5. The mix of managing operations concepts
In previous chapters we consider two different companies: One from bank industry and another one from IT – industry. Despite the fact that they are absolutely different they have the same mix of managing operations concepts: Total Quality Management and Process Management, mainly because both of them are introduce service operations. It is fact that every organization has processes that must be designed and managed effectively and more over have high quality of performance. Quality is an attitude or the meaning of excellence. Sberbank places prime importance on achieving a maximum customer focus and becoming a service-orientated company. As was mention in chapter 3 Total quality management is a system for a customer focused company that involves all employee in continual improvement of all aspects of the organization. Computacenter concerns about satisfaction of the each customer. Senior Management monitors training requirements that required standards are maintained. Computacenter remains committed to involving all employees in significant business issues.
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[4]BROWN S. 2005. Strategic operations management. 2nd edn. Oxford: Elsevier Butterworth-Heinemann Linacre House
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[8]http://en.wikipedia.org/wiki/Computacenter
[9]http://www.computacenter.com/who_we_are/
[10] Annual Report Computacenter.2009. p. 2
[11] Annual Report Computacenter.2009. p. 2
[12] http://www.computacenter.com/who_we_are/quality/
[13] http://www.computacenter.com/who_we_are/quality/
[14]KRAJEWSKI, LEE J. RITZMAN LARRY, P. 2002. Operations management: strategy and analysis. 6th edn. Prentice Hall. p.267