Contents

3.2 Demonstrate a quality culture to ensure continuous monitoring, evaluation and

development of the process....................................................................................................2

3.3 Recommend improvements which align with the organisation’s objectives and goals
and which result in improvements..........................................................................................4

Currently, at Thanh Xuan Beauty, the products and services they are using are from famous
countries in the world, including Switzerland, France, Germany. In parallel with that, it
requires customers must have a high and stable income to pay for that expense and most of
Thanh Xuan Beauty's customers belong to the upper class, the class A and B of community.
................................................................................................................................................4

3.4 Report on the wider implications of proposed changes within the organisation..............6

4.3 Carry out a systematic review of organisational health and safety policies and
procedures in order to ensure they are effective and compliant...........................................10

4.4 Carry out practical application of health and safety policies and procedures in the
workplace..............................................................................................................................11

Bibliography.............................................................................................................................13

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3.2 Demonstrate a quality culture to ensure continuous monitoring, evaluation
and development of the process

Nowadays, a quality work force is embraced by core values that bring significant competitive
advantage to the business. In a constantly changing world, a strong culture of product or
service quality is created by a dynamic workforce, act independently and prioritize quality
even in moments of the most pressure.

To create such a workforce, Thanh Xuan Beauty must think deeply about the implementation
and maintenance of a culture of quality. A true culture of quality is where employees have a
passion for quality as a personal value, not a rigid command. A culture of quality is one in
which everybody in the organisation, not just the quality controllers, is responsible for
quality. A central feature of such organisations is that each worker or team of workers is both
a customer of, and supplier to, other workers in the organisation: they form a chain of internal
customers and suppliers. It is the responsibility of each unit to ensure the quality of their own
work. The emphasis is on ensuring that things are ‘done right first time’. When they are not
then the process that has led to an unsatisfactory output is analysed so that corrections can be
made in the process to ensure that the problem does not arise again [ CITATION Har93 \l
2057 ].

In order to implement this culture, Thanh Xuan Beauty must maintain a leadership role, focus
on service quality in good and bad times of the business, establish a thoughtful and reliable
framework, and create an environment where employees have quality behaviours. Leadership
is a prerequisite for creating that culture, and it is also a factor in maintaining an effective
business. When properly supported, a culture of quality will overwhelm all business activities
of Thanh Xuan Beauty, enhancing service quality thereby enhancing their business image
with consumers. They can perform activities such as meeting staff every morning before
starting work or they can organize meetings on a monthly periodical in order to disseminate
the information as well as the importance of maintaining a quality culture within the
company. In addition, in order to check the level of knowledge of the staff about quality
culture, Mrs. Thanh Xuan as well as the managers of Thanh Xuan Beauty should also
organize examinations and competitions to assess staff qualifications. As well as the word,
draw comments to maintain the good and improve the bad side to eliminate things that can
affect Thanh Xuan Beauty and their customers.

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In addition, PDCM (Plan – Do – Check – Act) is also a useful method that can help Thanh
Xuan Beauty maintain and control quality culture.

• Plan: Identify and implement the plan

• Do: Implementation of the process.

• Check: Monitor and measure processes

• Act: The remedial measures based on assessments

Plan
 Develop many relevant strategies

 Identify applicable requirement

 Identify customer of Thanh Xuan Beauty (Class A and B)

 Improve the understanding and importance of maintaining a quality

culture for employees
Do  Do a survey
 Implement the process
 Implementation of marketing activities
 Usually get feedback from customer
 Create 'Things to Remember About Quality Culture' and stick it at
the place where employees can easy to see it
Check  Assess the result
 Check to know whether customers are happy or not with Thanh
Xuan Beauty
 Check whether employees have met the requirements or not
Act  Improve negative aspects
 Identify and provide any requirements to develop Thanh Xuan
Beauty

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3.3 Recommend improvements which align with the organisation’s objectives and
goals and which result in improvements

Currently, at Thanh Xuan Beauty, the products and services they are using are from famous
countries in the world, including Switzerland, France, Germany. In parallel with that, it
requires customers must have a high and stable income to pay for that expense and most of
Thanh Xuan Beauty's customers belong to the upper class, the class A and B of community.

