Quality management in Business

Understand the different approaches to quality management appropriate to commercial operations
· discuss definitions of quality in terms of business and services provision
· illustrate the processes of inspection and assurance
 discuss a range of approaches to quality management·
 explain the similarities and differences between the different methods·
Understand the benefits of quality management in a business and services context
· discuss what is meant by customer satisfaction
 explain the meaning of continuous improvement·
 illustrate the type of added values to be gained·
 describe the types of information made available to customers and the importance given to effective marketing·
Understand a range of quality controls and how service to the customer can be improved
· explain how quality management can be measured
 evaluate the benefit of user and non-user surveys in determining customer needs·
 list the methods of consultation employed in one quality scheme to encourage participation by underrepresented groups·
 identify the value of complaints procedures and analyse how they may be used to improve quality·
Be able to apply the principles of quality management to improve the performance of an organisation
· report on the role of self-assessment in order to determine an organisation’s current ‘state of health’
 evaluate the importance of communication and record keeping·
 follow guidelines on the stages of staff consultation necessary for effective implementation of a quality scheme·
 propose new systems or modifications to existing systems that could improve service quality·
Understand the impact of socio-economic change on the development of commercial organisations in a business and services industry context
· discuss the structure and operation of the UK economy
 analyse current government economic policy and its effect on business and services industries·
 discuss income, wealth, employment and occupational distribution in relation to the provision of business and services operations·
 assess demographic trends that influence employment patterns in business and services industries·
 analyse the social structures of people employed in business and services industries·
Understand the effect of legal and political environments on business and service industries
· discuss the structure, operation and influence of local government
 evaluate the role and influence of the EU, and its impact on business and services industries·
 assess the role of pressure groups and their political influence in relation to national and local issues·
 analyse the legal framework within the UK, identifying the main differences between the English and Scottish systems·
 evaluate the legislative process as it affects services industries at local and national level·
Understand statutory requirements for establishing and developing business and services operations
· assess the different types and characteristics of business that operate within the business and services sector
 discuss the legal processes necessary for formation and dissolution of a registered company·
 analyse the structure and processes which determine the responsibilities and control within a registered company·
Understand the focuses of the business - choose a well-known local business or an international business.
     analyse the objectives of a particular business
     explain factors that impact on that business
     determine potential improvements to that business organisation and/or operation
Be able to develop plans for businesses
 review the effectiveness of that business
 develop plans to improve that business, justifying their value
Be able to evaluate and develop skills of management and staff
  evaluate the current skills of management and staff in that business
  devise and justify plans for the development of skills for those management and staff


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