Quality Management in Business

Aim

The aim of this unit is to enable learners to understand the concept of quality and quality management and define it in the context of business and service operations.

Learning outcomes and assessment

LO1 Understand the 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.

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 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 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

4.3 propose new systems or modifications to existing systems that could improve service quality.