Continuous Quality and Performance Improvement in Specsavers Optical Superstores

This assignment discusses the importance of continuous quality and performance improvement in Specsavers Optical Superstores. It also explores how to encourage the team to adopt continuous improvement techniques and identifies and addresses problems using recognized business improvement techniques and tools. The assignment includes explanations of possible causes of the problem and how to measure the effectiveness of the proposed improvement tool or technique.

ILM Level 2 – Business Improvement Techniques
Assignment
Centre Number: 072797 Centre Name: Specsavers Optical
Superstores
Learner
Registration No: XJR2075 Learner
Name: Jai Mistry
1. Explain why continuous quality and performance improvement are important for an organisation
Organizations are dedicated towards continuous improvement and recognised the relevance of such
actions in order to improve the product quality, improving consumer satisfaction and for enhancing
profitability, profits and efficiency. Through performance improvement implementation within the
company the they will be able to maintain increased productivity, decreased costs, enhanced quality,
lowered delivery times, enhanced employee morale and decreased staff turnover rate.
Organizations such as Specsavers Optics Superstores are focussed on being dedicated to continuous
improvement and identifying the actions in order to strengthen the product and to improve the
consumer satisfaction. Performance and continuous quality improvement are deemed important by
this organization as it has the capability to enhance productivity, efficiency and company profits.
Maintaining continuous performance and quality improvement facilitates it in managing performance
of all its business transactions.1 Moreover, Specsavers has made an agreement with Accenture for
managing its technology as the high street optician and position itself successfully in the digital
business. Such agreement for ensuring continuous quality and performance improvement is deemed
to facilitate the company in decreasing operating costs, improving speed to market along with
increasing product and service quality. Implementation of modern technology facilitates Specsavers
in decreasing use of application and technology through offering continuous service improvement. It
also facilitates the optical superstore in accelerating its move for digitalising its business. Continuous
quality and performance improvement facilitate error reduction in offering services and optical
products. The philosophy of continuous quality improvement also has the ability to make the
business of Specsavers well equipped for adapting to the changes within the industry in which it
operates. Processes in the organization that regularly follows continuous quality improvement and
undergo incremental changes. In continuously implementing process improvement changes reduced
turnover can be attained as the owners get capable in recruiting and training new workers.
2. Explain how the team could be encouraged to adopt continuous improvement techniques
The team of Specsavers Optical Superstores can be encouraged in adopting a culture of continuous
improvement through motivating the employees in attaining organizational goals in a better manner.
The ream within the organization can be encouraged to adopt the continuous improvement
techniques through the following strategies:
 Encouraging a culture of identifying and taking lessons from the mistakes or errors that took
place in the processes followed within the company
 Celebrating initiative taken by teams, risk taking and learning approaches from them
 Encouraging association from all the levels of the company
 Sharing results, learning points along with certain improvement areas with the team members
or employees in the organization
 Following development plan made by the team members for ensuring ongoing improvements
regarding the ways to lead, develop as well as manage people
The team can be encouraged to successfully implement the improvement techniques by means of
offering them incentives those innovate. The team members are encouraged to implement
continuous improvement system through implementing a standardised evidence system for assisting
the learner to capture related activities in clear manner.
Specsavers Optical Superstores can also encourage its team members in bringing in development in
the workplace practices along with developing a culture within itself which values process
1 Appuhami, R, "Exploring the relationship between strategic performance measurement systems and
managers' creativity: the mediating role of psychological empowerment and organisational learning.".
in Accounting & Finance, , 2017.

