Total quality management is one of the management approaches that help in long term success through customer satisfaction. In the process of total quality management all the persons in the organization participate in improving the processes, products and services. Total quality management is also known as total productive maintenance as it aims to improve the quality of the product as well as also helps in decreasing the increase in cost (Rawlins, 2008). There are various cost control techniques that can be implemented in the process of total quality management and through use of them management can achieve the customer satisfaction. This process can be summarized as the management sub system that focuses on the customer satisfaction and it is important to note that total quality management is not the one day process but is the series of process that require involvement of all the employees in the management for continuous improvement.
In this paper total quality management of the Savola is being evaluated and examined in detail. Savola is of the famous Middle East Company that deals in the food and beverages and other retail segment. This assignment requires examining the company products and services offered in terms of quality and also the cost associated with the total quality management.
Savola has been founded in year 1979 in the kingdom of Saudi Arabia and long back company deals in refining the vegetable oil but for now company deal in many other products that are being sold in the grocery outlets out there in many part of the country. Savola supplies edible oil, sugar, fresh products of dairy and fast foods in the restaurants in the countries like Saudi Arabia, Middle East and North African region (Savola Company, 2017). The grocery chain of Savola is one of the largest chains in the Middle East serving millions of people in that region. Savola is also famous for its quality products and it is reason why people are fully satisfied buying the products served by the company. It can be said that Savola properly applies total quality management in their management process and aim to satisfy the customer needs through proving best quality products at lowest prices. The mission of the Savola Company is to have positive impact on society and to generate the profits from selling high quality products in the region known as MENAT (Middle East, North Africa and Turkey). In the near future company will increase the focus on its core sectors i.e. food and retail through gradually selling its main investment in the market. In this regard the main vision of the company defined as “At Savola, we exist to empower, inspire and strategically guide our companies, partners, customers and employees through supportive programmes and core values.”
The company conducts its operational activities under the name of two entities, that are, Savola Foods and Savola Retail. The main product items of the company are edible oils, fresh dairy products and restaurants serving fast foods. The company operates approximately about 498 grocery stores in about 30 countries. The company is recognized in the Saudi Arabian market for its quality products and services (Rawlins, 2008). The company strategic aims to offer high quality products to its customers for creating customer value. It is recognized all over the Middle East market to provide high quality grocery products and services. The household retail products of the company are recognized in the MENAT region to be of supreme quality. The retail stores of the company also emphasizes on providing good customer experience through its high-quality infrastructure and positive in-store environment. The company through providing continuous good quality products and services has created sustainable value for all its stakeholders.
Total Quality Management (TQM) is the most modern model used largely by organizations to assess the quality of their products and services. It is a approach used by businesses nowadays to improve service, productivity, reduce cost and achieve long-term customer satisfaction. Quality refers to maintaining high standard of work in each and every aspect of business operational activities. The concept of TQM has been developed and implemented by all modern organizations to examine the quality of its products and identify the shortcomings in the quality management. TQM model is being described as continuous method of improving the quality management of organizations. Savola, as a retail company, continuously strives to offer valuable products to its customers through adopting and implementing TQM system.
The retail sector is very competitive and thus organizations operating within the industry needs to continuously improve their product and service quality for achieving competitive advantage. TQM is quality management system that is used by businesses nowadays to improve their performance through cost-cutting and responding effectively to needs and demands of customers. The total quality management system of the company emphasizes on achieving customer satisfaction through meeting their needs effectively (Sustainability report: Savola, 2017). The quality of an organization is measured ultimately through customer satisfaction. The retail sector is very competitive in nature and thus retailing organization such as Savola should foster quality improvement through providing training to employees. Also, all employees should be encouraged to participate in decision-making process for improving the quality standards of every aspect of the business operational activities. Savola, as a retail company also focuses on achieving customer satisfaction through enhancing the skills and competencies of its employees through proper training and development. The company also emphasizes on total employee involvement for enhancing their motivational level to achieve organizational goals and objectives. This is mainly done for supporting creative-thinking process of employees in order continuously improve product service and quality. The identification of more creative ways drives continuous improvement in the company providing it competitive advantage. The TQM system has enabled Savola to reduce its waste and overall cost of operations. The company has developed a healthy work culture through providing employee empowerment, strong leadership, effective human resource development and managing quality process. These all factors have supported the successful implementation of TQM in business organizations. Thus, it can be said that Savola has adopted sound TQM system for achieving continuous improvement in its product and services quality (The Six Sigma Quality Management Tool, 2017).
Quality management tools are specifically designed for quality planning, quality assurance, quality control and quality improvement. Savola, as a recognized leader in grocery retailing sector incorporates the use of six sigma quality tool for monitoring and managing the quality of different business operational activities (Rawlins, 2008). The six sigma quality control tool is used mainly to remove the causes of errors through improving the manufacturing process (The Six Sigma Quality Management Tool, 2017). The six sigma quality management technique utilizes following steps for achieving total quality management system as follows:
The top level management of Savola is committed to continuously improve the quality of products and services through implementing six sigma quality management techniques. The decisions are mainly based on verifiable statistical data collected through the use of quality control tools. The top level management of the company implements participative decision making style in which all employees are encouraged to share their views and opinion about improving the quality standard of business operations. The company effectively analyses all the major factors of six sigma quality management system. This is mainly done for eliminating the chances of occurrence of any type of error. The business operations of the company are optimized for minimizing the generation of wastage. The statistical data collected is compared and analyzed with the standards determined in order to determine relationships that are causing positive or negative effects. The identification of the defect in any of the manufacturing process of the company is measured, controlled and improved through adopting proper strategies (Oakland,2003). The new business processes are developed in accordance with the strategies developed for achieving consumer needs and demands by removal of errors through the use of six sigma quality management technique.
Conclusion
Total quality management is the most important process in the management function as it aims to improve the quality of goods and services offered by the company. At Savola various quality check tools have been implanted to check the quality of products manufactured that helps the company to serve the best quality product to their customers and to achieve the highest level of customer satisfaction.
References
Oakland. J.S. 2003. Total Quality Management: Text with Cases. Routledge.
Rawlins, R.A. 2008. Total Quality Management (TQM). Author House.
Savola Company. 2017. About us. Retrieved online 2 April, 2017 from https://www.savola.com/en/about-us/savola/mission-vision
Sustainbility report: Savola. 2017. Retrieved online 2 April, 2017 from https://www.savola.com/docs/default-source/publications/20160522_savola-group–sustainability-report-2012-2013–english.pdf
The Six Sigma Quality Management Tool. 2017. Retrieved online 2 April, 2017 from https://www.sixsigmaonline.org/six-sigma-training-certification-information/the-six-sigma-quality-management-tool/
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