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QUALITY MANAGEMENT INTRODUCTION

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Added on  2020-01-16

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QUALITY MANAGEMENT INTRODUCTION 1 TASK 11 1.1 Definitions of quality in terms of business and services provision 1 1.2 Illustration of methods of inspection and assurance 1 1.3 Range of approaches towards quality management 2 1.4 Similarities and differences between various methodologies3 TASK 23 2.1 Meaning of customer satisfaction 3 2.2 2010). Consistent improvement in management of quality3 2.3 Different types of added values gained from efficient and effective operations4 TASK 35 3.1 Measuring the quality management 5 3.2 Assets of user and non-user surveys for determining

QUALITY MANAGEMENT INTRODUCTION

   Added on 2020-01-16

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QUALITY MANAGEMENT
QUALITY MANAGEMENT INTRODUCTION_1
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Definitions of quality in terms of business and services provision ......................................11.2 Illustration of methods of inspection and assurance.............................................................11.3 Range of approaches towards quality management..............................................................21.4 Similarities and differences between various methodologies...............................................3TASK 2............................................................................................................................................32.1 Meaning of customer satisfaction.........................................................................................32.2 Consistent improvement in management of quality..............................................................32.3 Different types of added values gained from efficient and effective operations..................42.4 Types of information available to customers and importance of effective marketing..........4TASK 3............................................................................................................................................53.1 Measuring the quality management......................................................................................53.2 Assets of user and non-user surveys for determining needs of customers............................53.3 Methods of consultation........................................................................................................53.4 Values of complaints procedures which analysis for improve quality.................................6TASK 4............................................................................................................................................7Conclusion.......................................................................................................................................7REFERENCES................................................................................................................................1
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INTRODUCTIONSuperior quality of products and services is ensured by quality management. Quality of aproduct can be determined with the help of factors such as durability, performance andreliability. It differentiates an organization from its competitors (Brennan and et.al., 2013).Starbucks is American based coffee firm established in 1971 at Seattle. It differentiatesitself from its competitors by offering very high quality coffee thereby satisfying customers allover the world.The report throws light upon different ways in which effective quality management canlead to enhanced performance by an organization.TASK 11.1 Definitions of quality in terms of business and services provision The method of satisfying all the needs customers through capacity and suitability ofservices is referred as quality in terms of business and service provision. A product is said to beof high quality if it is able to satisfy all needs and wants of customers up to a certain extent. Inorder for measuring the quality of products and services, several standards have been establishedby standardizing bodies. A wide range of products and services are covered along with manyindustries under these standards (Buntinx and Benjamins, 2010).Some extra efforts are generally made by Starbucks in order to make their customerssatisfy. The quality of coffee offered by them is the only major thing that differentiates Starbucksfrom other organizations of same sector. People become more confident about the organizationthat has been cited because of enhancement of the quality of products and services offered bythem. These customers become more loyal towards cited firm which increases the reputation oforganization.1.2 Illustration of methods of inspection and assuranceStarbucks always makes attempts for delivery of high quality products and services totheir customers (Wan and et.al., 2012). The delivery of high quality to customers ensures theenhancement of its reputation in the sector or field of coffee. Basically, two methods areinvolved in quality management that have been discussed below:1
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Control of Quality: The reviewing of all the components in association with productionprocess of Starbucks, this methodology is known as quality control. This process ensuresthe maintenance of following:1. Knowledge and skills of employees2. The quality of production process.3. Soft elements in association with production process such as team dynamics, organizationalculture and motivation.Assurance of quality: Avoiding the problems and defects of services or products offeredby company are ensured with help of this method (Dania and Margherita, 2013). Certainprocedures are being conducted by Starbucks that services and products offered tocustomers are of the quality required by them. This is done in accordance with thestandards and reputation of company.1.3 Range of approaches towards quality managementQuality management of an organization can be improved with the help of variousapproaches. Some of these approaches that can be utilized by Starbucks have been discussedbelow:Six Sigma: In order to complete particular task, the efforts that are applied by team, areusually focussed in this approach. This makes the results of organization a way better andalso the performance is improved. Defects in production process, inventory,transportation, waits, over processing and motion are the six categories of wastes whichare eliminated by it.Total quality management: The overall efficiency of production could be made better inaccordance with an organization, through this approach. Main emphasis is laid over theservices that are offered and also on improvement required in quality of product (Dugal,Kothavade and Musani, 2010). Therefore, to effectively manage their product quality,this approach should be adopted by Starbucks.Benchmarking: Improvement, control and planning of quality are the three specificationsthat are defined through it. The needs and wants of customers are identified with help ofit. Furthermore, development process is planned out with reference to product. Then, theprocess is transferred to operations.2
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