INTRODUCTION:Beauty Mark Gold (BMG) is a pvt. Ltd company on jewellery retailing. Retailing business on gold, diamonds, and other jewels were Established in 2010 at kondotty in Malappuram district. Their primary objective was to complete their presence in Malabar region .later expand their presence all over Kerala within 10 years and also in GCC countries. Before 2000, the era of jewellery in Kerala was that customers bought jewels without any awareness of the product this was the motive factor behind the establishment of Beauty Mark Gold. But Beauty Mark Gold has changed this culture through educating customers to aware about the product.1.1 Importance of effective operations management in achieving organizational objectives.For the current market development and to resist competition from competitors BMG need some changes.Operations management focuses on carefully managing the processes to produce and distribute products and services. Major, overall activities often include product creation, development, production and distribution. (These activities are also associated withProduct and Service Management.) Related activities include managing purchases, inventory control, quality control, storage, logistics and evaluations of processes. A great deal of focus is on efficiency and effectiveness of processes. Therefore, operations management often includes substantial measurement and analysis of internal processes. Ultimately, the nature of how operations management is carried out in an organization depends very much on the nature of the products or services in the organization, for example, on retail, manufacturing or wholesale. ObjectivesTo increase the sales by 10 percent by the end of each half of economic year, reaching new customers and market with good services and became best in the market.To expand their presence all over the Kerala with in 10 years To improve the total quality of product by adopting new quality control process.To enhance customer satisfaction with high commitment to offer high quality products with fair prices and improve the service quality and quick responsivenessTo increase the total turnover Maximum reduce the cost and provide a high service to all customers. Avoiding unnecessary cost and increases the efficiency of the firmTo make the business as Environment sustainability, keep the environment clean and do not do anything against the society and the environment.Operations management plays in successful role in organizational performance can be seen asmore organizations move towardsmanagingtheir operations from a value chainperspective which means the entire series of organizational work activities that add value at each step beginning with the processing ofraw materialsand ending with the finished product.In every business there are so many processes to reach customer. In BMG following process are undertaking to reach the ultimate customer.Marketing:Marketing is the important process to reaching the ultimate customer. The BMG objective is to increase 20 percentage sale in an economic year. Only a good marketing team can help to achieve this objective. When the marketing folks come up with a new concept, they need to talk to operations to find out whether it can be produced profitably. If the answer is no operations managers are sometimes a grumpy lot persuading them to find a solution may be easier if marketing can speak the language of operations and understand their concerns Human resource management:Human resource management is another factor in process management. Company aim is to improve the total quality of products. Quality human resource is help to improve the process management.Information technology:Current fast moving world information technology is an important in the process management. A big part of IT within some companies is to automate operations. In Beauty Mark Gold all the procurement process and sales process are managed with the help of softwares. More advanced system help the process management. Theres a great temptation to simply automate an existing process with imbedded inefficiencies. Some knowledge of operations may help IT professionals to more effectively partner with operations management people to truly create competitive advantage by improving processes while they automate.

Inventory management: The inventory management process in Beauty Mark Gold will help to maintain the inventory effectively in the ware house. This will help to avoid stock shortage of products in the reatail outlets will resulted in the financial area also because while shortage of the products there may be leads to customer dissatisfaction.

Operations management is very important in effective business operations since its establishment. It deals with the design, operation, staffing, marketing, purchasing, finance,Administration etc. which produce and deliver the organizations products and services in theMarket. Suppose marketing and finance, it is a functional body of business with specific management roles.It operates their various activities efficiently and effectively, so that BMG was able to achieve its organizational objectives of quality, value, innovative and excellent services. (Vidler, 2001)(learning outcome 1.1 and 1.2 cleared)2.1 Importance of managing quality in organisation in achieving organisation objective:Quality management has become an essential part of all businesses. No matter what type of industry you call your executive home, this topic is sure to be on the forefront of all business processes you implement.

Quality management is the process of controlling, ensuring, and improving quality; both in business operations and productivity. If customers are satisfied, chances are they feel they are receiving high-quality products that are constantly improved upon in order to keep up with the ever-changing times.

