QUALITY MANAGEMENT IN BUSINESS

a. Discuss definitions of quality in terms of business and services provision
Definition of quality – How does the organisation define quality?
What are the quality dimensions that the company uses to measure the quality of their products or services?
b. Illustrate the processes of inspection and assurance
What is the process of inspection and assurance in the company?
c. Discuss a range of approaches to quality management

d. Explain the similarities and differences between the different methods
a. Explain how quality management can be measured

i. Identify which specific KPIs – Key Performance Indicators – does the company use to measure quality
ii. Link KPIs to the dimensions of quality specified in section III.a

b. Evaluate the benefit of user and non-user surveys in determining customer needs

i. Customer consultation methods – i.e. Customer Survey? Focus Group?
ii. Employee Consultation method? – Employee Satisfaction Survey?
iii. What kind of surveys does the company use? Give an example, where possible/applicable, of the customer satisfaction surveys they use. Include a sample of a ‘real’ survey used by the company in the appendix.
iv. Survey analysis – VALIDITY & RELIABILITY

c. List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups
d. Identify the value of complaints procedures and analyse how they may be used to improve quality