Assignment on Quality Management in Business Process
11 Pages3093 Words157 Views
Added on 2020-01-16
Assignment on Quality Management in Business Process
Added on 2020-01-16
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Quality Management in Business
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Definitions of quality in terms of business and services provision..................................11.2 Processes of assurance and inspection used in quality management...............................21.3, M1 and D1 Range of approach of quality management..................................................21.4 Similarities and difference between different methods....................................................3TASK 2............................................................................................................................................32.1 Customer satisfaction.......................................................................................................32.2 Continuous improvement in the quality management......................................................32.3 Types of added values gained by through efficient and effective operations..................42.4 and M2. Importance of effective marketing and types of information available tocustomers................................................................................................................................4TASK 3............................................................................................................................................53.1 Measurement of quality management..............................................................................53.2 Benefit of non-user and user surveys in determining customer needs.............................53.3 Consultation methods......................................................................................................53.4 The value of complaints procedure..................................................................................6CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................8
INTRODUCTIONThe level of customers satisfaction and service after using a product is defined by thequality of the service and product. The increment in the satisfaction level of the customers leadsto increment in the demand, profits and the reputation of the company (Boyd and Tucker, 2012).Therefore, company always focuses on quality of the service and products by redefining theirfunctions of the business. Quality assurance during inspection, factors affecting the controlling ofthe quality management system and quality control are the methods which helps the qualitymanagement in the company.Starbucks is an American based coffee firm which was established in Seattle in 1971. In“second wave coffee”, it acts as a main representative. Starbucks makes itself different fromother brands of coffee in terms of quality, customer experience and taste of their products.This report includes various approaches of quality management, benefits of qualitymanagement. It also shows the ways of improving customer services and principles of qualitymanagement to improve organization's performance.TASK 11.1 Definitions of quality in terms of business and services provisionTo satisfy or fulfil all the requirement of the customers by the capacity and suitability ofthe service and product is known as the Quality in term of service provision and business(Chaffey and White, 2010). If a product or service is designed in such a manner that it satisfiesand solves all requirements of the customers to a particular extent then the service or product issaid to be a quality service or a quality product. For measuring the quality service and products,there are several standards which are established by the standardizing bodies. These standardscover different industries and wide range of services and products.Starbucks mainly focuses on satisfaction of the customers therefore makes some extraefforts to achieve quality of the service or product. Quality is the only thing which makesStarbucks different from other coffee brands. Due to increase in the quality of products andservices, the people become more confident about the cited organization and the customer'sloyalty as well as organization's reputation increases (Goetsch and Davis, 2014).1
1.2 Processes of assurance and inspection used in quality managementStarbucks tries to deliver services and products of very high quality to their customers.This high quality provided to the customers allows the organization to become the most reputedbrand in the field of coffee. There are basically two processes involved in quality managementwhich are as follows:Quality control: The review of all components which are associated with the productionprocess of Starbucks, this process is known as quality control.Skill and knowledge ofemployees, maintenance of quality in production process and other soft elements in process ofproduction such as motivation, team dynamics and organizational culture are maintained in thisprocess (Holschbach and Hofmann, 2011).Quality assurance: This method ensures the avoidance of problems or defects of theservices or products which are provided by the company. The Starbucks conducts procedurewhich ensures the service and the products are of the required quality and standards according toreputation and the standard of the company. 1.3, M1 and D1 Range of approach of quality managementThere are various approaches to improve the quality management of an organization.Some approaches are applied by Starbucks which are mentioned below:Six sigma: It is the process which mainly focuses on team efforts for competing theparticular task and as a result the organization gets better results and improved performance(Kern, 2014). It eliminates the six types of wastes i.e. defects in production process, inventory,transportation, waits, over processing, motion.Total quality management: In an organization, the overall efficiency of production can beimproved by this method. It mainly emphasizes on the offered services and the improvementneeded in the product's quality. Starbucks should adopt this type of approach for managing thequality.Benchmarking: It specifies three factors i.e. quality improvement, quality control and thequality planning. In this, they identify need of the customer, further they plan the developmentprocess of product than the process is transferred to the operations (Kersten and Koch, 2010).2
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