Task 1 Scenario 1

A (1.1)

Quality

Quality itself has been defined as fundamentally relational: 'Quality is the ongoing process of building
and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.'

Service provision

The act of performing a task for a business or person that wants or requires it in exchange for acceptable
compensation. A business that specializes in some form of service provision usually needs to
have qualified staff members on hand that are regularly available to perform the services that
it offers to consumers.

Quality in terms of business and service provision

The business and service organization is profited by selling their products and services. To keep the
quality of the products and services these companies must practice the quality management. The quality
must be including in all steps of production process of product or service. The best quality is key concept
to improve sales as well as marketing tool. The quality is key element of Competition in the market.

The organization is manufacturing products. The product must be capable to fit for use, confirm the
manufactures requirements. And also meet its intended purpose as planned by the business
organization. As same as the organization is service provided one, then the service must be fit to the
requirements of the company, it must meet the intended purpose of a particular service of the company
and confirm its requirements.

B (1.2)
Different processes are used in inspection and assurance of quality. Some of them are given below:

Quality Planning: It is the process which determines how to satisfy the particular quality standards by
identifying the quality standards along with the products and services which produce in the organization.
It identifies the policies, standards, product descriptions etc. Then to verify the present quality levels and
to discover the gap between the identified quality standards and present situation, it uses benchmarking,
cost benefit analysis, flowcharts and design experiment methods .In the final stage it establish quality
management plan, checklists and input to other processes.

Quality Assurance: It is the process where regularly overall production performance is evaluated and it
also assures the productions agreement in terms of quality standards. Quality Assurance is the nuts and
bolts of successfully running any hotel. Even the most effective and efficient financial manager in the
industry will not live up to their true potential if their product quality and services are not seen as a critical
foundation of success. For evaluating overall production performance quality planning tools, techniques
and quality audits are used.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 1
Quality Control: Here products and services are monitored to determine if they conform to related quality
standards and to remove the poor performance of the production method, identifying is the way. After
monitoring, to identify poor performance of the production process quality control methods of
inspections, pare to diagrams, control charts, flowcharting, statistical sampling, and trend analysis are
used. After identification of the problem improvements are done by changing plan, ding rework etc. as
quality progress decisions of quality control scheme.

Total Quality Management: Here to maintain the specific quality standards quality improvement
programmes are implemented within the organization. In all stages of production process like planning,
training, field testing, auditing etc. quality programmes are maintained and among the staffs who are
working in the organization.

C (1.3, 1.4)

Deming
Demings 14 Points on Quality Management, a core concept on implementing total quality management,
is a set of management practices to help companies increase their quality and productivity.

1. Create constancy of purpose for improving products and services.

2. Adopt the new philosophy.
3. Cease dependence on inspection to achieve quality.
4. End the practice of awarding business on price alone; instead, minimize total cost by working with a
single supplier.
5. Improve constantly and forever every process for planning, production and service.
6. Institute training on the job.
7. Adopt and institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations and targets for the workforce.
11. Eliminate numerical quotas for the workforce and numerical goals for management.
12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit
system.
13. Institute a vigorous program of education and self-improvement for everyone.
14. Put everybody in the company to work accomplishing the transformation. (asq)

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 2
Jurans 10 steps to quality improvement are:

1. Build awareness of opportunity to improve.

2. Set-goals for improvement.
3. Organize to reach goals.
4. Provide training
5. Carryout projects to solve problems.
6. Report progress.
7. Give recognition.
8. Communicate results.
9. Keep score.
10. Maintain momentum by making annual improvement part of the regular systems and processes of
the company. (qualitymanagement)

Crosbys 14 steps to quality management:

1. Management commitment
2. The quality improvement team
3. Quality measurement
4. The cost of quality
5. Quality awareness
6. Corrective action
7. Zero defects planning
8. Quality education
9. "Zero Defects Day"
10. Goal setting
11. Error-cause removal
12. Recognition
13. Quality councils
14. "Do it over again"

The Three Approaches Differences

There are a number of differences between the three approaches. Differences affecting use of
measurement, goal setting, supplier relationships and leadership activities are discussed here. Meeting
customer needs and "expectations" about a product or service are paramount to implementing quality,
improvements.

