Operational and Quality Management at Tesco: A Comprehensive Analysis

This report provides an in-depth analysis of Tesco's operational and quality management processes. It begins by examining the success of existing operational and quality management practices, highlighting the use of lean production and a structured approach to quality. The report then delves into various quality management tools, including flowcharts, check sheets, control charts, scatter diagrams, benchmarking, and experimental design. It also explores the role of information management systems in improving efficiency and reducing costs. Furthermore, the report discusses how artificial intelligence (AI) can enhance business performance, particularly in improving customer service and reducing waste. Overall, the report offers a comprehensive overview of Tesco's strategies for operational excellence and quality improvement.

ASSESSMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Success of existing operational management and quality management process....................3
Analysis of tools related to quality management...................................................................4
Information management system...........................................................................................7
How AI can enhance business performance...........................................................................9
REFERENCES..............................................................................................................................14
Books and journals...............................................................................................................14

INTRODUCTION
Business environment is changing continuously which involve number of changes in
order to meet needs. This is also impacting on managing function in quality. This helps in
meeting needs and performing task according to needs (Mukhopadhyay, 2020). Managing
quality is useful function as it includes different task and operational activists. In current report,
the chosen firm is TESCO. It is British multinational firm which is operation its business in UK.
There are number of business changes which are faced by Tesco. The major objectives of
business firm are related to improving customer service experience and improving quality by
reducing wastage. There are number of challenges which are faced by the TESCO in order to
meet needs of changes in operation and perform in effective way. This also states that there are
different strategies which are used by firm in order to meet needs of these changes. This report
will include discussion about the changes in operation and perform activities.
MAIN BODY
Success of existing operational management and quality management process
Existing operational management
This can be seen that there are number of approaches which are used by management in
Tesco in order to perform task in effective way. This can be seen that operational management in
Tesco is performed by trained employees who help in meeting performance standards. Along
with this, firm follow and fixed structure in order to implement changes and perform task in
effective way.
Tesco is using tools which are useful in order to perform task in effective way and
manage roles of employee according to needs. Here, it is using concept of lean production. This
is useful in order to perform task in effective way and manage roles of employees in order to
perform task. The concept of lean management is to simplify the process, remove all
unnecessary elements and avoid waste (Kiran, 2016). Under the guidance of Booth, the supply
chain director of Tesco, Tesco and its cola supplier launched a comprehensive research to
analyse its cola supply chain there are many chances to reduce the cost and improve efficiency
such as reducing touch points, increasing machine utilizing rate and reducing lead time.

Quality management process
There is and fixed approach which is used by the management in order to perform task in
effective way. These are related to quality management.
 Organization of the Tesco Technical /Quality Management System (QMS)
documentation
 Facilitating the communication of all Tesco documentation to colleagues, audit service
providers and suppliers ensuring the S&A team are the go to experts in Tesco Standards
and technical requirements.
 Facilitating reviews of all technical documentation to ensure consistency of approach and
process, and up to date live documentation
 Managing a recognisable suite of controlled Tesco requirements and guidance material
across the business, through the global and local QMS / document management systems.
These are some approaches which are used by Tesco in order to perform task and manage
roles in effective way. This also helps in meeting needs and performing task in effective manner.
Analysis of tools related to quality management
Quality act as an essential element which can be use by business firm in order to achieve
business objectives and perform task in effective way, there are different tools which can be use
by business firm in order to manage quality and perform in effective way. These tools are can
also be use by Tesco; some of these are discussed below:
Flowchart: This can be defining as that tool which is used by business firm in order to
manage quality and perform task in effective way. Flow-charting the steps of a process
provides a picture of what the process looks like and can shed light on issues within the process.
This can be use by Tesco, as it will help in managing flow of work and perform task in effective
way (Szolovits, 2019).
Check Sheet: This is also an effective tool which can be use by business firm in order to
meet needs. This can be use by business firm where it can perform the research in effective by
using check sheet. This will also help in improving performance of business firm.
Control Charts: These are used to determine if a process is statistically controlled. Most
processes are subject to standard changes (or common cause changes). This means that most
processes do not always meet the goal. Control charts provide a tool for determining the
statistical target range of movements relevant to target performance, allowing you to focus on the

