INTRODUCTION:

Beauty Mark Gold (BMG) is a pvt. Ltd company on jewellery retailing. Retailing
business on gold, diamonds, and other jewels were Established in 2010 at kondotty
in Malappuram district.
Their primary objective was to complete their presence in Malabar region .later
expand their presence all over Kerala within 10 years and also in GCC countries.
Before 2000, the era of jewellery in Kerala was that customers bought jewels
without any awareness of the product this was the motive factor behind the
establishment of Beauty Mark Gold. But Beauty Mark Gold has changed this culture
through educating customers to aware about the product.

1.1 Importance of effective operations management in achieving

organizational objectives.
For the current market development and to resist competition from competitors
BMG need some changes.
Operations management focuses on carefully managing the processes to produce
and distribute products and services. Major, overall activities often include product
creation, development, production and distribution. (These activities are also
associated with Product and Service Management.) Related activities include
managing purchases, inventory control, quality control, storage, logistics and
evaluations of processes. A great deal of focus is on efficiency and effectiveness of
processes. Therefore, operations management often includes substantial
measurement and analysis of internal processes. Ultimately, the nature of how
operations management is carried out in an organization depends very much on the
nature of the products or services in the organization, for example, on retail,
manufacturing or wholesale.
Objectives
To increase the sales by 10 percent by the end of each half of economic year,
reaching new customers and market with good services and became best in the
market.
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To expand their presence all over the Kerala with in 10 years

To improve the total quality of product by adopting new quality control process.
To enhance customer satisfaction with high commitment to offer high quality
products with fair prices and improve the service quality and quick responsiveness
To increase the total turnover
Maximum reduce the cost and provide a high service to all customers. Avoiding
unnecessary cost and increases the efficiency of the firm
To make the business as Environment sustainability, keep the environment clean
and do not do anything against the society and the environment.
Operations management plays in successful role in organizational performance can
be seen as more organizations move towards managing their operations from a
value chain perspective which means the entire series of organizational work
activities that add value at each step beginning with the processing of raw
materials and ending with the finished product.
In every business there are so many processes to reach customer. In BMG following
process are undertaking to reach the ultimate customer.
Marketing:
Marketing is the important process to reaching the ultimate customer. The BMG
objective is to increase 20 percentage sale in an economic year. Only a good
marketing team can help to achieve this objective. When the marketing folks come
up with a new concept, they need to talk to operations to find out whether it can be
produced profitably. If the answer is no operations managers are sometimes a
grumpy lot persuading them to find a solution may be easier if marketing can
speak the language of operations and understand their concerns
Human resource management:
Human resource management is another factor in process management. Company
aim is to improve the total quality of products. Quality human resource is help to
improve the process management.
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Information technology:

Current fast moving world information technology is an important in the

process management. A big part of IT within some companies is to automate operations. In
Beauty Mark Gold all the procurement process and sales process are managed with the help of
softwares. More advanced system help the process management. Theres a great temptation to
simply automate an existing process with imbedded inefficiencies. Some knowledge of
operations may help IT professionals to more effectively partner with operations management
people to truly create competitive advantage by improving processes while they automate.

Inventory management:

The inventory management process in Beauty Mark Gold will help to maintain the inventory
effectively in the ware house. This will help to avoid stock shortage of products in the reatail
outlets will resulted in the financial area also because while shortage of the products there may
be leads to customer dissatisfaction.

Operations management is very important in effective business operations since its

establishment. It deals with the design, operation, staffing, marketing, purchasing,
finance,
Administration etc. which produce and deliver the organizations products and
services in the
Market. Suppose marketing and finance, it is a functional body of business with
specific management roles.
It operates their various activities efficiently and effectively, so that BMG was able
to achieve its organizational objectives of quality, value, innovative and excellent
services. (Vidler, 2001)
(learning outcome 1.1 and 1.2 cleared)