For Thanh Xuan Beauty, offering skin care and yoga service with excellent quality and luxury
environment for customers is the thing that they always look forward to. However, it is also a
drawback because the current demand for beauty is the most essential needs for all ages and
especially modern woman nowadays. They will go to beauty centres, skin care prestige but at
low cost because their income will not meet the high cost of Thanh Xuan Beauty. Thanh
Xuan Beauty will lose the opportunity to meet and serve these customers as well as
customers of Thanh Xuan Beauty will not be diverse because their customers are all wealthy
women so it is a great barrier for Thanh Xuan Beauty. Therefore, Thanh Xuan Beauty must
do somehow to diversify customer composition to bring many advantages for Thanh Xuan
Beauty.

There is a method that will help Thanh Xuan analyse and identify the causes of the problem
so that they can come up with appropriate solutions. That method is Fishbone diagram.

Fishbone diagram, also called Ishikawa diagram or Cause-and-effect diagram is a basic

quality control tool, a method for identifying problems and providing solutions in leadership
management, one of the core elements to build - ensure - improve quality. This diagram gives
a structure, a direction for determining the cause. Helps to identify causes quickly and
effectively. When applying this diagram, users will be able to find potential causes and the
underlying causes of the problem. Looking at this fishbone diagram, the reader will be fully
visualized the cause of a problem. The fish bone diagram will identify each cause, which can
provide concrete solutions for each cause [CITATION Tec \l 2057 ]

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 MAN POWER
METHOD
 Employees have the opportunity to work
 Work is done professionally with a foreign specialist
 Employees are professionally trained
 Implement the process properly and  Employees have high knowledge
effectively

Luxury

Skin care Service

MATERIAL MACHINERY
 Products of famous brands which are  Luxury and high tech facilities
come from Switzerland, France, Germany  They are replaced regularly

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The causes that make their services more luxury than others are because of employees are
trained at the most professional classes with proficient workmanship, carry out beauty
processes for customers in an organized way and smooth. Besides, their product that they use
to beautify for customers most of which are imported directly from Switzerland, France,
Germany as well as they use high tech facilities from massage bed, cosmetic shelf to the
equipment, beauty machines. Those things create a Thanh Xuan Beauty extremely class and
luxury. As mentioned above, with the conditions like this, young customers as well as low
income customers will not be able to pay an excessive amount to use the services of Thanh
Xuan Beauty. Therefore, Thanh Xuan needs to give those customers the opportunity to know
about Thanh Xuan Beauty as well as create opportunities for themselves so that they can
improve their position in the market and diversify customer composition. And what is that
opportunity? Thanh Xuan Beauty can import and use other beauty products from Japan,
Korea as well as offer many skin care packages, promotions for people with low income,
attract them to what Thanh Xuan Beauty are providing. From that, they can easy to get more
customers as well as increase income for centre.

3.4 Report on the wider implications of proposed changes within the organisation

With other businesses in general and Thanh Xuan Beauty in particular, changing and
innovating now is an indispensable thing they need to capture in order to create new things
for their business.

With Thanh Xuan Beauty, their concern now is the diversification of customer components,
make their customers become more diverse with many different ages, many people with low
incomes, while previously, they only provide services for customers with high incomes.
Therefore, their plan now is provide skin care packages for young people and people with
low – income. Furthermore, Thanh Xuan Beauty is thinking of expanding its business market
to Ho Chi Minh City so that it can bring Thanh Xuan Beauty to people all over the country as
well as their purpose is increase their incomes and profits.

There are two methods that will help Thanh Xuan Beauty can consider the feasibility of the
plan so that they will have accurate analysis and evaluation of the plan and consider whether
it will be successful when they implement the plan or not. The two methods are PMI and
Force Field Analysis.

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Force Field Analysis is a management technique for predicting the circumstances of Kurt
Lewin (1890 - 1947), a pioneer in the field of psychosocial science research. Lewin argues
that we should not consider every situation in a solid stable system that must be in a
temporary balance. According to him, each situation is effected all its changes (if any) by
Driving force and Restraining force. Thanks to this analytical tool, they will know what is
motivating and stifling the development. From there, it helps members in their centre
perceive each problem in two opposing aspects. They can use this tool to study existing
problems or to anticipate and plan for innovation which can be more effective. In the case of
problem analysis, this tool is particularly useful when it helps to define more subjective
issues such as morale, management style, effectiveness and working environment.

