Discuss definitions of quality in terms of business and services provision with suitable examples.

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Purpose of this assignment

The BTEC Unit 17 Quality Management in Business Assignment is designed to assess the learners’ ability to understand the concept of quality and quality management and define it in the context of business and service operations.


You are hired as a Quality Managerin a business to improve different aspects of quality management for achieving quality excellence, sustainability and competitiveness in this volatile economic environment. The need has arisen as a result of new competitors that have caused significant turbulence in the concerned industry.

You are required to lead a team through a range of quality management approach and related tools to implement a quality management system in the organisation. Therefore, you are required to select the industry and organisation of your choice to do research, evaluate and critically analyse the issues in an organisation to propose a new systems or modifications to existing systems that could improve service quality. 

Task-1     Different approaches to Quality Management

1.1 Discuss definitions of quality in terms of business and services provision with suitable examples.
1.2 Illustrate the processes of inspection and assurance used in the quality management provided with life time example of your chosen organisation.
1.3 Discuss a range of approaches to quality management with reference to leading contributors to Quality Management theory.
1.4 Explain the similarities and differences between the different methods that are currently being implemented by your chosen organisation

Task-2 Benefits of Quality Management

2.1 Discuss what is meant by customer satisfaction. Answer your question with appropriate example relevant to your target customers.
2.2 Explain the meaning of continuous improvement in Quality Management.
2.3 Illustrate the type of added values gained through effective and efficient operations in your organisation.
2.4 Describe the types of information made available to your customers and describe the importance given to effective marketing.

Task-3 Range of Quality Control and Customer Service Improvement

3.1 Explain how quality management is measured in your chosen organisation and provide with practical example.
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs for the organisation.
3.3 List the methods of consultation employed in one quality scheme to encourage participation by different groups
3.4 Identify the value of complaints procedures and analyse how this has been used to improve quality in response to your chosen organisation

Task-4 Be able to apply the principles of quality management to improve the performance of an organisation (Presentation)

In your presentation, you are advised to cover the following topics:

4.1 The role of self-assessment in order to determine your chosen organisation’s current “State of Health”.
4.2 Evaluatethe importance of communication and record keeping in quality management with appropriate examples relevant to your chosen organisation.
4.3 Outline the stages of staff consultation which is followed by your chosen organisation in accordance with guidelines for effective implementation of a quality scheme.
4.4 Propose new systems or modifications to existing systems that could improve service quality.

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