Scenario

James Dolphin, a sole trader, started ‘Coffee on the Go’ in 2012.  He noticed a growing trend for office workers and people travelling for business and pleasure to purchase takeaway speciality coffees.  He decided to open a chain of coffee bars in town centres and main transport hubs.  During the first few years, sales steadily increased but in the last 12 months, the business has not increased in size and James is unclear about the reasons for this stagnation.

James recognises that this is a very competitive market and would appreciate advice on how to manage quality in the organisation, as he believes this is critically important.

James has asked you to act as his business adviser.  He has set out three tasks for you to complete.

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Task 1

James is preparing a training session for his coffee bar managers. He would like to hold a session on quality management.

You have been asked to prepare 3 or 4 information sheets which James can issue at the training event.

The information sheets must include:

1. an evaluation of theories of quality management used by organisations
2. a comparison of the effectiveness of approaches to quality management used by at least two different business organisations
3. a discussion on the need for continuous improvement in organisations.

LO1 Assessment Criteria 1.1 1.2 1.3

In order to achieve a Distinction, you must also:

Evaluate the impact of external factors on quality management in organisations.

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Task 2

James would like you to prepare a business report to be presented to the managers that considers the importance of quality control and quality assurance to organisations.

In order to help managers gain full understanding of the contents of the report James has requested that you use a business organisation with which you are familiar.  This will provide actual examples and aid their understanding.

The report needs to:

1. differentiate between quality control and quality assurance
2. discuss how your chosen business organisation uses quality control and quality assurance systems

LO2 Assessment Criteria 2.1 2.2

To achieve a Merit your report must evaluate the impact on organisations of failing to maintain and improve quality.

LO2 2M1

To achieve a Distinction you must add an additional section to the report which:

Reviews systems and suggests modifications that could improve quality in a stated organisation of your choice.

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Task 3

James would like to understand the impact of organisational performance and culture on quality management.  He has set up a meeting with you and in preparation you need to produce detailed notes which will support the discussions:

1. assess the role of self-assessment in determining an organisation’s current performance
2. analyse the impact of organisational culture on quality management
3. discuss how culture in organisations may be changed to ensure effective quality management.