Deming gives greater emphasis than do his counterparts to quantitative method and statistical methods
as a means of analyzing and improving the production process. He uses measurements of process
variation to determine whether processes are stable and capable.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 3
DEFINITION OF QUALITY CROSBY DEMING JURAN

Defined by conformance to requirements. X

Defined by fitness for use and customer requirements. X

Defined by the current and future needs of the customer. X

USE OF MEASUREMENT

Views the monetary cost of quality as the focus of measurement. X X

Places emphasis on statistical thinking and statistical methods. X X

GOAL SETTING

"Defect-free" products and services are the ultimate goal.

Stresses individual conformance to requirements. X

Puts emphasis on company-wide goals and the deployment of goals. X

Opposes the use of goals and quotas to manage work. X

SUPPLIER RELATIONSHIPS

Favors the practice of reducing the number of suppliers. X X

Favors the practice of using a single supplier when possible. X

LEADERSHIP ACTIVITIES

Urges the creation of an activity where management and employees

Reaffirm their commitment to quality. X X

Defines leadership roles and responsibilities but does not provide a X

"cookbook" approach to implementation.

TRAINING

Targets training to help managers develop a new organizational culture. X

Targets training toward quality management practices and X

problem-solving techniques.

Targets training towards leadership practices. Addresses the need for X

education and training for enhancing knowledge and developing skills.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 4
QUALITY IMPROVEMENT

Emphasizes prevention to meet specifications. X

Uses three quality-oriented processes (planning, control, and

improvement) to achieve improvements. X

Views the organization as a system and applies the scientific method X

to optimize the system. Uses statistical methods to monitor variation.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 5
 Task 2 Scenario 1

A (2.1)

Customer Satisfaction

The customer is the most important person of the business and service organizations. These
organizations manufacturing goods and services to full fill the requirements of the customers. The
organizations existence is depends on the customer satisfaction. The products and services must be
able to meet the customers expectations by the product and service. The product and the service must
be value its price paid by the customer. The customers are attracted to the best quality products and
services.
After consuming product or service the customer is satisfied and, the customer thinks to buy the same
product or service again, then product or service represents best quality. Then the customer has
confidents to buy other new arrivals. Due to best quality some trademarks are more popular. These
products and services satisfy the customers in higher level.

(2.2)

Continuous improvement is a method for identifying opportunities for streamlining work and reducing
waste. The practice was formalized by the popularity of Lean / Agile / Kaizen in manufacturing and
business, and it is now being used by thousands of companies all over the world to identify savings
opportunities.

(google)

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 6
B (2.3)

Added Value
Businesses add value to goods and services by modifying them in a particular way to create a new
product of greater value to customers.

Quality Added Value

Quality added value is basically adding convenience, ease of use or other desirable characteristics that
customers value. For example, turning a commodity into a branded product or design enhancements
like pull tabs for easy opening or sipper tops on beverage bottles.

Environmental Added Value

Environmental added value employs methods or systems that do not harm the environment or are less
harmful than those commonly used. For example, using less electricity, using less fuel and using recycled
material for packaging.

Cause-related Added Value

Cause-related added value is a social marketing strategy where businesses contribute part of the
revenue from a product or service to a cause. For example, a business may donate a percentage of
revenue from each transaction to a cause such as an educational facility for disadvantaged children or a
wildlife sanctuary.

