For an organisation of your choice, write a report to the senior management team outlining the following:
(Please choose one international company)
i. What would a quality service and / or products look like from the point of view of the organisation’s customers?
[25 marks]
ii. Deming, Crosby and others have said that improving quality can save money. Discuss to what extent this applies to the organisation you have chosen.
[25 marks]
iii. Choose one of the enablers of the EFQM Excellence Model. Review the organisation’s performance on this enabler and identify potential areas for improvement.
[25 marks]
iv. Produce a one page summary, summarising your findings and recommendations in parts i. to iii. Include a discussion of any difficulties in implementing your recommendations. [15 marks]
In addition, a maximum of 10 marks will be given for your report format, referencing and presentation .
Notes:
You are expected to make use of relevant models and frameworks in each of parts i. to iii. However you need to include a list of references for anything you refer to in the report which is not written by you. This is important.
The maximum word count should be 2,200 excluding appendices, table of contents, and references.
Please refer to the assessment criteria below to get an indication of the level of performance required for different grades.
Managing Quality in Organisations – Assessment criteria
Learning Outcome Assessment Criterion Level Descriptor
Fail 40-49% 50-59% 60-69% >70%
1 To explain the development and application of quality in organisations Demonstrating effective communication of ideas and techniques Repetition of course material without explanation Basic analysis
Basic description of issue Reasonable attempt at analysis at causes of issues – some wider coverage Good attempt at analysis at causes of issues – some wider coverage An in-depth analysis of cause and effect, demonstrating breadth of research and of thought.
2 To evaluate the various quality models and to assess their application. Ability to analyse quality issues within an organisation and to propose solutions. None or little attempt at analysis – description of ‘suitable’ techniques without support Some attempt at some of the ‘more obvious’ elements relating to the question Recognising the ‘majority’ of issues – showing how these may be related. Some supporting exemplars Recognising the ‘majority’ of issues – showing how these may be related. Supporting discussion using direct and indirect examples Situational analysis well researched – clear description of relationships – recognition of alternatives with clear argument for and or against.