Quality managementis crucial to the success of a business. It takes place throughout an organization in several different areas. Teams are often formed for the purpose of implementing programs. These programs cover the organization as a whole and encompass every aspect of the business. For example, managers must implement these processes in order to make sure their employees are performing up to the highest of standards. In order to make this happen, various tools must be put into place that will aid employees in completing various business tasks. These tools will then allow them to do this to the best of their abilities.

Products and services are also important parts of quality management. No matter what a particular organization sells, quality is a necessary part of it. Customers expect good products and services and want to know that their hard earned money is going toward something that will not only benefit them now, but will also last for a long time.CompetitionBusiness competition increases as more businesses operate not only on a national level, but also internationally. Companies suddenly have to deal with more players in their marketplace, meaning these companies must utilize all of their resources efficiently and effectively. One resource companies have traditionally taken for granted, but are increasingly managing, is the people in the company. Beauty Mark Gold face the competition from local market. To increase the total sale and market share BMG want to resist competition .its help to achieve the organizational objective. Organizational CultureIntroducing quality management into a company's organizational behavior involves modifying the organizational culture inside the company. Management must engage in activities that alter the company's culture in a way that increases the quality of a customer's experience, leading to increased customer satisfaction and loyalty, as well as referral business from existing customers. Management must help employees realize the importance of changing the organization's culture quickly to stay ahead of the competition and to keep the company viable, otherwise employees may resist changes to the culture they view as unnecessary.The quality culture in BMG is very important factor. Quality culture in simple terms is incorporating quality in every system within the organization which helps the organization to not only achieve their goals and objectives but also develop happy customers. In Beauty Mark Gold the operation manager Mr. Firshad more focus on the total quality of the products, and quality on services also. To control the quality BMG implemented a quality control system to make sure on it. In order to make sure every aspect of quality is reached.

Product PerformanceQuality management programs improve a company's product. The primary aspects of product quality management start with performance, reliability and durability of the product. With quality management programs, manufactured products undergo testing to verify they perform according to its stated promises or features. This allows BMG responsiveness to change problem areas or improve product strengths. By adding quality management aspects at the design phase of a new productsCustomer SatisfactionThese programs can also help to ensure customer satisfaction. By including customer surveys in the QM program, key personnel gain understanding of the product features important to consumers. By widening the survey scope to include noncustomers, this provides additional insight into why these people use the services of the competitor, allowing the company to integrate these features into their products. Feature-specific surveys can target the areas of a product or service that need improvement or work well already. These types of programs can help a business create products that BMG customers satisfaction .Reduce WasteA well-thought out quality management program can also help companies reduce waste. Manufacturing companies, for example, that house raw material inventory pay for its storage, management and tracking. These costs are built into the price of the product. By implementing a supply-chain management program, Beauty Mark Gold can reduce the raw materials it has to keep on hand, saving money and valuable space. Such a system injects a systematic approach to keeping raw material needs equal to production requirements, which can help to bring down product costs overall, improving the product's profit margin.Above mention factors are help to achieving the objectives of Beauty Mark Gold.Existing quality management processes in organisation:Already mention that BMG business is on jewellery retailing. Quality is important in the jewellery business. In the past people buying jewels without any awareness BMG change this culture aware about the product. BMG give importance quality in service. The service process in retailing outlets;The customer can do Order Assignments to the show rooms ,employee give print slip about the Order this Issue Slips include with Order Details & Delivery Date, which is prior to Customers Delivery Date. Then the required Gold, Customer Samples, Shop Samples, Repair Items & Stones are given to Goldsmith.(Reference :geethanjali gold )For customer reference, they will get the Detailed Reports regarding Pending Orders, Pending Samples & Stones with Goldsmith. BMG management provide a good quality in their service.Then the BMG ensure good quality in their products. They give importance for 916 products and maintain the market quality level on diamond platinum and other precious stones. Gold and other precious metals quality: ISO Standards of content of precious metal alloys Pure Gold Au999.9 Karat gold Au 916, Au750, Au585 Platinum Pt999.5, Pt999, Pt950, Pt900, Pt850 (reference: http://www.aesnet.com.hk/wp-content/uploads/Tommy-Tsui_r.pdf).BMG keep iso standard based quality.

