Quality Management in Business

Quality Management in
Business

TABLE OF CONTENTS
Introduction .....................................................................................................................................4
Task 1...............................................................................................................................................4
1.1.................................................................................................................................................4
1.2 ................................................................................................................................................5
1.3 ................................................................................................................................................6
1.4 ................................................................................................................................................8
TASK 2............................................................................................................................................9
2.1 ................................................................................................................................................9
2.2 ..............................................................................................................................................10
2.3 ..............................................................................................................................................11
2.4 ..............................................................................................................................................12
Task 3.............................................................................................................................................13
3.1 ..............................................................................................................................................13
3.2...............................................................................................................................................14
3.3...............................................................................................................................................14
3.4...............................................................................................................................................15
TASK 4..........................................................................................................................................16
4.1...............................................................................................................................................16
4.2...............................................................................................................................................16
4.3...............................................................................................................................................17
4.4...............................................................................................................................................17
Conclusion ....................................................................................................................................18
References ....................................................................................................................................19

INTRODUCTION
In the present era, the competition among businesses in every sector has become so
intense that it is no longer easy for companies to attract customers and gain competitive
advantage over other market players (Goetsch and Davis, 2014). Furthermore, organizations are
also required to concentrate upon maintain appropriate quality in their products and services in
order to sustain in the market. It can be stated that delivering quality services and products to
people in the market results in developing sense of satisfaction among customers and it also
contributes in overall growth and success of companies. The present report is based on PC world
which is a company that deals in marketing and sales of different electronic products. In the
current study, definition of quality in terms of business and service provision has been
mentioned. Apart from this, processes of inspection and quality assurance, and their role in
quality management has been also highlighted in the present research report.
TASK 1
1.1
In simpler terms, quality in context of service and business can be defined as the overall
degree or extent to which services and products meet the demand of people in the market.
Furthermore, it can be subjective attribute, condition and it can be perceptual also (Ahmad and
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 own definition
regarding the same. On the other hand Peter Drucker has defined quality as the extent to which
the customer is willing to pay for a particular products or service. ISO 9000, explains that quality
is the parameter which highlights that certain standards has been fulfilled or met by products 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 alternatives available and therefore if
qualities services are not deliver then customer will prefer to buy services and products provided
by other market players. It can be stated that the approach of quality management also helps
businesses to understand the changing customer needs and providing them with an system to
satisfy those needs in the best possible manner. The use of quality management tools and

techniques supports business enterprise in getting useful information about their current position
in marketplace. Quality management tools and techniques provides company with an platform to
make improvements in services/ products in order to improve overall quality and enhance
performance in marketplace.
1.2
According to the provided case scenario, businesses such as PC world are facing wide range
of issues and challenges. For example the buyer or customers are returning the electronic
products which they have purchased and the rate of customer’s satisfaction has also reduced to a
great extent. The selected business enterprise can make use of different tools and techniques in
order to identify the gap between present quality standards of products/ services and desired level
of the same (Dale, 2015). This includes tools such as benchmarking, flow charts, cost benefit
analysis etc. which can be taken into consideration. Apart from this, quality of services and
products within PC world can be improved by focusing upon three different parameters which
are mentioned below as: