality of
product. So, it can be only maintained when there is consistently in operation. Therefore in order
to do so there is need to adopt an effective operations management practice. The use of practice
depends on needs of organisation. Besides, each Operation management practice differs in their
way and enable in maintaining quality. They can be modified when new method or process is to
be applied (Prester, 2017).
There are various kinds of operation management practises that helps an organization to
achieve strategic success. One of the most important operation management practises adopted by
1

Poundland is Quality management. Quality management practise helps in maintaining overall
quality of processes, products and services offered by the organization. It is one of the most
important practise which is focused upon by most of the organizations. The main purpose of this
practice is to maintain high quality of products and services within organization. Also, it focus
on maintaining consistency within operation and process so that quality is assured (Jha, Sahay.
and Charan, 2016). There are several goals and objectives which are achieved in quality
management practice as well. It uses quality assurance and control measures in order to ensure
consistency in quality. In this there are 4 components of it that are quality planning, assurance,
control and improvement. Likewise in Poundland organsiation as well quality management
practice is followed. It enables in ensuring that quality of product and service is maintained.
Moreover, company has applied some other concept as well of quality management. Within their
operation there are certain quality standards which are set. Thus, it provides framework that what
quality is to be maintained of product. Besides that, a systematic quality approach is followed
which helps in maintaining quality of services delivered to customers by organisation. Usually it
is applied in delivering service to customers. In organisation there are some standard which is
applied in it. Through that, it becomes easy for company to deliver service in effective way
(Grdzelishvili. and Khalvashi, 2017). They have set some quality standards by which quality is
maintained.
Quality assurance is an activity to ensure that organisation is providing best services or product
to customers. It is a way of preventing defects and mistake in manufacture product and it is
avoiding problems to provide services or product to customers. It is a part of quality management
and it is focused on providing confidence data is required by management. QA is comprised
procedural and administrative activities is implemented in quality system so that the goals for a
product and service will be fulfilled in organization (Alkhatib and Migdadi, 2019 ). Similarly, in
Poundland firm quality assurance is done by taking feedback from customer. It enables in
focusing on entire procedure that quality is followed in it.
Furthermore, there are certain quality control implication which must be formed in order to
ensure that quality is maintained. It is a process which ensure that business follow effective
procedure in it to maintain quality. basically, main purpose is to imply control of standardization.
it enables in solving quality issues and other problem which occurs into it. likewise, in
Poundland company quality control implications are reviewed and then changes are made. Then,
2

changes is implied within process as well. thus, ISO standards are followed in it. Through that,
quality is ensured done and changes are made into process. It ensure following of quality
standards and gaining competitive advantage.
Ways in which chosen operation management practice impacts the organisation in regards to
efficiency
It has been analysed that quality management practice is applied in order to maintain
quality and consistency. This can be in any area such as products, operations, etc. However, use
of practice depends on organization needs and type of operations performed (PRYCE, 2020). In
Poundland it has been found that quality management practice is been applied so it has impacted
on organization efficiency in positive way. This means that there has been change in way of
managing operations. It is found that there are many ways in which quality management has
impacted on company efficiency. It is described as
Reduction in error- this is main impact of quality management practice on efficiency. Its use has
led to reduce in error in production of products. Besides that, now different standards are
followed in it so if there is any variation in quality then it is improved. It has al so resulted in
reducing of errors in overall operations as well. Thus, there is enhance in efficiency of process.
Improvement in process- the use of quality practice has led to maintaining of consistency within
entire operations of Poundland company . This means that now all things are done on basis of
certain standard. Thus, variation within process is reduced and it has resulted in bringing
improvement. The area where quality was not mentioned is now upgraded and this has resulted
in creating a streaming process (Jha, Sahay. and Charan, 2016).
So, it is evaluated that use of practice has benefited to Poundland firm efficiency in many
ways. The company is able to provide high quality goods to people. Other than this, new process
is applied in it which has led to reducing of variation within operation. Furthermore, waste of
products done has decreased. The flow of overall operations is effectively maintained. There are
various other areas as well where change is done with quality practice and it has impacted in
positive way in regards with efficiency. Each product quality is measured and control. Through
that, controlling is done and changes are made into process. It ensure controlling of quality and
gaining competitive advantage.
3

