Thomas Beach owns a franchise outlet for a gentlemans 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 gentlemens 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 and a 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 you must prepare a report for Thomas that:

• Assesses the impact of poor quality and service delivery for the stakeholders of a named organisation.
• Analyses the potential issues associated with embedding a chosen approach for achieving quality and service delivery.

Task 2 Embedding Quality Improvement and Service Delivery

Thomas has asked you to prepare a guide on how to embed quality improvement and service delivery in organisations.

The guide must include the following:

• An analysis of the role of leaders and managers in embedding quality improvement and service delivery.
• An explanation of the issues related to embedding continuous improvement and service delivery and propose possible solutions.
  • Evaluates the importance of continuous quality improvement in ensuring organisational success.

Extension activities:

To gain a merit grade you must prepare an additional section to the guide that:

To gain a distinction grade you must choose a organisation with which you are familiar. Using your chosen organisation, you are required to produce a further section to the guide that:

• Reviews the implementation of continuous quality improvement and service delivery in your chosen organisation.