Analysis of Quality and Service Delivery Management in Organizations

This report, focusing on Thomas Beach, a franchise store, analyzes the critical aspects of managing quality and service delivery within a business context. It begins by identifying different stakeholder groups, including internal stakeholders like employees and management, and external stakeholders such as customers and suppliers, detailing their expectations for quality and service. The report then evaluates the processes used to identify stakeholder needs, using a stakeholder analysis matrix to understand their impact and influence. It delves into the concepts of quality when delivering a service, emphasizing the importance of high-quality products and staff training. The report further discusses the impact of poor service quality on the organization and its stakeholders, highlighting the effects on brand reputation, customer satisfaction, and employee interest. It reviews quality standards, such as ISO, used for measuring quality and service delivery in the retail industry. The report concludes by exploring the role of leaders and managers in embedding quality improvement and service delivery, and addresses issues related to continuous improvement and service delivery, proposing potential solutions to enhance overall business performance and customer satisfaction. This assignment is contributed by a student to be published on the website Desklib, a platform which provides all the necessary AI based study tools for students.

Managing Quality and
Service Delivery

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
An identification of the different stakeholder groups in organisations and a description of their
expectations for quality and service delivery.........................................................................3
An evaluation of the processes used in organisations to identify stakeholder needs.............4
An analysis of the concepts of quality when delivering a service..........................................6
A review of quality standards which can be used for measuring quality and service delivery.. 6
An explanation of how quality standards are set, monitored and maintained........................7
TASK 2............................................................................................................................................8
An analysis of the role of leaders and managers in embedding quality improvement and
service delivery.......................................................................................................................8
An explanation of the issues related to embedding continuous improvement and service
delivery and propose possible solutions.................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Every business organisation aims to attain success at marketplace. For this, enterprises
focuses on delivering products and services to the customers in order to satisfy them at highest
level. The present report is based on Thomas Beach which owes a franchise store named Moss
Outfitters. It offers variety of products in clothing sector that includes local as well as designer
brands. In order maintain their sustainability at marketplace the company is required to focus on
updating themselves as well as their services to gain competitive advantage (Dedeoğlu and
Demirer, 2015). The current project is divided into two tasks. The first task will provide
information on effective management of quality and service delivery for Thomas Beach for
maintaining influence of customers towards them. It includes identification of different
stakeholders for company, its evaluation process while finding out needs of stakeholders. Further
it describes about various quality standards and how they are monitored and measured. The
second task, will show how company can improve its quality and services delivery at workplace.
TASK 1
An identification of the different stakeholder groups in organisations and a description of their
expectations for quality and service delivery.
Stakeholders are considered as the person who are associated with the organisation. They
are mainly bifurcated in two types that is internal and external stakeholders. With reference to
current scenario, internal stakeholder for Thomas Beach are employees, management team,
business owners (shareholders), whereas external stakeholder for this company are its customers,
creditors, society, suppliers and government who directly or indirectly influences organisational
decision making (Kundu and Datta, 2015). It can be said that expectations of both the kind of
stakeholders are different from the company as their motive is quite different. Varied expectation
of both towards quality and service delivery are described as below:
Expectations of Internal stakeholders for quality and service delivery
The main expectation of internal stakeholders of Thomas Beach is to attain remuneration
on the stated time. This will motivate them to perform their work on time with their best possible
efforts. Thus, for meeting this expectation, it is essential for manager of Thomas beach to focus
to pay salary to its employees on timely manner. Along with this, they should also focus to

provide various incentive schemes for the management team as well as other associated people
so that business activities can be accomplished at right time.
Expectations of External stakeholders for quality and service delivery
External stakeholders like customers, creditors, society, suppliers and government have
different expectation from the stated company, Like customers wants high quality products at
affordable prices along with proper behaviour of employees at their visiting time. Whereas,
creditors and suppliers expects that company should provide them their instalment money on
time so that their financial management does not fluctuates (Mittal, Gera and Batra, 2015). This
makes them not to comprise with their quality of work and the services which are being
delivered by them to customers. Whereas, Government expects from Thomas Beach to execute
their each and every business activity within the government laws. Along with this, they are also
required to meet quality standards while offering products to customers at workplace.
An evaluation of the processes used in organisations to identify stakeholder needs.
In context to present given scenario of Thomas Beach, its has been analysed that higher
authority of the company has used stakeholder analysis in order to understand needs and
requirements of all of them so that they could be fulfilled in future effectively.
Stakeholder Analysis Matrix
Stakehol
der
Name
Contac
t
Person
Phone,
Email,
Websit
e,
Addres
s
Impact
How
much
does the
project
impact
them?
(Low,
Medium,
High)
Influence
How
much
influence
do they
have over
the
project?
(Low,
Medium,
High)
What is
important
to the
stakeholder
?
How could
the
stakeholder
contribute to
the project?
How could
the
stakeholde
r block the
project?
Strategy
for
engaging
the
stakehol
der
Customer
s
High High Quality of
product
Provide
positive
response
towards the
project
By
boycotting
the
offerings of
company
By
communi
cating
with
them
through