difference for a specific purpose (outside specific performance limits). The control table limits
are set based on the overall deviation of the mean (target). The Upper Control Limit (UCL) and
Lower Control Level (LCL) are set so that 99.73% of the measured data points (three normal
movements above and below the mean) are within range. Sometimes high and low warning
limits are also set, and there are usually two normal movements from the center. PMBOKGuide
also reflects the high and low specification limits determined by the contract requirements. The
quality characteristics are then measured over time and the resulting data model is evaluated to
determine whether the change in action is due to a common or specific cause.
Scatter Diagrams: This consists of plot graphically shows the relationship between two
variables, the independent variable and the dependent variable. The X axis of the diagram
represents an action (usually an explanatory variable) and the Y axis measures another function.
To explain the diagram, take a look at two browser functions.
1. Tightness: The closer the browser is to the oblique line drawn on the graph, the
more likely it is that the two variables are linearly linked. The high correlation
between the actions means a change in movement.
2. Direction: If the correlation is positive, one variable increases, the other increases,
and the line has a positive slope (left to right). On the other hand, if the correlation
is negative, it means that as one building increases, the other building decreases and
the line have a negative slope (bottom left above).
Benchmarking: It includes comparing an ongoing project or activity with a similar project
or activity. This process generates ideas for improvement and provides a standard for measuring
quality performance. You can compare different levels, including knowledge from different
industry projects, knowledge from external providers, or published industry standards.
Experimental design: It is the process of determining the best quality improvement
solution by setting what if, with a limited number of samples. It is a statistical tool that identifies
the variables that will have the greatest impact on the quality of a project. This method is
commonly used for project results, but can also be used in project management processes. For
example, a senior network analyst costs more, but can solve and resolve problems in less time
than a young network analyst. In this case, the test can provide an appropriate mix of young and
senior analysts to achieve the best mix of analysts in the project configuration phase. The

advantage of this approach is that you can edit all the important or important elements at once
rather than on their own.
Quality Assurance: PMBOKGuide defines a quality assurance process that "examines
quality requirements and quality control measures to ensure that the appropriate quality standards
and operational definitions are applied." The quality assurance process ensures that the project
meets the quality standards established during the design process. Most of this work was done
during project delivery, but PMBOKGuide was done throughout the project. The quality
assurance process provides protection for continuous process improvement. Measurements made
in quality control are analyzed to determine if the process run through this process is within
tolerance limits or if changes are required. The quality standards and methods used during the
warranty period are evaluated and modified.
Tools and Techniques of the Perform Quality Assurance Process
Affinity diagrams are used to form many ideas for presentation and analysis. It is a great
tool for finding relationships between ideas and organizing many ideas and data into meaningful
groups. This makes the data easier to view and analyze. The relationship diagram is also referred
to as the “KJ method” because it was developed by the Japanese anthropologist Jiro Kawakita
(the Japanese first wrote their surname).
Process Decision Program Charts (PDPC): This method will help you identify the
steps needed to achieve your goal. In addition, further actions can be explored, so that you can
identify potential problems or risks before you identify them.
Interrelationship Diagraphs is a visual representation of cause and effect relationships
between multiple variables, complex problems, or desired effects.
A network diagram is a general term that can refer to the output of one of several
methods, such as Program Evaluation and Review Mode (PERT), Critical Path Method (CPM),
Arrow Card Mode (ADM) or Mode Priority Card (PDM). A network diagram is a schematic
representation of the logical situations or interdependencies between all actions in a project. You
can create it manually or use project management software. Network diagrams are a great tool
for showing your project workflow and can help you plan and organize your projects efficiently.
To create a network diagram, order a work or work package. Then use the arrows to link the
tasks and make a graph of the project workflow, interdependence between different activities,

density, risk, etc. Diagrams are an effective tool to support project design as they show network,
dependency, and sequence logic. The network diagram shows the duration of the activity, but the
start and end dates of the activity or project are not displayed graphically.
Matrix diagrams are used to show the relationship between different factors. Matrix
diagrams can take the form of a response sharing matrix (RAM) that records the roles of project
team members. This type of RAM is called a Responsibility, Accountability, Consultation and
Information (RACI) diagram, where the tasks to be performed are listed on the left as tasks. The
resources dedicated to carrying out these activities are listed at the top of the card and can be
provided as individuals or as groups depending on the level of detail shown on the card.
Quality inspection is one of the most important sub-processes performed in the quality
assurance process. According to PMBOKGuide, quality audit is an independent audit conducted
by an internal or external auditor. Quality checks can be carried out regularly or temporarily. An
audit is a systematic review of quality control activities to identify best practices or best practices
and lessons learned for use in current or future projects. Periodic reviews of quality control
activities and activities assure stakeholders that the actions taken are appropriate and adhere to
the quality process. If the measurement results outside the tolerance are specific, corrective
action can be taken.
Information management system
This can be defining as the function which is used by business firm in order to meet
performs outcomes. MIS include the coordination, control, analysis, and visualization of
information in an organization (Jackson, 2019). In context of Tesco it is also using appropriate
feathers and system which helps in meeting needs and performing task in effective way. There
are number of benefits of using this system which can be use by business firm. This useful for
Tesco as it helps in reducing cost of different function. As, this involve functioning in effective
way where it keeps eye on each and every function. This helps in reducing the cost and
performing according to needs of business firm. This make it mandatory for business firm to use
MIS as an function and meet objectives.
Information management systems collect and manage data stored in a variety of formats
and make it accessible to those who need it. Sometimes small businesses need to process office
documents and spreadsheets to make them available to their employees. Others may need to
collect and process detailed information on messenger data. Other information management

