Managing Quality Assessment tasks Solutions – LO1, LO2, LO3 Assessment Criteria

Level 4     15 Credits

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Scenario

James Dolphin, a sole trader, started ‘Coffee on the Go’ in 2012.  He noticed a growing trend for office workers and people travelling for business and pleasure to purchase takeaway speciality coffees.  He decided to open a chain of coffee bars in town centres and main transport hubs.  During the first few years, sales steadily increased but in the last 12 months, the business has not increased in size and James is unclear about the reasons for this stagnation.

James recognises that this is a very competitive market and would appreciate advice on how to manage quality in the organisation, as he believes this is critically important.

James has asked you to act as his business adviser.  He has set out three tasks for you to complete.

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Task 1

James is preparing a training session for his coffee bar managers. He would like to hold a session on quality management.

You have been asked to prepare 3 or 4 information sheets which James can issue at the training event.

The information sheets must include:

1. an evaluation of theories of quality management used by organisations
2. a comparison of the effectiveness of approaches to quality management used by at least two different business organisations
3. a discussion on the need for continuous improvement in organisations.

LO1 Assessment Criteria 1.1 1.2 1.3

In order to achieve a Distinction, you must also:

Evaluate the impact of external factors on quality management in organisations.

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Task 2

James would like you to prepare a business report to be presented to the managers that considers the importance of quality control and quality assurance to organisations.

In order to help managers gain full understanding of the contents of the report James has requested that you use a business organisation with which you are familiar.  This will provide actual examples and aid their understanding.

The report needs to:

1. differentiate between quality control and quality assurance
2. discuss how your chosen business organisation uses quality control and quality assurance systems

LO2 Assessment Criteria 2.1 2.2

To achieve a Merit your report must evaluate the impact on organisations of failing to maintain and improve quality.

LO2 2M1

To achieve a Distinction you must add an additional section to the report which:

Reviews systems and suggests modifications that could improve quality in a stated organisation of your choice.

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Task 3

James would like to understand the impact of organisational performance and culture on quality management.  He has set up a meeting with you and in preparation you need to produce detailed notes which will support the discussions:

1. assess the role of self-assessment in determining an organisation’s current performance
2. analyse the impact of organisational culture on quality management
3. discuss how culture in organisations may be changed to ensure effective quality management.

LO3 Assessment Criteria 3.1 3.2 3.3

To achieve a Merit you also need to prepare an evaluation of the need for staff consultation when implementing a quality management system and describe the consultation processes which could be used.

LO3 3M1

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Guidelines for assessors

Work submitted by learners must achieve the learning outcomes and meet the standards specified by the assessment criteria for the unit. To achieve a merit or distinction grade, the learners must demonstrate that they have achieved all the criteria set for these grades. Where work for the pass standard is marginal, assessors can take account of any extension work completed by the learners. The suggested evidence listed below is how learners can demonstrate that they have met the required standards.

Task

numberLOs and

ACSuggested evidence
PASSSuggested additional evidence MERITSuggested additional evidence DISTINCTION

 1.1.1, 1.2, 1.3

 

1D1The learners will prepare separate information sheets including practical examples throughout their work.

AC 1.1:  When considering theories, the learners should evaluate at least two and relate them to organisational practice. The evaluation should be balanced and lead to personal judgements.

AC 1.2:  The learners need to ensure they use organisations with which they are familiar and have a comprehensive working knowledge. The comparisons must be detailed and demonstrate the learners’ understanding of the different approaches used.

 

AC 1.3:  The learners are required to focus on the concept of continuous improvement in organisations.  Learners could refer to actual examples where organisations have and have not focused on the practice of continuous improvement and the impact of this approach. The evaluation must cover a range of external factors looking at the impact from different perspectives and making valid

conclusions.  Examples to illustrate the points will support the evaluation and the judgements made.22.1, 2.2, 2M1, 2D1The learners will prepare a business report in an appropriate format.

 

AC 2.1:  The learners need to clearly explain the difference between quality control and quality assurance.  This section would be enhanced by reference to practical business examples.

 

AC 2.2:  The learners need to ensure they use an organisation with which they are familiar.   It would be advisable if the organisation was of small or medium size to ensure the learners are able to apply their knowledge and draw meaningful conclusions.2M1:  The learners need to concentrate on the impacts of failing to maintain and improve quality.  The learners should use practical examples to support the evaluation and the reasoned judgements which are made.

 2D1:  Learners must state the name of the organisation which has been used.  The review must be detailed and structured identifying strengths as well as weaknesses of the current systems. Based on the review the learner must identify and then explain the modifications which could be made to improve practice.33.1, 3.2, 3.3, 3M1,The learners need to prepare comprehensive notes on the listed topics.

 

AC 3.1:  The learners need to assess the role self-assessment plays in determining an organisation’s current performance.  The learners must refer to actual examples to support the assessment and the judgements  which are made.

 

 

AC 3.2 Learners must demonstrate an understanding of organisational culture and its impact on quality management.  They must consider points in detail using examples to illustrate their thinking and conclusions.

 

AC 3.3 The discussion needs to consider possible changes from different perspectives.  The learner must identify the potential challenges.

For the merit grade, the learner must produce a balanced evaluation of the need for staff consultation, identifying strengths and issues. There must be a thorough description of the processes, which can be used to ensure the consultation is meaningful and effective. 

 

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