social
media
Governm
ent
Low Medium Abide rule
and
regulations
and follow
them
Give
permission
for genuine
initiative of
company
By placing
adverse
legal
regulations
By
maintaini
ng
transpare
ncy of
project
operation
s
Suppliers Medium High Release
payment on
provided
time frame
(Beckford,
2016)
By providing
the resources
required for
project
By
switching
to other
organisatio
ns
By
conductin
g
monthly
meetings
Employee
s
High High Provide
healthy and
safe
working
environment
By giving
their input for
execution of
project
By going
on a strike
By
organisin
g training
sessions
and
seminars
Sharehold
ers
Medium High To know
about each
and every
decision of
company
and wants
transparenc
y in every
By putting
their funds for
the successful
formulation
of project
activities
By pulling
off their
funds from
the project
By
having
round
table
sessions
with
them on a
constant

work. basis
An analysis of the concepts of quality when delivering a service.
Quality refers to the status of product which depicts that whether the product is good or
bad in condition. Concept of Quality was developed with the initiative of focusing on overall
process of quality that whether it is being executed in right manner or not (Narteh, 2015). It also
ensures that whole project is being done effectively and all the product or services which are
being offered to customers are of high quality which will not harm them in any manner. It also
includes all activities through which company can easily produce effective and valuable products
which are assured with high quality. With reference to the current given scenario of Thomas
Beach, it has been analysed that management of this company is required to focus on selection
on those specific brands whose products are going to be sold or displayed in the franchise store
of this company. This is because, if product quality of associated company is not good and then
it would directly harm trust of their own customers (Rauch and et. al., 2015). Along with this,
while understanding the concept at the time of delivering services, it is highly important for the
Thomas Beach to check out that whether their staff are delivering all associated services to
customers in quality manner or not. For instance: Thomas Beach offers sells cloths to customers
within its store therefore, it is important for them to provide high training to those employees
who are interacting with the customers at regular basis. This training will allow employee to deal
with customers in polite and valuable manner which will place impressible impact over the
customers.
Discuss the impact of poor service quality on the selected organisation and stakeholders
Poor service quality services refers to the ineffective services of the organisation which
are delivered to customers. With reference to Thomas Beach, it has been analysed that currently
the company is facing stiff competition from the major store offering similar kind of services
within its store. It can be said that if Thomas beach will not deliver quality services to its
customers then it will negatively influence name of the organisation as well as its stakeholders
too. Impact of poor service quality on Thomas Beach and its stakeholders are described as
below:
Impact of poor service quality on organisation: It can be said that if employees of
Thomas beach delivers poor service quality services to customers then it will directly place

impact on the brand name of store. This is because, non effective services will decline
satisfaction level of customers. As a result these unsatisfied customers will not make their future
purchase from the same store. This will place major impact on their sales as well as profitability.
In addition to this, these customers could also perform negative mouth publicity of the store
which will affect their sales performance as customers will make negative perception of
company and would not visit the store in future.
Impact of poor service quality on stakeholder: On the other hand, impact of low
quality on stakeholders can be seen in terms of decline on their interest over the company. It can
be said that lower support of stakeholder will directly place impact over its sustainability. For
instance: if products offered by Thomas Beach are non recyclable or usable then there are
probable chances that government(strong stakeholder) might increases rates of taxes or might not
allow them to extend their business as products are not good for the society as well as
environment. This depicts negative influence of poor quality on stakeholders. Apart from this, it
could also be said that if the company is not able to deliver satisfactory quality of services to
customers then it will directly reduce interest of employees from company because they might
plan to switch the company. This clearly shows that it affects sustainability of employees within
the company.
A review of quality standards which can be used for measuring quality and service delivery.
Quality standard refers to the specification, guidelines, requirements and basic
components of particular product that are required to be considered in order to check that
whether the product is of finite quality or not. With reference to the retail industry, it has been
analysed that organisation belonging to this sector are required to follow certain specific quality
standards applicable to their industry and also helps them in measuring quality and service
delivery. Some main quality standards that are required to consider by Thomas beach are stated
as below:
ISO: International Organization for Standardization refers to driving force which guides
company about the actual quality assurances practices which are required to attempted by the
company and how they can do mapping of it at the time of QA implementation. ISO 9000 is a
International standard that ensures that quality assured products are being offered in the store
(Sharma, 2015). In context of Thomas Beach, Quality Assurance team assures that all available
products in the company are ISO certified only.

