Contents

• This report is based on the following scenario -
• SCENARIO:
• For the Purpose of this assignment you are required to choose an organisation operating locally or internationally, and to apply your answers relating to Quality Management, to this organisation. You have been given the opportunity to discuss the organisation of choice with your Unit Lecturer and ideally you
• should use this organisation for the purpose of this assignment.

Description

This report is based on the following tasks -
TASK ONE
Give a brief description of the organisation you have chosen and explain why they believe in the philosophy of Quality Assurance and how they express this in their Mission and Vision.
a) Explain, by giving TWO simple examples, how the organisation distinguishes between Quality assurance and Quality control (inspection)
b)The quality culture requires everyone’s involvement and commitment to quality management. How is this manifested in the organisation you have chosen? Give at least TWO examples.
TASK TWO
Gaps in quality are continually sought and identified by Quality management. These are the result of facts of quality designed by the organisation as oppose to the perception of the customer/consumer, which may indeed defer.
a) How does the organisation which you have studied, use functional integration to reduce perception gaps? Give at least one example.
b) Give ONE applied example to show how management measures (a measurement tool) perception gaps.
c) Give THREE instances when these gaps have been experienced by the organisation as a result of differences between fact and perception.
TASK THREE
Continuous improvement is at the heart of Quality Assurance (QA)
a) Show how this is applied by identifying ONE process, describing it, illustrating it (map it) and describing how it connects to other processes. Explain how and in which circumstances it can be continuously improved.
b) Specification sheets and Service Level Agreements (SLA’s) are intended to be updated as a result of a QA Philosophy. Explain the importance of such a process and how this is done within the framework of a continuous improvement philosophy within your organisation of choice.
Indicative Word Count: 300 words
The consumers/Customers have their own ways to measure the level of Quality of outputs of the organisation you have chosen. Give FIVE examples to show how they measure quality.
Indicative Word Count: 300 words
Identify THREE KPIs relating to QUALITY MANAGEMENT within your chosen organisation
a) How does each one contribute to the organisation’s strategy
b) How does each KPI help to narrow down the Customer Expectation Gap
Indicative Word Count: 400 words
TASK FOUR
The consumers/Customers have their own ways to measure the level of Quality of outputs of the organisation you have chosen. Give FIVE examples to show how they measure quality.
TASK FIVE
Identify THREE KPIs relating to QUALITY MANAGEMENT within your chosen organisation
a) How does each one contribute to the organisation’s strategy
b) How does each KPI help to narrow down the Customer Expectation Gap
TASK SIX
Analyse THREE contributing theories pertaining to the TQM Philosophy and extract THREE similarities and THREE differences in your analysis. Apply the theories to the organisation you have chosen and show how the theories are used so that the organisation may look beyond the quality standards it has developed so that it can achieve a continuous cycle of improvements.
Indicative Word Count: 500 words
TASK SEVEN
Quality Management Systems (QMS) are applicable within a manufacturing as well as a service environment. Analyse their presence and relevance within the organisation you have chosen.
a) Analyse the QMS of your chosen organisation by giving one applied example relating to one process of manufacture
b) Analyse the QMS of your chosen organisation by giving one applied example relating to one process of a Service
Indicative Word Count: 400 words
TASK EIGHT
The chosen organisation most certainly deploys many resources to keep abreast of customer satisfaction ratings.
a) Analyse the resources (minimum of three) deployed and how they operate.
b) Analyse the efficiency of the documentation used, how it escalated up the chain of command and how it acts as a feedback loop to direct management in their decision making process.
Indicative Word Count: 500 words
TASK NINE
Aiming to exceed customer expectation is not an easy matter and sometimes not a possibility for an organisation. Synthesise in relation to your scenario and evaluate the repercussion of the following
a) Under delivering with respect to customer needs
b) Delivering according to the needs and expectation of the customer
c) Exceeding customer needs.
d) In relation to the situations mentioned in a) b) and c) state what
management has done to regain lost customers. Give at least four initiatives relating to Quality Management which were implemented by management.
Indicative Word Count: 500 words
TASK TEN
To improve the overall measures of Quality Management at functional level management must design an Audit Plan and implement it.
a) Explain how the Plan was designed including all its features and criteria.
b) Explain how the audit plan was implemented.
c) Evaluate the effects of the Audit Plan on the organisation and how
it has added value to its processes, products and services.