Comprehensive Analysis: Quality Management in Primark's Operations

This report provides a comprehensive analysis of quality management practices within Primark, a global clothing retailer. The report begins by defining quality in a business context, exploring processes such as inspection and assurance, and outlining various approaches to quality management, including total quality management, process improvement, and statistical tools. It then delves into customer satisfaction, explaining its importance and the concept of continuous improvement, including added values like cultural, quality, and environmental considerations. The report examines how Primark measures quality management, highlighting the benefits of user and non-user surveys and methods of consultation, and the value of complaint procedures. The report emphasizes Primark's strategies to enhance customer satisfaction, improve its business performance, and maintain its position in the international market. The report also examines how Primark provides information to its customers, including through the internet, and how feedback from customers is important in improving the company’s strategies. The report concludes with a summary of the key findings and recommendations for Primark's quality management strategies.

QUALITY MANAGEMENT

Table of Contents
INTRODUCTION....................................................................................................................................................4
TASK 1.....................................................................................................................................................................4
1.1 Definitions of quality in terms of business...................................................................................................4
1.2 Processes of inspection and assurance..........................................................................................................4
1.3 Range of approaches.....................................................................................................................................5
1.4 Similarities and differentiation between methods........................................................................................6
TASK 2.....................................................................................................................................................................6
2.1 Customer satisfaction....................................................................................................................................6
2.2 Meaning of continuous improvement...........................................................................................................7
2.3 Type of added values to be gain...................................................................................................................7
2.4 Types of information made available to customer........................................................................................8
TASK 3.....................................................................................................................................................................8
3.1 Measurement of quality management for Primark.......................................................................................8
3.2 Benefit of users and non-users survey. ........................................................................................................9
3.3 Methods of consultation employed...............................................................................................................9
3.4 Value of complaint procedure which can improve quality.........................................................................10
TASK 4 ..................................................................................................................................................................10
Covered in PPT.................................................................................................................................................10
CONCLUSION......................................................................................................................................................10
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INTRODUCTION
Quality management refers to overall activities and performance in order to maintain
required level of excellence and better quality. Every organization wants to offering the best
quality of product for attracting more people and increase the number customer as well.
Further, every managers and leaders control the overall management of company for produce
good quality of stuff material and provide better level of comfort to people (Bergman and
Klefsjö, 2010). The present report is based on Primark organization which is a international
clothing retailer. It has around 320 stores in all over the world and transfer its product and
services in various countries. It offering great quality of cloth in international market for
people and earn more profit through this (Ipeirotis and et.al, 2010). Different types of
approaches are used by quality management in order to improve their performance. With the
help continue improvement every company have to provide full level of satisfaction to their
consumers. Further, communication and record keeping procedure help company to improve
their quality of working.
TASK 1
1.1 Definitions of quality in terms of business.
Primark offering good quality of stuff material in order to earn profits and provide its
goods and services in international market. Around 1 billion people purchasing products
which are sale by company. Organization must ensure that cloths which they introduce in
market which are have to best quality product and help entity to meet desired goals and
objective. Quality stands for entire features and characteristics of goods and services. Better
quality of goods and services which are helpful for both employer and employee. Workers
gets a advantage of purchasing good quality of product which are durable in nature and most
of the people attracting with this which increase employees sale and increase earning
efficiency as well. It can able to improve standard of living of people which provide proper
satisfaction to them (Sadikoglu and Zehir, 2010).
1.2 Processes of inspection and assurance.
Quality planning is the forecasting procedure which help companies to improve their
performance and reduce contingencies. Assurance is focused on the production process which
improve quality management and make necessary changes if required. Higher authority is

responsible to manage entire production process in order to meet standard level of quality.
Primark have to inspect and assure that following processes which are aligned below, must be
follow by quality management:
Quality assurance- It is a continuous process which leaders and mangers of Primark
company have to ensure that resources are fully utilised in order to take best decision for
companies. Regular identification of performance of firm help it to improve work quality.
Different types of plans and approaches are opted by Primark in order to meet desired level of
satisfaction. In this process managers and leader able to identify the actual problem and
evaluate best possible solution for it (Papp, 2014).
Quality planning- It is a forecasting concept which are framed by companies to
remove future conflicts and contingencies which may or may not be harm to the existence of
company. Plans are prepared for proving better comfort to their customer and increase their
standard of living and execute them when it is necessary (Harter and et.al, 2011).
Quality control- Higher authority of Primark take necessary steps for improve
production process of company and meet required level of quality of cloths.
1.3 Range of approaches.
Total quality management is the continuous process which is opted by most of the
organizations in order to reduce or remove manufacturing error, control overall performance
of company, improve customer proving services and ensures that people get proper comfort
in their product. Managers have to control production process for maximising the profit and
minimising cost and offering best quality to their consumers. Staff members of Primark hotel
must follow different types of approaches which are as follows:
Process improvement- Leaders have to manage performance of company by improve
their work efficiency and improve service quality as well (Sharma, Lawrence and Lowe,
2010).
Just in time- In this approach every organization needs to divide inventory between
raw material and work in progress.
Process execution automation- Continuous routine of company is managed by this
approach.

