Quality is one of the most important aspects of every company’s performance. It is impossible to imagine company’s further growth without quality enhancement. In particular, every stage of company’s development requires different approaches towards quality management. The main requirement for high quality and continuous success of company’s products and services is strategic quality management. In fact, the most successful and outstanding companies believe that it is impossible to gain success applying strategic quality management without changing company’s approach towards every aspect of its performance. Systems management represents another significant element in connecting all parts of company’s performance. In combination with strategic quality management, systems management represents a valuable element in building an informative environment using all available resources. Given paper reviews the most important aspects of strategic quality management and systems management of the Dubai World Trade Center. In particular, the paper will analyze the role of operations management and quality management, plan and suggest implementation of a strategic quality change, and evaluate the outcomes of the strategic quality change.
The Role of Operations Management in Organization
Operations management is a significant part of regulating company’s performance. The primary roles of operations management are planning, design and monitoring of the production process. It also aims to redesign business processes to produce goods and services that will meet consumers’ requirements. Operations management has different functions based on organization’s sphere of activity (Luko 2013). In case of Dubai World Trade Center, there is a need for providing customers with high quality services. The company operates in the field of event management, which means that customer’s requirements and needs play a primary role in shaping company’s operations management and processes. Effective operations management helps ensure that customers receive services of the highest quality and are willing to continue business relations with the company. In addition, effective operations management contributes to the improvement of company’s service delivery system (Parry, De Bock & White 2015). Therefore, wise allocation of resources and personnel involvement might enable the company to enhance overall efficiency of processes and deliver high quality services. In fact, operations management helps design an effective manufacturing system aimed at meeting consumer’s needs and demands.
The most appropriate example of effective operations management is the Dubai World Trade Center. The company is well-known for its ability to offer customers multiple decisions to complex tasks. In particular, the company successfully distinguished several functions of its performance, which allowed to separate company’s services to venue management, exhibition and event management, event services, hospitability, real estate and facilities management. The key of company’s success lies in regular improvement of customer’s comfort and satisfaction. As a result, company’s continuous aspiration to high quality helped expand the range of services. It is necessary to emphasize that the business wisdom of Dubai World Trade Center comes from 34 years of experience hence the company practices wise time management and allocation of resources. However, regardless of the experience, the company continues reviewing every business process aiming to improve them according to the rising needs of the target audience. The main goal of the company is to ensure that clients will come back for another service from the myriad of company’s offerings. In general, the company successfully executes the strategic plan, which its CEO has adopted many years ago.
The Importance of Managing Quality in an Organization
First, it is necessary to understand the meaning of the quality management system, which underpins the performance of every successful company. A quality management system is a set of processes aimed at reviewing company’s every operation as well as products and services delivered to customers (‘Delivering quality globally (logistics provider DHL Supply Chain’s Path to Quality management program)’ 2012). Therefore, company’s quality management works towards continuous improvement of the quality. W. Edwards Deming, Robert Kaplan, Kaoru Ishikawa and Bill Smith are among the most outstanding quality gurus, who have contributed to the development of quality management (Kuei & Lu 2013). Edwards Deming provides insights about the development of basic principles of quality management, which initiated the evolution of management in general. Edwards Deming introduced fourteen points of management, namely, the Deming cycle, and the system of profound knowledge (Goldman 2012). Robert Kaplan, another contributor, has created a Balanced Scorecard, which continues to help companies link their current performance to long-term goals. Kaoru Ishikawa also contributed to the history of quality management by adding Ishikawa Diagram, quality circles and seven basic quality tools. Bill Smith, in his turn, has presented Six Sigma, which is still widely used to improve the quality of company’s performance (Goldman, 2012). Every quality guru contributed to the evolution of management and added new elements to the understanding of quality. They also proved the importance of quality management within an organization. Benchmarking and self-assessment of company’s performance are another important elements of a highly developed company. In addition, a number of existing quality models helps achieve success in the most suitable way. As a result, the company may adhere to the principles of quality based on the business location. These models include Japanese, European, Baldridge criteria, European Foundation of Quality Management, and Six Sigma whereby each of them has its specific requirements.
Dubai World Trade Center offers a range of services to the customers. It means that the company follows a complex system of quality management, which is capable of meeting customer’s needs and promoting company’s development simultaneously. Company’s main principle is preventing quality breakdowns, which ensures that company’s reputation remains reliable and stable. Company’s corporate culture lies in continuous improvement of its services and employee engagement in the quality regulation process. In addition, every change occurring within the company has a vast influence on every process. However, it is difficult to find the traces of Business Re-engineering Process (BPR) in company’s performance, which implies a gap in the improvement process.
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Planning a Strategic Quality Change in an Organization
First, it is necessary to set new goals for the strategic quality change plan. Since analyzed company is Dubai World Trade Center, it is necessary to optimize its existing processes and services. Regardless many awards achieved on local and global levels, it is necessary to improve company’s overall aspiration to excellence (Sonenshein & Dholakia 2012). Even the slightest improvement requires a complex plan, which can develop change strategies and define the degree of change. In addition, continuous improvement is the core of company’s development.
