Business Management Assignment

1.   Introduction

A quality management process is a collection of procedures that are pursued to make sure that the deliverables produced by the team of the company are fit for purpose. Moreover, the quality management process involves setting quality targets that are approved with the consumers. A quality assurance process and quality control process are used to measure the actual quality of deliverables (Koontz& Weihrich, 2006). The proctor and Gamble utilized its quality assurance program to assist the company to attain the better outcome by providing efficient and easy to use quality products, which make sure that those customers get products at designed acceptance that are also considerably contribute to speed and profit goals (Zairi, 1997) . However, Vodaphone main priority is to satisfy its customers by understanding and foreseeing their requirements and covering their demands and expectations as well as always try to provide services of outstanding quality (Vodafone, 2008). The paper analyzes the quality process of Proctor& Gamble and Vodaphone Company. Moreover, this paper also evaluates the process strategy, performance management and supply chain management of Proctor& Gamble and Vodaphone as well as provides effective recommendation about the approaches for the innovation and sustainability of the companies.


2.   Approaches to Operations Quality Management

Joseph Juran’s believes that management of the company is greatly responsible for quality and his trilogy approach to quality determines quality planning, quality control and quality improvement. Proctor& Gamble quality planning provided branded products and services of superior quality and value to enhance the lives of the consumers of the world. Proctor and Gamble utilizes major key elements that permit to measure the outcomes in its quality products, and planned to apply changes that helped to achieve the objectives of the company. Those major elements include effective leadership, training, and validation. However, Vodaphone quality planning of providing quality services includes service evaluation to make sure that the products and services are designed, developed, and implemented according to quality needs (Vodafone, 2008).

 Moreover, in order to maintain quality the operations managers of Proctor& Gamble directly involved in quality control activities to make sure those products are produced according to specifications and those quality standards are maintained. In order to control the quality vodaphone had eliminated open source tools because of the lack of true development support and on-site maintenance. Due to changing requirement of the customers, Proctor& Gamble are forced to find the effective business strategy that can enhance its cost effectiveness with the same quality products. Conversely, in order to improve the quality of its services Vodaphone are working on the operations management of its mobile and fixed line networks. Moreover, to improve operating cost, the company saw an opportunity to reduce software license fees and investment in new monitoring agents however, improving the overall performance and quality of its operations management (Netage Solution, 2011). Proctor and Gamble is considering expanding the network of their operations in other countries by installing directly installing investing on plants and other factories of the company. 

Moreover, Deming’s fourteen principles for achieving competitiveness in the operations managements include create constancy of purpose for improvement of the product and service, adopt the new philosophy, and close down dependence on mass inspections. Furthermore, finish the practice of awarding business based on price tags alone, enhance constantly the system of production and service, introduce training, adopt and introduce leadership, make employees to feel secure, break down barriers between the staff members. Additionally, eradicate slogans and targets for the work force, eliminate numerical quotas for the work force, remove barriers that deprive people of conceit of worker ship and encourage education and self-improvement for everyone as well as take initiatives to accomplish the transformation (Hitt et al., 2000).

Moreover, Proctor& Gamble and Vodafone allocate resources for long term planning and research for the constant improvement of the design of their products. However, the clearest sign of Vodafone’s new philosophy can be originate on a web portal named betavine and this website permits anyone to create and test one another’s mobile application which can be downloaded on any wireless network and not only Vodafone (Capell, 2009). Proctor& Gamble and Vodaphone company are try to design a quality products and services that built appropriately on operations processes that prevents defects in the initial stages of the development. Proctor& Gamble make sure that employees who are working in the company have access to the critical training in the company’s own training center that permits the company to remain on the way of high performance (Accenture, 2009). However, Vodaphone has initiated a training programme that aims to delivered specialist knowledge and practical experience of the mobile voice and data solutions, and Vodaphone professionals are highly skilled trainers who are experts in every aspect of company’s products and services (Vodaphone Dataworld, 2011).

