This Quality Management in Business Assignment has been given in the City of London College for the course BTEC HND Diploma in Business.
|Learning Outcome||Learning outcome||Assessment criteria||In this assessment you will have the opportunity to present evidence that shows you are able to||Task No.||Evidence (Page no)|
|LO1||Understand different approaches to quality management appropriate to commercial operations||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|
|2.2||Explain the meaning of continuous improvement|
|2.3||Illustrate the type of added values to be gained available to customers and the|
|2.4||Describe the types of information made available to customers and the importance given to effective marketing|
|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|
|3.2||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 under- represented group|
|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 organisation||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|
|See the solution of this Quality Management in Business Assignment, Below In addition to the above PASS criteria, this assignment gives you the opportunity to submit evidence in order to achieve the following MERIT and DISTINCTION grades.|
|Grade Descriptor||Indicative characteristic/s||Contextualisation|
|M1 Indentify and apply strategies to find appropriate solutions||Effective judgments have been made An effective approach to study and research has been applied||To achieve M1, you will make effective judgments about different approaches to quality management in the context of commercial operations. (Task 1)|
|M2 Select/Design and apply appropriate methods/techniques||Appropriate learning methods/techniques have been applied||To achieve M2, you will have used suitable techniques and methods to explore the nature of quality management and continuous improvement in relation to the service industry ( Task 2)|
|M3 Present and communicate appropriate findings||Communication is appropriate for familiar and unfamiliar audiences and appropriate media have been used.||To achieve M3, your work will be presented in the appropriate formats and presentation (Task 1,2,3 &4)|
|D1 Use critical reflection to evaluate own work and justify valid conclusions||Conclusions have been arrived at through synthesis of ideas and have been justified|
To achieve D1, you will have drawn conclusions which underscore the links between quality management and the organisational objectives, performance and suitable recommendations for further improvement ( Task 3 &4)
D2 Take responsibility for managing and organising activities
|Activities have been managed||To achieve D2, you will have displayed an effective approach to independent research and study will have met the assignment submission deadline and covered the unit assessment criteria. (Task 1,2,3,4)|
|D3 Demonstrate convergent/lateral and creative thinking||Critical thinking has taken place in unfamiliar contexts.|
To achieve D3, learners are required to demonstrate critical thinking and problem solving skills ( Task 1, 2, 3 & 4)
|Purpose of this assignment The purpose of this assignment is to enable learners understand the concept of quality and quality management in the context of Business or service organisations.|
Learners have the option to choose from Business or service organisations for this assignment. Retailing, hospitality and leisure, banking and finance, Tourism and IT are some of the sector examples of service organisations which learners can focus on.
Learners are therefore required to carry out the following tasks:
Task 1: Different approaches to quality management (LO1: 1.1,1.2)
Examine the concepts of quality in your chosen organisation and discuss what drive your organisation to meet the customer requirements and quality standards as well as how quality is measured in meeting the customer requirements in general.
Task 2: Benefits of quality management in business (LO2: 2.1, 2.2, 2.3)
(a). Identify and evaluate the application of quality systems and scheme for a business or service organization of your choice. Discuss how such systems can lead to customer satisfaction, continuous improvement and add value to the product or service delivery.
(b). Use the input-output model to examine the operating system of your organisation and compare the various quality systems such as the ISO 9000, EN2900, etc.
Task 3: Quality control and service improvement ( LO1: 3.1, 3.2, 3.3)
Assess the role of communication and the various communication methods that can be used in developing a quality system, including standards for quality control. You should also examine the role of customer satisfaction surveys and complaint resolution process as related to your organisation.
Task 4: Quality management and organisational performance (LO4: 4.1, 4.2)
Benefits of Quality Management in Business
Discuss what is meant by Customer Satisfaction
In the present competitive business world, it is essential to be customer focused. Customer satisfaction is the main performance indicator of the company. Customer satisfaction depends on the customer’s perceptions and customer’s expectations. If the customer’s perception are greater than their expectation from service it means that the service has satisfied them, if customer’s perceptions and his expectations are equal then the service is considered as fair and good but if the customer’s perceptions are lower than his expectations then the service is poor. It is the level to which customers are happy with the products and services provided by the organization. According to (Dominici, 2010) Customer satisfaction means creating value for the customers and meeting their expectations by fulfilling their needs. It is an important indicator for performance of the product, service or an organization.
Providing and maintaining customer satisfaction is one of the biggest challenges of hospitality Industry. A company is successful when it satisfies its customers, gains their trust and loyalty for the brand. A customer when satisfied can also pay the premium price for the product or service. (Hill, 1986) Hospitality industry is the one where the ultimate aim of the organization is to provide best services to the customers so as to retain them and also to create more customers by mouth marketing . Travelodge hotel UK is the leading hotel brand in UK which was launched in 1985 and its main aim is to focus towards customers so as to increase its customer base and to have a competitive edge over its competitors because winning a customer is everything for any hospitality business organization to survive.
Customer focused hospitality firms should measure their quality of services and level of satisfaction of their customers which can be done with the help of consumer satisfaction survey, which can be conducted frequently to know the constant changes in the demands and taste patterns of the consumers and to provide them the type of services they need and demand from the organizations. It is very important for the organization to gain customer loyalty and good reputation because according to (Mosteghael, 2006), 9 out of 10 customers who are dissatisfied with the services tells other people about it and passes on the bad image of an organization where as a satisfied consumer will tell other 5 people about his experience. Therefore, it is essential to take care of the customer’s requirements because customer satisfaction will bring customer loyalty, repeat sales, and increase in the profits and positive publicity of the organization.
There are many factors which lead to high levels of customer satisfaction:
- High quality of products or services provided by an organization.
- Excellent complaint management in the organization.
- Hassle free functions and operations in the organization.
- Personal attention to the customers.
- Providing After Sales Support to the customers.
- Commitment towards the customer.(Inc., 2015)
Customer satisfaction is very important for organizations because it is an indicator for consumer’s loyalty and repeated purchase; it reduces cost of the companies to acquire new customers and also reduces negative word of mouth and helps the business to fight the tough competition in the industry.
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