Critically apply and evaluate the concepts and principles of total quality management in different commercial environments.

Quality Management
Assignment Requirements

Book: Exceptional Service Exceptional Profit:
Leonardo Inghilleri & Micah Solomon(2010)
Six Sigma, Pareto chart, Three- function systems model/EFQM and others

Learning Outcomes:

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1. Critically apply and evaluate the concepts and principles of total quality management in different commercial environments.

2. Critically evaluate a range of quality management tools and techniques to both diagnose the effectiveness of and improve systems and processes.

3. Incorporate and evaluate in a critical manner quality initiatives in the implementation of business objectives.

4. Critically evaluate and problem solve using the underpinning research of quality management.

The word count excludes the title page, executive summary, reference list and appendices. Where assessment questions have been reprinted from the assessment brief these will also be excluded from the word count. ALL other printed words ARE included in the word count. Printed words include those contained within charts and tables, the appendices if relevant.

Include table of contents, sub headings and page numbers.

You must use the Harvard Referencing method in your assignment and a full bibliography in Harvard format.. Maximum word count: 3000 words, Please note that exceeding the word count is likely to result in a reduction in grade.

You should address all the elements of the assignment task listed below. Additional marks are awarded for the good use of theory and the supply of additional information from academic research and journalistic sources.

Recommended Book :Inghilleri, L & Solomon, M. (2010) Exceptional Service, Exceptional Profit: The Secrets of Building a Five-star Customer Service Organization.

Assignment Task:

You have been appointed as the Director of Quality within an organisation of your choice. Following your initial appraisal of quality within the organisation you have decided to develop an action plan to establish an effective quality management system by addressing the following questions. Your response can be based on an organisation you are familiar with or an appropriate case study.

Question 1

Critically assess the extent to which quality initiatives have been integrated into the organisation’s business objectives and strategy. To what extent have these been effective? (25%).

Question 2

Identify a range of suitable quality management and measurement tools and techniques that you could use to analyse the effectiveness of the organisation’s systems and activities and explain how you would use them to do that.

Critically evaluate the strengths and weaknesses in the tools and techniques for their intended application. (45%)

Question 3

Select one of the quality gurus (for example Deming, Crosby, Woodruff, Drucker or Juran) and critically evaluate their ideas as a potential basis upon which to build your new quality management system. (30%

Guidelines: You MUST underpin your analysis and evaluation of the key issues with appropriate and wide ranging academic research and ensure this is referenced using the Harvard system. . Additional notes: Students are required to indicate the exact word count on the title page of the assessment.


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