Evaluate the benefit of user and non-user surveys in determining customer needs

Quality Management in Business
Paper details:
Quality Management in Business NOTES: 1. TABLE OF CONTENTS 2. GOOD INTRODUCTION 3. EXCELLENT BODY REPORT WITH DIAGRAMS 4. GOOD CONCLUSION 5. REFERENCES ALSO NOTE THAT ALL QUESTIONS MUST BE ANSWERED AND EXPLAIN DEFINE AND DISCUSS ACCESS AND EVALUATE ALL QUESTIONS WHERE NECESSARY AND WITH DIAGRAMS WHERE NECESSARY. Report Task 3: Report You have applied for a position as a manager in a hospitality organisation (hotel pubs restaurant etc) you have been invited for interview and as part of the selection process you have to produce a draft copy of an article focusing on quality controls and customer service improvement. Your task is to conduct research to investigate customer requirements and address each of the following points: A Explain how quality management can be measured (3.1) (WRITER SHOULD ALSO EXPLAIN == Understand a range of quality controls and how service to the customer can be improved. Measurement of quality: systems documentation procedures for all operations evaluating own procedures comparisons with past performance/future plans (business aims and objectives) competitors industry standards priorities for action benchmarking emphasis of approach e g Statistical Quality Control quality circles TQM six-sigma) B Evaluate the benefit of user and non-user surveys in determining customer needs (3.2). If you use critical reflection here to evaluate your own work and justify valid conclusions you will achieve D1. (WRITER SHOULD ALSO EXPLAIN == User and non-user surveys: profile of users and non-users regularity of visits facilities used likes dislikes preferences suggestions expectations/perceptions of service barriers to access action required encouraging and converting non-users) C List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups (3.3). To achieve M2 select/design and apply appropriate methods/ techniques. (WRITER SHOULD ALSO EXPLAIN == Consultation: questionnaires (distributed internally/externally) suggestion schemes complaints procedures focus groups open meetings direct approach to group leaders and groups) D Identify the value of complaints procedures and analyse how they may be used to improve quality (3.4) (WRITER SHOULD ALSO EXPLAIN ==Complaints: distribution of forms (send out/collect) internal/external framing questions customer friendly/IT friendly easy to analyse areas for improvement response time period for remedial action communication with complainants measurement of customer satisfaction) Task 4: Report Scenario You have been appointed as a Quality Manager in the Holiday Inn London group of hotels. The company is losing profits due to the global economic crisis. You have been requested by the senior management team of the company to prepare a report explaining the concept of Quality Management Systems to be used as a training manual on management development courses. Your report should include all of the following points. A Role of self -assessment in order to determine an organisations current state of health (4.1). From your research if you present and communicate appropriate findings you will achieve M3. (WRITER SHOULD ALSO EXPLAIN ==Self-assessment: validity of self-assessment egg subjective bias one dimensional; judgment based on current practice comparison e g with past performance of organization against competition against benchmarks for future; comparisons with similar organizations and industry standards) B An evaluation of the importance of communication and record keeping (4.2) Keeping (WRITER SHOULD ALSO EXPLAIN == Communication and record keeping: importance of communication across whole organization (vertical/horizontal) establishing agreement through consultation notifying actions required currency accuracy and relevance of records kept comparison with historical data similar organisations elsewhere industry standards record keeping) C Show how guidelines should be followed on the stages of staff consultation necessary for effective implementation of a quality scheme (4.3) (WRITER SHOULD ALSO EXPLAIN == Staff consultation: setting the scene explaining rationale (objective of quality scheme) processes involved requirements and commitment from staff communication and reporting mechanisms keeping team updated and engaged implementation feedback and review) D Propose new systems or modifications to existing systems that could improve service quality (4.4) (WRITER SHOULD ALSO EXPLAIN ==Service improvements: application of concepts documentation administrative processes for communication applying standards monitoring action on improvements performance indicators response times feedback and review) E Write a paragraph to show how you took responsibility for managing and organising activities in this task to achieve D2.
