Quality Management in Business | Assignment Solution

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Added on 2020-01-16

Quality Management in Business | Assignment Solution

Added on 2020-01-16

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QUALITYMANAGEMENT

TABLE OF CONTENTINTRODUCTION................................................................................................................................3TASK 1.................................................................................................................................................31.1 Definition of quality in business and services...........................................................................31.2 Process of inspection and assurance in quality management with reference to Starbucks........31.3 (M1 and D1) Approaches to quality management with reference to leading contributors to quality management theory..............................................................................................................41.4 Similarities and differences between methods implemented in Starbucks................................4TASK 2.................................................................................................................................................52.1 Customer satisfaction.................................................................................................................52.3 Added values obtained by effective and efficient operations in context to Starbucks...............62.4(M2 AND D2)Types of information available for the customers and significance of effective marketing.........................................................................................................................................6TASK 3.................................................................................................................................................73.1 Quality measurement in Starbucks............................................................................................73.2 Advantages of user and non user surveys for determination of customer needs.......................73.3 Methods of consultation employed in one quality scheme .......................................................73.4 (M3)Value of complaint procedures and its use for improving quality with reference to Starbucks..........................................................................................................................................8TASK 4.................................................................................................................................................9Covered in ppt..................................................................................................................................9CONCLUSION ...................................................................................................................................9REFERENCES...................................................................................................................................10

Quality Management in Business | Assignment Solution_2

INTRODUCTIONQuality management is the significant aspect for the measurement of the success of thecompany. It has been practised by almost all the companies and is an essential feature contributingtop the development of the company. Assurance of the quality helps in retaining the trust of thecustomers in the company. The report aims to understand the different approaches to qualitymanagement and its benefits in the business and service context. Range of quality controls andimprovements in customer services are also proposed. The report is drawn in context to Starbucks aleading coffee branding in the international markets. It entered in UK markets with acquisition ofaround 65 Seattle Coffee Company stores. It is known for its high quality service and products.Starbucks have been the king in the share market of the sector from years. Few suggestions havebeen recommended in the report to increase the profitability and efficiency. TASK 11.1 Definition of quality in business and servicesMost of the companies adopt the practice of quality management to improve sales and createtrust for the company. Quality management in terms of business and service provision is themaintaining a concept of matching the level of customers expectations and the goods and servicesoffered by the organisation. Quality of the goods or services have different perceptions dependingupon the sector or the functions of the object or service (Dale, 2015). In broader sense it involvestraits like perfection of the product or service, its usability and durability, its delivery time, fit foruse and consistent with the elimination of the waste processes and elements, etc. A company will sustain if their offerings are of good quality which depends on the services.For example in health care industry quality is measured in terms of hospital services, outcome oftheir service, cleanliness, ease of service etc. In Financial sector like banking, insurance etc. itinvolves the result, profitability etc. In travel sectors like airlines, travel agents etc. it includes thecomfort, accumulations, hygiene etc. Each service sector maintains the quality to meet customerexpectations.1.2 Process of inspection and assurance in quality management with reference to StarbucksThe company standards of ISO9000, ISO14000, ISO2600 are being used by Starbucks forquality management. There are various steps involved in inspection and assurance of quality. Theseare as follows:

Quality Management in Business | Assignment Solution_3

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