The new meaning of Quality - Essay Example

If we see the size of operations at Sainsbury's meting these attributes consistently is a big challenge . Over the years the business and organizational environment has increasingly become more and more complex. There has been an explosion in choices, options, opportunities and threats, requirements, data and information through IT systems. Organizations have understood the hidden cost of quality, errors, inventories associated with inefficient supply chain. These factors have led to the emergence of a new discipline of supply chain management.

A supply chain is essentially managing the journey of inputs to the outputs along with all the associated activities having impact on cost, speed and quality of the output through the journey. Ganeshan & Harrison in their paper explains how traditionally there has been organizations within organizations, silos of functions / departments, each one having their own characteristic goals, many a time at conflict with the organizational goal, resulting in an inefficient supply chain marked by interface problems.

The result of these factors is that there is not a single, integrated plan for the organization. Supply chain addresses these issues effectively. Coordination between the various players in the chain is key in its effective management. Cooper and Ellram [1993] compare supply chain management to a well-balanced and well-practiced relay team. Quality begins and ends with customersFor any Quality Management System, customer requirement is the input and customer satisfaction is the desired output.

The entire quality movement is based on simple but elegant Deming's PDCA cycle. First step in the quality journey is capturing customer requirement followed by design / modification of functions/systems for deployment and continuous improvement of the same through repetitive cycles of feedbacks. The customer experience is captured at Sainsbury's through well-placed mechanisms. Customer Insights group carries out the work of obtaining the true customer requirement by interacting with more than 4000 customers every month which includes obtaining the performance of competitors also in the area of customer satisfaction.

Besides the regular channels of obtaining customer perception there is another mechanism to find out customer requirement, which involves trained auditors capturing the customer experiences in the store itself. The practice of interviewing customers in their homes is yet another valuable source of customer expectation determination. The information captured through these mechanisms form the inputs for the Quality Management systems and other operational instruments for delivering the quality products and services to the customers.

Supply Chain Transformation at Sainsbury's for improving delivery of quality Sainsbury's had witnessed more than 100 years of successful operations and established itself as market