Apart from this, the Quality Assurance team also uses some more ways like to check and
measure quality of services which are delivered to customers. It has been seen that before
delivering or selling the product, the specified team also focuses on final random inspection,
loading supervision and 100 percent inspection of all finished goods. It also checks the fabric of
products, garment labelling, workmanship assessment(stitching, lining, pattern matching,
shading with the garment). Along with this, its important for them to check that whether billing
executives are performing their work on time or not as they cannot waste access time of
customers while performing their job responsibility.
An explanation of how quality standards are set, monitored and maintained.
The preliminary focus of every company is to fulfil demand and requirement of all
stakeholders. For this, they focuses on setting out their priorities and work so that appropriate
action on the same can be taken out. Every industry has its own norms and quality standards
which are required to be followed by all of the existing companies so they can work in ethical
manner and legal manner. In context of current scenario, top most authority of this company has
developed specific team who sets all quality standard for this company. This team is well
qualified and also owns knowledge on all quality standards which are required to be abided by
this company (Tseng, 2016). Furthermore, it can be that various employees belonging to this
team will be responsible for monitoring performance of the company in terms of quality of
services and products which are being delivered to the customers. Along with this, it also uses
system for measuring quality that is quality management system. This system is consist of all
policies, framework, resources etc. This information at single place directly helps quality team of
Thomas Beach in matching actual performance of employees with the pre set standards so that
all criteria of quality can meet predetermined work. Monitoring of quality standards are done by
continuous based inspection which states that how employees are delivering services to the
customers at regular basis. At the time of the inspection, if quality assurance team realises that
work is not done according to quality standards then they focuses on taking best possible steps or
initiatives in order to maintain or manage them in timely manner. Here, this maintenance can be
done by replacing wrong or non appropriate stuff with the fresh one in order to maintain the
quality and offer customer right product which satisfies their needs and wants (Amin, 2016).

TASK 2
An analysis of the role of leaders and managers in embedding quality improvement and service
delivery.
Leader and manger plays very important role in order to enhance the quality of services
their provide to their customers. It is the responsibility of a leader to create positive working
environment, so that they will be able to improve the quality. Apart from leaders, managers plays
very important role in the organisation so that they can easily manage and control all the
activities and maintain the quality of services effectively (Jun and Palacios, 2016). As per the
given scenario, it has been said that with the organisational premises of Thomas Beach, it is very
essential to have effective managers and leaders. This as a result helps in maintaining the quality
of service delivery. Leaders need to motivate their staff members on regular basis, so that they
will be able to improve the efficiency and effectiveness of current staff members. For example,
Thomas Beach offers range of products which includes local as well as international branded
cloths. It is very essential to provide high quality products and services which requires effective
leaders and managers within the organisation. Managers and leaders have the responsibility to
motivate and enhance the performance of staff members by providing them positive working
environment. Along with this, for continuous based improvement, leaders and manager are
required to conduct training program for employees according to their job role so that they can
understand how their work in terms of quality can be improved in order to deliver better services
to customers at the time of their visit in the store.
An explanation of the issues related to embedding continuous improvement and service delivery
and propose possible solutions.
The main issues that are faced by management team of Thomas Beach at the time of
improving quality of service delivery within the company are related to non supportive
behaviour of employees and lack of time for bringing improvement (Teeroovengadum,
Kamalanabhan and Seebaluck, 2016). Both of them are explained below with their feasible
solution.
Unsupportive behaviour of employees: It has been seen that the company is facing
issues employees as they are not showing their supportive behaviour towards the improvement.

This is because, employees thinks that it is a time wasting activity which affects their
performance as well as productivity.
Solution: In order to overcome this, management team of the company has
communicated to proposed employees so that they can understand actual requirement for the
improvement. Along with this, management team also makes these employees realise that how
this improvement will make them attain their personal as well as professional goals (Lai, 2015).
As a result, this will convince employees to agree for continuous improvement and service
delivery.
Lack of time: Thomas Beach deals in retail sector, this depicts that the company have to
deal with the customers at regular basis. This simply means that if company focuses bringing on
improvement in their quality and service delivery at continuous basis then they does not have
adequate time. As a result, it becomes major problem for Thomas Beach in conducting
continuous based improvement in service delivery.
Solution: For overcoming this issue, management team of Thomas Beach can make
these improvement activities on weekly off and pay additional amount to employees as overtime
so that they can take out time from their busy schedule and contributes in executing continuous
based improvement. This will take out some additional time for company to make improvement
effectively at workplace (Kearney, 2018).
Lo3
Discuss the concept of continuous improvement in service delivery in a selected organisation
Continuous improvement refers to the ongoing process of improvement of process,
products or services. This improvement is done through incremental as well as breakthrough.
Continuous improvement is beneficial for every industry as it helps them enhancing the quality
of their product, simplifies work processes, minimises waste level, improves satisfaction level of
customers and also contributes in up gradation of profitability. Continuous improvement in
service delivery is also important as it helps businesses in improvising enhancing satisfaction
level of customers as they are getting better quality services from organisation. In context of
Thomas Beach, it has been identified that the company is providing products of different brands
to customers. Therefore, it is essential for them to emphasise on their quality of services which
are delivered to customers in order to make them loyal towards themselves. By observing their