How technology can be embedded into this practice
In present times technology has played vital role in quality management. There are various
types of advance tools and techniques which can be used in it. This will provide an additional
advantage in it. Besides that, technology will give an edge in maintaining of quality in more
efficient way. It is found that there is different technology which can be embedded into this. Here,
Artificial intelligence can be integrated within it. This will help in analysis of standard with help
of AI. Thus, small or tiny variation in quality is identified easily by technology. Along with it,
robots can be embedded in it they will check properly all the standard in it. Furthermore, internet
of things is another technology which can be integrated into practice. This will reflect on
standards set within quality. The use of it Here, for instance Poundland firm is a variety chain
store company so in this block chain technology can be integrated within it (Haksever. and
Render, 2017). This will provide real time data about availability of product. So, in this quality
measure can be embedded into technology as well. Thus, the supplier with help of technology can
ensure that quality is maintained (Grdzelishvili. and Khalvashi, 2017). There are several trends
which will emerge in quality. It is as below
More advance manufacturing – there will be more advances manufacturing with help of
technology. There will be use of software and quality management applications in it. this will
provide more advantage to firm (QM technology trends, 2019)
Big data analytics- there will be large use of data and info in maintaining of quality. By
analysing data it will be easy to make changes in quality and maintain it. alongside, use of
internet of things will change analytics process. It will drive warehouse management system,
delivery truck routine, sensors, and prevent lapses in quality (Kuo,. and Lin, 2020).
Traceability requirement- the product integrity will enable in tracing of products easily.
Company will be able to maintain security and privacy with help of quality management system.
Thus, these all trends can be integrated with QM. It will provide a new process of and
advance tools to maintain quality. So, transformation will occurs in way of managing quality.
What supporting function are linked with this operation management practice
Every quality management practice contains various elements which is applied within
organization. This is done in order to maintain quality within all aspects of organisation. In
similar situations way, quality management practice is linked with different functions. They all
support in maintaining of quality in organisation
4

TQM – it is known as total quality management which is supportive function. It highly focusses
on improving quality of entire process by eliminating errors and defects. Here, in this small
change are made into operation or procedure. This is done to eliminate waste and variation which
occurs in it. Hence, in this way quality is enhanced in it. TQM looks at some particular quality
measure which can be taken in order to manage quality. For that there are quality control,
assurance and improvement done. Therefore, it highly supports in quality management as within
some areas quality is maintained. Alongside It also leads to improve efficiency of operations as
variation are removed (Yang,, Qiu, and Chen, 2020)
Quality assurance- it is a function of providing best services or product to customers. It is a way
of preventing defects and mistake in manufacture product and it is avoiding problems to provide
services or product to customers. It is a part of quality management and it is focused on
providing confidence data is required by management. QA is comprised procedural and
administrative activities is implemented in quality system so that the goals for a product and
service will be fulfilled in organization (Chen,, Weiler, and Young, , 2020). Similarly, in
Poundland firm quality assurance is done by taking feedback from customer. It enables in
focusing on entire procedure that quality is followed in it. hence, it helps in maintaining of
quality and offering high quality products.
Quality planning- this is major function of QM in which planning is done regarding quality. It
means here a plan is made and framework is provided that how overall quality will be
maintained. In this standards, process, etc regarding maintaining of quality is prepared.
Alongside, planning is done that how changes will be implemented in it. therefore, in
poundland firm planning is done by management regarding quality planning. So, by making
process (Besiou, and Van Wassenhove, 2020).
Quality control- it is a function of QM practice in which business follow effective procedure in it
to maintain quality. basically, main purpose is to imply control of standardization. it enables in
solving quality issues and other problem which occurs into it. with that quality is controlled and
maintained. So, in poundland business there is particular process which is formed of quality
control. For that there are several control implications which are developed. Through that,
controlling is done and changes are made into process. It ensure controlling of quality and
gaining competitive advantage.
5