5 5

Customers want to experience at

Increase costs
Thanh Xuan Beauty

5 4
PLAN:

Customers become more Provide skin care packages

Pressure
diverse for young people and people
with low – income

Profit and Income will increase

Total: 15 Total: 9

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It can be seen that the analysis results that Field Force Analysis given above, with a total of
15 points in the Driving Force and 9 in Restraining Force, the plan ‘Provide skin care
packages for young people and people with low – income’ can be very feasible to implement.

Bypass obstacles in terms of cost as well as pressure to perform, it seems it does not affect the
implementation of the plan. According to surveys and research, on average each year, Thanh
Xuan Beauty earned about 9 billion VND, with this income, spending a small part for the
cost of this plan will not affect too much on their business. When they implement this plan, it
will bring to them many advantages such as increase the number of customers as well as they
have opportunity to serve and exposed to many different customer segments, help them get
good relationships, raise income and especially increase competitive position in the market.

The second method is PMI. PMI (plus, minus, interesting) is a brainstorming, decision
making and critical thinking tool. It is used to encourage the examination of ideas, concepts
and experiences from more than one perspective. PMI was developed by Dr. Edward de
Bono, a proponent of lateral and critical thinking.

A PMI strategy can help Thanh Xuan Beauty to:

 Brainstorm ideas
 Make decisions quickly by analysing and weighing the pros and cons
 Reflect upon or evaluate a product or process after the fact
 Identify strengths and weaknesses for future improvement

[ CITATION Vir \l 2057 ]

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Thanh Xuan Beauty should expand its business market to Ho Chi Minh City or not

PLUS MINUS INTEREST

 Get more customers  High cost (- 5)  Expand the relationship
(+ 5)  Hard to control and (+5)
 Increase profit (+ 5) manage (- 5)  Effectiveness (+4)
 Easy to introduce Thanh  Pressure (- 3)  Their brand will be
Xuan Beauty brand to known by more people
people in Ho Chi Minh ( +5)
City (+ 5)
 Increase the
competitiveness (+4)

TOTAL: 20

PMI give a positive number which is 20. That means this plan is possible to implement.

The benefits that Thanh Xuan Beauty will have when expanding business markets

 Expanding the business market will help Thanh Xuan Beauty can promote their
brand: That is an advantage for Thanh Xuan Beauty when they decide the form of
business expansion to be able to get the business that suits them perfectly, from there
it will help them promote their brand.
 When expanding business, will help Thanh Xuan Beauty can provide their services to
consumers so that will help them gain the support and trust from customers, is a point
that every business can look forward to it
 The larger the business market, the greater the return on their profits.

4.3 Carry out a systematic review of organisational health

and safety policies and procedures in order to ensure they
are effective and compliant

Thanh Xuan has complied with the rules of working time. At the company, employees' day
work begins at 7:15 am and ends at 7:30 pm, during which they will be taking a break from

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11:30 am to 1:30 pm. In addition, they have developed more policies on time work and
recreation as offer trip for employees. At work, Thanh Xuan has rules, policies and
procedures that everyone must be complied with if there are any trouble about health and or
even in every day operation. All employees know well about these policies and procedures
because each time a new employee is recruited, the employee is instructed and trained on the
company's health and safety regulations.

First upon is about health, Thanh Xuan provide quality meals for staff at noon and afternoon.
At the workplace, there are always a medical box that contains a full range of first aid
supplies as well as basic medicines for the employees in case if there are any accidents and
health problems. In addition, at the end of the month, the company held small parties to help
staff to have relaxation and fun, as well as enhance the relationship between employees.
Thanh Xuan also provides accident insurance and health insurance for all of their employees.
In order to preserve fresh air at the workplace, without affecting the health of employees as
well as customers, Thanh Xuan also banned smoking in the workplace. Moreover, for the
pregnant women, Thanh Xuan relieves the pressure on them by reducing the amount of work
assigned to them, and they can do it in the first 6 months and rest in the last 3 months.

