Aim of Unit 17 Quality Management in Business
In Unit 17 Quality Management in Business quality is an essential business aspect and it has vast meaning types. It is sometimes hard to identify and define the concept. Therefore, the study would evaluate quality management within business operations for ensuring all efficient process regarding manufacturing of products and managing of services. It is based on developing quality standards by promoting quality control in the management. The term, Quality assurance, can be used when suppliers make sure of providing quality goods into the market. Customer satisfaction is another key aspect in which quality management depend mostly. Furthermore, learners will learn about different approaches for maintaining quality management in businesses.
Learning outcomes
1 Understand the different approaches to quality management appropriate to commercial operations
In the unit, effective quality management techniques would be evaluated in which quality would be defined by covering customer needs, systems for meeting their expectations and establishing self-assessment. Another criteria would be based on assurance and inspection and approaches in quality management in which different aspects such as mass inspection and production, different awards for quality, quality systems, charter-mark, investors in customers as well as quality planning, control, improvement and measurements would be discussed. Lastly, different scheme structures, costs, applications, documentation, customer orientation would be mentioned.
2 Understand the benefits of quality management in a business and services context
Through this section, learners can learn about the potential benefits by having proper quality management in operations. These would be based on customer satisfaction, added values, consumer information and continuous improvement. Within these, multiple aspects such as customer voice, needs, value, demand, quality gaps, external and internal customers, moving quality within the service sectors and the associated issues would be understood. Apart from these, the study would focus on reduced waste, lower costs, location accessibility, promotional materials and raising quality awareness.
3 Understand a range of quality controls and how service to the customer can be improved
Students would further understand vast ranges of quality control through ideal recommendation for quality improvement. Different aspects like quality measurement, consultation, complaints and surveys would be generated in this unit in which system documentation, operational processes, performance comparison, competitive analysis, action priorities, benchmarking, different users’ profiles, expectations, preferences would be identified. Apart from that, different survey processes such as questionnaires, focus groups, question framing, improvement areas, and others would also be evaluated.
4 Be able to apply the principles of quality management to improve the performance of an organisation
The study also analyses various principles of managing quality within business operations for improving overall business performance. In this, various elements such as self-assessment, staff consultation, record keeping and communication and service improvement would be discussed. Through the discussion, learners could understand different aspects like self-assessment validity, significance of business communication, agreement generation, future benchmarking, setting scenes, reporting mechanism, implementation, monitoring and documentation.
Learning outcomes and assessment criteria
| Learning outcomes On successful completion of this unit a learner will: | Assessment criteria for pass The learner can: |
| LO1 Understand the different approaches to quality management appropriate to commercial operations | discuss definitions of quality in terms of business and services provisionillustrate the processes of inspection and assurancediscuss a range of approaches to quality managementexplain the similarities and differences between the different methods |
| LO2 Understand the benefits of quality management in a business and services context | discuss what is meant by customer satisfactionexplain the meaning of continuous improvementillustrate the type of added values to be gaineddescribe 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 | explain how quality management can be measuredevaluate the benefit of user and non-user surveys in determining customer needslist the methods of consultation employed in one quality scheme to encourage participation by under- represented groupsidentify 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 | report on the role of self assessment in order to determine an organisation’s current ‘state of health’ evaluate the importance of communication and record keepingfollow guidelines on the stages of staff consultation necessary for effective implementation of a quality schemepropose new systems or modifications to existing systems that could improve service quality |
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