Unit 1 Quality: Customers, Clients and Markets

Aims:

• To provide students with an understanding of quality concepts
• To enhance students’ awareness of the terminology of quality
• To develop an appreciation of customers, clients and markets
• To evaluate the human dimension of an organisation.

Learning Outcomes:
On successful completion of this unit students will be able to:

• Understand the role of management within an organisation relating to quality
• Understand and discuss the quality policy deployment
• Discuss the need for a customer focused approach
• Understand, discuss and apply the principles of total quality management and the contribution of the gurus.

Indicative Content

1. Quality concepts
    1.1 Organisation’s quality policy
2. Customer focus
    2.1 Customer/client satisfaction
    2.2 Customer liaison and feedback systems
    2.3 Performance measures
3. Management and supervision
    3.1 Principles of organisation culture and climate
    3.2 Communication and feedback
    3.3 Accountability and delegation
    3.4 Training and development
4. Total quality management and quality gurus
    4.1 Principles and techniques of TQM - BS7850
    4.2 Deming
    4.3 Juran
    4.4 Crosby

Assessment Requirements:
The assessment for this unit will consist of one assignment. The assignment is to be marked by the course tutor and then submitted to IQA for moderation.

Awarding Criteria
The minimum pass mark is 40%.
Marks will be accredited fail, pass, merit or distinction.