Quality Management Report for Campus Bookstores, Meridian University

This report addresses quality management issues at Meridian University's campus and off-campus bookstores, stemming from customer complaints and operational inefficiencies. The problem statement highlights issues with customer service, employee training, and inventory management. The analysis reveals a lack of adherence to store policies, computer system failures, and inadequate employee training. Recommendations include assigning a senior person to oversee the quality management system, selecting personnel for quality checks based on ISO 9001 standards, implementing comprehensive employee training programs, updating computer systems, and creating efficient flowcharts. The action plan outlines steps for decision-making, training, system updates, and quality planning to improve customer satisfaction and employee accountability. The report concludes by emphasizing the effectiveness of the proposed quality management plan in mitigating problems and enhancing the bookstores' reputation.

Running head: QUALITY MANAGEMENT
Quality management
Name of the student
Name of the university
Author Note:

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Table of Contents
Introduction......................................................................................................................................3
Problem Statement...........................................................................................................................3
Analysis of the Problem...................................................................................................................3
Recommendations and Action Plan.................................................................................................4
References........................................................................................................................................7

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Introduction
The following case highlights the incidents that have occurred in the campus store and
the off campus store of Meridian University. There have been several complaints from different
sources regarding different matters of the stores and though the turnover and the performance of
the stores were satisfactory the board of directors of the college decided to enquire about the
ground reality in original. The appointed individual, Mr. Graham conducted an independent
survey and provided different recommendations to ensure a proper and efficient quality
management for both the stores of the organization.
Problem Statement
As mentioned earlier the problem laid with the stores both the on campus and the off
campus stores that provided a number of different problems for the customers. There were
complaints regarding their behaviors and also their inability to meet the basic needs of the
customers. The following report will try to address the following issues accordingly to ensure the
presence of a proper quality management guideline in both the stores.
Analysis of the Problem
The main problems that lies with the following are in both the stores are the absence of a
proper quality management. The survey carried out by the organization has shown that in almost
all the quality management aspects both the stores have failed to meet the expected requirements
of the organization. The main problems were the failure to address the familiar store policies,
failure to operate the computer systems, failure to have a clear idea about the different types of
location of the books in the huge stores and many problems as such. The absence of a quality

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control check and a proper training of the different employees of the bookstores led to the
different kinds of problems. The customer survey showed that there was also some dispute
regarding the cost price of the different products. This also questioned the financial policy of the
company as the college was not able to decrease the costs of the books which can generate more
revenue in the market.
Recommendations and Action Plan
A quality management plan has been formulated by the instructor based upon the results
of the survey. The Action Plan has been constructed based on the available resources and the
allocation of the resources accordingly. The main features or the plan itself is as follows;
1. Deciding, committing and making a senior person responsible for the total system (Sallis,
2014). The senior person must be chosen from the board of directors or the directors
themselves can select a person from the college who is senior and is capable enough to
perform the function
2. Selection of 5 to 8 personnel for conduction of quality check up’s based on the ISO 9001
and the results of the following report
3. The start of a proper training program on efficient communication with the customers,
staffs, the seniors and the other employees for each and every employee must be a
topmost priority for the management of the stores
4. An updated list of books and other items in the computer software to be used in the stores
5. Appointment of individuals from recognized computer schools or professional
organizations to provide basic or in other cases complex training on Digital management
of stores

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6. Each and every employee of the stores must be well acquainted with the different types
of policies and procedures to be followed in the stores
7. The maintenance of a proper and efficient flowchart by the management of the stores is
utmost necessary
8. Quality planning is utmost necessary for customer driven teams eliminating any forms of
problematic procedures in the system
Action Plan Main Task
Action Planning and
Implementation
Solid Decision Decision by Board of
directors
Selection process Selection of 5 to 8
different personnel
Training Training the process
and tasks to do in the
stores
Updated list Maintaining a regular
update
On Job Training Computer acquaintance
Well Accountability Adoptability of the
employees
Flowchart Maintain a flowchart of
the daily sales and other
things
Quality Planning Planning the quality of
the service

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Conclusion
The following quality management plan is an effective way to reduce or mitigate the
problems associated with the stores. The management of the quality in the stores will help the
college to maintain a reputation among the customers and will also help in the maintenance of
accountability amongst the employees.

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References and Bibliography
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Kwon, O., Lee, N., & Shin, B. (2014). Data quality management, data usage experience and
acquisition intention of big data analytics. International Journal of Information
Management, 34(3), 387-394.
Oakland, J. S. (2014). Total quality management and operational excellence: text with cases.
Routledge.
Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
Sallis, E. (2014). Total quality management in education. Routledge.