Total quality management in organized retail shop from service providers ’point of view

Abstract

Organized retail shops that do not provide quality service, will not only be out of competition but also ultimately cease to exist. Fierce competition, shrinking market share, spiraling costs and rapid change are causing many executives to reassess critically the manner in which they operate and manage their organized retail shops. Quality management is recognized as the foundation of business competitiveness and it is proactively integrated with all business practices. Adoption of TQM is not a quick fix approach to improving management and productivity. It requires a transition from outcome oriented systems to a continuous improvement approach to problem identification and resolution of organization processes. Organized Retail covers supermarkets, hyper-markets, and malls managed by professionals and they offer variety of services and products under one roof and they operate on self-service model. Total Quality Management in Organized Retail Shop is important to attract and retain customers and also to provide job satisfaction to the employees. This survey (questionnaire)-based study is an attempt to identify the important factors of Total Quality in Organized Retail Shop, the relative importance of these factors from service provider's point of view and evaluation of these factors for statistical significance.