ILM Level 2 – Business Improvement Techniques
Assignment
improvement.2 The organization can also consider that the employees those are more efficient or
learn new skills facilitate in improving the efficiency of the overall team. The company can also
develop an active objective in encouraging improvement among the employees at all times that can
facilitate in maintaining continuous improvement within the workplace. Specsavers Optical
Superstores can also develop a culture of rewarding the team members for creative thinking and
innovation. This can constantly develop new ways in which employees’ ca function better individually
and as teams along with improving the ways in which organization operates its business as whole.
3. Identify a problem within the team or own area of the organisation
Specsavers is positioned as an international organisation that offers trusted eye care services,
affordable glasses, contact lenses as well as hearing care all over Europe. The company has also
developed its future vision to position itself as a successful digital business. However, it has been
observed that the company is facing issues related to continuous quality and process improvement
that is affecting the performance of the organization. It has been observed that its disparate systems
drastically affected its ability to change and to be highly agile. Consumers are looking for being able
to purchase seamlessly from a retailer across any channel at any time.3 Specsavers is dealing with
the issues related with insufficient budget version control, lengthy process of consolidation that is
leading to manual errors and lack of collaboration within its management teams in most of its cost
centres. In addition, it is also dealing with inaccuracies in budget control that is human error and
time-consuming process of business expansion.
Focussing on such issue, the company is facing the issue of developing new capabilities that can
facilitate in supporting its digital transformation. The company is lagging in developing its technology
process and system reviews that can facilitate the team in bring innovation in their daily operations.
Specsavers are also dealing with issues in developing innovation workshops focussed on attaining
new business growth areas along with connecting them to new start-up companies. The company is
also not that efficient in carrying out an IT readiness assessment for the strategic program initiatives
that can further support Specsavers in solving all its business-critical issues.
4. Explain two possible causes of the problem
2 McCuiston, V, & A DeLucenay, "Organization Development Quality Improvement Process: Progress
Energy's Continuous Business Excellence Initiative.". in Journal of Business Case Studies (JBCS), 6, 2010.
3 McCuiston, V, & A DeLucenay, "Organization Development Quality Improvement Process: Progress
Energy's Continuous Business Excellence Initiative.". in Journal of Business Case Studies (JBCS), 6, 2010.

ILM Level 2 – Business Improvement Techniques
Assignment
Such continuous quality and performance improvement problems take place within the Specsavers
Company because of two possible causes explained under:
 Difficulty to recognise the processes on which the improvement efforts are greatly prioterised.
Though it is realised by the organization that there is no lack of good ideas regarding the
aspects that can be improved within the organization, still the organization is observed to fail
to prioterise them. The corporate strategy of the organization was not that clear and
improvement initiatives are not properly implemented within its corporate strategy as well as
business imperatives. A major contributor of this performance improvement problem is that
the company is facing difficulty in agreeing on priorities for implementing improvement
initiatives. Moreover, lack of employee engagement has also been observed in which no
change by employees have been enforced in business process improvement with their
commitment. Inefficient budget control issue took place in the company because of lack of
monthly reporting along with absence of proper implementation of “what-if” scenario
modelling fir decision making on investments and hiring process in the business expansion.
 Ill-suited process management tooling or inadequacy is resulting in the performance
improvement problems in the Specsavers company. The IT department of the company did
not follow the budget on bloated business process management applications that addressed
their automation goals.4 The company failed to realise that automation is a vital aspect of
process improvement and also did not align such tools with its different business
improvement needs. The process management tool used by this optical superstore failed to
capture, analyse, improve and deploy its valuable knowledge assets with its best efforts.
Focussed on such issue it can be stated that business process management tooling is required
for the company operate effectively. Poor team coordination issue took place because of the
reason that there is lack of adaptive planning in the company that leads to decreased visibility
within all its major performance metrics.
5. Explain how to address the problem using a recognised business improvement technique and/or tool
In order to deal with the business process and quality improvement issues faced by Specsavers
certain recognized business improvement technique is recommended to be implemented in the
company. Operational excellence Group development by the company is recommended as business
improvement technique in which specific task force is developed to enforce the business
improvement process. The business is also recommended to set up regular meetings along with
integrating the right team members that will also make sure that the team will engage the necessary
changes to bring about improvement. “Operational Excellence Group” must be implemented by the
optical superstore for maintaining effective process and flow technologies. In implementing this
business improvement technique, the company must also realise that their challenge is practical as
well as cultural because of which it is important to develop a team that in turn develop an effective
business process improvement action plan.
For dealing with the issue of improper budgeting the company can implement self-service financial
reporting technique that can be utilised by senior decision makers within the company. Moreover, the
corporate-wide planning must also be increased that can facilitate the company in making decision
with confidence within the data. In dealing with the issue faced by the company in team collaboration
for its business expansion process, Specsavers must consider developing an operating model that
can support its omnichannel approach through which it can develop new business partnerships.
Focussing on this business process improvement technique certain changes that must be
implemented by the company are explained under:
 Implementation of an effective management system must be considered that includes
policies, processes and procedures which will be common to all the operating units
 A single accreditation (LRQA) implementation in the business improvement process of the
organization must be considered
A common business process management platform is also important to be implemented in
“Operational Excellence Group” business improvement technique
4 Appuhami, R, "Exploring the relationship between strategic performance measurement systems and
managers' creativity: the mediating role of psychological empowerment and organisational learning.".
in Accounting & Finance, , 2017

