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
1

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
2

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
3

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.
4

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).
5

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).
6
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.
7

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.
9

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.
10

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).
12

2.2 Explain the meaning of continuous improvement.
The efforts made by the organisation in order to improve the quality of products, its services and
the process of working come under continuous improvement.
The above-mentioned diagram states continuous development which says first you need to
identify the area of improvement. Then the plan should be made accordingly to improve. Further
the plan which is made it must be executed in order to improve. Finally, it should be reviewed
and checked that whether the identified problem is resolved or not (Leankit, 2018).
13
The Continuous
Improvement
Cycle
Identify
Plan
Execut
e
Review

2.3 Illustrate the type of added values to be gained. Please use examples to demonstrate
this.
The types of added values which are to be gained are:
1. Lower Costs: The Company must make this sure that the cost of the production is
lowered down so that they can maximize the profit which they earn. E.g. lowering down
the cost of goods will automatically increase the profit as the margin in the product will
be more.
2. Reduced Waste: This is a step which should be taken by every company to save the
environment by reducing waste which is done by them which manufacturing goods. E.g.
If the waste is done by companies are controlled then the environment will not get
polluted and this will save the nature.
3. Reducing need for support activities: The Company must make sure that they reduce the
support activities so that if in future their support is removed then their production and
working does not hamper. E.g. use of machinery must be increased so that even if there is
less labour then also the work is not much affected by absence of them.
4. Customer Loyalty: The Company must majorly focus on getting customer’s loyalty so
that more and more customer’s starts building up their trust with the company and the
company grows naturally with the time. E.g. the quality and everything which customer
requires must be best so that customer starts believing the company more and suggests
the same to others also (Thacker, 2018).
14

2.4 Describe the types of information made available to customers and the importance
given to effective marketing in PC World.
The types of information which are made available to the customers are:
a. Opening Time: The customers are informed about the opening time of the store for the
purchase of goods.
b. Location: The location of the store is shared with its customers so that they can easily
reach over there.
c. Price Lists: This is one of the important information which is to be made available to the
customers so that they get to know about the price of the product of their need.
d. Value for money: The customer must not feel cheated and they must feel the value for the
money. This will build up their trust for the company and its products.
e. Creating a true image: True image of the company must be made in front of the
customers. The customers should not be diverted by showing fake side of the company
this may lead to loss of a customer and its faith in the company.
The importance is given to the marketing in PC World because due to current failure of
satisfying customer has already been harmful to the company. Now the company must focus on
its marketing to build up their trust again in the market.
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Task 3
3.1 Explain how quality management can be measured in PC World.
1. What is quality management?
Quality management safeguards that a group, service or product is consistent. It includes
the quality reassurance, quality development, and quality control and quality
improvement. It concentrated not only on merchandise and service quality but also on the
resources to attain it.
2. How can PC world measure their quality management?
PC world can measure their quality management through various factors:
Procedure for all operations: In this phase, there is set of instructions that are compiled
by the organisation to help the workers to carry out the complex operations. This
procedure helps to measure the quality, output and performance.
Evaluating own procedures: Procedures and policies help to guides the business, by
reviewing the procedures periodically, the PC company ensures the best practices that
helps to improve the quality management in organisation.
Comparison: To measure the quality management data of past performance must be
compared with present performance and it is necessary to create the new plans and
procedure that helps to attain the objectives in organisation(APM, 2017).
Benchmarking: It is the performance metrics that compare the performance of business.
It supports the planning, selection and delivery of projects. The main aim of
benchmarking is to measure the performance by using the unit of measure.
Approaches: there are different approaches that help to measure the quality management
in Pc World. They can be in form in statistical quality control, quality circles, TQM, Six
Sigma.
 Statistical quality control is the method that helps to maintain and monitor the
quality of products and services.
 Quality circles, is a group of workers that perform the same work and meet to
analyse, identify and solve the problems.
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 TQM is total quality management helps to improve the quality of work that helps
to encourage the teamwork.
17

3.2 Evaluate the benefit of user and non-user surveys in determining customer needs.
1. What is a survey
Survey is a technique of collecting material from persons; they can collect information
through survey, phone, by mail and from internet. Survey provides the source of data that
helps the PC Company in obtaining information.
2. Explain the benefits of using survey to determine customer needs.
Survey helps to gather information through different methods, through survey, the needs
of customer can be determined. It can be determined by different factors such as:
 Status of users and non-users, this states that how much users can use the product
of PC company and non-users are those who did not use the product frequently,
the PC company determines the needs of customer by the profile of users.
 By visiting regularly and by purchasing the product from the company helps the
company to determine the needs of customer. The members of company record
the data of users through which they can easily survey about the product.
 A number of facilities given by the company to their customers helps to determine
the needs of customers.
 The company can encourage the non-users by developing the variety of products
and innovating the new forms of services and products, that helps to determine the
needs of customer.
 PC Company evaluates the needs of customer by knowing their taste and
preferences that help to make them to their business wide(Bizfluent, 2017).
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D3 Conduct a survey to determine customer needs in Curry PC world evaluate the results.
Q1:
Q2:
19

