Chapter Name: Optimising Quality as a key Business Driver
Description:The chapter emphasizes the role of quality management in retail, covering aspects such as product quality, service standards, and continuous improvement processes.
Purpuse:To instill a culture of quality within retail organizations, ensuring consistent delivery of high standards to customers.
Rational:High-quality standards lead to increased customer satisfaction, loyalty, and positive brand reputation.
Chapters Topics
Evolution of quality management and the issues of measuring and validating the quality of services and products
Traces the historical development of quality management practices, addressing challenges in defining, measuring, and validating quality in both products and services across different industries.
Concepts and principles of total quality and its application within a retail environment
Introduces the concept of Total Quality Management (TQM), emphasizing continuous improvement, customer satisfaction, and employee involvement, with a focus on its implementation in retail settings.
Quality control and how this impacts on the work of supervisors and managers
Explores quality control techniques and their significance in maintaining product and service standards, highlighting the role of supervisors and managers in overseeing and enforcing quality measures.
Managing the quality of processes and inputs
Discusses strategies for ensuring the quality of inputs and processes, including supplier selection, process monitoring, and the implementation of quality assurance practices to prevent defects.
Relationship between attitudes and quality
This topic explores how employee attitudes, including commitment, motivation, and perception of quality, directly influence the quality of products and services. Positive attitudes can lead to higher quality standards, while negative attitudes may result in defects and customer dissatisfaction.