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2.1 Importance of managing quality in organisation in achieving organisation

objective:
Quality management has become an essential part of all businesses. No matter
what type of industry you call your executive home, this topic is sure to be on the
forefront of all business processes you implement.
Quality management is the process of controlling, ensuring, and improving quality;
both in business operations and productivity. If customers are satisfied, chances are
they feel they are receiving high-quality products that are constantly improved upon
in order to keep up with the ever-changing times.
Quality management is crucial to the success of a business. It takes place
throughout an organization in several different areas. Teams are often formed for
the purpose of implementing programs. These programs cover the organization as a
whole and encompass every aspect of the business. For example, managers must
implement these processes in order to make sure their employees are performing
up to the highest of standards. In order to make this happen, various tools must be
put into place that will aid employees in completing various business tasks. These
tools will then allow them to do this to the best of their abilities.
Products and services are also important parts of quality management. No matter
what a particular organization sells, quality is a necessary part of it. Customers
expect good products and services and want to know that their hard earned money
is going toward something that will not only benefit them now, but will also last for a
long time.
Competition
Business competition increases as more businesses operate not only on a national
level, but also internationally. Companies suddenly have to deal with more players
in their marketplace, meaning these companies must utilize all of their resources
efficiently and effectively. One resource companies have traditionally taken for
granted, but are increasingly managing, is the people in the company. Beauty Mark
Gold face the competition from local market. To increase the total sale and market
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share BMG want to resist competition .its help to achieve the organizational
objective.
Organizational Culture
Introducing quality management into a company's organizational behavior involves
modifying the organizational culture inside the company. Management must engage
in activities that alter the company's culture in a way that increases the quality of a
customer's experience, leading to increased customer satisfaction and loyalty, as
well as referral business from existing customers. Management must help
employees realize the importance of changing the organization's culture quickly to
stay ahead of the competition and to keep the company viable, otherwise
employees may resist changes to the culture they view as unnecessary.

The quality culture in BMG is very important factor. Quality culture in simple terms is
incorporating quality in every system within the organization which helps the organization to not
only achieve their goals and objectives but also develop happy customers. In Beauty Mark Gold
the operation manager Mr. Firshad more focus on the total quality of the products, and quality on
services also. To control the quality BMG implemented a quality control system to make sure on
it. In order to make sure every aspect of quality is reached.

Product Performance
Quality

management programs improve a company's product. The primary

aspects of product quality management start with performance, reliability and

durability of the product. With quality management programs, manufactured
products undergo testing to verify they perform according to its stated promises or
features. This allows BMG responsiveness to change problem areas or improve
product strengths. By adding quality management aspects at the design phase of a
new products
Customer Satisfaction

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These programs can also help to ensure customer satisfaction. By including

customer surveys in the QM program, key personnel gain understanding of the
product features important to consumers. By widening the survey scope to include
noncustomers, this provides additional insight into why these people use the
services of the competitor, allowing the company to integrate these features into
their products. Feature-specific surveys can target the areas of a product or service
that need improvement or work well already. These types of programs can help a
business create products that BMG customers satisfaction .
Reduce Waste
A well-thought out quality management program can also help companies reduce
waste. Manufacturing companies, for example, that house raw material inventory
pay for its storage, management and tracking. These costs are built into the price of
the product. By implementing a supply-chain management program, Beauty Mark
Gold can reduce the raw materials it has to keep on hand, saving money and
valuable space. Such a system injects a systematic approach to keeping raw
material needs equal to production requirements, which can help to bring down
product costs overall, improving the product's profit margin.
Above mention factors are help to achieving the objectives of Beauty Mark Gold.
Existing quality management processes in organisation:
Already mention that BMG business is on jewellery retailing. Quality is important in
the jewellery business. In the past people buying jewels without any awareness
BMG change this culture aware about the product. BMG give importance quality in
service.
The service process in retailing outlets;
The customer can do Order Assignments to the show rooms ,employee give print
slip about the Order this Issue Slips include with Order Details & Delivery Date,
which is prior to Customers Delivery Date. Then the required Gold, Customer
Samples, Shop Samples, Repair Items & Stones are given to
Goldsmith. (Reference :geethanjali gold )
For customer reference, they will get the Detailed Reports regarding Pending

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Orders, Pending Samples & Stones with Goldsmith. BMG management provide a
good quality in their service.
Then the BMG ensure good quality in their products. They give importance for 916
products and maintain the market quality level on diamond platinum and other
precious stones.
Gold and other precious metals quality: ISO Standards of content of precious metal
alloys Pure Gold Au999.9 Karat gold Au 916, Au750, Au585 Platinum
Pt999.5, Pt999, Pt950, Pt900, Pt850 (reference: http://www.aesnet.com.hk/wpcontent/uploads/Tommy-Tsui_r.pdf).
BMG keep iso standard based quality.

