Q1: There are national and international standards for monitoring and measuring quality which can result in an organization achieving a result, recognition, award, status or grading.

Outline TWO (2) accredited quality systems and standards used in organizations to monitor and measure quality.

	Example of accredited quality system/standard	Outline of how it is used in an organization
1.
2.

Q2: Systems for checking and measuring quality will differ depending on the type of organization and the outcome being measured.

Using examples, explain THREE (3) internal systems an organization can use to check and measure quality.

	Example of internal system	Explanation of how it is used in an organizations
1.
2.
3.

Q3: There are a wide variety of tools and techniques for monitoring and measuring quality and improving outcomes including:

Plan, Do Check, Act (PDCA) Cycle (Deming c.1950)	Fishbone Analysis (Ishiwaka, 1968)	Pareto Principle (Juran, c.1950s)
Six Sigma	Root Cause Analysis	Visual checks
Observation	SERVQUAL	Histograms
Polls	Charts and graphs	Kaizen (c.1950s)
Metrics	Ratings

Pick TWO (2) tools and techniques from this list, summarizing how they can be used for monitoring and measuring quality and improving outcomes and the benefits and challenges of using each of the tools and techniques you have chosen.

	Example of tool/technique	How it is used by an organisation to monitor and measure quality and improve outcomes	Benefits of using the tool/technique	Challenges of using the tool/technique
1.
2.