PC World: Improving Service Quality Through Effective Management

This report provides a detailed analysis of quality management and customer satisfaction within PC World. It begins by defining quality in business and service contexts, illustrating inspection and assurance processes, and discussing various quality management approaches, including theories from Deming, Juran, and Crosby. The report then explores customer satisfaction, continuous improvement, and added value, highlighting the importance of effective marketing and customer communication. Furthermore, it evaluates methods for measuring quality management, the benefits of user surveys, and consultation methods for under-represented groups. The role of self-assessment, communication, and record-keeping in determining PC World's 'state of health' is also examined, culminating in proposed systems and modifications to improve service quality. This document is available on Desklib, where students can find a wealth of study resources.

UNIT- 32
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Table of Contents
Introduction......................................................................................................................................4
TASK 1............................................................................................................................................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
D1 Evaluate the range of approaches discussed and link it with the theories.............................9
1.4 Explain the similarities and differences between the different methods.............................10
M1 Carry out a comparison of the features of the different methods discussed.......................11
TASK 2..........................................................................................................................................12
2.1 Discuss what is meant by customer satisfaction..................................................................12
2.2 Explain the meaning of continuous improvement...............................................................13
2.3 Illustrate the type of added values to be gained. Please use examples to demonstrate this.14
2.4 Describe the types of information made available to customers and the importance given to
effective marketing in PC World...............................................................................................15
Task 3.............................................................................................................................................16
3.1 Explain how quality management can be measured in PC World.......................................16
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs............18
D3 Conduct a survey to determine customer needs in Curry PC world evaluate the results....19
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3.3 List the methods of consultation employed in one quality scheme to encourage
participation by under-represented groups................................................................................24
M2 Comment on the application of the methods used..............................................................25
3.4 Identify the value of complaints procedures and analyse how they may be used to improve
quality........................................................................................................................................26
TASK 4..........................................................................................................................................28
4.1 Report on the role of self-assessment in order to determine PC World’s current ‘state of
health’........................................................................................................................................28
4.2 Evaluate the importance of communication and record keeping.........................................29
4.3 Follow guidelines on the stages of staff consultation necessary for effective
implementation of a quality scheme (Reflective report)...........................................................30
D2 Develop a plan for the implementation of a quality scheme in a particular department in
PC World...................................................................................................................................31
4.4 Propose new systems or modifications to existing systems that could improve service
quality........................................................................................................................................31
Conclusion.....................................................................................................................................32
References......................................................................................................................................33
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Introduction
This report discusses the different approaches to the operations of company. This report
elaborates the four parts in which first part discuss the approach in terms of quality management
that includes the quality and different methods of quality standards. In second part, it helps to
comprehend the aids of quality management in relation to services. It also provides the different
type of information that is available to customers for effective marketing. Third part discusses
the aspects of quality control and how they measure their quality performance in organisation.
Fourth part analyses the different principles in regard to the state of health and also emphasis the
role of self- assessment in company.
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TASK 1
1.1 Discuss definitions of quality in terms of business and services provision.
The definition of quality in terms of business is that production of the goods should be perfect
and must be up to the mark so that customers do not face any sort of issues with the new product
the purchase and also the name of the company does not get spoiled. Quality in terms of services
provisions is the quality of after sale services provided by the company to their customers. Being
the director of PC world it should be ensured that the company must give quality of services to
the customers as well as the quality of the business must be good for high profits in the market
(Mar, 2013).
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1.2 Illustrate the processes of inspection and assurance.
1. Please use the below points to be considered to draw a diagram on the process of
inspection and assurance
The different processes of inspection and assurance are as follows:
a. Quality Planning: The planning which is made in the organisation must be of a proper
quality which majorly focuses on customer satisfaction by manufacturing quality goods
which provides a high level of customer satisfaction.
b. Quality Control: In this process the services and production of the company are being
monitored and it is ensured that the quality of both of them are maintained and provided
well to the customers for better satisfaction.
c. Quality Management: This is one of the most important parts which is to be followed by
any company to provide good customer satisfaction. Having a quality management leads
to good working with the employees and this automatically maintains the high quality of
customer satisfaction (Master Control, 2018).
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Quality Planning
Quality Control
Quality Management