Statistical and management tool- In this approach, members can use diagram, sheets
and list which help company to improve their work performance and performance of Primark
in international market (José Tarí and Molina-Azorín, 2010).
1.4 Similarities and differentiation between methods.
Various types of methods are opted by Primark in order to improve work efficiency of
company. These can be used to meet desired level of satisfaction and providing better
customer services. These method are similar in nature and differentiate with each other.
Similarities Differentiations
 All above mentioned approaches are
assist Primark to take corrective
action regarding earning profit and
attracting more customer.
 All methods are related with same
quality standard product and services
(Young Kim and et.al, 2010).
 Assurance method and quality control
both are used in evaluating present
quality of company and taking
corrective action for improve
performance.
 Organizations continuously focused
on production process in order to
improve work quality.
 Clothing material and other products
of company are identified by the
quality control method for continuous
improvement.
 In quality planning different types of
plans and strategies are framed and
execute them various stages.
 Total quality management used by
various organizations for reducing
error which are related to
manufacturing and identify best
possible solution for it (Zehir and
et.al, 2012).
TASK 2
2.1 Customer satisfaction.
It is a term which is used to identify how suppliers provide goods and services to
customer in order to their satisfaction (Simon and et.al, 2011). It is a marketing policy which
help companies to meet people's satisfaction and provide level of comfort to them. Primark
deliver variety of cloths in international market for all age group of people and try to meet
customer's expectation for a particular cloth and fulfil them in efficient manner. Good quality

of cloths at reasonable price attract number of employees which increase earning efficiency
of company. Managers and leaders have to ensure that organization have to deliver goods and
services are according to nature, custom and tradition taste of people. Some specifics reasons
for which Primark providing customer satisfaction are as aligned below:
Increase standard of living of people- Level of standard can be increase by providing
proper satisfaction to them through good quality of stuff material. Primark able to improve
profits and boost up their revenues as well (Casadesus and et.al 2010).
Point of differentiation- Consumer satisfaction of Primark is different from other
companies. Increase number of customer is the big competition in market.
Leading indicator for customer- Approx 1 billion people are enjoy goods and services
which are introduced by Primark. In indicates that lots of people are happy with those produts
and they having a trust on it (Pratasavitskaya and Stensaker, 2010).
2.2 Meaning of continuous improvement.
It is the ongoing process which is done by collective efforts of entire members of
company in order to improve quality of goods and services and process as well. Continuous
improvement is focused on regular changes in firm which able to improve work quality of it.
Leaders and managers are able to make plans or strategies to attain pre plan goals and
objectives. They are responsible to monitor overall functions of Primark to put company in
profitable position. Fully utilisation of resources are assist entities for smooth working.
2.3 Type of added values to be gain.
Higher authority of Primark opted continuous improvement for attract number
customer and increase earning efficiency as well. Various types of value added which are
followed by organization are as aligned below:
Cultural added value- It is related with social marketing planning which assist
companies to understand basic cultural and tradition of people. Primark have to meet needs of
various cultural groups. Managers needs to delivers various types cloths and services
according to people's custom and tradition. Company have to produce different cloths on the
basis of custom and beliefs of their customer (Hoonakker and et.al, 2010).
Quality added value- Good quality of cloths attract more customer which able to
improve earning efficiency of company. These are durable in nature which can build trust of

