Quality in Customer Focused Operations
INDIVIDUAL TASK
This assignment is designed to enable you to show an
understanding of how your customer’s expectations of your
processes, services and products are being delivered.
To enable you to describe a business process using the Input,
Transformation Activities, Output model format; useful for critically
analysing any process for opportunities for improvement.
It will require you to conduct a review of the literature in the
subject area of Quality management. Specifically, how the purpose
of quality management systems is to represent and deliver the
expectations of customers within the business processes.
Following this review of your processes and the academic literature
you will be expected to identify a shortcoming in one of your own
processes and propose a solution. This should take the form of the
improvement changes you would like to make and the challenges
you think will have to be overcome.
Within a report format answer the following questions:
1. Establish the scenario for the assignment by selecting an
organisation and preparing a description of
a) The main products and services provided by the organisation
b) Who are the main customers?
c) What are the order qualifiers for the organisation?
d) What are the order winners for the organisation?
(5% of word count)
2. Describe three operational processes that are needed to deliver
those products and services to the customers. Use the Process
Mapping framework that requires you to identify
• Input Resources
• Transforming activities
• Output products/Services
(30% of word count)
3. Prepare a review of the literature on the subject of Quality
Management as a reflection of customer expectations. Discuss the
authors, their views on the subject and their frameworks describing
the concepts, applications and benefits available to business in
general and appropriate for an organisation similar to the type you
have chosen.
Consider at least 8 journal articles no older than 10 years
(45% word count)
4. For your chosen organisation, identify the gap(s) that might exist
between customer expectations and operational delivery/design.
Propose a plan of action to resolve the problem, to correct the gap
between the expectation and perception.
What would you expect to be the challenges that would have to be
overcome for the implementation to be a success?
(20%word count)

 

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The Essay
 
Students will grow in their knowledge and understanding of the subject material as we progress through this module. To this end students are expected to reflect on each week’s learning and apply it to their chosen company using a personal journal function in Nile. Journal entries must be submitted as appendix to the assignment. Students can lose up to 10% of the total available marks where regular thoughtful journals were not kept
 
In writing the essay students would be expected to refer to company group reports and accounts, analysts’ and company reports from trade and other journalsand relevant theory. 
 
Choose one company from the list below:
 

• Atkins plc (chosen company)
• Balfour Beatyplc
• Carpetrightplc
• Easyjetplc

 
 
Critically analyse the company with specific reference to models theories and techniques explored in the module.
 
Your essay should include the following information about the company:

1.    Description including: size, turnover, industry, market share, key markets, sourcing of raw materialsand other relevant information. 2.    Important financial trends for this company over 5 years. 3.    Corporate and financial actions related to the international nature of the company including major developments over recent years. Comment on key areas of strength or weakness with reference todegree of competition, geographical location, financing and implications.

1000 words

Key element: Critically analyse the company with specific reference to model theories and techniques explored in the module.
 
Learning Outcome
 
To produce well-argued and critical appraisals on a wide area of the subject material and to demonstrate detailed knowledge on at least one area of the syllabus.
 
The written work should demonstrate a clear understanding of the research in the field of study.
 
Max length 2500 words.
 
The written assignment will be submitted through NILE.
Marking Criteria

Achievement of the Assessment Brief (To what extent does the work address the task set?)

·         Independent thinking and critical reflection

·         Overall achievement of learning outcomes

Content and Analysis

·         A good understanding of the theories and arguments relevant to the essay

·         A logical linkage to related literatures and critically evaluating alternative theories and/or empirical evidence

·         Use of appropriate models, concepts and theories in empirical analyses

·         Appropriate use of diagrams and illustrations

·         Originality of the study

Structure and presentation

·         A clear and coherent structure of the essay

·         The quality of language, e.g., punctuality, spelling and grammar, and using an appropriate academic standard

Referencing and Accuracy

·         Use of the Harvard reference system properly in the main text and references

 

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