About safety, Thanh Xuan built a policy that is require all of the staff to follow to ensure the
safety of work. Before employees use electronic devices, they are given specific instructions
on how to use them, how to handle problems when the machine is malfunctioning to ensure
the work process and safety in the company. The equipment as well as the entire assets of the
company will be periodically checked to ensure stable, secure operation and safety for
everyone in the company. Moreover, Thanh Xuan also provides safety equipment, for
example each floor will have 2 to 3 fire extinguishers on each floor to in case there are any
fire accident in the company.

4.4 Carry out practical application of health and safety

policies and procedures in the workplace

Health and Safe culture is understood as the culture in which the right to receive a safety and
health working environment of workers is respected by people in all sectors and levels.

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It is a culture in which the government, administrations, employers and workers with a
system of rights, responsibilities and obligations are actively involved in ensuring a health
and safety working environment; It is a culture where the precautionary principle is placed on
top.

In other words, respect people in the production process, every level of government, all
organizations and individuals, with their responsibilities, powers and duties, must actively
and proactively prevent, ensure and build a safety and health working environment for
employees, in which workers are not only constantly protected, no occupational accidents
and diseases but also to be esteemed, enjoy the achievements and actively contribute to the
improvement of culture in labour and production. Therefore nowadays, building a good
health and safety culture is an indispensable requirement of enterprises, especially Thanh
Xuan Beauty. It requires the perception of the head of Thanh Xuan Beauty about health and
safety culture. Implementing a safety culture in the integration period is to help businesses
create a good working environment, to ensure safety, occupational health, a healthy, joyful
and happy cultural environment for the employees so that they can peace of mind, material
life is stable, bringing great benefits to Thanh Xuan Beauty is to create the trust of service
users; The trust of the collaborators.

There are many different ways that Thanh Xuan can use to build, implement and maintain
Health and Safety Culture in their workplace

1. Use checklist

They will need the checklist in order to ensure that their activities or their facilities or even
their employees meet the standards which are listed out in the checklist. Through checklist,
managers of Thanh Xuan Beauty will know which factor meet the standard and maintain
them and which factors did not meet the standard then they will find ways to improve it in
order to build a Health and Safety Culture in the workplace.

2. Organise recognise the achievement with the participate of employees

Recognition, rewarding, encouragement, reinforcement and feedback are important. Good

Health and Safety culture is to help everyone maintain their sense of responsibility by
recording every single big or small achievement. Health and Safety culture is strengthening

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the management of safety and health as a whole for the whole organization, the whole
approach to life.

3. Provide information and train their employees

Persons who are provided information regularly on Health and Safety workplace are likely to
be concerned about Health and Safety and how their actions may affect themselves and
others. Posters, policies and signs are not enough. Discussion and communication of Health
and Safety information should be included in all aspects of the working process from leader's
meetings to personal encounters.

People who are professionally trained and aware of the hazards associated with themselves,
or their supervisors, are less likely to be affected or injured. Training can take many forms
and must be carried out continuously during the time each individual work with Thanh Xuan
Beauty.

4. Develop a workplace analysis system, and the prevention and control of workplace
hazards.

Management systems, safety systems, attitudes and perceptions of each individual can be
researched, measured and analysed to obtain the status of Thanh Xuan Beauty and the
prevention for workers from doing a good job. This is often referred to a survey and supports
the establishment of original material as the basis for Thanh Xuan Beauty. Surveys for
evaluating results are conducted periodically in Thanh Xuan Beauty centre that they are
struggling for good Health and Safety culture.

Bibliography

Harvey, & Green. (1993). Quality culture. Retrieved from qualityresearchinternational.com:

http://www.qualityresearchinternational.com/glossary/qualityculture.htm

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Tech Target. (2015, February). fishbone diagram. Retrieved from whatis.techtarget.com:
http://whatis.techtarget.com/definition/fishbone-diagram

Virtual Library . (n.d.). PMI - Plus, Minus, Interesting. Retrieved from virtuallibrary.info:
http://www.virtuallibrary.info/pmi-plus-minus-interesting-strategy.html

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