Cultural Added Value

Cultural added value is also a social marketing strategy that employs methods or systems of production
involving cultural aspects or allow for the needs and sensitivities of cultural groups. For example,
producing kosher food or using a combination of English and the language of other ethnic groups in a
community in written communications. (suite)

C (2.4)

If an organization wants to implement the Quality Management procedures, they will have to make
some following information available to the customers. This will consist of giving information like
business opening and closing times to customers so they can reach the organizations in business hours.
The location should be made cleared to the customers so they would not hesitate coming to business
without any fear of getting lost or not finding the address.
There should be no Price discrimination, the price list should always be available to the customers
because everyone has to spend according to their budget, and with the pricelist available to them they
will always comeback to buy things which comes within their budget.
Giving out brochures and promotional materials will help the organization in raising awareness within
the customers. Better means to communication with the customers should encouraged such as online
pages and advertisements, which will reduce the costs of organizations and will also help to reach
customers more efficiently.
The customers should be informed by the organization that they are targeting all the groups and they
have solutions for every particular customer needs. The customers should have awareness that they are
really getting what they have paid for, which will be the value for money. The customer satisfaction
plays a vital role in business Quality Management procedures.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 7
 Task 3 Scenario 2

A (3.1)

Forticrete can measure its Quality Management using various approaches. Total Quality Management
(TQM) is one of them it is a process that business can achieve a Quality adopting a philosophy within the
organization. It should increase its competiveness in production of the housing material and roofing
products. They could adopt an organizational culture for growth; offer a productive working
environment to employees, dividing the workforce in teams and groups to reduce stress of work to
make tasks simple and interesting.

Other approach is employee involvement (EI). Employees of forticrete can be seen as having innovative
ideas on how to amend work Quality and as wishing to do a good job. Employees can import their
thoughts and monitor the work Quality themselves by making self-managing work teams. They will be
expected to figure out how to fulfill a job without any help.

Failure testing is a professional test, a product undergoes various tests and examine when and how a
error occurred. It can also use statistical process control (SPC) that is a probability method in which
sample of a product is tested to evaluate the perfection of the output procedure. The characteristic of
the product must meet the required characteristic to meet customers satisfaction.

Forticrete can use technological advancements by adopting latest production techniques to eliminate
waste to reduce costs and extend profits. As discussed in the scenario the company has implemented
international Quality standards ISO 9001:2000 in late 2001 that cause some key changes in their system
they have become paperless office that is eliminating the use of paper and converting all documents in
digital softcopy format with computerized system. This process saves cost, its easy to use,
documentation, data and files stored are secured they can be backup, communication is made easier.

They also acquired new intranet system that is all the computers are connected to each other within the
organization this make access to information easier and data sharing within organization easier.
Secondly they placed more focus customers to the centre of the business as customers satisfaction is
top of the list of any business, the business ensures that their housing material, roofing product are of
high Quality to meet the customers requirement and minimum chances of errors are expected.

Forticrete can also measure its current performance comparing it with their past performance through
keeping a track record; they should evaluate their performance on the bases of numbers of customer
complaints, their feedback and their satisfaction level. They should benchmark their production line to
set a specific standard and every housing material and roofing equipment produced should be up to that
standard.

To evaluate and check the effectiveness of these important measures, the business should timely check
its financial reports to examine its Profitability and Return on Investments.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 8
 B (3.2)

User survey

Process of discovering whether or not a company's customers are happy or satisfied with
the products or services received from the company. May be conducted face to face, over the
phone, via email or internet, or on handwritten forms.

Benefits of user survey

The first surveys target is the users of Forticrete. The survey with their users helps Forticrete
understand their actual strengths and weaknesses. The respondents are using the products, thus their
answers will be relevant. With the relationship with the sellers and consumers, the voice of users will
represents the demand and needs for Forticrete products. Move over forticrete will use internet survey
as a main tool to do survey. So the people who actually use these products will have the opportunities
to see this survey higher than others. It means users survey has the response rate higher.

