Question

During Week 15, we are covering Operations in both the Service and Manufacturing industries. Service and manufacturing operations have differences, but also similarities. For example, both create mission statements and a vision for how the organization will be run and perceived by customers. Each provider or manufacturer wants to lead the market in its specific industry.

To Do: Study the quality management standards of an organization in which you are comfortable researching. What makes them stand out from the competition? Please be sure to reference at least 2 articles/journals/publications to support your writing.

Answer 1

The quality management of the organization “AMAZON” is quite innovative and structured in its functionalities to conduct work effectively and boost the work standard. From the service delivery to the manufacturing process, all levels are correctly analyzed and shaped in a most strategic approach. The organization has initiated a keen monitoring process to maintain the estimation of the workflow and maintain a strategic analysis to sell the products. The market analyses are the major source of improvement, the decision-making process is stabilized in the organization. The quality influences the customers, the feedback are required to be utilized to make the changes in the organizational production process and finally meets the expectation of the customers.

The service delivery of the clients is maintained in the organization and the clients or the customers are highly supported with the on-time delivery and it fulfills the customer’s query after the selling of the product. The service run time in the AMAZON is 24/7 and it deals with the seamless supply chain process. The distributor associated with it works very perfectly to avoid any quality issues and keep a consistent relationship with the organization. The best supply influences the organization to promote the marketing methods in the global market, the products get manufactured and handover to the market with the major quality checking process. The potential buyers attracted to it and the organization engaged with them to make aware of the new products that increase the sales of the organization. Entirely quality and services both are the important aspects of leading a business which the AMAZON has maintained for a long run.   

The competition comes at the time of launching or leading a new product in the market, the AMAZON has planned with an innovative strategy to make their customers happy and has kept a long-term bonding with them. Their customers speak to the competitors, the AMAZON is the master players because from quality to service there remains a 0% lag so that a competitor can point out. The service delivery and quality of products have got a tremendous response from the customers with a 5star rating which itself are the speaker to the competitors as there are a few who maintains as like AMAZON does for its customers. This is the reason they stand out from the competition, as they never required any approach to deal with it, their high work structure maintenance is their self-competition which they have successfully owned so far.   

References:

1. Management and quality control by Evans and Lindsay, 2002

2. Quality management on AMAZON by Ipeirotis and Wang, 2010