The first step of the plan is creating an effective communication strategy, which can enhance the exchange of ideas among employees. Active involvement of personnel in the development of the improvement plan can increase engagement initiatives and help employees feel valued (Frank 2015). The focus of change should be continuous improvement, which will take the company to another level. For example, the company may introduce the new strategy aimed at improving company’s performance within the month. By the end of the month, every employee should report the changes in personal performance and colleagues’ improvements. Therefore, communication, company’s transformation and personnel engagement can work as a single system (Guaspari, 2015). Gap analysis can help the company find the areas for improvement in order to enhance company’s productivity. In case of Dubai World Trade Center, communication is the gap between company’s current position and its goal.
A part of change also lies in technological nourishment of company’s performance and its resources. Total Quality Management is necessary for company’s transformation as it aims at regulating every process and monitoring the outcomes in order to see where strategic quality change is applicable. For example, focus groups can help identify the core of the problem. Everything the company needs for a change includes employees, informational technologies used within a company including personal gadgets of employees, and quality circles regulating the implementation of plan. In combination with available resources including machinery, human resources, quality circles and continuous monitoring, it is possible to enhance company’s performance (Hsia & Tseng 2015). As a result, the company will have improved reputation in the eyes of partners and customers, clear corporate image among employees, and abilities to stand up to the competitors.
Implementing a Strategic Quality Change in an Organization
Implementation of the proposed plan entails transformation of company’s approach towards communication. Along with available resources and monitoring aspects, Intranet system is the key to achieving company’s goals (Suárez-Barraza & Ablanedo-Rosas 2014). For example, the company needs to re-engineer existing communication system hence it has to find the most suitable and up-to-date gadgets, which is the easiest task in the era of digital development. Dubai World Trade Center can create a system of communication with the help of tablets or cellphones, which comprise the main technological equipment of every employee. It is possible to create an application, which will combine every element of company’s performance in a single system. Upcoming events, corporate news, latest changes in the market and other valuable information can help employees stay informed about company’s industry performance. In addition, the application can have a chat tool with several rooms, which can be united in a single one with the permission of company’s owner whenever necessary. Therefore, the company will be continuously moving towards success regardless of employees’ location. In addition, it is a great technological feature to measure success achievement.
Regarding the quality culture of the company, it is necessary to prepare employees for the transition to new technologies. This doesn’t require additional training but an understanding that the new application will become a highly beneficial element. The employees should understand the importance of the innovation in order to use it appropriately. In addition, it is necessary to strengthen the commitment of both senior management and employees willing to try new technologies. Therefore, the company should introduce new approach not only to communication, but to its continuous improvement. The new application will help employees see the gaps in their daily activities and fix them as soon as they occur. The quality circles should monitor employees’ communication, changes in their relations and the impact of innovation on company’s processes. Given the company’s mission is to satisfy the needs and demands of the customers, quality circles should also monitor customers’ feedback and satisfaction to ensure that company’s approach towards improvement is appropriate.
Evaluation of the Outcomes of the Strategic Quality Change in an Organization
Recommended quality change is the primary key towards the improvement of company’s reputation and image, which is the most expected outcome and the actual target of change. Communication lies at the core of every successful decision. Therefore, employees will improve their relations enhancing trust and reliability, which will strengthen company’s reputation in the eyes of suppliers and partners. As long as the company offers multiple services, its reputation is fragile because a mistake of one service department may hinder the performance of employees responsible for other company’s services. Recommended communication strategy will ensure that every process is completed in a timely manner. Therefore, the company will be able to prevent the same mistakes. Moreover, the recommended strategy will show the most vulnerable aspects of company’s strategic plan. In general, implemented technological innovation should become a performance breakthrough because of innovative approach to communication. Although the idea is not new, it may have incredible influence on company’s development towards success and competitiveness. As a result, the company will be able to reduce employee turnover due to the creation of a single business system, which will support the relations of all employees.
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Nevertheless, it is necessary to recommend the most optimal solution for the implementation of technological change. First, the company should focus on customer’s feedback, which is the most reliable indicator of successful implementation of any business change. In addition, every employee should have a specific role with multiple responsibilities, which will enhance internal quality. As long as the main focus of a change lies on continuous monitoring and systematic improvement of problematic areas, it is essential to pay attention to business performance indicators, which also define the effectiveness of change. In general, empowering employees and performance measuring are the natural catalysts of the successful change implementation, which also enable the company to understand the course of its success development.
In conclusion, it is necessary to admit that systems management and strategic quality management are among the most important elements of company’s development. A detailed analysis of the performance of Dubai World Trade Center helped understand the essence of both concepts and realize the importance of paying attention to every process and its quality. It is impossible to guide a company towards success without systems management and strategic quality management. Nevertheless, the discussion has proved that in terms of extremely high competition, every company should aspire to enhance the quality of its operations, which will allow regulating the pace of achievements. In addition, continuous changes in external and internal environments of the company require high flexibility and outstanding adaptability. Active application of these skills will allow achieving strategic goals according to company’s current position. In general, proposed plan and expected outcomes should improve company’s position and its competitiveness both on a global and local levels. Detailed analysis has demonstrated that every organization is capable of achieving the most ambitious strategic goals if it will take appropriate business actions.