Total Quality Management
1. Demonstrate the usage of quality concept by explaining the impact of quality on the business performance of this organisation. Your discussion shall address the following aspects:
(a) Describe the business operation and service provided by the organisation.
H&M was founded in 1947 by Erling Persson, now it is a global fashion brand. Today the H&M offers fashion for everyone under the banner of H&M groups. They currently have over 3200 stores in over 54 markets around the globe and employed over 116,000 workers worldwide. Besides retail stores, customers can also purchase products through their interactive online shop which is applicable in smartphones.
Their business concept is fairly simple which is to provide customers with fashionable, high quality clothing at the best price possible. They offer a wide range of collections that are in variety of categories including women, men, teenagers and children apparel.
Quality is an important factor in H&M, quality is a process they take seriously even from initial idea to final product. This is to ensure they always exceed customer’s expectation on product quality. The product should not only look good but also safe and free from harmful chemicals.
(b) Identify the key customers, suppliers and competitors for these services.
Customers
Customers do not only include people who purchase the company’s products but also include employees of the company. Both internal and external customer plays a fairly important role in the company.
For this instance, the internal customer of H&M includes any member of the organisation who rely assistance from another member, which include employees, distributors, vendors and department. For an example, if the retail staffs are being mistreated by their top management, retail staff may respond to the ill treatment by providing bad customer service. This type of customer plays an important role for the success of the company. Therefore it is important for H&M to
(a) Describe the business operation and service provided by the organisation.
H&M was founded in 1947 by Erling Persson, now it is a global fashion brand. Today the H&M offers fashion for everyone under the banner of H&M groups. They currently have over 3200 stores in over 54 markets around the globe and employed over 116,000 workers worldwide. Besides retail stores, customers can also purchase products through their interactive online shop which is applicable in smartphones.
Their business concept is fairly simple which is to provide customers with fashionable, high quality clothing at the best price possible. They offer a wide range of collections that are in variety of categories including women, men, teenagers and children apparel.
Quality is an important factor in H&M, quality is a process they take seriously even from initial idea to final product. This is to ensure they always exceed customer’s expectation on product quality. The product should not only look good but also safe and free from harmful chemicals.
(b) Identify the key customers, suppliers and competitors for these services.
Customers
Customers do not only include people who purchase the company’s products but also include employees of the company. Both internal and external customer plays a fairly important role in the company.
For this instance, the internal customer of H&M includes any member of the organisation who rely assistance from another member, which include employees, distributors, vendors and department. For an example, if the retail staffs are being mistreated by their top management, retail staff may respond to the ill treatment by providing bad customer service. This type of customer plays an important role for the success of the company. Therefore it is important for H&M to
References: 1. Foster S.T, (2013), Managing Quality Integrating the Supply Chain, 5th Edition, Pearson Education Inc. 2. SIM University, (2014), Total Quality Management Study Guide, Educational Technology & Production Team Curriculum Administration Team. 3. H&M, (2014), Quality, Retrieved from; http://about.hm.com/en/About/facts-about-hm/about-hm/hm-group/quality.html 4 5. H&M, (2014), Facts About H&M, Retrieved from; http://about.hm.com/en/About/facts-about-hm.html 6. Ruben D.V, (2012), H&M IMC Project Part 1, Retrieved from; http://media.wix.com/ugd/e43a26_42418afad429af16f07abfdc382860d5.pdf 7. Answers, (2014), How effective customer service benefits the customer the organisation and employee?, Retrieved from; http://wiki.answers.com/Q/How_effective_customer_service_benefits_the_customer_the_organisation_and_the_employee?#slide=8 8