What does the Human Relations Movement suggest went wrong at Sears? (4 marks) 4 . Use the four parts of a system to diagnose the company’s decline. Provide support for your conclusions. (4 marks) 5. To what extent did Sears use a total quality management (TQM) perspective in running its business? Explain Human Relations Movement

Human Relations Movement

According to The Human Relations Movement, Sears lost its competitive edge due to several systemic problems within the business. The four parts of a system (inputs, throughputs, outputs, and feedback) can be used to diagnose the company’s decline. These inputs describe the data and information that the company has access to accomplish its objectives. Sears’ inputs included a shift in focus from traditional retail stores to online shopping, increased reliance on technology, and an overall lack of investments in innovation. These changes in inputs caused a decrease in the company’s throughputs, which are the processes used to transform inputs into outputs. The company failed to adapt these changes in time, which resulted not in customer satisfaction but also a decline in the quality and value of its products and services. Refers to the outputs of the system. Sears’ outputs included a decline in employee morale and customer loyalty as well as a drop in profits. This feedback loop of decreasing outputs caused a decrease in the company’s feedback, which includes responses from both customers and internal staff. Cont…