Harriet is fully aware of the need to keep up to date in order to compete with the major brands. You have been asked to provide Harriet with specialised support and guidance on the management of her quality and service delivery. Task 1

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Assignment

Harriet Beach owns The Sticky Pudding Factory, a small food manufacturer supplying puddings to retailers, restaurants and other food outlets and to customers through a small retail outlet and online.

Harriet is fully aware of the need to keep up to date in order to compete with the major brands. You have been asked to provide Harriet with specialised support and guidance on the management of her quality and service delivery.

Task 1

You must produce an information booklet on the management of quality and service delivery for Harriet and her staff. The booklet can be presented in any format but you must:

Analyse the different stakeholder groups in organisations and their expectations for quality and service delivery
Analyse the processes used in organisations to meet stakeholder needs
Assess the impacts of poor quality and service delivery for the stakeholders of a named organisation
Analyse the concepts of quality when delivering a service
Analyse quality standards which can be used for measuring quality and service delive
Explain how an approach to quality management can be implemented in an organisation

Task 2

Harriet has asked you to prepare a guide on how to embed quality improvement and service delivery in organisations.

The guide must include the following:

An analysis of the role of leaders and managers in embedding continuous quality improvement and service delivery
An analysis of the issues related to embedding continuous improvement in quality and service delivery and propose possible solutions

Learning outcomes

AC1.1 The learner must analyse a range of stakeholders for organisations and their expectations. The learner might focus on organisations which are related to the context provided for the assignment. However, this is not to the exclusion of stakeholder groups for other organisations. Examples from both private and public sector organisations should be provided.

AC1.2 The learner will continue with an analysis of how quality and service delivery needs of stakeholders are met within organisations.

AC1.3 The learner will assess the impact of poor quality and service delivery for the customers of a named organisation.

AC2.1 The learner must analyse the concept of quality when delivering a service.

AC2.2 They must analyse the quality standards that can be used for measuring quality and service delivery considering themerits and weaknesses of different standards. The learner must explain with clarity and in detail how quality standards are set, monitored and maintained. Appropriate practical examples should be used throughout.

AC2.3 They should explain how an approach to quality management can be implemented in an organisation using examples to illustrate their answers. They should look at how standards are set, audit and feedback mechanisms.

AC3.1 The guide should provide detailed analysis of the different roles of leaders and managers in embedding quality improvement and service delivery.

AC3.2 The analysis of the issues related to embedding continuous improvement should be clear and detailed. The possible solutions must be directly related to the issues identified. Practical examples to support the description could be drawn from a business that the learner has researched or knows well from personal experience and where there is a comprehensive working knowledge.