Q3:
20

Q4:
21

Q5:
22

The above data shows the evidence of Curry PC. The curry PC deals with the variety of products
such as washing machine, laptops etc. It innovates the variety of products and satisfy the needs
and wants of customers. The responses are collected from different people in organisation that
says that curry PC fulfill the needs of customers and provide the facilities to their customers to
achieve the goal of organisations.
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3.3 List the methods of consultation employed in one quality scheme to encourage
participation by under-represented groups.
There are different methods of consultation that helps to encourage the participation of groups.
Questionnaires: In this, different questions are framed and their responses are filled by a
different number of persons that helps to encourage the participation in company.
Suggestions schemes: Different schemes are set down in a company which states that if the
customer is using the product, then they will give the response by using that product, if there is
any negative factor, and then in that case they provide the suggestions to the company.
Complaint procedures: Company set the different plans and procedures for maintaining the
standards, if there is a defect in the product the customer has opportunity to file the complaint by
following the procedure.
Open meetings: Meetings and conferences are organised in PC Company, through meetings
there is involvement of different members in organisation they share their ideas and thoughts that
help in process of consultation in organisation.
Approach to leaders: In this, the members of company approach directly to their leaders and
group of leaders regarding their issues the leaders consult these matter with other members this
provides the consistency in organisation(Mokiou, et. al., 2018)
24

M2 Comment on the application of the methods used
The different survey methods are used by PC company such as questionnaires, meetings,
procedures this all helps the company to collect to collect the data and provides the reliable
information. By using the survey methods, the company can know the actual value of products
and services that are used by the customer, this can lead in the effective decision-making
process(Ross, et.al., 2018).
25

3.4 Identify the value of complaints procedures and analyse how they may be used to
improve quality.
1. Explain the importance of complaint procedures
Complaint can be handled by people who have the knowledge and skill to resolve the
complaints in organisation. By adopting the different procedures of complaint, the
members of company can collect the different information that helps the company to
frame the different questions. Complaint procedures help to analyse the different areas
and communicate with complainants to resolve their problem. They provide the action for
the members of company and measure the needs and wants of customer to satisfy them.
2. Analyse how they may be used to improve quality
Figure: Surveys
Source: market direction smr, 2016.
The above picture shows the surveys, which states that company can do a survey for collecting
the information through different modes such as questionnaries, mail etc.
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Figure: Complaint procedure
Source: rcboe.org, 2018.
Complaint can be given by employees to their company, to handle the complaints different
procedures are carried out. A knowledgeable and skill person has ability to handle the problem
and provides the solution to their employee.
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TASK 4
4.1 Report on the role of self-assessment in order to determine PC World’s current ‘state of
health’.
1. Explain the role of self-assessment in order to determine PC World’s current ‘state of
health’.
Self-assessment includes the self-judgment, self-observation and self-evaluation reaction. Self-
assessment is the capability of a health worker to reveal his or her own performance to recognise
the learning needs, to evaluate the performance and to reinforce the skills or behaviour in order
to improve the performance. Self- assessment is subjective which states that we view ourselves
that will be not same as other view. It can be biased as self- assessment prefers the way of us not
the way of others that creates the biasness for the company. It is based on the current plan and
practices of company (Goetsch and Davis, 2014).
2. How can comparisons be effectively be used to determine the above
By comparing the different factors, the self- assessment can be used effectively. For example, a
comparison can be done with the past- performance, which states that the self- assessment of
member can be compared with the past performance of organisation this helps to know the
correct performance of employees at the present time. Self- assessment can be compared though
different benchmark that helps to evaluate the performance of a standard. The assessment of
health can be compared with the same organisations and with the give standards that help to
identify the performance.
28

4.2 Evaluate the importance of communication and record keeping.
Communication is the process of sending and receiving information in organisation.
Communication can be in any form vertical and horizontal that provides the information to the
members of company. Through communication the management can share their ideas and views
in organisation that leads to the process of decision making. Record keeping is the vital function
of organisation that maintains the list of activities, financial dealings, placing the documents in
files. By keeping the Records in company, the relevancy and accuracy can be maintained and it
helps to set the different standards. It also helps to compare the data with other organisations
(Ross, et. al., 2018).
29

4.3 Follow guidelines on the stages of staff consultation necessary for effective
implementation of a quality scheme (Reflective report).
Consultation means to share information on time; staff consultation provides the opportunity for
expressing the views in organisation. For effective implementation, the manager has to function
the process of staff consultation that helps the organisation. It can be done through by setting the
scene which states that the scenario must be there that helps the members in the consultation.
Different objectives can be explained so that the members can work in effective and efficient
manner. The staff members must be engaged and updated with the new policies and standards
that help them in effective implementation. There should be a proper hierarchy of
communication between the management so that all members can communicate in easy and
proper way. The employees of PC company provides the proper feedback to the organisation , so
that changes can be done easily.
30

D2 Develop a plan for the implementation of a quality scheme in a particular department
in PC World.
Plan can be developed by using different methods. It includes the design, design of products and
services can be done in a better manner so that, quality can be improved and more number of
customers can use that product. There should be development of the product, it can be developed
according to the needs of customers so that they satisfy and that helps to achieve the goal of
company.
4.4 Propose new systems or modifications to existing systems that could improve service
quality.
Systems can be improved through different service improvements that help the organisation to
improve the service quality. There should be application of concepts which states that company
should use different types of applications that helps to manage the data and provide the better
services. Different standards are applied to set the performance of employees and provide the
action for improvements. Different performance indicators are set up that determines the value of
employees which states that how company achieves the business objectives. The employee
should perform their work and give the response in time that helps the management to improve
service quality(Cussins, 2018).
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Conclusion
In the above report the discussion is about how to uplift the PC World. According to the above
scenario the company has lost all of its reputation in the market by providing poor quality of
products and services. In the report the steps to uplift the organisation is discussed. Also different
studies of management are discussed in details so that PC World can again build up its reputation
in the market. Theories of different scholars are discussed in details which can help the company
to re-gain the old status. Also things which are to be avoided in future are mention in details
which will be very beneficially for the organisation in dealing with future customers.
32

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