*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. *Task* 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: Question No 03: A discussion on the need for continuous improvement in organisations. 3.1 Write what does Continous improvement in quality 3.2 Ensuring customer needs, wants and aspirations are met Identification of quality gaps Contrasting needs of internal and external customers External inspections Organisational need e.g. business development, bottom line, updating 3.3 Examples and conclusion Question No 04: Evaluate the impact of external factors on quality management in organisations 4.1 What are external factors 4.2 External Factors Policy - regulations Legal requirements Technology - cost/access to appropriate technology - Strength and Weakness 4.3 with example