ILM Level 2 – Business Improvement Techniques
Assignment
6. Outline one method they could use to measure the effectiveness of the proposed improvement tool
or technique
An effective method is used that can be used for measuring the effectiveness of the selected
improvement technique or tool is Quality Management System (QMS). This technique can be
implemented by Specsavers in measuring the implemented performance improvement technique. It
might also consider measuring the effectiveness of improvement tool through analysing its
effectiveness in maintaining its high quality and affordable optical and hearing care. This system also
facilitates in auditing the effectiveness of proposed improvement technique. This system will review
the process of all quality objectives that are to be met as a sub-component of the improvement
process initiative. Moreover, in this approach of TQM, the in-store infrastructure of the company will
include “Consumer Relationship Management” through which information regarding consumers eye
and ear test data along with their purchase data will be maintained for future use in making process
improvement decisions in future.
Employee performance in the workplace and quality records are to be analysed in order to observe
any positive changes after implementation of the performance improvement initiatives. Internal
quality audits can also be conducted under this measurement technique that will facilitate in
analysing how better-quality department system or quality management system of the company
operates. Third party inspections can also be carried out by Specsavers Optical Superstore in which
certification can be provided that will be attested with compliance to the ISO standards. This system
can also measure improvement tool effectiveness through analysing the product error rate focussed
on four elements such as materials, workers, machines and methods. Effectiveness of the proposed
improvement tool is deemed to be effective in case product error rate decreases gradually or else
the improvement tool is observed to be failed in resolving process improvement issue faced by
Specsavers.

ILM Level 2 – Business Improvement Techniques
Assignment
7. Outline the reason(s) for selecting an identified improvement
“Operational Excellence Group” is selected as the best business process improvement technique for
Specsavers for it is effective enough in identifying the problem, recognising the need to change and
recognising the aspects that the company needs to consider in making such change a success. This
improvement process is selected for the reason that it facilitates the company simplifying all its
improvement action along with generating a culture that can support the improvement initiative.
Such improvement recommendation of implementing “Operational Excellence Group” can be good
for selecting as it is user-friendly for the team members of the company in easily mapping their
consumer journey.
This improvement process can also facilitate in finding information based on processes, policies,
scripts and forms that is need in enhancing business process or assigned jobs to employees. The
improvement system will carry out testing and quality assurance at Specsavers through employing
onshore and offshore teams in the business process. This test team can carry out system and large-
scale integration testing through multiple legacy systems. This made sure that a particular version of
product data might be developed in the product data hub that can facilitate in distribution in all
downstream legacy systems. This can also facilitate in making sure that a single version of product
data might be maintained that can analysing zero functional defects from system testing and user
acceptance testing of spectacles.
8. Describe how the benefits of the identified improvement could be reported
The benefits from the identified improvement initiative can be attained through implementation of
suitable reporting technology. Focussed on the same, writing a memo or report on the improvement
initiatives taken by the Specsavers will facilitate in explaining the improvement of the business
processes. The use of concise, active and engaging language for preparing the report. The report for
explaining the benefits of recognised improvement initiatives taken by the company can be will be
presented through clear as well as concise writing. Business process improvement can also be
ensured through writing a business memo that can facilitate in getting the point across quickly
regarding the business improvement process followed in the organization. Reporting of the business
improvement techniques by the organization is conducted through representation of charts and
tables.
Continuous quality and performance improvement facilitate error reduction in offering services and
optical products will be reported in the annual report produced by the company. The philosophy of
continuous quality improvement also has the ability to make the business of Specsavers well
equipped for adapting to the changes within the industry in which it operates. Processes in the
organization that regularly follows continuous quality improvement and undergo incremental
changes and solutions regarding this might be reported through seminars and meetings of
employees. In continuously implementing process improvement changes reduced turnover can be
attained as the owners get capable in recruiting and training new workers. Such benefit can be
reported by the company through providing circulars all through the organization among the team
members.
The benefits of the identified improvement can be recorded based on format, audience needs and
different audiences all over the world. Consumers of the company expect to be able to purchase from
a retailer seamlessly across its any channel. Speeding up digitization through business collaboration
can facilitate the company in attaining benefit of grabbing attention of different consumers all across
the world.

