Introduction to the Quality Management
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Added on 2020-06-04
Introduction to the Quality Management
Added on 2020-06-04
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QUALITY MANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Definitions of quality in terms of business and services provision.......................................11.2 Processes of inspection and assurance..................................................................................21.3 Range of approaches to quality management........................................................................21.4 Similarities and differences between the different methods.................................................2TASK 2............................................................................................................................................32.1 Customer satisfaction in quality management......................................................................32.2 Continuous improvement in quality management................................................................32.3 Type of added values to be gained........................................................................................42.4 Information made available to customers and the importance given to effective marketing.....................................................................................................................................................4TASK 3............................................................................................................................................53.1 Measurement of quality management...................................................................................53.2 Benefit of user and non-user surveys in determining customer needs..................................53.3 Methods of consultation employed in one quality scheme..................................................63.4 Value of complaints procedures to improve quality.............................................................6TASK 4............................................................................................................................................6Covered in PPT...........................................................................................................................6CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................8.........................................................................................................................................................9
INTRODUCTIONToday in a competitive environment, every business organization has to maintain itsquality of product and services. It is a standard level of something in comparison to other similargoods. It makes sure that organization keeps its production process consistent and sustain itscustomers in long term. Starbucks is a leading brand in food and beverage sector of UnitedKingdom. It is a multinational company having over 23768 store all over the world (Sıtkıİlkayand Aslan, 2012). It is famous for its coffee product among customers. As it has a well knownimage in market, it has to manage its goods quality to capture lion share in business. In followingreport, different types of inspection and assurance process to keep high level, will be discussed.There are many kind of approaches which are used in quality management in firm. Variousmethods have similarities as well as dissimilarities with each other. These all help in gettingmaximum customer satisfaction in long term in future. There is need to improve in goods qualitytime to time and added values are also important to achieve organizational objectives and goalsof profit maximization of revenue generating. Different types of information is made available tocustomers and it is vary important for effective marketing.TASK 11.1 Definitions of quality in terms of business and services provisionQuality is total features and characteristics of a product and services which makes it ableto satisfy needs of customers. It is up to market of consumer expectation in term of taste,presentation and shape of product (Schwab, 2010). For example, Starbucks provides its coffeewhich has best quality in its feature to attract maximum target market of food and beverages ofUnited Kingdom. Following are some definitions of quality in term of business and serviceprovision. As per ISO 9002, The totality of features and characteristics of a product or servicethat bear on its ability to satisfy stated or implied needs".Another definition of quality includesthat it is a fitness to use of customers which is provided by company. According to PeteDrucker, It is not a feature of product or services which is supplied by firm, but is a thing whichcustomer wants to pay for. Thus quality can be considered as number of characteristics in goodswhich fulfil requirements of buyer in food and beverage sector.1
1.2 Processes of inspection and assuranceBeing on a top position in food and beverage sector of United Kingdom,Starbucks needsto inspect every single aspect which is related to quality of product and goods. It also focus ontechniques which can make sure of best standard assurance to get maximum customersatisfaction. Process of inspection is to activities which are helpful to check, measure, gaugefeatures of product. Quality officer audits material used and manufacturing process with preestablished list (Sadikoglu and Zehir, 2010). For example, mentioned firm appoints a officer whois assigned job to check ingredients and material standard and make sure that it is up to mark ofconsumers. On other hand, quality assurance is a process to prevent any types of mistake ingoods as well as no defects can be occurred while solving consumer problem. For example,Starbucks adopt different techniques, tools and audits to evaluate its foods and drinks productperformance in sight of buyer. Thus these two processes ensure best quality of goods oforganisation to improve its position in market.1.3 Range of approaches to quality managementThere are different types of approaches which are used in quality management. One ofmost important techniques is six sigma that includes some control limits which are helpful toeliminate errors in manufacturing and services process of company. It focuses on not producingany product more than 3.4 ppm errors or defects. Another approach is total quality managementin which employees of firm participate in improving processes, products, services, and theculture at manufacturing place. It helps ion getting long term success in term of better quality ofgoods. Another approach is Quality circles where employees are provided training to solveproblem in manufacturing process of product and make appropriate improvement in long term. Ituses some techniques like brain-storming, pareto analysis, and cause-and-effect diagram (Ryu,Lee and Gon, 2012). Fourth and important approach is benchmarking in which three dimensionare measured like time, cost and cost. It helps to compare Starbucks performance with othercompetitor brand and make it better in quality by improvement. Thus these above fourapproaches are helpful to execute quality management with accuracy.1.4 Similarities and differences between the different methodsAs discussed in above methods or techniques like six sigma, quality circle, total qualitymanagement and benchmarking which are different in term of process to get improved standardof goods of Starbucks. At same time, they are similar as they all have same purpose to detect2
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