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Quality Management in Business Introduction 3 Task 13 1.13 1.24 1.35 1.47 TASK 28 2.18 2.29 2.31 2.47 1.47 TASK 28 2.18 2.29 2.29 2.31 2.411

   

Added on  2020-01-07

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Quality Managementin Business

TABLE OF CONTENTSIntroduction .....................................................................................................................................3Task 1...............................................................................................................................................31.1.................................................................................................................................................31.2 ................................................................................................................................................41.3 ................................................................................................................................................51.4 ................................................................................................................................................7TASK 2............................................................................................................................................82.1 ................................................................................................................................................82.2 ................................................................................................................................................92.3 ..............................................................................................................................................102.4 ..............................................................................................................................................11Task 3.............................................................................................................................................123.1 ..............................................................................................................................................123.2...............................................................................................................................................133.3...............................................................................................................................................133.4...............................................................................................................................................14TASK 4..........................................................................................................................................154.1...............................................................................................................................................154.2...............................................................................................................................................164.3...............................................................................................................................................164.4...............................................................................................................................................17Conclusion ....................................................................................................................................18References ....................................................................................................................................19

INTRODUCTION In the present era, the competition among businesses in every sector has become sointense that it is no longer easy for companies to attract customers and gain competitiveadvantage over other market players (Goetsch and Davis, 2014). Furthermore, organizations arealso required to concentrate upon maintain appropriate quality in their products and services inorder to sustain in the market. It can be stated that delivering quality services and products topeople in the market results in developing sense of satisfaction among customers and it alsocontributes in overall growth and success of companies. The present report is based on PC worldwhich is a company that deals in marketing and sales of different electronic products. In thecurrent study, definition of quality in terms of business and service provision has beenmentioned. Apart from this, processes of inspection and quality assurance, and their role inquality management has been also highlighted in the present research report. TASK 11.1In simpler terms, quality in context of service and business can be defined as the overalldegree or extent to which services and products meet the demand of people in the market. It canbe stated that the approach of quality management also helps businesses to understand thechanging customer needs and providing them with an system to satisfy those needs in the bestpossible manner. The use of quality management tools and techniques supports businessenterprise in getting useful information about their current position in marketplace. Qualitymanagement tools and techniques provides company with an platform to make improvements inservices/ products in order to improve overall quality and enhance performance in marketplace.Furthermore, it can be subjective attribute, condition and it can be perceptual also (Ahmadand et.al. 2014). According to the definition which has been provide by American society,quality can be termed as a form of subjective term and therefore every person has his/her owndefinition regarding the same. On the other hand Peter Drucker has defined quality as the extentto which the customer is willing to pay for a particular products or service. ISO 9000, explainsthat quality is the parameter which highlights that certain standards has been fulfilled or met byproducts and services. In the modern era, quality of services and products is one of the most

important things which need to be taken into consideration by businesses (Kern, 2014).Nowadays, people in the market are avalaiable with wide range of options and alternativesavailable and therefore if qualities services are not deliver then customer will prefer to buyservices and products provided by other market players. 1.2 According to the provided case scenario, businesses such as PC world are facing wide rangeof issues and challenges. For example the buyer or customers are returning the electronicproducts which they have purchased and the rate of customer’s satisfaction has also reduced to agreat extent. The selected business enterprise can make use of different tools and techniques inorder to identify the gap between present quality standards of products/ services and desired levelof the same (Dale, 2015). This includes tools such as benchmarking, flow charts, cost benefitanalysis etc. which can be taken into consideration. Apart from this, quality of services andproducts within PC world can be improved by focusing upon three different parameters whichare mentioned below as:

The management of PC world needs to focus on areas such as quality planning and willneed to develop appropriate quality standards. Along with this, the selected business enterprisecan adopt techniques such as quality assurance for carrying out improvement in service qualityand overcome from the key issue which it is facing (Accuracy of Quality Assurance, 2012). Theuse of quality assurance will allow PC world to focus on its process of production and identifykey areas which needs to be improved (Sallis, 2014). Apart from this, quality control techniquecan be also used and it will allow PC world to ensure whether its products and services aremeeting the developed quality standards or not. On the other hand, charter mark is anothereffective technique which can be taken into consideration by PC world with an objective to makecertain improvements in its quality of customer services delivered. The selected businessenterprise will also need to lay emphasis on different components which are mentioned below as:Mass production and mass inspection – It was in the year 1800s when this concept cameinto existence. Furthermore, the rationale behind this was that elements such as high volumeproduction, dividing the labour and increasing specialization encouraged in carrying outmore formal kind of inspection. Here, the concept of examining product and removing goodfrom bad came into existence. The early system of quality control – The early system of quality control includesapproaches such as inspection 1800, statistical quality control 1930, quality assurance 1950etc. Inspection focuses on detection of issue whereas statistical quality control focuses ontaking measures regarding control. The last quality assurance laid emphasis on carrying outeffective coordination among different activities. Quality system accreditation – ISO 9000 is a quality accreditation focuses on qualitymanagement by providing various tools and techniques which can assist in qualitymanagement. ISO 9001is another quality management technique which can be used. 1.3 PC world is required to focus on quality of services/ products delivered in order to createsense of satisfaction among customers. It can be expressed that there are wide range ofapproaches which can be used by the organization with the purpose of carrying outimprovements in quality (Lee and Lee, 2014). For example PC world can make use of approachsuch as Plan- Do-Check-Act (PDCA) which was developed by Deming and also known as

Deming’s cycle. Furthermore, the approach is very effective in terms of providing businesseswith a potential strategy which carries out improvement in products and process. In the stage ofplanning, the company will be required to develop certain aim and objective regarding quality. Inthe stage of Do, it will need to provide training to employees who will support in execution ofplan developed (Mok, Sparks and Kadampully, 2013). Furthermore, the third stage will be ofcheck in which the business will determine whether it is heading towards right direction or not(Mehta, Verma and Seth, 2014). The last stage is of Act in which PC world will need to takecorrective measures in case if there is a gap between expected and actual performance. Alongwith this, future strategies and action will be also developed in this stage with an objective toattain the best possible outcome.Figure : Deming’s Cycle of Quality(Source : Doherty, Shakur and Ellis-Chadwick, 2015.)Apart from this, Juran’s approach to quality management can be also adopted by PCworld for carrying out various kinds of improvements in quality of services and productsdelivered. The use of Juran’s trilogy will assist the selected business to focus on areas which arequality planning, control and improvement. The model also laid emphasis on the fact that inorder to deliver quality services and products, it is required by PC world to have quality leaders.

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