Proctor& Gamble and Vodaphone have adopted the concept of leadership in their companies; their managers’ lead and guide their followers to improve the productivity and effectiveness of the products and services. Proctor& Gamble and Vodaphone are always interested to work in the form of teams that helped to solve many issues in the company and improved quality and productivity of their products and services. Moreover, Proctor& Gamble and vodaphone have utilized training programmes that motivate education and self-improvement for the employees of the company and promotes continuous learning for everyone. Moreover, Proctor& Gamble is transforming its global structure from one based on four geographic regions into one based on product lines and this will create more global business units that are liable for building markets at the local level and raising brand awareness among consumers (Nolan, 2003).

3.   Total Quality Management in Procter& Gamble and Vodafone Company

The focus of Procter& Gamble and Vodafone Company is to provide the best quality to its consumer. Hence, the Procter and Gamble and Vodafone Company found that Total Quality Management or Total Quality is the best way to achieve the aims because it provides help in achieving the objective by lining up the company in meeting and going beyond the expectations of their customers. Moreover, the Procter and Gamble and Vodafone Company also believed that the Total Quality Management surely improves the financial gains of company and provides the complete satisfaction to (Beltran& Bou, 2005).

Total Quality

 The Procter& Gamble (P&G) Company began experiencing the Total Quality Management (TQM) in 1983 (Kanji, 1995). Procter and Gamble is developing understanding with TQM and expanding its application because it has thoughtful effect on the Procter and Gamble operations. However, Procter and Gamble operates in four dimensions that are; key elements, concepts, systems, and tools that enhance understanding by putting everything into a framework, which makes Total Quality less overwhelming, entirely integrated, and yet inclusive (Stahl& Bounds, 1991).

Key Elements: P&G works in the dimension of key elements of the quality efforts that are loyalty, leadership, empowerment, cross-functional teamwork, continual system improvement, and customer relationships (Berndt& Brink, 2004).

Concepts: At Procter& Gamble, the basic concept of total Quality is to establish the way for approaching work with a quality perspective, which used different concepts such as quality first, doing right things right, customer driven (Zairi, 1997).

Systems: The system plays an essential part in Procter& Gamble in total Quality efforts that include strategy development and operation, launching new products, standardization, and information systems (Zairi, 1997).

Tools: It includes the tools both new and old tools that Procter& Gamble has added to the toolbox because of their extensive applicability across a broad vary of situations (Berndt& Brink, 2004).

However, Vodafone is a service-based company that constantly provides quality service to their service user. Furthermore, Vodafone constantly improves their service by applying new process strategies such as Total Quality Management (Bateman& Snell, 2004). This provided Vodafone a best way to monitor the quality performance and a way to identify the areas for more improvement. Total Quality Management was really a great step forward in terms of the expansion of staff and improving the experience with consumer. Moreover, TQM also provides help in monitoring and recording every call that comes into the contact centers. The team leaders of Customer Service Representative assess a random selection of calls every month as an approach of monitoring the performance, improving the calls quality, and helping to recognize the training opportunities for contact centre staff (Feinberg et al., 2005).

Total Quality through Strategic Planning in Procter and Gamble, and Vodafone Company

 The Procter& Gamble focuses on quality both internally and externally with the result in profit therefore, in order to make remarkable changes and achieve the advantage, Procter and Gamble has found that Total Quality Management must be built into the process, which is used for developing and organizing the organization's strategy. However, development strategy process consists of three major phases: the long-term vision, the strategy development itself, and deploying the strategy. This process begins by getting clear concept of the organization’s purpose (Rainey, 2006) and referred to the mission statement of Procter and Gamble.

Moreover, in order to make remarkable changes, Vodafone outlined five strategic objectives. These objectives includes the reducing cost and encouraging revenue, delivering strong growth in rising international markets, innovate or respond to customer and fulfills all needs of customers regarding communication (Slaton& Editors, 2006). Furthermore, actively manage its portfolio to maximize return and support the capital structure and shareholder returns. However, to achieve all these objectives, Vodafone has found that Total Quality Management is the best way, which provided help in achieving the targeted goal and enhanced the value of company within telecom industry (Slaton& Editors, 2006).


4.   Performance Management Process in Procter and Gamble and Vodafone Company

To keep the standard of the Procter& Gamble, it is the responsibility of the HR to get the annual reviews and the performance of management of every unit. Furthermore, the performance review of the employees and departments based on the different factors like ability, respect, manners of the employees with diverse people (Asim, 2011). The performance management program is done in order to ensure that every employee and human resource department is working according to the standard of the company that will help to improve their performance in the market. Moreover, company also gathering feedback from the students of the company and then use these data to makes some of the adjustments. This gives advantage to the company to assess an individual that is good for company (Asim, 2011).