people and boost up confidence of staff members of organization. People purchase goods
after checking stuff material and receive full level of consideration.
Cause related value- Thus, it this method is related with the social marketing
condition. In this case most of the organization spend few part of their profits to local people
which is not a revenue earning planning al all (Hoang, Igel and Laosirihongthong, 2010).
Environmental added value- Leaders and managers of Primark have to ensure that
production process of the company may not affect environment badly which harm for other.
2.4 Types of information made available to customer.
When Primark going to introduce new product in market then they have to provide
information regarding their new good. Companies may transfer information to their customer
through internet, e-mail, television, news paper and radio (Sıtkı İlkay and Aslan, 2012). In
modern era, internet is the best option for transferring data to people and feedback from them.
Feedback from people is the best option for organization to improve their performance in
international market whether they are good or bad. Good feedback give strength to companies
to maintain their working strategies and through bad they can improve them and boost up
trust of local people. Further, with the help of this stage companies can maintain existing
consumers and increase them and well. Better quality of product improve overall
performance as well as earning efficiency of firm (Vanichchinchai and Igel, 2011).
TASK 3
3.1 Measurement of quality management for Primark.
Members of organization have to control quality of goods and services which they are
introduced in international market. People purchase cloths after checking stuff material which
comes in affordable price. Quality management play a significant role in maintaining image
of company in market by delivering good quality product to people. Feedbacks means a lot
for companies for improving quality of work (Butler and et.al, 2013). If organization receive
feedback then they are able to control quality management in order to conduct correct
measurement of their performance. Employee performance measurement is the turning point
for organization through which they can easily maintain performance in international level.
Measurement is able to set benchmark for them in order to maintain their work quality

accordingly. Quality measurement is helpful for companies through which they can easily
attain target and objectives as well.
They can be positive or negative. Positive becomes a strength for them and try to
maintain for long term but in case of negative feedback companies try to improve and attract
people. Leaders needs to motivate their workers in order to meet their desired level of
satisfaction and complete task in a timely and efficient manner. Motivated employees are
assist to attain organizational goals and objective.
3.2 Benefit of users and non-users survey.
Users of the company refers to existing consumer. Further, Primark continuously
introduce variety of cloth and designer cloth in order to maintain and attract them towards
product. Surveys are assist Primark to identify market needs and expectation and try to fulfil
them on timely manner (Gotzamani and et.al 2010).
Non-users are also consumer but they are not continue to purchase goods and services
of company due to unaffordable price or not like quality of material. Thus, companies which
are going to introduce new goods in market have to ensure that price of that particular
product are reasonable and quality is good. With the help of surveys Primark can evaluate
customer's demand for their cloths (El Ouardighi and Kim, 2010).
Characteristics of surveys are as define below:
Current need of people- Through surveys organizations able to identify current
demand of people regarding their products and try improve them in order to attract them.
Value of money- Prices of goods and services are have to be reasonable which are
easily affordable by customer. Usually, people are purchase cheap material with best quality
which provide higher level of satisfaction to them.
Quality of goods- Primark opted surveys for identify improvement in quality of goods
and services. Companies can evaluate needs of improvement in various places.
3.3 Methods of consultation employed.
Various types of approaches and factors are used by Primark in order to improve
participation with represented groups which help company to improve their performance in
international market. Different methods are as as follows:

 Telephonic survey- It is an important method which can be opted by most of
the companies. Members can identify market demand through this survey
strategy which can be conducted for improve performance of the company.
 Mail survey- Manager of Primark mail to their customer for evaluating
demand in the form of feedback which support organization to meet desired
goals.
 Group interviews- In group discussion, people can directly interact with many
people. Its an advantage for suppliers to get knowledge about market demand
for specific goods and services.
 Form survey- In this context, managers of the company provide form to their
consumers. These forms are fulfil by people on the basis of their needs for
products.
3.4 Value of complaint procedure which can improve quality.
Complaints are consider as an opportunities for improve their work quality. It is
treated as a negative impact on companies but actually it is an advantage to know more about
premises' its strengths and weaknesses. Complaints are received by the organization from
their customer. Every company have to focused on those point which are becomes
weaknesses for them and try to improve those point and to meet people's demand. They have
to perform task in timely and efficient manner which put them in profitable position and
make financially strong to them (Talib, Rahman and Azam, 2011). If entities are not accept
their weak point then they are not able to improve work quality in international market and
reduce production process as well.
TASK 4
Covered in PPT
CONCLUSION
On the basis of above report it has been concluded that, Primark company is the
international clothing retailer it have to deliver goods and services at reasonable price of best
quality stuff. Good quality attract more people and assist them to increase number of
customer. Further, communication and record keeping help company to improve their work
performance and maintain quality of work as well. Through recode keeping process staff

members can compare their current performance with previous year performance.
Organization should provide training and proper guidance to their worker which improve
their work quality and support them to meet desired goals and objective. Every company
have to provide good customer services in order to earn more profits and put it in profitable
situation. Leaders must use variety of factors and approaches which help them to meet their
goals. Customer feedback assist firm to improve their work quality in international market.