Quality Management

Quality Management
STUDENT : ANA MARIA STRATON
GROUP : 2A

QUALITY MANAGEMENT
Contents
Task 1:...................................................................................................................................................4
LO1: Different approaches to Quality Management..............................................................................4
1.1 Discuss definitions of quality in terms of business and services provision with suitable
examples............................................................................................................................................4
1.2 Illustrate the processes of inspection and assurance used in the quality management provided
with life time example of McDonald's...............................................................................................5
1.3 Discuss a range of approaches to quality management with reference to leading contributors to
Quality Management theory..............................................................................................................6
1.4 Explain the similarities and differences between the different methods that are currently being
implemented by McDonald's.............................................................................................................7
Task 2:...................................................................................................................................................9
LO2: Benefits of Quality Management..................................................................................................9
2.1 Discuss what is meant by customer satisfaction. Answer your question with appropriate
example relevant to your target customers.........................................................................................9
2.2 Explain the meaning of continuous improvement in Quality Management.................................9
2.3 Illustrate the type of added values gained through effective and efficient operations in
McDonald's......................................................................................................................................10
2.4 Describe the types of information made available to your customers and describe the
importance given to effective marketing..........................................................................................11
Task 3:.................................................................................................................................................12
LO3: Range of Quality Control and Customer Service Improvement.................................................12
3.1 Explain how quality management is measured in your chosen organisation and provide with
practical example.............................................................................................................................12
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs for
McDonald's......................................................................................................................................12
3.3 List the methods of consultation employed in one quality scheme to encourage participation by
different groups...............................................................................................................................13
3.4 Identify the value of complaints procedures and analyse how this has been used to improve
quality in response to McDonald's...................................................................................................14
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QUALITY MANAGEMENT
Task 4:.................................................................................................................................................16
LO4: Be able to apply the principles of quality management to improve the performance of an
organisation.........................................................................................................................................16
4.1 The role of self-assessment in order to determine your chosen organisation’s current “State of
Health”............................................................................................................................................16
4.2 Evaluate the importance of communication and record keeping in quality management with
appropriate examples relevant to McDonald's.................................................................................16
4.3 Outline the stages of staff consultation which is followed by your chosen organisation in
accordance with guidelines for effective implementation of a quality scheme................................17
4.4 Propose new systems or modifications to existing systems that could improve service quality.18
References...........................................................................................................................................19
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QUALITY MANAGEMENT
Task 1:
LO1: Different approaches to Quality Management
1.1Discuss definitions of quality in terms of business and services provision with
suitable examples
In term of business and organisations course of action, the way of a thing or
organisation insinuates the impression of how much the situation or organisation meets the
customer's wishes. Management activities and the other related functions that are involved
and determines the quality policies and the strategies of implementation are known to be
quality management. This involves quality planning and assurance of the qualities. There are
no particular necessities of important worth unless it is connected with a possibly address or
specific limit. Quality is the prohibitive, perceptual, and to some extent individual attribute.
The consequences of significant value in terms of trade are made after some time. Different
translations are provided below:
According to the Society of America for Quality: it is an individual term for that every person
takes his or her own explanation. Particularly, utilise, quality can possess two implications:
The potentials of an administration or item which bear on its skill to fulfil inferred or
expressed needs. An administration or item is free of deficiencies.
As per the accordance of Peter Ducker: Quality in an administration or item is not the actual
matter that provider places in. The client gets out the thing and he will fee for it. According to
ISO 9000: Gradation to which the arrangement of instinctive attributes pleases prerequisites.
The level characterises requirement as desire or need. Joseph M. Juran describes the Wellness
for operating. Fitness is notable by the customer. According to Six Sigma controller: Number
of irregularities per million exposed doors. Quality management at MacDonald’s is an
essentials factor because food industry demands high quality services for the customers
because of hygiene.
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