Reference no: EM133087976
Unit 6.6 Managing Quality and Service Delivery - ATHE Level 6 Extended Diploma in Management
Assignment
You are employed in a well-known management consultancy. You have been approached by an organisation that has concerns over aspects of its quality and service delivery.
Your initial brief for the senior management team of the organisation is to come up with a proposal on the process you will use, so that significant improvements can be achieved in quality and service delivery.
You plan to produce a written document for each member of the team and this will be distributed in advance of your meeting with them.
In carrying out this assignment you may use an organisation you have or currently work for or use another organisation of your choice. You must know this organisation well at a strategic level.
Your starting point is to identify stakeholders and how to meet their needs in service delivery.
Task 1
• Identify different stakeholder groups and the expectations for each of these groups for service delivery
• Assess the impact of poor service quality for the organisation and stakeholders
• Analyse how the needs of the different stakeholder groups are met
The second section of your written document will cover how to manage the quality of service delivery. As there are many theories relating to quality you plan to meet in the first instance with a member of the senior management team to consider which will be most appropriate for the organisation.
Task 2
Produce a hand out for this meeting which:
• Analyses the concepts of quality and quality standards in relation to service delivery
• Evaluate approaches to quality management in service delivery
• Explain how quality standards are set and monitored
Following the meeting you are now clear about the application of this theory to the organisation. The final section of your written document for senior managers will consider how to promote continuous improvement of service delivery.
Task 3
• Analyse the concept of continuous improvement in service delivery
• Evaluate the need for continuous improvement in service delivery
• Explain how continuous improvement can be implemented
Attachment:- Managing Quality and Service Delivery Assignment.rar
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