UNIT
17: QUALITY MANAGEMENT IN BUSINESS
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LO1
Understand the different approaches to quality management appropriate to
commercial operations
Define quality: identifying customer needs and providing
systems to meet/exceed expectations, notion of self-assessment to establish the
current position of an organisation Inspection and assurance: mass production
and mass inspection, the early years of quality control, quality systems and
accreditation, the race for awards eg BS 5750, ISO 9002, EN 29000, EFQM, Qest,
Chartermark, Citizen’s Charter, Investors in People, the middle years of
quality assurance Approaches: the works of eg Deming, Juran, Feigenbaum,
Crosby, Ishikawa; Quality planning, quality control and continuous quality
improvement through teams and facilitators, measurements as an aid to rational
decision making, self assessment, costs and benefits of quality, communication
channels, macro issues of theory and prescription Similarities and differences:
structures of schemes, applications, costs, implementation periods, use of
documentation, application of standards, identification of actions required,
assessment methodology, orientation towards customer/staff or organisation,
effectiveness as a means to improve service quality
LO2
Understand the benefits of quality management in a business and services
context Customer satisfaction: the voice of the customer, customer
needs and expectations, understanding the customer, responding to customer
demand, meeting or exceeding expectations, value for money, added value and
repeat custom Continuous improvement: from customer needs to customer needs and
expectations, quality gaps, internal and external customers, moving quality
into the service sector and its associated problems, the mature years of
continuous quality improvement Added values: lower costs, reduced waste, saving
time, reducing need for support activities, customer loyalty Improved customer
information: opening times, location, price lists, promotional material,
raising awareness, creating true image, targeting all groups, value for money
UNIT
17: QUALITY MANAGEMENT IN BUSINESS
LO3
Understand a range of quality controls and how service to the customer can be
improved
Measurement of quality:
systems documentation, procedures for all operations, evaluating own
procedures, comparisons with past performance/future plans (business aims and
objectives), competitors, industry standards, priorities for action,
benchmarking, emphasis of approach eg Statistical Quality Control, quality
circles, TQM, six-sigma User and non-user surveys: profile of users and
non-users, regularity of visits, facilities used, likes, dislikes, preferences,
suggestions, expectations/perceptions of service, barriers to access, action
required, encouraging and converting non-users Consultation: questionnaires
(distributed internally/externally), suggestion schemes, complaints procedures,
focus groups, open meetings, direct approach to group leaders and groups
Complaints: distribution of forms (send out/collect), internal/external,
framing questions, customer friendly/IT friendly, easy to analyse, areas for
improvement, response time, period for remedial action, communication with
complainants, measurement of customer satisfaction
LO4
Be able to apply the principles of quality management to improve the
performance of an organization
Self-assessment:
validity of self-assessment, egg subjective, bias, one dimensional; judgement
based on current practice, comparison eg with past performance of organisation,
against competition, against benchmarks for future; comparisons with similar
organisations/industry standards Communication and record keeping: importance
of communication across whole organisation (vertical/horizontal), establishing
agreement through consultation, notifying actions required, currency, accuracy
and relevance of records kept, comparison with historical data, similar
organisations elsewhere, industry standards, record keeping Staff consultation:
setting the scene, explaining rationale (objective of quality scheme),
processes involved, requirements and commitment from staff, communication and
reporting mechanisms, keeping team updated and engaged, implementation,
feedback and review Service improvements: application of concepts,
documentation, administrative processes for communication, applying standards,
monitoring, action on improvements, performance indicators, response times,
feedback and review
Get assignment help for this unit at assignmenthelpuk@yahoo.com
Get assignment help for this unit at assignmenthelpuk@yahoo.com
UNIT
17: QUALITY MANAGEMENT IN BUSINESS
Learning outcomes and assessment criteria
Learning outcomes
On successful completion of this unit a learner will:
LO1 Understand the different approaches to quality management
appropriate to commercial operations
Assessment criteria for pass
The learner can:
1.1 discuss definitions of quality in terms of business and
services provision
1.2 illustrate the processes of inspection and assurance
1.3 discuss a range of approaches to quality management
1.4 explain the similarities and differences between the
different methods
LO2
Understand the benefits of quality management in a business and services
context
2.1 discuss what is meant by customer satisfaction
2.1 discuss what is meant by customer satisfaction
2.2 explain the meaning of continuous improvement
2.3 illustrate the
type of added values to be gained
2.4 describe the types of information made available to
customers and the importance given to effective marketing
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LO3
Understand a range of quality controls and how service to the customer can be
improved
3.1 explain how quality management can be measured
3.1 explain how quality management can be measured
3.2 evaluate the
benefit of user and non-user surveys in determining customer needs
3.3 list the methods of consultation employed in one quality
scheme to encourage participation by underrepresented groups
3.4 identify the value of complaints procedures and analyse
how they may be used to improve quality
LO4
Be able to apply the principles of quality management to improve the
performance of an organization
4.1 report on the role of self assessment in order to
determine an organisation’s current ‘state of health’
4.2 evaluate the importance of communication and record
keeping
4.3 follow guidelines on the stages of staff consultation
necessary for effective implementation of a quality scheme
4.4 propose new systems or modifications to existing systems
that could improve service quality
UNIT
17: QUALITY MANAGEMENT IN BUSINESS
Guidance
Links
This unit addresses a wide range of issues relating to management and can be linked with all other units in the qualification. Tutors should seek to integrate this unit with others to underpin the relevance of the issues being studied. This unit links with the following Management NVQ units:
A1: Manage your own resources
Links
This unit addresses a wide range of issues relating to management and can be linked with all other units in the qualification. Tutors should seek to integrate this unit with others to underpin the relevance of the issues being studied. This unit links with the following Management NVQ units:
A1: Manage your own resources
A2: Manage your own resources and professional development
A3: Develop your
personal networks.
Essential requirements
Examples of quality management manuals, policies and
strategies will support learners’ work. Case studies at this level will need
careful preparation and management. There are numerous examples of case studies
focusing on business excellence in the public domain, frequently through
appropriate journals. Learners must be encouraged to read the trade and
specialist press and associated websites regularly.Employer engagement and
vocational contexts
Centres should try to develop links with local businesses.
Many businesses and chambers of commerce are keen to promote local business and
are often willing to provide visit opportunities, visiting speakers,
information about business and the local business context.
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assignmenthelpuk@yahoo.com
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