There are lot of approaches to improve the organizational performance. European foundation of quality management, bald ridge, six sigma cycle are the some improvement cycle models.Here BMG choose six sigma cycle model, to improve organizational quality performance. Six sigma is an approach to improvement that combines breakthrough and continuous philosophies. The six sigma is a comprehensive and flexible system for achieving, sustaining and maximizing business success. Six sigma uniquely driven by close understanding of customer needs, disciplined use of facts, data , and statistical analysis, and diligent attention to managing , improving , and reinventing business processes.(reference: page no 444, operation and process management ,second edition, by Nigel slack, Alan Betts, Robert Johnston.)The six sigma approach also hold that improvement initiatives can only successful. If significant training and resources help to improve their management. The term Six Sigma has also been associated with process capability analysis where product specification and tolerance are compared to the inherent variation in the process of making the product. Six Sigma approach to process improvement focuses on reducing the variation in the production process to the point where it will be able to meet the specification and tolerance requirement of the product , by improving the process using process statistical tools such as process capability analysis, cause and effect diagram, and Statistical process control. Similarly, Six Sigma approach to product design focuses on improving the product design to meet or exceed customers satisfaction by using methods such as Quality Function Deployment (QFD), Taguchis methods of product design, and robust design. (First appeared in International Journal of Management Vol.24 No.4 December 2007, SIX SIGMA APPROACH TO QUALITY AND PRODUCTIVITY in united states By Jayanta K. Bandyopadhyah and Robert Lichman)The method is equally applicable in head office functions and operations; from Design and Buying, through Human Resources and Finance, to Store Operations and Distribution. As an example, we have seen it used to reduce queue length in stores while simplifying the job for the checkout operator, and reducing the wage bill through improved productivity. We have also used the methods to cut product lead times from 16 to 4 weeks, while getting a reduction in cost price. With the help of Six Sigma strategy deployed by Beauty Mark Gold, company has been able to achieve high quality products to deliver customer & employee satisfaction which is one of the prime strategic objective for the organization. This strategy would help in order to enhance revenue through customer satisfaction and increased profitability with efficient operations at their manufacturing facility. With enhanced level of processes and systems BMG has successfully managed to reduce the wastage of their resources in their production system. This would lead to competitive pricing for BMG with best quality products and high profit margins. BMG has managed to ensure quality process and trained employees who are well motivated and have aligned their objective with organizational objective for ensuring quality and high degree of customer satisfaction. In order to ensure quality BMG has implemented DMAIC, Six Sigma and DFSS processes. There are three factors on which entire quality management process of Ford are focused so as to achieve organizational objectives and can be given as under:Customer: All quality management processes are designed in order to achieve high degree of customer satisfaction by identifying and delivering customer desirable products & services.Processes: All processes and policies in the organization have been analyzed for better customer satisfaction and accordingly improvement in processes have been made so that high level of quality can be achieved in organizational context.Employees: Employee engagement and empowerment is the main focus for organization as this would help BMG to maintain high quality products. Before implementation of the Six Sigma, JIT and other quality management processes within the organization proper training has been imparted to the employees so that they are engaged in organizational endeavors. .Six Sigma processes implemented in BMG helps in implementing quality initiatives successfully and attain organizational objectives. Some of the major elements of Six Sigma implemented by BMG as under: Critical to quality: This attribute of Six Sigma is most important for the customers and its success ensure high level of customer satisfaction. Defects: Defects would denote the failure of organization in delivering quality standards which were desired by the customer. Variation: This denotes the difference within the quality of a expected products and quality as delivered through actual product made by the organization Stable operations: Stable operations would help in order to provide the predictable processes and improvement in overall operations of the organization Design for Six Sigma: Design for Six Sigma has been established in order to meet customer needs and BMG has achieved ISO certified quality with suitable implementation of Six Sigma at retail outlets.(Learning outcome 2.1 and 2.2 covered.)