Benefits of non-user survey

Besides the user survey, Forticrete can also use non-user survey. Non-user survey can be usually in
marketing research, but its also very useful. Because they arent current customers of Forticrete, they
will let the company know why they dont buy Forticretes products. From these information, Forticrete
-can know why they arent goods as their competitors. Thus, Forticrete will have the strategy to fulfill
the distance between their actual products with the customer need. Moreover, using non-user survey
shows that Forticrete care about their customers need. This will make costumers want to use Forticrete
products.

C (3.3)

Several methods can be used for encouraging participation of under-represented groups. Some of them
are given below:
Form surveys: A form should be designed to get quick reply from under-represented groups as well as
should be help to identify the nature of the replies and under-represented groups should be encouraged
to participate in this survey. Their expectations, requirements and problems can be revealed by
analyzing these forms.
Telephone surveys: expectations, requirements and problems of under-represented groups can be
measured by telephone survey and it is an effective tool.
Interviews: A person may be selected from the under-represented groups randomly for interview.
Group interviews: Another effective way of consultation with under-represented groups is group
interviews or group discussions which help to analyses the situation.
Mail surveys: Some people may be selected from the under-represented groups and to get their
response pre-paid envelops can be sent with a set of questions requiring short answers.
Electronic surveys: This method is like to the mail surveys, here e-mail is used to send the
questionnaires.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 9
D (3.4)

To satisfy customers their service Forticrete apply some or other complaints procedures. This also
provides them chance to identify about the faults of service. Weakness point of a service is identified by
customers. Forticrete can identify their low quality point when the rate of complaints recorded against a
service. For planning and employing quality management practices these data can be used. Forticrete
can improve their services after identifying the faults service. Sometimes customers may complain
against staffs who provide service to them, and then Forticrete may improve employees quality by
proper training.

Nothing is as welcoming as being treated with dignity and the utmost respect by a friendly and attentive
customer service representative. An employee who exemplifies good customer service skills will prove
beneficial to Forticrete through interaction with clientele. Customer service can be provided by a person
or automated by means of self-service, such as on Internet sites. A challenge to this is ensuring that
customer service representatives have focused attention on the right areas.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 10
 Task 4 Scenario 2

A (4.1, 4.2)

Self-assessment can be implemented in organizations at various prospects for example employee

selection; career progression, training and development.
Development plans and goals are geared up to compete with several other industry standard
organizations.

The objectives of the company should be defined for all the management in the organization, the
achievements of the company should be evaluated as it shows companies performance. The future
targets of the company should be accessed through their importance.

The companies are in a continuous race to lead in quality. They want to overcome all limitations
hindering their quality standards. There are certain awards and prizes that companies aim to attain to
develop their repute and image in the sight of customers and market.

Deming prize is a global award that known for quality standard in production. The businesses achieve it
through implementation of Total Quality Management technique and producing zero defect products.
European Foundation for Quality Management (EFQM) is an award providing authority that evaluates
the European business on the basis of applying the principles of Quality, the award holding companies
are highly specialized and innovative in their way of production maintaining benchmark Quality.

Malcolm Baldrige National Quality Award (MBNQA) is awarded to the firms in United States that have
implemented successful quality management systems. Awards can be given annually in six categories:
manufacturing, service, small business, education, healthcare and nonprofit. The award is named after
the late Secretary of Commerce Malcolm Baldrige, a proponent of quality management. The U.S.
Commerce Departments National Institute of Standards and Technology manages the award, and ASQ
administers it.

These awards help the firms to assess their position and have an idea that where they stand, identifying
gaps and looking for their solutions. Achieving these award would impress upon the firms stakeholders,
it would develop customer value through developing and maintaining long lasting relations, it would
gain more opportunities to learn and create innovations.

