Unit 32 Quality Management in Business

Assessment Activity Front Sheet

This front sheet must be completed by the learner (where
appropriate) and included with the work submitted for assessment.

Learner Name

Assessor Name

Date Issued
7 October 2013
Hand in Date
13 December 2013
Submitted on

Qualification
Level 5 Edexcel BTEC Higher National in Business (QCF)
Unit 32
Quality Management in Business 15 credits
Assignment 1 will give learners the opportunity to achieve:
Learning Outcome 1 understand the different approaches to quality
management appropriate to commercial operations
Learning Outcome 2 understand the benefits of quality management in a
business and services context
Learning Outcome 3 understand a range of quality controls and how
service to the customer can be improved
Learning Outcome 4 be able to apply principles of quality management to
improve the performance of an organisation


Criteria
reference
To achieve the criteria the evidence must
show that the learner is able to:

Task
No
Page
numbers
1 a) discuss the definitions of quality in terms
of businesses and services provision
b) illustrate the processes of inspection and
assurance
c) discuss a range of approaches to quality
management
d) explain the similarities and differences
between the different methods


2 a) discuss what is meant by customer
satisfaction
b) explain the meaning of continuous
improvement
c) illustrate the type of added values to be
gained
d) describe the types of information made

Unit 32 Quality Management in Business


available to customers and the
importance given to effective marketing

3 a) explain how quality management can be
measured
b) evaluate the benefit of user and non-user
surveys in determining customer needs
c) list the methods of consultation employed
in one quality scheme to encourage
participation by under-represented groups
d) identify the value of complaints
procedures and analyse how they may be
used to improve quality


4 a) report on the role of self assessment in
order to determine an organisations
current state of health
b) evaluate the importance of
communication and record keeping
c) follow guidelines on the stages of staff
consultation necessary for effective
implementation of a quality scheme
d) propose new systems or modifications to
existing systems that could improve
service quality



Learners Declaration

I certify that the work submitted for this assignment is my own

Learner signature: Date:



Unit 32 Quality Management in Business


Level 5 BTEC Higher National in Business
Unit 32: Quality Management in Business
Assignment 1 Quality Management in Business
Purpose
The purpose of this assignment is to provide a framework within which the
learner can:
understand the different approaches to quality management appropriate to
commercial operations
understand the benefits of quality management in a business and services context
understand a range of quality controls and how service to the customer can be
improved
apply principles of quality management to improve the performance of an
organisation
Scenario
As part of your advice and training for organisations you are required to consider
approaches to quality management. In a professional context, you are required to
apply principles of quality management to help to improve the performance of business
and service providers.


Task 1 Quality Management, methods and benefits

You will need to produce a report/ portfolio having evaluated different approaches
to quality management. In your report you must discuss the definitions of quality in
terms of business and services provision, identifying the main similarities and
differences between different methods having discussed a range of approaches to
quality management and outlined the quality schemes illustrating the processes of
inspection and assurance.
You will need to discuss what is meant by customer satisfaction, explain the
meaning of continuous improvement, illustrate the type of added values to be
gained and describe the types of information made available to customers and the
importance given to effective marketing.

This provides evidence for 1a, b, c, d, 2a, b, c, d











Unit 32 Quality Management in Business


Task 2 Quality Controls

As part of your personal portfolio you should explain how quality management can
be measured and explore a range of quality controls, assessing information made
available to customers. You should evaluate the benefit of user and non-user
surveys in determining customer needs, methods of consultation in one quality
scheme to encourage participation by under-represented groups and the value of
complaints procedures and how they may be used to improve quality.


This provides evidence for 3a, b, c, d






Task 3 Applying quality management principles to improve performance

Again within your portfolio of work you should identify the role of self assessment in
order to determine the health of a business organisation, evaluate the importance
of communication and record keeping, explain the stages of staff consultation
necessary for effective implementation of a quality scheme and propose new
systems or modifications to existing systems that could improve service quality.



This provides evidence for 4a, b, c, d







Your work should be handed in by (insert date)

Assessment feedback will be provided by (insert date)










Unit 32 Quality Management in Business


GRADE DESCRIPTORS UNIT 32 QUALITY MANAGEMENT IN BUSINESS

GRADE DESCRIPTORS INDICATIVE CHARACTERISTICS FEEDBACK
The learner must: The learners evidence shows:
MERIT:


M1 Identify and apply strategies to find
appropriate solutions
Relevant techniques, theories and processes in respect to
quality management have been applied
Effective judgements eg covering communication and
record keeping or consultation of stakeholders have been
made
Different variables in relation to the quality schemes have
been fully explored and explained
Use of effective study and wider reading has been
reflected






M2 Select/design and apply appropriate
methods/techniques
An appropriate range of techniques have been applied
and justified
Sources of information are varied and appropriate
The selection of measures of business improvement and
quality techniques reflect appropriate learning has taken
place






M3 Present and communicate appropriate
findings
Appropriate structure and approach has been used
Logical and coherent arguments have been presented
Technical language accurately used
Methods of presentation are appropriate for a good range

Unit 32 Quality Management in Business


of audiences





DISTINCTION:


D1 Use critical reflection to evaluate own
work and justify valid conclusions
Synthesis has been used to justify valid conclusions
The validity of approach has been judged and reflects self
evaluation
Recommendations for effective learning and development
have been clearly outlined against defined characteristics
for success particularly in relation to proposing systems
that could improve quality







D2 Take responsibility for managing and
organising activities
Independent thinking demonstrated
Evidence of planning and structuring evaluations and
explanations is reflected
The importance of interdependence of variables eg in
investigating the effectiveness of quality schemes have
been recognised
Minimal tutor guidance sought



D3 Demonstrate convergent/lateral/creative
thinking
Self evaluation has taken place
Creative thought and ideas generation reflect the
application of lateral thinking and innovation