ILM Level 2 – Business Improvement Techniques
Assignment
References
Appuhami, R, "Exploring the relationship between strategic performance measurement systems and
managers' creativity: the mediating role of psychological empowerment and organisational learning.".
in Accounting & Finance, , 2017.
McCuiston, V, & A DeLucenay, "Organization Development Quality Improvement Process: Progress
Energy's Continuous Business Excellence Initiative.". in Journal of Business Case Studies (JBCS), 6, 2010.
By submitting I confirm that this assignment is my own work

ILM Level 2 – Business Improvement Techniques
Assignment
MARK SHEET –: Business improvement techniques
INSTRUCTIONS FOR ASSESSMENT AND USE OF MARK SHEET
Assessment must be conducted with reference to the assessment criteria (AC). In order to pass the unit, every AC must be met.
Assessors will normally award marks for every AC and then total them into a percentage. However, for greater simplicity, there is the
option to not use marks at all and merely indicate with a ‘Pass’ or ‘Referral’ in the box (below right). In order to pass the unit every AC must
receive a ‘Pass’
Where marks are awarded according to the degree to which the learner’s evidence in the submission meets each AC, every AC
must be met, i.e. receive at least half marks (e.g. min 10/20). Any AC awarded less than the minimum produces an automatic
referral for the submission (regardless of the overall mark achieved).
Sufficiency descriptors are provided as guidance. If 20 marks are available for an AC and the evidence in the submission approximates to
the ‘pass’ descriptor, that indicates it should attract 10 marks out of 20, if a ‘good pass’ then ca. 15 out of 20. The descriptors are not
comprehensive, and cannot be, as there are many ways in which a submission can exceed or fall short of the requirements.
1. Learner named above confirms authenticity of
submission.
2. ILM uses learners’ submissions – on an
anonymous basis – for assessment
standardisation. By submitting, I agree that ILM
may use this script on condition that all
information which may identify me is removed.
However, if you are unwilling to allow ILM use your
script, please refuse by ticking the box: □
Learning Outcome / Section 1: Understand the importance of continuous quality and performance improvement within the workplace [32 Marks]
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass
result]
Assessor feedback on AC
[comments not necessary in every box]
AC 1.1
 Explain why
continuous quality
and performance
improvement are
important for an
organisation
Referral [ca.4/16] Pass [8/16] Good Pass [ca.12/16] Your answer is not clear and whilst you try
to inject some context in your answer it is
heavily based on theory of the referenced
material.
Please re-submit your answer using the
descriptors to the left of my feedback to
support with your answer and explain (an
explanation requires detail, especially
around how and why) in your own words
why continuous performance and quality
improvement are important for an
organisation and the impact of failing to
improve.
The bulk of all answers must be your own
work in your own words to demonstrate
understanding of the subject. If using
referenced material to enhance you answer
this must be in quotation marks, immediately
followed by reference to the author.
 Continuous quality and
performance
improvement are
discussed generically but
with no reference to their
importance
 The importance of
continuous quality and
performance
improvement for an
organisation is merely
described, as opposed to
explained or, if
explained, it is incorrect
 Explanation is given as to
why continuous quality
and performance
improvement are
important for an
organisation although the
explanation may be
limited and restricted to
either quality or
performance
improvement
 Detailed explanation is
given of why both
continuous quality and
performance
improvement are
important for an
organisation
 May include the impact
of organisations failing to
improve performance
and quality and examples
2/ 16
(min. of 8) Referral