There are lot of approaches to improve the organizational performance. European

foundation of quality management, bald ridge, six sigma cycle are the some
improvement cycle models.
Here BMG choose six sigma cycle model, to improve organizational quality
performance. Six sigma is an approach to improvement that combines breakthrough
and continuous philosophies. The six sigma is a comprehensive and flexible system
for achieving, sustaining and maximizing business success. Six sigma uniquely
driven by close understanding of customer needs, disciplined use of facts, data ,
and statistical analysis, and diligent attention to managing , improving , and
reinventing business processes.(reference: page no 444, operation and process
management ,second edition, by Nigel slack, Alan Betts, Robert Johnston.)
The six sigma approach also hold that improvement initiatives can only successful.
If significant training and resources help to improve their management. The term
Six Sigma has also been associated with process capability analysis where
product specification and tolerance are compared to the inherent variation in the
process of making the product. Six Sigma approach to process improvement focuses
on reducing the variation in the production process to the point where it will be able
to meet the specification and tolerance requirement of the product , by improving
the process using process statistical tools such as process capability analysis, cause
and effect diagram, and Statistical process control. Similarly, Six Sigma approach to
product design focuses on improving the product design to meet or exceed
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customers satisfaction by using methods such as Quality Function Deployment

(QFD), Taguchis methods of product design, and robust design.
(First appeared in International Journal of Management Vol.24 No.4 December 2007,
SIX SIGMA APPROACH TO QUALITY AND PRODUCTIVITY in united states By Jayanta
K. Bandyopadhyah and Robert Lichman)
The method is equally applicable in head office functions and operations; from
Design and Buying, through Human Resources and Finance, to Store Operations and
Distribution. As an example, we have seen it used to reduce queue length in stores
while simplifying the job for the checkout operator, and reducing the wage bill
through improved productivity. We have also used the methods to cut product lead
times from 16 to 4 weeks, while getting a reduction in cost price.
With the help of Six Sigma strategy deployed by Beauty Mark Gold, company has
been able to achieve high quality products to deliver customer & employee
satisfaction which is one of the prime strategic objective for the organization. This
strategy would help in order to enhance revenue through customer satisfaction and
increased profitability with efficient operations at their manufacturing facility. With
enhanced level of processes and systems BMG has successfully managed to reduce
the wastage of their resources in their production system. This would lead to
competitive pricing for BMG with best quality products and high profit margins. BMG
has managed to ensure quality process and trained employees who are well
motivated and have aligned their objective with organizational objective for
ensuring quality and high degree of customer satisfaction. In order to ensure quality
BMG has implemented DMAIC, Six Sigma and DFSS processes. There are three
factors on which entire quality management process of Ford are focused so as to
achieve organizational objectives and can be given as under:
Customer: All quality management processes are designed in order to achieve high
degree of customer satisfaction by identifying and delivering customer desirable
products & services.
Processes: All processes and policies in the organization have been analyzed for
better customer satisfaction and accordingly improvement in processes have been
made so that high level of quality can be achieved in organizational context.

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Employees: Employee engagement and empowerment is the main focus for

organization as this would help BMG to maintain high quality products. Before
implementation of the Six Sigma, JIT and other quality management processes
within the organization proper training has been imparted to the employees so that
they are engaged in organizational endeavors. .
Six Sigma processes implemented in BMG helps in implementing quality initiatives
successfully and attain organizational objectives. Some of the major elements of Six
Sigma implemented by BMG as under:
Critical to quality: This attribute of Six Sigma is most important for the
customers and its success ensure high level of customer satisfaction.
Defects: Defects would denote the failure of organization in delivering quality
standards which were desired by the customer.
Variation: This denotes the difference within the quality of a expected
products and quality as delivered through actual product made by the
organization
Stable operations: Stable operations would help in order to provide the
predictable processes and improvement in overall operations of the
organization
Design for Six Sigma: Design for Six Sigma has been established in order to
meet customer needs and BMG has achieved ISO certified quality with
suitable implementation of Six Sigma at retail outlets.
(Learning outcome 2.1 and 2.2 covered.)

