QUALITY MANAGEMENT IN BUSINESS

QUALITY MANAGEMENT IN BUSINESS
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Table of Contents
Introduction......................................................................................................................................4
Task 1: Be able to understand the different approaches to quality management appropriate to
commercial operations.....................................................................................................................5
1.1: Discuss definitions of quality in terms of business and services provision..............................5
1.2: Illustrate the processes of inspection and assurance.................................................................6
1.3: Discuss a range of approaches to quality management that can be used in PC World............8
1.4: Explain the similarities and differences between the different methods (M1).........................9
Task 2: Be able to understand the benefits of quality management in a business and services
context............................................................................................................................................10
2.1: Discuss what is meant by customer satisfaction.....................................................................10
2.2: Explain the meaning of continuous improvement..................................................................11
2.3: Illustrate the type of added values to be gained......................................................................12
2.4: Describe the types of information made available to customers and the importance given to
effective marketing in PC World...................................................................................................14
Task 3: Be able to understand a range of quality controls and how service to the customer can be
improved........................................................................................................................................15
3.1: Explain how quality management can be measured in PC World.........................................15
3.2: Evaluate the benefit of user and non-user surveys in determining customer needs...............15
3.3: List the methods of consultation employed in one quality scheme to encourage participation
by under-represented groups (M2)................................................................................................16
3.4: Identify the value of complaints procedures and analyse how they may be used to improve
quality............................................................................................................................................17
Task 4: Be able to apply the principles of quality management to improve the performance of pc
world..............................................................................................................................................18
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4.1: Report on the role of self assessment in order to determine PC World’s current ‘state of
health’............................................................................................................................................18
4.2: Evaluate the importance of communication and record keeping...........................................19
4.3: Follow guidelines on the stages of staff consultation necessary for effective implementation
of a quality scheme........................................................................................................................20
4.4: Propose new systems or modifications to existing systems that could improve service
quality............................................................................................................................................21
Conclusion.....................................................................................................................................22
Reference.......................................................................................................................................23
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Introduction
The quality management in business is an important criteria for the maintenance of the reputation
of the organization and to own a large clientele. The satisfaction of the customers is linked
directly to the quality of the services and products that are provided to them by the organization
and hence the quality of the products and services are a major concern. The quality management
and improvement programs can help to increase the revenue generated by the company and
establish the company on firmer grounds. This project aims to study the different methods of
quality management, the interim details of the program that needs to be considered by the
company and ways in which the quality management schemes can be effectively implemented in
the organizations.
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Task 1: Be able to understand the different approaches to quality management appropriate
to commercial operations
1.1: Discuss definitions of quality in terms of business and services provision.
The term ‘quality of a product or service’ refers to the features that are offered by that particular
product or service and the extent to which it has been able to successfully cater to the needs and
expectations of the consumers (Kalpakjianand Schmid, 2014). Quality is an attribute of the
products and services and can only be perceived by the human senses. As per American Society
for Quality, the quality of the product or service is its attributes, which satisfies the customer.
The quality can also be stated as the characteristics and the appeal of the product to the
customers for which they want to pay the price and purchase the product for their utility. The
ISO 9000 is a trademark of standards and the ISO organization gives away the certificates of
recognition to those products, which are immensely beneficial and provides good return on the
investment to the customers (Bon and Mustafa, 2013). The ISO branding acts as a means of
recognition of the products for the customers and help them to identify better quality products
with ease.
In PC World, the quality of the products and services would refer to the quality of the materials
used for the assembled and the ready-made electronic items, the longevity of the products and
the terms of guarantee associated with the products. Since there are a lot of complaints with the
products that the PC World deals in, the organization needs to adopt certain measures like
continuous monitoring and quality assessment of the products and services in order to ensure
their suitability for usage. The demands and expectations of the customers and the extent to
which the products are able to effectively meet the same also needs to be effectually measured
for ensuring the organizational quality and the quality of the products and services.
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1.2: Illustrate the processes of inspection and assurance.
Fig 1: Inspection process (Ordeneset al.,2014)
The process of inspection, to ensure the suitability and the quality of the products, needs to be
carried out in every organization for the sake of maintaining their repute and image in the market
(Ordeneset al.,2014). Supplying lower quality goods to the customers leads to tarnishing the
repute of the company, which is completely undesirable. An effective inspection process
encompasses several steps like:
1. Checking the quality of the electronic products before they are being supplied to the
customers
2. If found unsuitable and inappropriate, the products needs to be separated from the perfect
products and tested for their degree of damage or unsuitability
3. If the damage of the can be repaired then the repairing of the products needs to be carried out
in the shop itself
4. If the damage is considerable then the products needs to be delivered back to the suppliers for
repair
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