ILM Level 2 – Business Improvement Techniques
Assignment
AC 1.2
 Explain how the team
could be
encouraged to
adopt continuous
improvement
techniques
Referral [ca.4/16] Pass [8/16] Good Pass [ca.12/16] Your answer does not read as an
explanation but as a description and whilst
peppered with Specsavers is mainly
referenced material.
Please re-submit your answer explaining
how the team could be encouraged to adopt
continuous improvement techniques, use
examples you have been involved
with/witnessed where you have had to
encourage a team to improve etc.
The bulk of all answers must be your own
work in your own words to demonstrate
understanding of the subject. If using
referenced material to enhance you answer
this must be in quotation marks, immediately
followed by reference to the author.
 Continuous
improvement
techniques are
explained but nothing
on their adoption by the
team
 The adoption by the
team of continuous
improvement
techniques is discussed
in general terms but
there is no explanation
of how they could be
encouraged to do so
 Explain how the team
could be encouraged
(e.g. through
involvement, training,
incentives, suggestion
schemes, positive role
models, etc) to adopt
continuous improvement
techniques
 Explain how the team
could be encouraged
(e.g. through
involvement, training,
incentives, suggestion
schemes, positive role
models, etc) to adopt
continuous improvement
techniques
 Examples given to
enhance explanation
2/ 16
(min. of 8) Referral
Assessment comments (optional): Verification comments (optional):
Learning Outcome / Section 2: Know how to use business improvement tools and techniques to continuously improve the workplace [44 Marks]
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass
result]
Assessor feedback on AC
[comments not necessary in every box]
AC 2.1
 Identify a problem
within the team or
own area of the
organisation
Referral [ca.2/8] Pass [4/8] Good Pass [ca.6/8] I cannot identify an explicit problem, you
mention technology and being behind in
technology but Specsavers is by their own
admission at the forefront of technology,
again I believe your answer is heavily
influenced by the theory of the referenced
material.
Please re-submit your answer identifying a
problem within the team or own areas of the
organisation.
The bulk of all answers must be your own
work in your own words to demonstrate
understanding of the subject. If using
 No problem within the
team or own area of the
organisation is identified
or what is identified is not
a problem but a routine
occurrence
 The problem is diffuse or
not clearly identified, or is
a group of problems
 A problem (i.e. a deviance
from plan or from the
norm) within the team or
own area of the
organisation is clearly
identified that is a
situation or matter that
presents difficulty
 A problem (i.e. a
deviance from plan or
from the norm) within the
team or own area of the
organisation is identified
and the
borders/parameters of
the problem are given
 A tool such as Cause
and Effect/Fishbone
Diagram, Pareto Chart,
Process Flow Chart,
Scatter Graph or a

ILM Level 2 – Business Improvement Techniques
Assignment
Control/Run Chart is
used for problem
identification referenced material to enhance you answer
this must be in quotation marks, immediately
followed by reference to the author.
1/ 8
(min. of 4) Referral
AC 2.2
 Explain two possible
causes of the
problem
Referral [ca.2/8] Pass [4/8] Good Pass [ca.6/8] Your causes are very generalised and I do
not see how they are causes as it is not
clear.
Please re-submit your answer in your own
words clearly explaining two possible
causes of the problem.
The bulk of all answers must be your own
work in your own words to demonstrate
understanding of the subject. If using
referenced material to enhance you answer
this must be in quotation marks, immediately
followed by reference to the author.
 Either no possible
causes or only one
possible cause of the
problem are explained
 Actual causes are not
given only a discussion
of the problem, its
history, its symptoms,
etc.
 Causes are merely
described with no
explanation of how the
cause leads to the
problem
 Two possible causes of
the problem are
explained although the
explanation may be
limited and the link
between the cause and
the problem may be
implicit and not totally
clear
 Two possible causes of
the problem are
explained in detail
 The connections
between the causes and
the problem effects are
made explicit and totally
clear
2/ 8
(min. of 4) Referral
AC 2.3
 Explain how to
address the
problem using a
recognised
business
improvement
technique and/or
tool
Referral [ca.4/16] Pass [8/16] Good Pass [ca.12/16] You have briefly discussed “Operational
Excellence Group” as a technique to
address the problem but I believe this is an
internal technique and your answer does not
flow, I cannot identify addressing the
problem or solutions.
Please re-submit your answer explaining a
recognised business improvement technique
to address the problem and identify
solutions.
 No explanation is given of
how to address the
problem using a
recognised business
improvement technique
and/or tool or an
explanation is given that
does not use a
recognised business
improvement technique
and/or tool
 Although it may be limited
in explaining how it
addresses the problem,
the use of a recognised
business improvement
technique and/or tool
(e.g. Lean Process
Improvement, Visual
Management, Kaizen,
Six Sigma, Quality
Circles, Quality
Improvement Groups,
Benchmarking, and
Problem Solving or
similar) is explained
 A full and accurate
explanation is given of
how to address the
problem using a
recognised business
improvement technique
and/or tool such as Lean
Process Improvement,
Visual Management,
Kaizen, Six Sigma,
Quality Circles, Quality
Improvement Groups,
Benchmarking, and
Problem Solving or
similar
 Creative ideas and
innovative solutions to
problems are given
2/ 16
(min. of 8) Referral