Quality Management in Business
NOTES:
1. TABLE OF CONTENTS
2. GOOD INTRODUCTION
3. EXCELLENT BODY REPORT WITH DIAGRAMS
4. GOOD CONCLUSION
5. REFERENCES
ALSO NOTE THAT ALL QUESTIONS MUST BE ANSWERED AND EXPLAIN DEFINE AND DISCUSS ACCESS AND EVALUATE ALL QUESTIONS WHERE NECESSARY AND WITH DIAGRAMS WHERE NECESSARY.
Report Task 3: Report
You have applied for a position as a manager in a hospitality organisation (hotel pubs restaurant etc) you have been invited for interview and as part of the selection process you have to produce a draft copy of an article focusing on quality controls and customer service improvement. Your task is to conduct research to investigate customer requirements and address each of the following points:
A Explain how quality management can be measured (3.1)(WRITER SHOULD ALSO EXPLAIN ==Understand a range of quality controls and how service to the customer can be improved.Measurement of quality: systems documentation procedures for all operations evaluating own procedures comparisons with past performance/future plans (business aims and objectives) competitors industry standards priorities for action benchmarking emphasis of approach eg Statistical Quality Control quality circles TQM six-sigma)
B Evaluate the benefit of user and non-user surveys in determining customer needs (3.2). If you use critical reflection here to evaluate your own work and justify valid conclusions you will achieve D1.(WRITER SHOULD ALSO EXPLAIN ==User and non-user surveys: profile of users and non-users regularity of visits facilities used likes dislikes preferences suggestions expectations/perceptions of service barriers toaccess action required encouraging and converting non-users)
C List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups (3.3). To achieve M2 select/design and apply appropriate methods/ techniques.(WRITER SHOULD ALSO EXPLAIN ==Consultation: questionnaires (distributed internally/externally) suggestion schemes complaints procedures focus groups open meetings direct approach to group leaders and groups)
D Identify the value of complaints procedures and analyse how they may be used to improve quality (3.4)(WRITER SHOULD ALSO EXPLAIN ==Complaints: distribution of forms (send out/collect) internal/external framing questions customer friendly/IT friendly easy to analyse areas for improvement response time period for remedial action communication with complainants measurement of customer satisfaction)
Task 4: Report
Scenario
You have been appointed as a Quality Manager in the Holiday Inn London group of hotels. The company is losing profits due to the global economic crisis. You have been requested by the senior management team of the company to prepare a report explaining the concept of Quality Management Systems to be used as a training manual on management development courses.
Your report should include all of the following points.
A Role of self -assessment in order to determine an organisations current state of health (4.1). From your research if you present and communicate appropriate findings you will achieve M3.(WRITER SHOULD ALSO EXPLAIN ==Self-assessment: validity of self-assessment egg subjective bias one dimensional; judgment based on current practice comparison eg with past performance of organization against competition against benchmarks for future; comparisons with similar organizations and industry standards)
B An evaluation of the importance of communication and record keeping (4.2)Keeping (WRITER SHOULD ALSO EXPLAIN ==Communication and record keeping: importance of communication across whole organization (vertical/horizontal) establishing agreement through consultation notifyingactions required currency accuracy and relevance of records kept comparison with historical data similar organisations elsewhere industry standards record keeping)
C Show how guidelines should be followed on the stages of staff consultation necessary for effective implementation of a quality scheme (4.3)(WRITER SHOULD ALSO EXPLAIN ==Staff consultation: setting the scene explaining rationale (objective of quality scheme) processes involved requirements and commitment from staff communication and reporting mechanisms keeping team updated and engaged implementation feedback and review)
D Propose new systems or modifications to existing systems that could improve service quality (4.4)(WRITER SHOULD ALSO EXPLAIN ==Service improvements: application of concepts documentation administrative processes for communication applying standards monitoring action on improvements performance indicators response times feedback and review)
E Write a paragraph to show how you took responsibility for managing and organising activities in this task to achieve D2.


 

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