• case study
• human resources
• leadership
• operations management
• performance improvement
• service company

The scope of this thesis is application and impact of tools used in a service company connected with Operations Management. In order to improve quality and company’s performance, the Total Quality Management (TQM) tool was used.
TQM and all the concepts of quality control provides innovation not only to the company’s organization (process management, services design, strategy) but especially to human resources management improvement in terms of both, short (profits) and longtime development (quality).
Analysis is based on two years’ personal experience in a ABC company which provides services for Pharma and Medical Device industries. The process of examining began with organization’s S.W.O.T. analysis that provides important information about company strengths and weaknesses (internal environment), threats and opportunities (external environment). This approach helped to create four improvement strategies.
Subsequently, by further analysis of this company’s structure, I have performed the organizational performance improvement that could be approached on three different levels: organizational, process and employee. I have made an accurate study of each of them and what is more, I have pointed out all the errors that might occur. Successively, a strategy in terms “to be” that shows the performance improvement after application of new strategies, was presented.
Analysis of the different process in the ABC company showed problems with invoices issuing process. Due to this, I decided to execute an analysis of “Order Management” process using Operations Management tools like Flow Charts, Graphics, Diagrams and Tables. It showed clearly company’s situation in that area and helped easily to identify errors that are possible to occur. The improvement strategy was prepared for each of three mentioned previously levels, due to careful investigation of the responsibilities of each actor that takes part in the analyzed process.
An important conclusion, that can be made thanks to the profound analysis of this subject, based on the ABC company processes examination, is the importance of the well-functioning human recourses. It is of high importance to manage employees with the Leadership approach that is also one of the Total Quality Management philosophical elements. As a result it shows that in order to improve company’s performance, it is necessary to provide employee’s empowerment and commitment.