Harriet Beach owns The Sticky Pudding Factory, a small food manufacturer supplying puddings to retailers, restaurants and other food outlets and to customers through a small retail outlet and online.

Harriet is fully aware of the need to keep up to date in order to compete with the major brands. You have been asked to provide Harriet with specialised support and guidance on the management of her quality and service delivery.

Task 1

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

· Analyse the different stakeholder groups in organisations and their expectations for quality and service delivery

· Analyse the processes used in organisations to meet stakeholder needs

· Assess the impacts of poor quality and service delivery for the stakeholders of a named organisation

· Analyse the concepts of quality when delivering a service

· Analyse quality standards which can be used for measuring quality and service delivery

· Explain how an approach to quality management can be implemented in an organisation

Extension activity

To achieve a Merit, you must add to your information booklet an assessment of the importance of managing and monitoring quality and service delivery on an ongoing basis.

To achieve a Distinction, you must also add to your information booklet an analysis of the potential issues associated with implementing an approach for achieving quality and service delivery.

Learning outcomes and assessment criteria

LO2 AC 2.1, 2.2, 2.3,  2D1

Task 2

Harriet 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 continuous quality improvement and service delivery

· An analysis of the issues related to embedding continuous improvement in quality and service delivery and propose possible solutions

Extension activity

To achieve a Merit, you must add an additional section to the guide that assesses the importance of continuous quality improvement in ensuring organisational success.

To achieve a Distinction, you must choose an organisation with which you are familiar. Using your chosen organisation, you are required to produce a further section to the guide that evaluates the implementation of continuous quality improvement and service delivery in your chosen organisation.

Learning outcomes and assessment criteria

Note: When citing sources of information that you have used, provide a reference using an appropriate format, e.g., Harvard.