Level 5

Higher National Diploma in Business

BUSI 309 Quality Management

Term Assessment 1

Issue date: 27/05/12 Submission Date: 21/06/12 Submit your assignment online through NIVE Learning Management System by 11.55pm on the due date

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Assessment Title: Quality Management in business Author: Haneefa Sulaiman Internal Verifier: Tim Gallon Approval Date: 27/05/12 Assessor: Haneefa Sulaiman Signature:

Purpose The purpose of this assignment is to provide evidence of the learners understanding the conceptof quality and quality management in business .

Learning Outcome/Assessment Criteria LO 1 . LO 1 LO 1 LO 1 LO 2 LO 2 LO 2 LO 2 LO 3 LO 3 LO 3 LO 3 LO 4 LO 4 LO 4 LO 4 P1.1 P1.2 P1.3 P1.4 P2.1 P2.2 P2.3 P2.4 P3.1 P3.2 P3.3 P3.4 P4.1 P4.2 P4.3 P4.4 M1 M2 M3 D1 D2 D3 discuss definitions of quality in terms of business and service provision illustrate the process of inspection and assurance discuss a range of approaches to quality management explain the similarities and differences between the different methods discuss what is meant by customer satisfaction expalin the meaning of continuos improvement illustrate the type of added values to be gained describe the types of information made available to customers and the importance given to effective marketing explain how quality management can be measured evaluate the benefit of user and non user surveys in determining customer needs list the methods of consultation employed in one quality management scheme to emcourage participation by underrepresented groups. identify the value of complaints procedures and analyse how they may be used to improve quality. report on the role of self assessment in order to determine an organisation's current 'state of health' evaluate the importance of communication and record keeping. follow guidelines on the stages of staff consultation necessary for effective implementation of a quality scheme. Propose new systems or modifications to existing systems that could improve service quality identify apply strategies to find appropriate solutions select/design and apply appropriate methods and techniques present and communicate appropriate findings use critical reflection to evaluate own work and justify valid conclusions take responsibility to managing and organising activities demonstrate convergent/lateral/creative thinking

Plagiarism / Student Declaration All learners at NIVE shall demonstrate academic honesty by avoiding plagiarism. Plagiarism is deliberately presenting another persons work as ones own without acknowledging the original source. A Referral grade will be awarded for plagiarized work and learners who continually plagiarize will be subject to disciplinary action. In submitting this assignment you confirm that you have read and understood the meaning of plagiarism and the assignment submitted is your own work.
Assignment Brief/April 2012 Page 2 of 5

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Scenario Quality Management and Business Process Manager Dubai Maritime Authority announced the above position for an immediate appointment. You are one of the shortlisted candidates after completing the preliminary interview. In order to become eligible for the final interview and selection you need to submit a written statement on quality management. Include the definitions and meaning of quality management
(P1.3) (P1.1) (P1.2)

, the process of inspection and assurance

, a range of approaches to quality management .

, and similarities and differences between the different methods

(P1.4)

Task 1 (P1.1, 1.2, 1.3, 1.4) Prepare a quality paper and include the points mentioned above with an objective of securing the selection.

Background Jumeirah Group, the Dubai-based luxury hospitality company and a member of Dubai Holding, operates a world-class portfolio of hotels and resorts. Jumeirah Hotels & Resorts includes: Jumeirah at Etihad Towers in Abu Dhabi Burj Al Arab Jumeirah Beach Hotel Jumeirah Emirates Towers Jumeirah Zabeel Saray and Madinat Jumeirah in Dubai Jumeirah Dhevanafushi and Jumeirah Vittaveli in the Maldives Jumeirah Himalayas Hotel in Shanghai Jumeirah Frankfurt in Germany Jumeirah Carlton Tower and Jumeirah Lowndes Hotel in London Jumeirah Essex House in New York

Jumeirah Group also runs the luxury serviced residences brand Jumeirah Living, the spa brand Talise, Jumeirah Restaurants, Wild Wadi Waterpark, The Emirates Academy of Hospitality Management and Sirius, its global loyalty programme. The group organisations and its sister properties are very keen on implementing and achieving the standards in quality management as required of ISO 9001:2000. The Quality Management Team of Jumeirah ensures success of thier ISO certification throughout the group. Its quality standards are consistently applied throughout the group and any changes to them are communicated in a logical and formal way. www.jumeirah.com

Task 2 (P2.1, 2.2, 2.3, 2.4) Discuss the benefits of quality management in business and services with reference to the Jumeirah group organisations by analyzing the following concepts. Customer satisfaction
P2.3 P2.4 P2.1 P2.2

Continuous improvement Value addition

Information to customers and effective marketing

Assignment Brief/April 2012

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Background Drydocks World, Dubai Drydocks Worlds Dubai shipyard is one of the most prolific shipyards in operation. The shipyard is the largest facility in the Middle East and is the flagship company of Dubai World subsidiary Drydocks World. A ship repair yard of choice, it is also the preferred location for vessel conversions, new building and offshore construction. The companys quality management system is certified as per ISO9001: 2008 requirements. http://www.drydocks.gov.ae/en/portal/quality.aspx Task 3 (P3.1, 3.2, M1) Research and examine the quality management system, processes and procedures in Drydocks World Dubai including a reference to their quality management manual and answer the following tasks: 3.1 Explain how quality management is measured in Drydocks World, Dubai
P3.1 P3.2

3.2 Evaluate the benefit of user and non-user surveys in determining customers needs in Dry docks world

Guidelines: to achieve M1 demonstrate an effective approach to research, cite all sources of information and show clear understanding of the benefits of user and non-user surveys in your evaluation.

Task 4 (P3.3, 3.4, 4.3, M2) The underlying principle of any quality management scheme is to plan and implement quality controls for improving service to customers. Schemes like ISO, EFQM, QEST and CHARTERMARK place much importance on the consultation methods used in quality management. 4.1 Discuss the different methods of consultation integrated into its quality management practices under any one quality scheme at Drydocks World.
(P 3.3, 4.3)

Guidelines: To achieve M2 synthesise and process your research into the different methods of consultation at Drydocks World. http://www.dhsspsni.gov.uk/consultationguidance.pdf www.drydocks.gov.ae/ 4.2 Analyze the impact of complaints procedure for improving the quality of customer service in one of the service organisations DEWA, EMPOST, or RTA.
P3.4

Task 5 (P 4.1, 4.2) Explain the role and importance of the following in effective implementation of quality management in your workplace. Self-assessment
P4.1 P4.2

Communication and record keeping

Task 6 (P4.4, D1) Prepare a critical evaluation of the existing system for quality management in your organisation and propose new systems or modifications to improve quality. Guidelines: To achieve D1 generate valid conclusions and propose realistic solutions to improve quality in your workplace.

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Assignment Guidelines
To achieve M3, use appropriate structure, technical language and present your ideas coherently and logically throughout your assignment. To Achieve D2 demonstrate that the assignment is your own work and planned and executed on or before the due date. To achieve D3, show convergent, creative and lateral thinking in your response to tasks throughout the assignment.

Assignment Brief/April 2012

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