current situation, the management team of Thomas Beach has developed continuous
improvement plan in service delivery in order to ensure customers will reach their satisfaction
level at every time.
Continuous improvement plan
Provider
Date
Elements Current performance Proposed
performances
Strategies for
improvement
Quality of services Current quality of
services are not
appropriate as the staff
is not able to deliver
quick services to
customers.
Deliver right product to
customer along with
effective services
Implementation of six
sigma
After-Sale Services Exchange process of
product is too slow
which places negative
impact over customers
as they are not getting
appropriate response
from staff member for
changing their
products.
Quicker response to
customers and also
provide them adequate
answers on their
queries.
Feedback from past
client and adopt new
technology which is
helpful in
communicating to
customers at the time of
after sale services.
Discuss with a case study of selected organisation, the need for continuous improvement in
service delivery
It has been analysed that Thomas Beach has positive environment where all staff
members works in a friendly manner. But, still Thomas possess to develop their business up to
date because they are facing high competition from major stores with the same area. The owner
has also identified that recently many high street businesses has been closed due to the excessive
competition. In this regards, Thomas is now mainly giving priority towards the management of

quality and service delivery. As per the overall provided information, it has been analysed that
there is huge need of continuous improvement in service delivery of Thomas Beach as it is going
through stiff competition from major stores who offers high quality services to customer which is
also influencing their interest towards them. Along with this, some of the major needs of
continuous improve for service delivery in Thomas Beach are described as below:
Retain customers: It can be said that if the company develops its service delivery
according to the customer need then there are more chances that customers will remain loyal to
the same store for longer period of time. Effective services always attracts customers as they
believes that company care about them and also want to fulfil their expectation so that they can
meet their satisfaction level. This is helpful in retaining customers loyal towards the company.
To increase sales and profitability: It can be further said that another major need of
continuous improvement for Thomas Beach is to enhances its sales as well as profitability. This
is because, effective service delivery influences customers to make their every purchase from the
same store. Along with this, these customers also recommend their family and friends to buy
their clothing from Thomas Beach only. This will ultimately increase sales performance of store
also it will enhance its profitability too.
Discuss implementation of continuous improvement in a selected organisation
For implementing continuous improvement in service industry, top management team of
Thomas Beach uses Six Sigma improvement plan for improvising their current proficiency in
service delivery. Six sigma is basically used to improvise capability of the business process by
eliminating defects in the services. With reference to Thomas Beach, the manager has used
DMAIC in order to enhance quality of service delivery by reducing number of issues developed
in the company. In this regards, each element of DMAIC is explained briefly below:
Define: At this stage, manager emphasises on defining current issues that is affect
Thomas beach associated with service delivery that is non effective after sales services of store.
Measure: In this, main focus of manager is on measuring actual performance of store in
terms of after sales services that are delivered to the customers. They also maintains records of
all the activities. Along with this, at this level manager also prefers to measure success rate of
services at market place for understanding its proficiency.

Analyse: Here, manager conducts analysis and evaluation of overall identified issues at
workplace. On the basis of these issues, they develops effective strategies for the same so that
meet with feasible solution.
Improve: At this level, manager focuses on incorporating strategies for bringing positive
change within the store in service delivery improvement. This is done with the help of adopting
effective theories and principle. In context of Thomas Beach, the manager takes feedback from
its existing customers from their past experiences.
Control: Management of Thomas Beach carries out measurement of improvements and
ascertains the variances in order to take corrective actions for eliminating non effective services
which are delivered to the customers.
CONCLUSION
On the basis of above mentioned report, it has been concluded that business organisations
are required to focus on maintaining quality of the products or services which are being offered
by them at marketplace. For this, they takes various initiatives and adopts different ways by
which they can sustain longer at marketplace. Maintenance of quality services also helps
business organisation in gaining competitive advantages too. It has been further identified that
business organisations are required to focus on the quality of services and also set some
standards in order to measure the quality of services they provide to their customers.

REFERENCES
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ISO Certification for Textile and Apparel Industries. 2019. [Online]. Available Through:
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