3.1 A strategic quality change to improve organizational performance

To plan the change in the organisation we can adopt gap analysis.Gap analysis is a tool that organizational managers can use to work out the size, and sometimes the shape, of the strategic tasks to be undertaken in order to move from its current state to a desired, future state.The concept-specification gap: the gap identified between the concept and the operations specification of a product or a service. For-example, keeping the costs low for the customer but use of low quality material to keep the costs low has compromised the quality.The quality specification-actual gap: When there is a gap between, quality specified by the organisation and the actual outcome of the operations. For-example: the specified standard was that the wall will be built using concrete blocks and mortar, but due to certain reason it was built using brick and mortar. In another case, it was specified that the wall will be at 90 degree straight but due to human error, it is not a straight wall but a slightly tilt.The actual quality- communicated image gap: The gap between, the image marketed, or communicated to the customer and the actual quality of the product or service. For-example it was advertised that the workers at Gill Construction are highly skilled and trained, and latest technology is used however that is now the case. Improving 30% stock level of product availability in stores by the end of2015 To improve the quality of service To increase the total turnover Maximum reduce the cost and provide a high service to all customers. Avoiding unnecessary cost and increases the efficiency of the firm To make the business as Environment sustainability, keep the environment clean and do not do anything against the society and the environment.Above mentioned factors considering BMG can see a gap between company objective and its quality.3.2 Resources, tools and systems to support business processes in a strategic quality changeFor a strategic quality change program need developed by Beauty Mark Gold business processes would be having below mentioned key resource implications as given under: Human resource: Human resource in BMG is treated as the most vital element and human resource has capability to bring quality change within organization by following set processes in given time frame. Employees are considered as the main elements for their quality change initiatives and BMG ensure that employees are provided with required resources in order to work efficiently. Financial resource: Financial resources is more important in order to ensure success of the quality management program for the organization. Quality management strategies and processes have been developed in Beauty Mark Gold basis on the available financial resources with the organization. Technology - In today's modern age, technology sector is growing rapidly, and everyday new machinery is invented for human comfort. If Gill Constructions, wants to improve their work build quality and speed up the construction process they need to utilize the new technology. In current process, mortar was prepared using the large mixer. This mixer was operated using the belt connected to the truck shaft, which was used to transport the mixer. This was adding an extra fuel cost. They had to use the same mixer for smaller projects.

Tools and techniques: Several vital tools and techniques have been deployed by Ford for ensuring quality change program in the organization and for evaluation of the success of this initiative. Effective monitoring and evaluation elements are deployed in BMG and model of continuous development helps BMG to implement quality change initiatives in the organization.

Systems: BMG use several systems for continuous monitoring of quality aspect in the organization and continuous monitoring and feedback for the processes is implemented in the BEAUTY MARK GOLD

3.3 Wider implications of planned strategic quality change in an organisation

There are several implications of the strategy from both internal and external environment of the beauty mark gold. Financial performance: We could analyse the improvements in performance of an organization by simply looking at its financial stability and performance. Financial performance is a good indicator of the organizational performance. If the organizations are unstable in their financial aspects, they could not enhance their efficiency of business. For implementing a quality change and for achieving successful implementation, an organization should have a thorough financial status and stability. Customer satisfaction: Through enhanced customer service, Ford could easily achieve increased levels of customer satisfaction. This could be achieved through improved customer services, which helped Ford to understand the actual needs, demands and expectations of its customers, which is crucial for the development of the organization. (Gitlow, Oppenheim, Oppenheim, & Levine, 2007). Satisfaction of the employees; only satisfied employees could deliver their maximum services to the customers for developing customer satisfaction. Therefore, the employee satisfaction could be reflected on the results and outcomes of the organization. For achieving this, the organization should find out the causes of failureImproved business performanceThe quality will improve the overall business performance is will become improve. It will help to get new customers. The customer satisfaction help to improve the business and it is lead to increase the turn over.Corporate imageThe quality change give a new face in the business. Jewellery business is open for all. Anyone can become a threat for BMG in future. So increased quality in the jewellery business will give a good corporate image for beauty mark gold.