Quality improvement- this function refers to bringing changes or improvement in quality. Here,
it is decided that how changes will be done, what is required in it, etc. thus, a procedure is set
up or framed of making improvement. So, in poundland organisation this function is effectively
followed in it. hence, by improving the quality it results in ensuring high quality of services. so,
organisation gets successes from it (Rai, and et.al., 2020).
Process Approach
This process is vital within quality management process assures that appropriate steps are
taken at right to assures regularity as well as speed up the promotion. Benefits of such approach
involves more regularity and predictable results, faster production cycles and lower costs as well
as enhanced revenue. It also focuses on regular success and improvement.
Integrated system
A business has several departments each has its own specific purposes and functions. These
functions and department must be interconnected alongside horizontal process that must focuses
the Total Quality management. Integrated systems assist the firm to look for consistent
improvement to accomplish the competition’s edge. It highlights on the quality that will aids
business accomplish excellence as well as meet the expectations of the consumer
(Haksever. and Render, 2017).
Continual Improvement
Completes consumer satisfaction does not happen within a day, it takes time and business must
regularly find several ways to improves process and adapt goods and services as consumer
requires shift. Advantages such as improved capabilities and knowledge to enhance the
performance. Improved objectives strategically alongside firm’s goals and capabilities
(Williams. and Caley, 2020).
CONCLUSION
From the above it has been concluded that Operation management that helps an organization
to achieve strategic success, maintaining overall quality of processes, services offered by the
organization. It focus on maintaining consistency to ensure consistency in quality, Quality
assurance providing best services and ways of preventing mistake in manufacture product is
focused on providing confidence data. Main impact of quality management to reduce in error in
production, Reduction in error, Improvement in process, flow of overall operations is effectively
impacted in positive way. In present times technology will give an edge in maintaining of quality
6

such as Artificial intelligence like robots can be embedded in it they will check properly all the
standard in it. It also focused on total quality management focus on improving quality by
eliminating errors done to eliminate waste and variation to manage quality. It also leads to
improve efficiency. Moreover, there are various functions of QM practices which are quality
assurance, control, improvement and planning. It all leads to firm success by maintaining of
quality.
7

REREFENCES
Books and Journal
Alkhatib, S. and Migdadi, Y., 2019. Operations Strategies Alignment Patterns and Service
Quality: Airline Global Analysis. Quality Management Journal. 26(3). pp.144-156.
Asanka Basnayake, B.M.Y., 2019. Impact of operation management practices on business
performance with special reference to small and medium retails business in Kurunagala
district (Doctoral dissertation, Faculty of Commerce & Management).
Besiou, M. and Van Wassenhove, L.N., 2020. Humanitarian operations: A world of opportunity
for relevant and impactful research. Manufacturing & Service Operations
Management. 22(1). pp.135-145.
Chen, H., Weiler, B. and Young, M., 2020. Expectation, performance and difference scores in
conceptualising and measuring service quality in the tour operations sector. Tourism
Analysis. 25(2-3). pp.2-3.
Grdzelishvili, N. and Khalvashi, S., 2017. Globalization of economy and international service
operations management.
Haksever, C. and Render, B., 2017. Service and Operations Management. World Scientific
Publishing Company.
Jha, R.K., Sahay, B.S. and Charan, P., 2016. Healthcare operations management: a structured
literature review. Decision, 43(3), pp.259-279.
Kuo, S.Y. and Lin, P.C., 2020. Determinants of green performance in container terminal
operations: A lean management. Journal of Cleaner Production, p.123105.
Prester, J., 2017, January. Assesing the experiment of raising student's critical thinking in
Service Operations Management class. In Book of Abstracts: 7th South East European
Meeting & Scinetific Conference of Management Departments (p. 64).
PRYCE, J., 2020. Managing workers in hospitality operations. Managing Hospitality
Experiences, p.46.
Rai, S.S., and et.al., 2020. Lean Practices in Homestay Operations: A Case Study. Journal of
Quality Assurance in Hospitality & Tourism, pp.1-30.
Williams, S.J. and Caley, L., 2020. Introduction to Public Service Management and Service
Operations. In Improving Healthcare Services (pp. 1-13). Palgrave Pivot, Cham.
Yang, H., Qiu, R. and Chen, W., 2020. Smart Service Systems, Operations Management, and
Analytics. Springer.
Zhang, W.J., Wang, J.W. and Lin, Y., 2019. Integrated design and operation management for
enterprise systems.
Zurich, B.L.L. and Documentation, X., 2018. Service operations and management. Master of
Science in Engineering, p.380.
Online
QM technology trends, 2019 [online] Available through :<
https://channels.theinnovationenterprise.com/articles/2019-quality-management-technology-
trends>
8