systems provide data to large organizations or the general public through websites. Whatever the
needs of your organization, a good information management system needs to be able to collect,
store and manage data in the format you want and be able to provide the right platform for those
who need it.
Think of your information management system, rather than a single software package, as
a system of rules set up by your company to determine how your employees collect, store, and
access information. If your business uses a combination of products with which you do not
currently interact, it may be necessary to validate the data with the assistance of a professional
vendor before implementing the management system information.
Most companies store information in a variety of locations and formats. Some files can
be stored on physical servers, others are stored locally on desktops and laptops, but others are
still stored in the cloud via services like Google Drive or Microsoft OneDrive. Some tools such
as Messenger Relationship Management (CRM) software or inventory management software can
store information independently of these other systems. Information management systems
centralize information so that it is not reproduced elsewhere or in other formats. This often
makes different versions of the document available to different people at different times.
With the development of important new technologies for recording and processing
information over thousands of years, new opportunities have emerged and people have taken
advantage of them. Johannes Gutenberg's printing press in the mid-15th century and Blaze
Pascal's mechanical calculator in the 17th century are just two examples. These innovations have
shaped the ability to record, process, disseminate and obtain information. This has resulted in
significant changes in people's lives, procedural rules and personnel management.
Information systems have had a profound effect on society as they have enabled more
diverse human activity. These systems can accelerate the pace of daily activity, allowing people
to develop and influence new relationships that are often more beneficial, influencing the
structure and combination of organizations, the types of outcomes they achieve. change
purchasing, and influence the way they work. So that. Information and knowledge has become
an important financial resource. However, along with new opportunities, reliance on information
systems has introduced new threats. Business innovation and academic research are always
opening up new opportunities to limit threats.

How AI can enhance business performance
Trend of AI is increasing in regular manner. This is useful in improving business
performance and mange roles in effective way (Dick, 2019). There are number of benefits which
can be use by business firm by implementing AI. These will help in achieving results and
performing task in effective way. Some pf these benefits are discussed below:
Engaging with customers: AI helps business firm in increasing Engagement with
customers as it helps in providing personalized view to business firm and meeting business
objectives.
Automation: this is also helpful in providing improved working system in business firm
where firm can use atomization and perform task in effective way.
Technology has evolved, demographics have changed, and workplaces have changed. These
changes in global behaviour have been influenced by new technological innovations and trends,
which have radically influenced business strategies and processes. The biggest challenge
company’s face today is quickly adapting to the new realities of mindset.
Artificial intelligence is a computer technology that is gaining ground in daily activities. It is
a set of solutions capable of performing tasks similar to those performed by humans. An easy
way to explain this process is to obtain, identify and process information to provide solutions and
solutions individually. Recreate human thinking for problem solving and decision making by
learning lessons from all human interactions. The growth in productivity, efficiency and sales is
undoubtedly driven by artificial intelligence in your industry. Notably, the largest investment in
AI comes from the futures-focused industry. According to a Forrester study, 46% of companies
using AI today use it for sales and marketing teams and 40% for customer support. Why? How
the company realizes that automated personal experience generates 50% more leads at 33%
Automated data: This is probably the most obvious short-term benefit to your brand.
Artificial intelligence can automate the most common processes, queries and transactions. AI
software solution features reduce operating costs and increase working hours to increase sales
and productivity. People are part of the equation, but now you have time to focus on challenging
or creative tasks that require level 2 management. According to the McKinsey study, it seems
especially important when 45% of 2,000 daily tasks are automated with the right tools. , 60% of
activities can save up to 30% of time thanks to automation.