Furthermore, at Vodafone the performance management is also a key factor that widely and effective way, which plays an essential role in the development of Vodafone (Scholz, 2008). For Vodafone, performance management is gradually more essential to satisfied customers, therefore, performance management within Vodafone permits the design implementation and controlling the process-oriented workflow in the good environment (Scheer et al., 2006) which provides the complete satisfaction to service users.


5.   Supply Chain Management in Procter& Gamble and Vodafone Company

In Procter&Gamble, the goal of supply chain management is to have a fully automatic system that uses real-time data and to trigger every component in the chain, from developing and delivery to re-supplying and re-stocking (Jimenez& Prio, 2002). According to the president of Procter& Gamble, we changed our approach toward supply chain management to become extra customer centric (Power, 2001) . In Procter& Gamble, supply chain management based on real-time information that allowed delivering improved product, on time delivery, desirable products, and satisfied customer. The vision of Procter& Gamble is to extend its digital ability to reform the way in which business is done such as, smart packaging, a highly innovative system, which allowed the company to look at its supply chain from the perspective of costumers (Jimenez& Prio, 2002). By creating a simple method to track products, on delivery and in the stores, this innovation will significantly boost the efficiency of supply chain.

However, in Vodafone Company, supply chain management enables the company to show the leadership in this area. The position of Vodafone in the Information and Communication Technology, supply chain directly links consumers with the enormous and complex network of suppliers. Moreover, the team of supply chain management within Vodafone also responsible for supervising the team’s relationship with all suppliers and user (Vodafone, 2008) therefore, the Vodafone demands the high ethical, health and safety, labor and environmental standards of all our suppliers (Vodafone, 2010). Furthermore, the team of Supply Chain Management also doing an excellent job of rolling out the code of ethical purchasing to the top global suppliers. Hence, supply chain management process within Vodafone, motivated the voluntary participation of the company towards globalization of the inter-organizational relationship with other telecom companies, as well as creates a positive dynamic in the relationship between organizations (Ibbott, 2007). 


6.   Recommendation and Conclusion

Proctor& Gamble has utilized the total quality management approach that focused on serving its customers. However, in order to create value the company must align its organizational units with the requirements of its customers and the ultimate consumers’ domestics. The company should promote awareness of its products that are not very known to the potential consumers since consumers can be disappointed that no product meets their particular needs if they are unaware of the products. Moreover, in the company the implementation of total quality should begin with the agreement among the leadership, which leads to the commitment to take action to implement total quality in everything. The company is required to create a policy that will make the employees feel that they are being valued so that they will be encourage and motivated to provide quality services as well as the employees should feel secure enough to express ideas and ask questions. Additionally, the company should also eliminate the tradition of slogans and targets for the work forces; hence, it caused frustration and resentment within the company. Moreover, individual performance reviews are the great barriers to pride of achievement therefore Proctor& Gamble should try to avoid these traditions in the company in order to achieve sustainability and innovation (Larson, 2009). 

Moreover, Vodafone has utilized total quality management approach, that has provided a benefit of increased market share and achieve customer loyalty. However, the company faced problems of controlling huge number of staff, complexity in the render of service process as well as issue of intangibility. Moreover, the company has also faced the lack of quantitative tools to measure the accuracy of the standard of the performance of operation for the company. Therefore, the company is required to maintain the ratio of the number of customers that are present during the business operations. The company should also introduce new products and services in the market in order to maintain status within a market. The company should also release themselves from offering methods of services in order to be sustainable and innovative in the current market (Arsovski et al., 2011).

 It is concluded that the Procter& Gamble and Vodafone are globally recognized and are strong companies in their field, continuously working hard to achieve their objectives. Therefore, the strategies for process management, performance management and supply chain management applied by Procter& Gamble, and Vodafone provided quality benefits, enhance their revenue, and fully satisfy costumer. However, these strategies for quality management will also provide the future benefits to both companies as well as to consumers.


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