3.1 A strategic quality change to improve organizational performance

To plan the change in the organisation we can adopt gap analysis.
Gap analysis is a tool that organizational managers can use to work out the size,
and sometimes the shape, of the strategic tasks to be undertaken in order to move
from its current state to a desired, future state.
The concept-specification gap: the gap identified between the concept and the
operations specification of a product or a service. For-example, keeping the costs

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low for the customer but use of low quality material to keep the costs low has
compromised the quality.
The quality specification-actual gap: When there is a gap between, quality specified
by the organisation and the actual outcome of the operations. For-example: the
specified standard was that the wall will be built using concrete blocks and mortar,
but due to certain reason it was built using brick and mortar. In another case, it was
specified that the wall will be at 90 degree straight but due to human error, it is not
a straight wall but a slightly tilt.
The actual quality- communicated image gap: The gap between, the image
marketed, or communicated to the customer and the actual quality of the product
or service. For-example it was advertised that the workers at Gill Construction are
highly skilled and trained, and latest technology is used however that is now the
case.
Improving 30% stock level of product availability in stores by the end of 2015
To improve the quality of service
To increase the total turnover
Maximum reduce the cost and provide a high service to all customers.
Avoiding unnecessary cost and increases the efficiency of the firm
To make the business as Environment sustainability, keep the environment
clean and do not do anything against the society and the environment.
Above mentioned factors considering BMG can see a gap between company
objective and its quality.
3.2 Resources, tools and systems to support business processes in a
strategic quality change
For a strategic quality change program need developed by Beauty Mark Gold
business processes would be having below mentioned key resource implications as
given under:

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 Human resource: Human resource in BMG is treated as the most vital element
and human resource has capability to bring quality change within organization
by following set processes in given time frame. Employees are considered as the
main elements for their quality change initiatives and BMG ensure that
employees are provided with required resources in order to work efficiently.
Financial resource: Financial resources is more important in order to ensure
success of the quality management program for the organization. Quality
management strategies and processes have been developed in Beauty Mark
Gold basis on the available financial resources with the organization.
Technology - In today's modern age, technology sector is growing rapidly, and
everyday new machinery is invented for human comfort. If Gill Constructions,
wants to improve their work build quality and speed up the construction process
they need to utilize the new technology. In current process, mortar was prepared
using the large mixer. This mixer was operated using the belt connected to the
truck shaft, which was used to transport the mixer. This was adding an extra fuel
cost. They had to use the same mixer for smaller projects.
Tools and techniques: Several vital tools and techniques have been deployed by
Ford for ensuring quality change program in the organization and for evaluation
of the success of this initiative. Effective monitoring and evaluation elements are
deployed in BMG and model of continuous development helps BMG to implement
quality change initiatives in the organization.
Systems: BMG use several systems for continuous monitoring of quality aspect
in the organization and continuous monitoring and feedback for the processes is
implemented in the BEAUTY MARK GOLD

3.3 Wider implications of planned strategic quality change in an

organisation
There are several implications of the strategy from both internal and external
environment of the beauty mark gold.

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Financial performance: We could analyse the improvements in performance of an

organization by simply looking at its financial stability and performance. Financial
performance is a good indicator of the organizational performance. If the
organizations are unstable in their financial aspects, they could not enhance their
efficiency of business. For implementing a quality change and for achieving
successful implementation, an organization should have a thorough financial status
and stability.
Customer satisfaction: Through enhanced customer service, Ford could easily
achieve increased levels of customer satisfaction. This could be achieved through
improved customer services, which helped Ford to understand the actual needs,
demands and expectations of its customers, which is crucial for the development of
the organization. (Gitlow, Oppenheim, Oppenheim, & Levine, 2007). Satisfaction of
the employees; only satisfied employees could deliver their maximum services to
the customers for developing customer satisfaction. Therefore, the employee
satisfaction could be reflected on the results and outcomes of the organization. For
achieving this, the organization should find out the causes of failure
Improved business performance
The quality will improve the overall business performance is will become improve. It
will help to get new customers. The customer satisfaction help to improve the
business and it is lead to increase the turn over.
Corporate image
The quality change give a new face in the business. Jewellery business is open for
all. Anyone can become a threat for BMG in future. So increased quality in the
jewellery business will give a good corporate image for beauty mark gold.