Lower Cost: Artificial Intelligence offers advanced solutions at a much lower cost. For
example, integrating speech recognition and machine learning into customer service can save
60% to 80% on costs over traditional call centers. Artificial intelligence is a powerful tool for
your company's finances, so you can consistently grow your business and get rid of bureaucratic
resources that require money and time.
Integrated data analysis: Today’s data is a real gold for businesses. Knowledge of customer
taste and behaviour is an important part of your brand’s success. AI solutions support large
amounts of data traffic at higher speeds. The use and analysis of messenger data, along with the
ability to integrate with third-party or CRM systems, is a simple, convenient and cost-effective
way to identify customer needs using available resources. For example, it will be a great tool for
your marketing team to identify leaders and thus increase sales for your business.
More sales: By implementing AI-powered chatbots in your online store you can improve
your after-sales and sales strategy by increasing customer retention, conversion visitors to leads,
engaging users in real time and troubleshooting 24 24/7 You can also connect your chatbot to
other apps like email marketing or CRM platforms to go engaged quickly and drove through a
vending machine. This will greatly increase your sales and customer loyalty.
Omni Channel Communication - Great for customer support. The digital consumer image of
the move to digital forces companies to move to connected customers who need instant solutions
and real-time support. AI solutions can understand the language and dynamics of any channel
like Facebook Messenger, Twitter Direct or Chabot on your website. This way, businesses can
connect with customers, personalize their messages, and maintain experiences across all
channels. It's better. Everything happens automatically.
Continuous improvement through user interaction: Solutions such as neural networks and
machine learning are developed through user interaction. They use everyday words, expressions,
actions and actions to better understand customers' intentions. Solutions using these
technologies, such as virtual assistants, can maintain natural and regular conversations with
people and deliver real-time solutions.
Improve the recruiting process: Business AI can find applications and find the right matches
for a specific job. This saves HR time and ensures fair processes.
The image is clear. To survive in this environment of sustainable innovation, companies that
have not implemented AI need to think seriously about AI to meet the challenge. After all, AI is

not the price to pay. Invest in improving customer engagement through customer service,
marketing strategy, or data analytics.
The best way to test new technologies is to come up with a number of ideas that your business
can use. In this article, we take a look at some of the key AI application technologies that can
drive your business to growth and success.
1) AI-based analysis for better business decisions
Recent advances in network and storage technologies have changed the face of big data. Data
collection is useless without analysis. Due to its large size, data analysis will be impossible
without the use of human information. Information technology and security is an area of machine
understanding using machine learning and in-depth learning algorithms.
2) Courier service
Many companies are aware of the importance of a messenger service and how it affects their
business. But it's not that fast. Microsoft, for example, found that more than 50% of its customers
stop doing business with a brand because of poor customer experience.
Users don't like waiting in line, pressing a button, translating again, and talking until they reach
the expert they want. The solution to this problem are chatbots. At the first point of interaction,
you can effectively support your customers by reading, analyzing and providing intelligent
information.
3) Business management
From registration meetings and team meetings to travel and decision-maker support, AI can help
you run your business. Cloud solutions are suited to the size of your business and can be used by
small businesses and multinationals.
4) Accounting and finance
Accenture estimates that over 80% of all accounting and financial transactions will be done
through automation in the future. Additionally, a company called KPMG has devised a number

of innovations to develop a website of essential tools for non-analytical customers that can
accelerate analytics capabilities with McLaren Applied Technologies in the review process.
5) Human resources
Many HR staff are aware of how difficult and stressful the recruitment, interview and
communication process can be. In fact, the human resources sector was inspired by the idea of
using artificial intelligence in the sector. Finding the right candidate for the job is a time
consuming process. So the new face recognition app is driven by artificial intelligence that can
interview candidates and evaluate results through emotional issues that help companies
streamline the recruitment process.
6) Sales and marketing
Until recently, we were unable to use artificial intelligence to upgrade our marketing and sales
teams, but both were digitized very quickly. Artificial intelligence apps can start all your daily
activities. Additionally, AI-powered chatbots can personalize marketing and sales information
for customers as they can go further by responding to messenger service requests to increase
customer satisfaction and provide guidance for more sales. Machine learning can help you
increase prices for different markets.
7) Supply chain management
Machine learning algorithms help retailers and other businesses better manage their inventory.
Automate supply chain applications and external supply chains for warehouses and supply chain
solutions for AI-based applications.
8) Extension to autonomous driving technology
Major advances in self-driving cars rely heavily on artificial intelligence, so some companies
rely heavily on self-driving to drive trucks to reduce costs and increase reliability. The
manufacturing industry and other sectors can now use autonomous vehicles to increase
efficiency.