GET QUALITY UNIT 6.6 MANAGING QUALITY AND SERVICE DELIVERY ASSIGNMENT HELP SERVICE IN ATHE LEVEL 6 EXTENDED DIPLOMA IN MANAGEMENT!
Qualification - ATHE Level 6 Extended Diploma in Management
Unit Name - Managing Quality and Service Delivery
Unit Level - Level 6
Unit Number - Unit 6.6
Unit Credit - 10
Assignment Title - Managing Quality and Service Delivery
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Assignment
You are employed in a well-known management consultancy. You have been approached by an organisation that has concerns over aspects of its quality and service delivery.
Your initial brief for the senior management team of the organisation is to come up with a proposal on the process you will use, so that significant improvements can be achieved in quality and service delivery.
You plan to produce a written document for each member of the team and this will be distributed in advance of your meeting with them.
In carrying out this assignment you may use an organisation you have or currently work for or use another organisation of your choice. You must know this organisation well at a strategic level.
Your starting point is to identify stakeholders and how to meet their needs in service delivery.
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Assessment Task 1
• Identify different stakeholder groups and the expectations for each of these groups for service delivery
• Assess the impact of poor service quality for the organisation and stakeholders
• Analyse how the needs of the different stakeholder groups are met
The second section of your written document will cover how to manage the quality of service delivery. As there are many theories relating to quality you plan to meet in the first instance with a member of the senior management team to consider which will be most appropriate for the organisation.
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Assessment Task 2
Produce a hand out for this meeting which:
• Analyses the concepts of quality and quality standards in relation to service delivery
• Evaluate approaches to quality management in service delivery
• Explain how quality standards are set and monitored
Following the meeting you are now clear about the application of this theory to the organisation. The final section of your written document for senior managers will consider how to promote continuous improvement of service delivery.
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Assessment Task 3
• Analyse the concept of continuous improvement in service delivery
• Evaluate the need for continuous improvement in service delivery
• Explain how continuous improvement can be implemented
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Learning outcomes. The learner will:
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Assessment criteria. The learner can:
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Pass
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Merit
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Distinction
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1. Understand how to identify and meet stakeholder needs when managing quality and service delivery
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1.1 Identify the different
stakeholder groups in organisations and describe their
expectations for quality and service delivery
1.2 Evaluate the processes used in
organisations to identify stakeholder needs
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1 M1 Evaluate the importance of identifying stakeholder needs when managing quality and service delivery
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1 D1 Assess the
impact of poor quality and service delivery for the stakeholders of a named organisation
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2. Understand how to manage quality and service delivery
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2.1 Analyse the concept of quality when delivering a service
2.2 Review quality standards which can be used for measuring quality and service delivery
2.3 Explain how quality standards are set, monitored and maintained
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2M1 Assess approaches to quality management and service delivery
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2D1 Analyse the potential issues associated with embedding a chosen approach for achieving quality and service delivery
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3. Understand how to embed quality improvement and service delivery
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3.1 Analyse the role of
leaders and managers in embedding quality improvement and
service delivery
3.2 Explain the issues related to embedding continuous improvement and service delivery and propose possible solutions
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3M1 Evaluate the importance of continuous quality improvement in ensuring
organisational success
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3D1 Review the implementation of continuous quality improvement and service delivery in a named organisation
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