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Improve service operations in public service institution a 'X' Company - Essay Example

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This is a report to the directors of the X Company. The company is a public service company engaged in supplying food to public schools in the UK. The newly started company had a lot of teething troubles as to its procurement and distribution systems. The company went into deficit immediately after it started operations…
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Improve service operations in public service institution a X Company
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Download file to see previous pages Focus was also given on quality management and important areas under this were discussed. Certain tools for quality management were also analysed. This was concluded by stressing the importance of quality in the highly competitive business environment existing toady.
Introduction: Quality is something every consumer is conscious about. But it cannot be said about manufacturers or service producers. But in a highly competitive environment, maintaining quality has become the buzzword and is now something that cannot be ignored. "The birth of total quality in the United States came as a direct response to the quality revolution in Japan following World War II. (Basic Concepts).
The concept of quality in a public service organisation still has not caught up in the same level as found in privately owned ones, though this trend is changing. "Only recently has the quest for quality come to the fore in public enterprises." (Delaunay p.199).
As you all know that this is a newly formed company engaged in supplying food to the children public school and have been directed to increase efficiency and decrease costs of the meal provided. This report is an analyses of the problems in quality management faced by the company and the present situation after the implementation of the suggestions provided for improvement Quality can be improved in three major categories namely quality measurement, quality diagnosis and quality improvement. It was in these areas that focus was given to improve the quality of the service provided by the company.
The company has two main divisions, namely the food procurement division and the transport division for delivering food to the schools. The company is supplying food to five schools with a total strength of 2500 children. It also has supporting departments like accounting, payroll and maintenance. The transportation department is also made use of by the procurement department to purchase food items for the purpose of distribution to schools. There are about 5 trucks and 10 smaller delivery vans owned by the company. The maintenance department was created to cut down costs of repairs and maintenance by giving the vehicles to private workshops.
Description of the current situation: The company works under budget constraints and increasing costs in inputs without increasing budget allocation had forced us to take up quality management programs. Moreover the company's procurement policies are not cost effective. Purchases like groceries, vegetables and meat are purchased as and when required from wholesalers and sometimes retailers without trying to identify the good quality merchandise at the cheapest price available. The main problem is that even though the exact quantity to be supplied each month was known, no steps were being taken to buy them in bulk thereby saving in prices. Also no attempts were being made to purchase fresh produce like meat and vegetables from farmers and other producers themselves an arbitrary purchasing policy has caused transportation costs to raise because of the higher number of trips made by the company vehicles. Even though there is a purchase manger and department no directives have been received by the company for an agreement with wholesalers to supply the required items on a contract basis. No clear cut policy, as to how purchases are to be made did not exist then. Both the above factors were the main reason why ...Download file to see next pagesRead More
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