3.4 Systems to monitor the implementation of a strategic quality change

in an organisation
Total quality management can be summarized as a management system for a
customer-focused organization that involves all employees in continual
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improvement. It uses strategy, data, and effective communications to integrate the

quality discipline into the culture and activities of the organization.
Customer-focused.
The customer ultimately determines the level of quality. No matter what an
organization does to foster quality improvementtraining employees, integrating
quality into the design process, upgrading computers or software, or buying new
measuring toolsthe customer determines whether the efforts were worthwhile.

Total employee involvement.

All employees participate in working toward common goals. Total employee
commitment can only be obtained after fear has been driven from the workplace,
when empowerment has occurred, and management has provided the proper
environment. High-performance work systems integrate continuous improvement
efforts with normal business operations. Self-managed work teams are one form of
empowerment.

Process-centered.
A fundamental part of TQM is a focus on process thinking. A process is a series of
steps that take inputs from suppliers (internal or external) and transforms them into
outputs that are delivered to customers (again, either internal or external). The
steps required to carry out the process are defined, and performance measures are
continuously monitored in order to detect unexpected variation.

Integrated system.
Although an organization may consist of many different functional specialties often
organized into vertically structured departments, it is the horizontal processes
interconnecting these functions that are the focus of TQM.

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Micro-processes add up to larger processes, and all processes aggregate into the
business processes required for defining and implementing strategy. Everyone must
understand the vision, mission, and guiding principles as well as the quality policies,
objectives, and critical processes of the organization. Business performance must be
monitored and communicated continuously.
An integrated business system may be modeled after the Baldrige National Quality
Program criteria and/or incorporate the ISO 9000 standards. Every organization has
a unique work culture, and it is virtually impossible to achieve excellence in its
products and services unless a good quality culture has been fostered. Thus, an
integrated system connects business improvement elements in an attempt to
continually improve and exceed the expectations of customers, employees, and
other stakeholders.
Strategic and systematic approach.
A critical part of the management of quality is the strategic and systematic
approach to achieving an organizations vision, mission, and goals. This process,
called strategic planning or strategic management, includes the formulation of a
strategic plan that integrates quality as a core component.

Continual improvement.
A major thrust of TQM is continual process improvement. Continual improvement
drives an organization to be both analytical and creative in finding ways to become
more competitive and more effective at meeting stakeholder expectations.

Fact-based decision making.

In order to know how well an organization is performing, data on performance
measures are necessary. TQM requires that an organization continually collect and

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analyze data in order to improve decision making accuracy, achieve consensus, and
allow prediction based on past history.

Communications.
During times of organizational change, as well as part of day-to-day operation,
effective communications plays a large part in maintaining morale and in motivating
employees at all levels. Communications involve strategies, method, and timeliness.
These elements are considered so essential to TQM that many organizations define
them, in some format, as a set of core values and principles on which the
organization is to operate.

4.1 Steps to monitor the strategic

quality change in BMG

1. Clarify Vision, Mission and Values

Employees need to know how what they do is tied to organizational strategy and
objectives which makes it important that all employees understand where
the organization is headed (its vision), what it hopes to accomplish (mission) and
the operational principles (values) that will steer its priorities and decision making.
Having a process to educate employees during new employee orientation and a
communication process to help ensure that the mission, vision and values is always
in front of the people is a major first step.

2. Identify Critical Success Factors (CSF)

Critical success factors help an organization focus on those things that help it meet
objectives and move a little closer to achieving its mission. These performance
based measures provide a gauge for determining how well the organization is
meeting objectives.
3. Develop Measures and Metrics to Track CSF Data
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Once critical success factors are identified, there needs to be measurements put in
place to monitor and track progress. This can be done through a reporting process
that is used to collect specified data and share information with senior leaders.