ILM Level 2 – Business Improvement Techniques
Assignment
AC 2.4
 Outline one method
they could use to
measure the
effectiveness of the
proposed
improvement tool or
technique
Referral [ca.3/12] Pass [6/12] Good Pass [ca.9/12] You have outlined a method that could be
used to measure the effectiveness of an
improvement tool. However much of the
description does not seem to relate to your
organisation e.g. cycle time improvements;
supplier development; request for quotation
turnaround times etc. and therefore I believe
this to be copy and paste.
Please resubmit your answer, in your own
words, outlining a method that relates to the
proposed improvement tool/technique that is
explained at AC2.3.
 No method is outlined
that could be used to
measure the
effectiveness of the
proposed improvement
tool or technique or if
outlined is done so
incorrectly or
inaccurately
 A monitoring method is
outlined as opposed to
a method to measure
the effectiveness
 One method is outlined
that could be used to
measure the
effectiveness of the
proposed improvement
tool or technique
 One method is described
in some detail that could
be used to measure the
effectiveness of the
proposed improvement
tool or technique
including e.g. success
criteria and evaluation
measures
2 / 12
(min. of 6) Referral
Assessment comments (optional): Verification comments (optional):
Learning Outcome / Section 3: Know how to communicate the benefits of the identified improvement for implementation [24 Marks]
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass
result]
Assessor feedback on AC
[comments not necessary in every box]
AC 3.1
Outline the reason(s) for
selecting an identified
improvement
Referral [ca.3/12] Pass [6/12] Good Pass [ca.9/12] Your answer is not clear and I cannot
identify reasons for selection.
Please re-submit your answer outlining the
reason for selecting the identified
improvement for the problem.
 No reason(s) are outlined
for selecting an identified
improvement
 A reason is outlined but
is inappropriate or
incorrect
 Reason(s) are outlined for
selecting an identified
improvement including
either financial costs and
benefits or non-financial
benefits
 Reason(s) are outlined
for choosing an identified
improvement and the
selection criteria for the
decision identified
 The factors that need to
be considered in making
decisions about a
proposed improvement
are outlined
 Reasons include both
financial costs and
benefits and non-
financial benefits
2/ 12
(min. of 6) Referral
AC 3.2
Describe how the benefits
Referral [ca.3/12] Pass [6/12] Good Pass [ca.9/12]
You have included how to report but not in
the context of the question.
 No description is given of  A description is given of
how the benefits of the  A detailed description is

ILM Level 2 – Business Improvement Techniques
Assignment
of the identified
improvement could be
reported
how the benefits of the
identified improvement
could be reported
 The improvements and
their benefits are
described but not how
they could be reported
identified improvement
could be reported
although the description
may be limited
given of how the
benefits of the identified
improvement could be
reported
 Different methods of
reporting to different
audiences are given with
examples to enhance the
explanation
 The described benefits
include both financial
and non-financial
benefits
Please re-submit your answer describing the
benefits of the improvement, what are they
and how they could be reported considering
audience needs, different audiences, format
2/ 12
(min. of 6) Referral
Assessment comments (optional):
Please re-submit AC’s 1.1;1.2;2.1;2.2;2.3;2.4;3.1 and 3.2
Verification comments (optional):
15 / 100 TOTALMARKS
Assessor’s Decision Quality Assurance Use
Outcome (delete as applicable):
REFERRAL AC’s
1.1;1.2;2.1;2.2;2.3;2.4;3.1 and 3.2
Signature of Assessor:
Cheryl Checkley
Date: 20.08.2018
Outcome (delete as applicable):
REFERRAL AC1.1; 1.2; 2.1; 2.2; 2.3;
2.4; 3.1 and 3.2
Signature of QA: S Robson
Date of QA check: 30/08/18