2. Then, explain these processes in the short report
The above diagram can be studied by linking the mentioned points with the quality of goods
produced by the company (PC World). If all of the above three strategies are followed then there
will not be any complaints regarding the quality of the products and there will be a high level of
customer satisfaction.
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1.3 Discuss a range of approaches to quality management that can be used in PC World.
PC World can use several approaches to quality management to ensure the quality of the goods
produced by them. PC world should make sure that their customer further does not face any sort
of difficulties after buying their products.
Quality Planning: The quality must be planned by PC World so that the quality of the services of
the organisation gets higher and customer does not face difficulties.
Quality Control: The quality of the products which are produced by PC world should also be
controlled so that the customer gets good quality of products and no complaints are lodged for
the quality of the products.
Continuous Quality Improvement: The quality of the products of PC World should continuously
increase so that if there is any sort of problem in older units they are not repeated again in new
units. This will increase the quality of goods produced.
1. Please explain at least 3 of the theories of quality management. Think of Deming Juran,
Feigenbaum, Crosby, Ishikawa.
Theory of quality management by various management consultants:
a. Deming: According to him the better feedback is most important which is obtained from
the employees who work accurately and perfectly. Also, he states that training is
important for employees so that changes can be done where it is needed.
b. Juran: He advice managers of the company to specify the quality problems which the
company is facing and try to solve the problems with the help of the employees of the
company.
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c. Crosby: He states that the management must note down the cost of wrong things so that
they can be avoided in future and company does not face the same expenses in future
(Cliffsnotes, 2016).
2. Discuss some of the approaches that PC world can implement
As from the above-mentioned scenario customers of PC World are facing quality issues with the
products of the company. The approaches which can be implemented in PC World are:
a. Maintaining quality of the products.
b. Controlling the cost of the products.
c. Quality of Planning.
d. Maintain after sale services of the company.
D1 Evaluate the range of approaches discussed and link it with the theories
The ranges of approaches which are discussed are Quality planning, quality control and
continuous quality improvement. These approaches can be linked with the three theories that are
discussed above. As according to Deming feedback is important, this can be related to
continuous quality improvement. Juran’s theory can be linked Quality control approach and
lastly, Crosby’s theory can be linked to quality planning so that the wastage can be controlled.
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1.4 Explain the similarities and differences between the different methods.
Similarities Differences
1. All of the methods are for the benefits
of the organisation.
1. The costs of all the methods are
different and some are expensive for
the organisation.
2. All of the methods increase the quality
and standard of the companies.
2. Application of all of the methods is
different as the concept of all of them is
different.
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M1 Carry out a comparison of the features of the different methods discussed.
The features of different methods are:
1. All of the methods are to increase the level of services and goods which are produced by
the company.
2. They are used so that the customers of PC World can gain the trust of the company in the
market and starts believing that the quality of goods of the company is increased and
better than before.
The features of all the methods are different:
In Quality Planning the planning is being done in the company that how the quality of the goods
can increases so that customers want to spend on purchasing the product.
In Quality Control, it is discussed that how the quality of the products be controlled and made
constant for the customers.
In continuous Quality Improvement, the quality is increased with every slot which is prepared by
the company for the customers (Meganj, 2014).
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TASK 2
2.1 Discuss what is meant by customer satisfaction.
Customer satisfaction is one of the major duties of an organisation. An organisation must make
sure that the customer is satisfied with their services or goods. The company must listen to the
problems if any of them is face by the customers. Also the needs and expectations of customer
must be fulfilled in every possible way by the company and their employees for customer
satisfaction. The company must understand its customers and should respect their needs and
wants. They should also make this sure that its customers are getting value for money and
company is able to produce good quality good for them (Birkett, 2018).
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