For

example, if a goal is to increase customer satisfaction survey scores, there should

be a goal and a measure to demonstrate achievement of the goal.
4. Identify Key Customer Group
Every organization has customers and understanding who the key customer groups
are is important so that products and services can be developed based on customer
requirements. The mistake a lot of organizations make is not acknowledging
employees as a key customer group. the key customer group are employees,
customers, suppliers.
5. Solicit Customer Feedback
The only way for an organization to know how well they are meeting customer
requirements is by simply asking the question. There should be a structured
process to solicit feedback from each customer group in an effort to identify what is
important to them. Organizations often make the mistake of thinking they know
what is important to customers and ask the wrong survey questions. This this type
of feedback is obtained through customer focus groups.
6. Survey Each Customer Group
Each customer group should have a survey customized to their particular
requirements and they should be surveyed to establish baseline data on the
customers perception of current practice. This provides a starting point for
improvements and demonstrates progress as improvement plans are implemented.
7. Develop Improvement Plan
Once the baseline is established you should develop an improvement plan based on
customer feedback from each group. Improvement plans should be written
in SMART goals format with assignments to specific staff for follow through.
Resource planning: use available internal resources effectively to achieve its
objectives of increase quality, minimize the customer queue during checkout. For
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example; introduce the new self-checkout machine and increases the service tills.
And hired the new designer who is excellent in develops latest design and styles.
The well-organized planning of resources gives success to implement quality
change
Staff Training/Development: organize different level of staff training that
enhance their skills and knowledge. Once empowered the staff, they are able to
speed up their customer check out service as well as effectively participated in
maintain the stock level of the store. The training gives broad ideas about supply
chain system, thus they are more committed to deliver best services to implement
strategic quality change
Performance Management: Setting expectations, creating job descriptions that
support the vision and holding staff accountable.

4.2 A quality culture in an organisation to ensure continuous monitoring

and development.
Bering at al (2010) state that quality culture is an organizational culture which
contributes the development of effective and efficient care for quality. (Harvey
2013-14)
There are different kinds of culture such as; responsive quality culture, reactive
quality culture, regenerative quality culture, reproductive quality culture.
A quality culture starts with top management. Need to be a top management
leadership to drive this culture of quality across the organisation. For this to happen,
business leaders and managers may have the commitment in setting up quality
control programmes, strategic planning for quality and provide resources for quality.
The following factors embed a quality culture in an organisation to ensure
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continuous monitoring and development.

Employee empowerment:
BMG Management cannot on its own make quality a driving force of the
organisation. Employees are those who are involved in processing and marketing
the BMG product. As such, employees should be empowered to make timely,
accurate and valuable decision with regards to improving the quality of the
company's product or service. Moreover, in some cases, empowerment may also in
circumstances where the employee has to delegate some powers and authority to
his/her colleagues with the sole aim of improving quality of service. However,
effective empowerment involves appropriate training given to employees,
management monitoring of the decision and review and feedback given to
management.

Customer focus:
The impetus for quality improvement begins with the customer. Customers are
drawn to products and services of a particular organisation because they feel their
needs and expectations are met or exceeded by these products and services. The
bottom line for the customer has always been whether he or she obtains the
products and services desired. For this reason, a focus on customer needs and
expectations is recognized as the key to quality improvement by Deming, Juran,
Crosby, and other pioneers of TQM. Therefore, customer driven values would be
firstly to adopt a user based quality approach whereby the quality is based on what
the customer wants since he/she has always reason. Furthermore, there should be a
change in management/employee attitudes as well; the door should always be left
open for maintenance and advice.
Partnership with suppliers:

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Suppliers are probably among the most important stakeholders for businesses in
quest for a sustainable quality culture. This is because, the essence of quality starts
with the inputs of production which normally constitute of a greater proportion of
raw materials and components. The values that the organisation needs to holds visa-vis its suppliers are not as stakeholder but as partner for the longer term. Clear
emphasis should be laid on the quality of raw materials. The organisation could
make an agreement by having quality control officers at the warehouse of the
supplier. In addition, quality is also about the delivery of inputs which requires the
principle of "just-in-time" where raw materials and components arrives at the
factory as and when needed therefore reducing the cost of storage but also keep
the materials at the standard required for production.
Communication:
In order to have a dominant quality culture prevailing in the organisation, open,
honest communication is vital. Dishonest communication is the kind of
communication that leads to misunderstandings which frequently create problems
on the job. In an environment where open communication is a stated value, such
dishonesty in how people interact with each other makes little sense and therefore
quality is reached in terms of conversations, discussion and sharing of ideas.
Another essential element of a quality culture is empathy which is to do with
proactively seeing the world from the perspective of others-other members of the
company, customers, suppliers, and the community. It is having a sense and
appreciation of their problems, their abilities, and their behaviors. Finally, in
connection with empathy, members of the organisation need to have active
listening skills by suspending judgments.