3.4 Systems to monitor the implementation of a strategic quality change in an organisation

Total quality management can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.Customer-focused. The customer ultimately determines the level of quality. No matter what an organization does to foster quality improvementtraining employees, integrating quality into the design process, upgrading computers or software, or buying new measuring toolsthe customer determines whether the efforts were worthwhile.

Total employee involvement. All employees participate in working toward common goals. Total employee commitment can only be obtained after fear has been driven from the workplace, when empowerment has occurred, and management has provided the proper environment. High-performance work systems integrate continuous improvement efforts with normal business operations. Self-managed work teams are one form of empowerment.

Process-centered. A fundamental part of TQM is a focus on process thinking. A process is a series of steps that take inputs from suppliers (internal or external) and transforms them into outputs that are delivered to customers (again, either internal or external). The steps required to carry out the process are defined, and performance measures are continuously monitored in order to detect unexpected variation.

Integrated system. Although an organization may consist of many different functional specialties often organized into vertically structured departments, it is the horizontal processes interconnecting these functions that are the focus of TQM.Micro-processes add up to larger processes, and all processes aggregate into the business processes required for defining and implementing strategy. Everyone must understand the vision, mission, and guiding principles as well as the quality policies, objectives, and critical processes of the organization. Business performance must be monitored and communicated continuously.An integrated business system may be modeled after theBaldrige National Quality Programcriteria and/or incorporate theISO 9000 standards. Every organization has a unique work culture, and it is virtually impossible to achieve excellence in its products and services unless a good quality culture has been fostered. Thus, an integrated system connects business improvement elements in an attempt to continually improve and exceed the expectations of customers, employees, and other stakeholders.Strategic and systematic approach. A critical part of the management of quality is the strategic and systematic approach to achieving an organizations vision, mission, and goals. This process, called strategic planning or strategic management, includes the formulation of a strategic plan that integrates quality as a core component.

Continual improvement. A major thrust of TQM is continual process improvement. Continual improvement drives an organization to be both analytical and creative in finding ways to become more competitive and more effective at meeting stakeholder expectations.

Fact-based decision making. In order to know how well an organization is performing, data on performance measures are necessary. TQM requires that an organization continually collect and analyze data in order to improve decision making accuracy, achieve consensus, and allow prediction based on past history.

Communications. During times of organizational change, as well as part of day-to-day operation, effective communications plays a large part in maintaining morale and in motivating employees at all levels. Communications involve strategies, method, and timeliness.These elements are considered so essential to TQM that many organizations define them, in some format, as a set of core values and principles on which the organization is to operate.

4.1 Steps to monitor the strategic quality change in BMG

1. Clarify Vision, Mission and ValuesEmployees need to know how what they do is tied to organizational strategyand objectives which makes it important that all employees understand where theorganizationis headed (its vision), what it hopes to accomplish (mission) and the operational principles (values) that will steer its priorities and decision making. Having a process to educate employees duringnew employee orientationand a communication process to help ensure that the mission, vision and valuesis always in front of the people is a major first step.

