Assignment

Thomas Beach owns a franchise outlet for a gentleman's outfitters called 'Moss Outfitters'. The store is highly regarded as it has long standing in the town and is famous for made to measure tailoring. With the development of the franchise it now has a vast array of gentlemen's clothing including designer brands. The store has a relaxed browsing atmosphere and there is a friendly welcome from staff.

Thomas is fully aware of the need to keep up to date in order to compete with the major stores and is concerned about the recent collapse of other high street businesses. You have been asked to provide Thomas with specialised support and guidance on the management of his quality and service delivery.

Task 1 - Management of Quality and Service Delivery

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

• An identification of the different stakeholder groups in organisations anda description of their expectations for quality and service delivery.
• An evaluation of the processes used in organisations to identify stakeholder needs.
• An analysis of the concepts of quality when delivering a service.
• A review of quality standards which can be used for measuring quality and service delivery.
• An explanation of how quality standards are set, monitored and maintained.

Extension activities:

To gain a merit grade you must add extra pages to your information booklet that:

• Evaluates the importance of identifying stakeholder needs when managing quality and service delivery.

Assesses approaches to quality management and service delivery.

To gain a distinction grade your report for Thomas should:

• Assess the impact of poor quality and service delivery for the stakeholders of a named organization.
• Analyze the potential issues associated with embedding a chosen approach for achieving quality and service delivery.