Implement modern quality check machine :

Identify the most modern machine available in the market. Purchase the machine
with in two month. Need financial resource and human resource for the
implementation. Providing training for the employees. Provide free checking facility
to the customers.

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Improve the consistency in quality of product and services, deliver to customers.

Thus, it empowers the staffs, develop excellent communication channels and build
up good relationships with customers. In addition, BEAUTY MARK GOLD organized a
series of workshops for managers, union representatives, suppliers, supervisors and
staffs for creating a quality environment based on participation and empowerment
(Thetimes100, 2013)
4.3 Monitor the implementation of a strategic quality change in an
organisation

After the implementation of proper measurement should be done for further

progress. The suggested measurements are the following.
Must be recorded and monitored; analysis of financial records will give a clear

view about the progress or impact of the change.

Goals-based evaluation like set goals every quarterly production and check

whether the desired results have been achieved or not.

Beauty Mark Gold should be flexible for necessary needs and demands of the

stakeholders, provided those needs should meet the organizational culture.

Management should aware about how quality affected to the BMG.
The monitoring process is give picture to identify the success and failure and
implementation of strategic quality change.

Resurvey:
After a period of time (12-18 months), resurvey key customers to see if scores
have improved. Customer needs and expectations change over time so being intune to changing needs and expectations is critical to long-term success.
Feedback:
BMG Take feedback from the customers to ensure the delivered product are high in
quality and addressed the customers expects and demand. The positive feedback
means the successful implementation quality change. The negative feedback
means what improve need in the quality change.
5.1Outcomes of a strategic quality change in an organisation

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Quality is an important is important facts for an every organisation. BMG provide

quality on service.
It will help to increase the total turnover of the company. Give current market price
for existing products from the customers. It Leeds to increase in BMG customer.

Strategy perspective
Financial perspective

Key performance indicator

Increase sale by 10% for next
economic year.

Customer perspective

Give more importance to

customer satisfaction.
Give reasonable price for second

handed products.
Provide quality on services to
customer

Internal perspective

Future perspective

Provide iso certified bis hallmark

gold products for customers.

Iso certified products on diamond

and other jewels

BMG have already plan to start a
jewel designing field. It will start

shortly.
Improve technology in quality

checking.
Beauty Mark Gold can overcome

the competition.
BMG can expand their business all
over the world

The continuous improvement in the quality service to attract customers to buy more
products. It also help to increase the sale as well as market share of BMG
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5.2 Areas for improvement to a strategic quality change that align with

organizational objectives.
The implementation strategic quality not enough for organisation. Other factors are
also need updates in technology, training of staff.

Technology update:
The technological update is main fact in the quality management in jewelry
business. Quality checking machine is the example of technological updating.

Training of staff:
Training is another way to maintain the quality in business. Provide training
program for newly appointed staff in the beauty mark gold. Also give regular
training programs to existing staffs to improve the skills and knowledge in service
quality.

Finally, it is recommended that BMG should develop a system that will define the
quality standard of product. BMG plans their product quality is in the Plan a
standard, which is not cleared for the customer. So, it is better to implement
international standards of quality measurement for products and services to
reassure the quality and trusted by customers.

REFERENCE:
operation and process management 2nd edition, principles and practice for strategic
impact, Nigel Slack, Stuart Chamber, Robert jhonston, Alan betts.
http://customerthink.com/
http://smallbusiness.chron.com/organizational-behavior-importance-qualitymanagement.
http://www.aesnet.com.hk/wp-content/uploads/Tommy-Tsui_r.pdf ).
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Operation and process management, second edition, by Nigel slack, Alan Betts,
Robert Johnston.)
THE EFQM EXCELLENCE MODEL. [Online]. [10 May 2015]. Available from: http://www.efqm.org/theefqm-excellence-model
Riley, J. 2012. Quality-Quality Circle and Kaizen. [Online]. [10 May 2015]. Available from:
http://www.tutor2u.net/production/quality_circles_kaizen.htm

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