2. Identify Critical Success Factors (CSF)Critical success factorshelp an organization focus on those things that help it meet objectives and move a little closer to achieving its mission. These performance based measures provide a gauge for determining how well the organization is meeting objectives.3. Develop Measures and Metrics to Track CSF DataOnce critical success factors are identified, there needs to be measurements put in place to monitor and track progress. This can be done through a reporting process that is used to collect specified data and share information with senior leaders. For example, if a goal is to increasecustomer satisfaction surveyscores, there should be a goal and a measure to demonstrate achievement of the goal.4. Identify Key Customer GroupEvery organization has customers and understanding who the key customer groups are is important so that products and services can be developed based on customer requirements. The mistake a lot of organizations make is not acknowledging employees as a key customer group. the key customer group are employees, customers, suppliers.5. Solicit Customer FeedbackThe only way for an organization to know how well they are meeting customer requirements is by simply asking the question. There should be a structured process to solicit feedback from each customer group in an effort to identify what is important to them. Organizations often make the mistake of thinking they know what is important to customers and ask the wrong survey questions. This this type of feedback is obtained throughcustomer focus groups.6. Survey Each Customer GroupEach customer group should have a survey customized to their particular requirements and they should be surveyed to establish baseline data on the customers perception of current practice. This provides a starting point for improvements and demonstrates progress as improvement plans are implemented.7. Develop Improvement PlanOnce the baseline is established you should develop an improvement plan based on customer feedback from each group. Improvement plans should be written inSMART goalsformat with assignments to specific staff for follow through.Resource planning: use available internal resources effectively to achieve its objectives of increase quality, minimize the customer queue during checkout. For example; introduce the new self-checkout machine and increases the service tills. And hired the new designer who is excellent in develops latest design and styles. The well-organized planning of resources gives success to implement quality changeStaff Training/Development: organize different level of staff training that enhance their skills and knowledge. Once empowered the staff, they are able to speed up their customer check out service as well as effectively participated in maintain the stock level of the store. The training gives broad ideas about supply chain system, thus they are more committed to deliver best services to implement strategic quality changePerformance Management: Setting expectations,creating job descriptions that support thevisionand holding staff accountable.

4.2 A quality culture in an organisation to ensure continuous monitoring and development.

Bering at al (2010) state that quality culture is an organizational culture which contributes the development of effective and efficient care for quality. (Harvey 2013-14)There are different kinds of culture such as; responsive quality culture, reactive quality culture, regenerative quality culture, reproductive quality culture. A quality culture starts with top management. Need to be a top management leadership to drive this culture of quality across the organisation. For this to happen, business leaders and managers may have the commitment in setting up quality control programmes, strategic planning for quality and provide resources for quality.The following factors embed a quality culture in an organisation to ensure continuous monitoring and development.

Employee empowerment: BMG Management cannot on its own make quality a driving force of the organisation. Employees are those who are involved in processing and marketing the BMG product. As such, employees should be empowered to make timely, accurate and valuable decision with regards to improving the quality of the company's product or service. Moreover, in some cases, empowerment may also in circumstances where the employee has to delegate some powers and authority to his/her colleagues with the sole aim of improving quality of service. However, effective empowerment involves appropriate training given to employees, management monitoring of the decision and review and feedback given to management.

Customer focus:The impetus for quality improvement begins with the customer. Customers are drawn to products and services of a particular organisation because they feel their needs and expectations are met or exceeded by these products and services. The bottom line for the customer has always been whether he or she obtains the products and services desired. For this reason, a focus on customer needs and expectations is recognized as the key to quality improvement by Deming, Juran, Crosby, and other pioneers of TQM. Therefore, customer driven values would be firstly to adopt a user based quality approach whereby the quality is based on what the customer wants since he/she has always reason. Furthermore, there should be a change in management/employee attitudes as well; the door should always be left open for maintenance and advice.Partnership with suppliers:Suppliers are probably among the most important stakeholders for businesses in quest for a sustainable quality culture. This is because, the essence of quality starts with the inputs of production which normally constitute of a greater proportion of raw materials and components. The values that the organisation needs to holds vis-a-vis its suppliers are not as stakeholder but as partner for the longer term. Clear emphasis should be laid on the quality of raw materials. The organisation could make an agreement by having quality control officers at the warehouse of the supplier. In addition, quality is also about the delivery of inputs which requires the principle of "just-in-time" where raw materials and components arrives at the factory as and when needed therefore reducing the cost of storage but also keep the materials at the standard required for production.Communication:In order to have a dominant quality culture prevailing in the organisation, open, honest communication is vital. Dishonest communication is the kind of communication that leads to misunderstandings which frequently create problems on the job. In an environment where open communication is a stated value, such dishonesty in how people interact with each other makes little sense and therefore quality is reached in terms of conversations, discussion and sharing of ideas. Another essential element of a quality culture is empathy which is to do with proactively seeing the world from the perspective of others-other members of the company, customers, suppliers, and the community. It is having a sense and appreciation of their problems, their abilities, and their behaviors. Finally, in connection with empathy, members of the organisation need to have active listening skills by suspending judgments.Implement modern quality check machine: Identify the most modern machine available in the market. Purchase the machine with in two month. Need financial resource and human resource for the implementation. Providing training for the employees. Provide free checking facility to the customers.Improve the consistency in qualityof productand services, deliverto customers. Thus, it empowers the staffs, develop excellent communication channels and build up good relationships with customers. In addition, BEAUTY MARK GOLD organized a series of workshops for managers, union representatives, suppliers, supervisors and staffs for creating a quality environment based on participation andempowerment (Thetimes100, 2013)4.3 Monitor the implementation of a strategic quality change in an organisation

