Quality Management in Business

qwertyuiopasdfghjklzxcvbnmqwertyui
opasdfghjklzxcvbnmqwertyuiopasdfgh
jklzxcvbnmqwertyuiopasdfghjklzxcvb
nmqwertyuiopasdfghjklzxcvbnmqwer
tyuiopasdfghjklzxcvbnmqwertyuiopas
dfghjklzxcvbnmqwertyuiopasdfghjklzx
cvbnmqwertyuiopasdfghjklzxcvbnmq
wertyuiopasdfghjklzxcvbnmqwertyuio
pasdfghjklzxcvbnmqwertyuiopasdfghj
klzxcvbnmqwertyuiopasdfghjklzxcvbn
mqwertyuiopasdfghjklzxcvbnmqwerty
uiopasdfghjklzxcvbnmqwertyuiopasdf
Quality Management
in Business

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Quality definitions.................................................................................................................3
1.2 Processes of inspection and assurance used in quality management.....................................3
1.3 Range of approaches to quality management (M1, D1)........................................................4
1.4 Similarities and differences between different methods........................................................5
TASK 2............................................................................................................................................5
2.1 Customer satisfaction.............................................................................................................5
2.2 Continuous improvement.......................................................................................................6
2.3 Type of added value gained...................................................................................................6
2.4 Types of information made available to customers and importance to effective marketing
(M2, D2)......................................................................................................................................6
TASK 3............................................................................................................................................7
3.1 Measuring quality management.............................................................................................7
3.2 Benefit of user or non-user surveys.......................................................................................7
3.3 Consultation methods............................................................................................................8
3.4 Value of complaints procedure (M3).....................................................................................8
TASK 4............................................................................................................................................9
Enclosed in PPT...........................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Managing quality within any business is crucial aspect and thus it helps in enduring
quality excellence and achieving high sustainability and competitiveness in essential in such
economic environment. Business needs to identify its competitors and accordingly they can
undertake quality management approaches and other relevant tools so that quality management
system can be implemented within firm (Bergman and Klefsjö, 2010). There are various quality
standards such as ISO that needs to maintain by firm that helps in providing confidence to
customers and other stakeholders that quality standards are being achieved by business. Present
report undertakes Starbucks which is an American Coffeehouse chain. Due to new competitors it
has caused significant turbulence in the industry and thus Starbucks aims to modify and propose
new quality systems which help in improving the service quality.
TASK 1
1.1 Quality definitions
There are several definitions given on quality upon different parameters such as
perfection, providing good and usable product, consistence, fast delivery, delighting or pleasing
customers, total customer service and satisfaction, eliminating waste etc. Quality is considered as
an essential element that needs to be involved in the form of different service provisions so that
customer satisfaction can be attained (Sallis, 2014). Each and every business focuses upon
maintaining service quality so that quality excellence can be achieved within firm. Starbucks
aims to maintain its quality through providing wave quality coffee products to its customers and
give tough competition in terms of taste and service. Quality is the distinctive attribute possess
by someone or something and thus understand the needs of customers in order to fulfill their
needs. Starbucks operates its chain in worldwide market and therefore it maintains quality
consistently through all the coffeehouses so that customer gets the same taste and quality of
coffee. Quality is involves in the service provision of firm and therefore, it needs to be involved
in business that helps in raising sales and profitability of firm in market. For instance, service
provision in Starbucks helps in fulfilling the needs of clients and attains satisfaction (Ipeirotis,
Provost and Wang, 2010).
1.2 Processes of inspection and assurance used in quality management
Quality inspection and assurance are considered as the measure tools that help in
controlling the actions of business in regard to maintain quality within firm. Quality assurance is

the process of maintaining a desired level of quality within products or services especially by
providing attention to every stage of process of delivery of products. Starbucks carry out quality
assurance through the time of making coffee till it is being served to customers. Thus, such
service providers deliver satisfaction and reliability to their customers (Kannan and Tan, 2005).
Starbucks measure and assure its quality of coffee beans used and fulfill the expectation of its
clients which helps them to become number 1 coffee house chain in market. Quality assurance is
the process which is focused on identifying defect prevention and thus maintains quality within
business.
Further, quality inspection is another tool which helps in controlling and assuring the
products quality so that it can meet appropriate standards so that satisfaction can be attained.
Through quality inspection, Starbucks obtains ISO 9000, 14000 certification and thus maintains
its quality which is reliable source for its customers and other stakeholders in regard to
convenience them about the quality of products or services (Tricker, 2007). Thus, quality
assurance and inspection tool are considered as the best way in regard to maintain quality within
firm.
1.3 Range of approaches to quality management (M1, D1)
It involves a range of quality management approaches such as six sigma, total quality
management, quality circles and benchmarking etc. which helps in contributing and improving
quality management in business. Starbucks uses total quality management and six sigma
approaches in order to maintain its quality of coffee in order to maintain standard of its products
or services in market (Kern, 2014). However, through adopting such quality control measures it
results in continuous improvement and thus render best quality and taste of coffee to clients.
Through implementing Six Sigma within Starbucks it helps in improving business performance
and eliminates causes of errors or defects while preparing hot or cold coffee for customers.
Further, implementing Total Quality Management approach helps in empowering workers and
help them to focus upon the set targets so that overall quality can be improved within coffee
house. TQM approach assists in developing relationship within causes and quality problems so
that quality of coffee can be raised and maintained up to a great extent. However, using such
quality management approaches helps in ensuring that it helps Starbucks to improve quality
management in firm (English, 2009).