Task 1

Explain how quality management can be measured:

Quality Management Process

Will help you to improve the quality of your team deliverables. It also helps you to
implement a Quality Assurance Process, to boost confidence in the quality of your
outputs. By implementing quality management in your organization, you can boost
the quality of your deliverables and achieve total success.
By using this Quality Management Process, you can:

Perform Quality Assurance

Undertake Quality Control
Initiate Quality Improvement
Implement Quality Management
A Quality Management Process is a set of procedures that are followed to ensure
that the deliverables produced by a team are "fit for purpose". The start of the
Quality Management Process involves setting quality targets, which are agreed with
the customer. You should implement a Quality Management Process any time that
you want to improve the quality of your work. Quality management can be
measured in different ways. Number of scraped goods, reworks done for produce
goods, additional material or inventory which do not use for particular production,
warranty repairs or service done for sold goods, customer complaints made for sold
goods and services, liability judgment made for goods and services, product recalls
and product corrective actions taken to products.
(quality managment process, 2014)

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UNIT 32: Quality Management in Business

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Evaluate the benefit of user and non-user surveys in

determining customer needs:
User surveys:
Users are the existing customers. To keep them the new products and style must be
introduce for that their customer satisfaction is more important. By doing user
surveys can be able to identify their needs, expectations, and the trend in the
market. And also can be able to identify limitations. The user surveys can be easily
done e.g. from the audience of Olympic Games.
Non user surveys:
Non users are also customers. They were non users may be due to unaffordable
prices or dislike to the products. From these surveys the Adidas can identify the
reason and can be able to produce products for their desire while keeping the
standards of the company. Olympics surveys help introduce new fashions.
(ukessays, 2012)

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UNIT 32: Quality Management in Business

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UNIT 32: Quality Management in Business

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List the methods of consultation employed in one quality

scheme to encourage participation by underrepresented
groups:
To encourage participation of under-represented groups several methods can be
used. Some of them are as follows.
Form surveys:
Under-represented groups should be encouraged to participate in a form survey and
the form should be designed to identify quickly the nature of their replies. Analyzing
these forms the problems, requirements, expectations can be revealed.

Telephone surveys:
Telephone survey is another tool to measure the expectations and perceptions of
under-represented groups.

Interviews:
Personal interviews can also be conducted by selecting the interviewees from this
group randomly.

Group interviews:
Group interviews or group discussions can also be recognized to analyze the
situation.

Mail surveys:
Selecting sample from the target group a set of questions requiring short answers
can be sent to them with pre-paid envelops for their response.
Electronic surveys: This technique is similar to the mail surveys, here the
questionnaires are sent through e-mail.
(jones, 2012)

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UNIT 32: Quality Management in Business

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Identify the value of complaints procedures and analyse how

they may be used to improve quality:
Organizations implement some or other complaints procedures to ensure
satisfaction of customers about their product or service. This also gives them
opportunity to know about the shortcomings of the product and the service. The
rate of complaints registered against a particular product or a service gives the
information about the quality of the product or the service. These data can be used
for planning and implementing quality management processes.
(jones, 2012)

TASK 2:
Report on the role of self assessment in order to determine an
organisations current state of health:

Self assessment plays a vital role in the success of an organization and it also
important for it to understand its state of health to find out whether its business
operate well or not. An organization should employ different activities to reach its
objectives. An organization may make its assessment report to find out its activities
are performing well. According to the best knowledge and experiences of members
of an organization systems need to be designed and decided. A company cannot be
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UNIT 32: Quality Management in Business

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confident without they verify their processes are effective. Against the objective the
assessment need to be done to determine the extent of the achievement.
Benchmarking may use to find out organizations own strength, weakness and
needed improvement with comparing with others. Internal assessment may be done
by providing questionnaires of different categories to employees. To keep the
improvement in the track this assessment should be done quarterly.

(LSC, 2009)

Evaluate the importance of communication and record

keeping:
For an organization communication is very important because it is an integral part
of quality management system. For quality management, an organization needs to
communicate within it and outside of it. Apathy among the all member of an
organization may be avoided by proper communication. Proper communication
within organization also provides new ideas to develop quality practices. The
foundation of quality management system relies on the communication with the
customer. By communicating with them effectively an organization get the
information about their products satisfaction level to the customer. To determine
the quality of the product and the service this is the key factor.
For almost everything an organization record keeping is an important task. Because
proper functioning of an organization depend on it. During both internal and
external communication information are recorded which helps in formulating and
implementing plans for quality control. By record keeping organization compare the
past results and it also used to find out major defects and helping to improve the
quality of product or service.

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UNIT 32: Quality Management in Business

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Follow guidelines on the stages of staff consultation necessary

for effective implementation of a quality scheme:

Irrespective of the size or type of an organization people associated with it are

required to talk with each other to exchange views and ideas, exchange instructions
and discuss plans for growth and development. Communication and consultation
with staffs can be considered as the lifeline of any organization for its success and
also for implementation of any strategic plan including quality schemes. The
communication and consultation should be encouraged at all levels and for proper
implementation of quality management systems the senior managers should not
hesitate consulting and communicating with a ground level staff because they are
the people who will convert their vision into reality and they must be convinced for
this not just ordered because this may lead to their apathy and the result may get
affected.

Propose new systems or modifications to existing systems that

could improve service quality:
To deliver quality to its users, McDonald's need to be managed in an improved way.
McDonald's should be concerned with their budget; they must not to spare their
projects from being over budgeted. More information needs to be provided and
more transparency is required, if they want to attract more contractors, suppliers
and distributers around the world. They need to match their investments in
products and process to their investment in their people. If McDonald's wants
friendlier service it should spend more on hiring. They need to speed up, because
no one wants to wait in a drive thru for 10 minutes or sit in an unclean restaurant.
They create exceptional service and for this they may encourage their employees.
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UNIT 32: Quality Management in Business

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They should properly train their employees for better service. They may create
definite incentives to distinguish top performers and fine poor performing
franchises. They need to make sure to do again and underpin daily to ensure their
employees stay sharp and loyal. People are the true key of success McDonalds
needs to remember this and start investing in creating a culture that supports it.
(Arussy, 2013)

References:
Arussy. (2013, April 12). How McDonald's Can Improve Customer Service. Retrieved from
http://www.qsrmagazine.com/news/how-mcdonalds-can-improve-customer-service
Jones, S. (2012, Nov 8). Quality Managment Dissertation. Retrieved from http://www.studyaids.co.uk
LSC. (2009, March). Self Assessment. Retrieved from Learning and Skill Council:
http://readingroom.lsc.gov.uk/lsc/national/nat-selfassessmenthealthsafety-gn-march2009-v40.pdf
Quality Management Dissertation, [online],
Available: http://mbadissertations.blogspot.com/2012/11/quality-managementdissertation.html[9 Nov 2012]
Quality Management, [online], Available: http://www.slideshare.net/lillylinh/qualitymanagement-14967374 [10 December 2013]
The Concept of Quality Management Essay, [online],
Available: http://www.ukessays.com/essays/management/the-concept-of-qualitymanagement-management-essay.php [10 December 2013]
Van Ho, Phu, TOTAL QUALITY MANAGEMENT APPROACH TO THE INFORMATION
SYSTEMS DEVELOPMENT PROCESSES: AN EMPIRICAL STUDY, [online], Available:
http://scholar.lib.vt.edu/theses/available/etd07052011165326/unrestricted/Ho_PV_D_2001.pdf [10 December 2013]

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UNIT 32: Quality Management in Business

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