After the implementation of proper measurement should be done for further progress. The suggested measurements are the following. Must be recorded and monitored; analysis of financial records will give a clear view about the progress or impact of the change. Goals-based evaluation like set goals every quarterly production and check whetherthe desired results have been achieved or not. Beauty Mark Gold should be flexible for necessary needs and demands of the stakeholders, provided those needs should meet the organizational culture. Management should aware about how quality affected to the BMG.The monitoring process is give picture to identify the success and failure and implementation of strategic quality change.Resurvey:After a period of time (12-18 months), resurvey key customers to see if scores have improved. Customer needs and expectations change over time so being in-tune to changing needs and expectations is critical to long-term success.Feedback:BMG Take feedback from the customers to ensure the delivered product are high in quality and addressed the customers expects and demand. The positive feedback means the successful implementation quality change. The negative feedback means what improve need in the quality change.5.1Outcomes of a strategic quality change in an organisationQuality is an important is important facts for an every organisation. BMG provide quality on service. It will help to increase the total turnover of the company. Give current market price for existing products from the customers. It Leeds to increase in BMG customer.

Strategy perspectiveKey performance indicator

Financial perspective Increase sale by 10% for next economic year.

Customer perspective

Give more importance to customer satisfaction. Give reasonable price for second handed products. Provide quality on services to customer

Internal perspective Provide iso certified bis hallmark gold products for customers. Iso certified products on diamond and other jewels

Future perspective BMG have already plan to start a jewel designing field. It will start shortly. Improve technology in quality checking. Beauty Mark Gold can overcome the competition. BMG can expand their business all over the world

The continuous improvement in the quality service to attract customers to buy more products. It also help to increase the sale as well as market share of BMG5.2 Areas for improvement to a strategic quality change that align with organizational objectives.

The implementation strategic quality not enough for organisation. Other factors are also need updates in technology, training of staff. Technology update: The technological update is main fact in the quality management in jewelry business. Quality checking machine is the example of technological updating.

Training of staff: Training is another way to maintain the quality in business. Provide training program for newly appointed staff in the beauty mark gold. Also give regular training programs to existing staffs to improve the skills and knowledge in service quality.

Finally, it is recommended that BMG should develop a system that will define the quality standard of product. BMG plans their product quality is in the Plan a standard, which is not cleared for the customer. So, it is better to implement international standards of quality measurement for products andservices to reassure the quality andtrusted by customers.

REFERENCE:operation and process management 2nd edition, principles and practice for strategic impact, Nigel Slack, Stuart Chamber, Robert jhonston, Alan betts.http://customerthink.com/http://smallbusiness.chron.com/organizational-behavior-importance-quality-management.http://www.aesnet.com.hk/wp-content/uploads/Tommy-Tsui_r.pdf ).Operation and process management, second edition, by Nigel slack, Alan Betts, Robert Johnston.) THE EFQM EXCELLENCE MODEL.[Online].[10 May 2015].Available from: http://www.efqm.org/the-efqm-excellence-modelRiley, J.2012.Quality-Quality Circle and Kaizen.[Online].[10 May 2015].Available from: http://www.tutor2u.net/production/quality_circles_kaizen.htm

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