Communication is the life blood of an organization. Communication plays a significant role in connection
with quality issues. Communication is an important means of realizing quality. There is strong
relationship between good communication and successful quality implementation. Although
communication has always been key requirement of good management, it's even more important in the
implementation of total quality management.
Total quality management depends on communication that flows in all directions up, down and laterally.
Internal and external customers have to let know suppliers what they need. Suppliers have to let know
their customers what they can realistically provide.
IBM is a good example of TQM organization that recognized the importance of communication in its
quality attempts.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 11
Record keeping is fundamental in any quality-management system. Compounding use a quality-
management system that is based on the Good Compounding Practices, which emphasizes the necessity
and therefore the importance of maintaining records. However, the activity of recording without
conducting further data analysis does not assure continuous improvement of the preparations, services,
and of the system itself.

B (4.3)

For growth and development of all type of organization, people related with it need to exchange views
and ideas by talking with each other, exchange commands and discuss plans. For any organizations
success communication and consultation with staffs can be considered as the lifeline. It is also vital for
implementing any tactical plan together with quality schemes. For appropriate functioning of quality
management systems the communication and consultation should be encouraged at all levels. Top
management should not hesitate to consult and communicate with a ground level staff, because ground
level stuffs are the people who will convert top managements vision into reality. Top management must
always to convince them that they are not ordered, they are part of the organization. By neglected by
the top management normal staff may feel apathy, which may greatly affect the quality.

C (4.4)

The key to improving service is motivated employees. Ensure that all the individuals in your business not
only know what you expect of them, but also have a vested interest in the business. Your staff must
know why you want to keep customers happy, how to do it and also be motivated by you to perform
quality service.

Learn to listen to your customers first. Really listen to them and ask what you can do to help
them. This is the most important step in preventing problems, and the only way you can solve
complaints if they come up .Better communication is a key step to recognizing and rectifying any
negative flows in customer satisfaction.
Look at all complaints about your service as an opportunity to improve. Aim to resolve any
complaint quickly and efficiently. A mutually beneficial resolution should always be the desirable
outcome.
Establish an environment where great service is recognized and rewarded and poor service is
challenged and rectified.
Have weekly fun staff meetings where both the good and bad service elements are
discussed. Open discussion should be encouraged to promote suggestions from staff.
Ensure that your staff feel they are an important part of your success.
Lead by example. Show respect for every person at every level in your company.
Do things regularly to improve the workplace. This does not have to be an expensive exercise.
Give your staff a reason to come to work with a big smile on their face and a great
attitude. Paying them competitive wages so they can live comfortably in the area is a good start.
The customer service industry is rampant with poor pay and the jobs are pretty difficult at times.
Be sure you show your employees you care by giving them a decent wage.

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 12
 References

Asq.org,. (2015). Deming's 14 Points - Total Quality Management - ASQ. Retrieved 1 April 2015, from
http://asq.org/learn-about-quality/total-quality-management/overview/deming-points.html

Clift, L. (2015). Added Value Definition and Types of Added Value. Suite. Retrieved 16 April 2015, from
https://suite.io/lee-clift/3g0e2d8

Google.com.pk,. (2015). quality improvement - Google Search. Retrieved 16 April 2015, from
https://www.google.com.pk/search?q=quality+improvement&es_sm

The Chartered Quality Institute, E. (2015). Continual improvement - Chartered Quality

Institute.Thecqi.org. Retrieved 1 April 2015, from http://www.thecqi.org/Knowledge-
Hub/Resources/Factsheets/Continual-improvement/

The Process Excellence String of Ariadne,. (2012). RQTC: the 4 types of value-added activities. Retrieved
1 April 2015, from https://thepexstringofariadne.wordpress.com/2012/09/17/rqtc-the-4-types-of-
value-added-activities/

Total Quality Management,. (2009). Dr. Joseph Juran. Retrieved 1 April 2015, from
https://totalqualitymanagement.wordpress.com/2009/06/07/dr-joseph-juran/

Name: WALEED BIN TARIQ

Unit Name: 32. QUALITY MANAGEMENT IN BUSINESS
Assessor Name: ADNAN ELAHI Page | 13