...The aim of this assignment is to consider Coulshed and Mullender’s statement (2001) that “the ultimate test of quality will always be what users and their families think of the services we provide” and then critically discuss the issues involved in seeking feedback on quality. Within this assignment I will draw upon course materials as part of my discussion. I will also draw upon some wider materials to broaden the discussion. In order to conduct the discussion I will first look at what service-user consultation is and how it is undertaken; and then I will look at both the positives and negatives in seeking feedback on the quality of a service. Introduction: Quality matters. Increasingly the idea of quality has impacted on health and social care services. The ever increasing number of quality initiatives being developed by the Government is just one example of how it is having an impact. Another way is the drive towards and focus on gaining service users views of services. And the reason behind it all is simple, the quality of a service impacts on the quality of life for its users and their carers. Service User Consultation: In the opinion of Martin and Henderson (2001) you can’t provide a quality service without knowing what kind of people use your service and what they need from your service. Writers such as Peters believe that the best way to find out these things is to work closely with service users and communicate with them. One way to do this would be to undertake...
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...techniques. Different project management methodologies organize and structure these processes in various ways. The goal for this project management primer is to examine 10 basic skills of project management: 1. Define the project 2. Plan the work 3. Manage the workplan 4. Manage issues 5. Manage scope 6. Manage risks 7. Manage communication 8. Manage documentation 9. Manage quality 10. Manage metrics In general, if you can master these areas, you can succeed in most projects. Project work vs. project management Notice that the list doesn’t include analysis, design, testing, or implementation. Those who have worked on projects probably know that they typically include analysis and testing. However, there is a major distinction to be made. Analysis and testing are part of the actual project work effort (also called a project lifecycle). These phases change depending on the project type. If you have a full lifecycle project, you could perform the full range of analysis, design, construction, testing, and implementation. On other projects, you might do only certain components. For example,...
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...Managing Responsibility - What does this article tell us about quality and responsibility management and how we can integrate this into organizational processes? In terms of quality, the article tells us that, "companies cannot compete successfully without paying close attention to the quality of their products and services." With regards to responsibility management, it is said that, "Corporate responsibility is defined as the ways in which a company's operating practices (policies, processes, and procedures) affect its stakeholders, and the natural environment. Demands for enhanced corporate responsibility come from corporate critics, social investors, activists, and, increasingly customers who claim to assess corporate responsibility when making purchasing decisions. These demands go beyond product/service quality to focus on areas such as labor standards, environmental sustainability, financial and accounting reporting, procurement, supplier relations, environmental practices, and supply chain management." Quality and responsibility management can be integrated into organizational processes. by considering quality and responsibility before all else. For example, according to MIT, "activities like making a decision or approving an application are parts of many organizational processes." > http://ccs.mit.edu/21c/mgtsci/index.htm Therefore, before 'any' rules of order or decisions, organizations must first base or filter all actions through the lens of quality assurance...
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...CASE STUDY SUPERSHUTTLE: A Franchise Company in New York CONTENTS 1. Introduction……………………………………………………………………………………………………………1 2. Managing People and Relationships …………………………………………………………………….1 2.1 The Relationship between Supershuttle and the Customer (Geoff Southern) 2.2 To Solve Problems and Improve Service Quality 3. Managing Information for Decision Making…………………………………………………………….3 3.1 How the Demand in the Market is Learned 3.2 How the Demand Can Be Predicted 4. Managing Operational Finance……………………………………………………………………………….4 4.1 Identify the Relevant Costs 4.2 Alternative Operating Policies and the Effects of Seasonality and Day Variation 5. Conclusion……………………………………………………………………………………………………………….5 6. References………………………………………………………………………………………………………………6 CASE STUDY: SUPERSHUTTLE 1. INTRODUCTION: A service is something that the public needs, such as transport or communication facilities, which is provided by an organisation. Due to increasing population, the demand for transportation has grown significantly and as a consequence of this, transportation companies are becoming more widespread and altering their forms of services. Supershuttle is a franchise company and the company yields “door-to-door service” to 8 million passengers per year (Supershuttle.com, 2012). The company website can be utilized...
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...Chapter 2 Winning Customers and Competing Effectively 1. The five internal performance objectives analysed further by Neely (2008) are cost, quality, flexibility, dependability and speed. 2. Value added is an activity carried out by an organization that increases the worth of a product or service and for which a customer is willing to pay an additional price. An example would be the provision of 'Fairtrade' or organic foods where there is a perceived ethical and social benefit which customers are prepared to pay for. 3. The ability to change a product or service offering to suit customers' needs is called flexibility. 4. The ability of an organization to consistently meet its promises to the customer is called dependability. 5. Designing a set of sales and profit targets for a particular product is known as category management which is a strategic management approach through trade partnerships to satisfy consumer and shoppers' needs. 6. Consumer market segmentation can be divided into four categories, geographic, demographic, behavioural and psychographic. Chapter 3 Operations Processes and Life Cycles 1. In the craft era the 3 types of operations process were job shop, batch process and simple project. 2. In the mass production era the 4 types of operations process were complex project, batch production, assembly line and continuous flow process. 3. In a materials processing operation, the process which is associated with the highest variety is the project...
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...In each health care organization, the information system is responsible for strategically managing the cost related from inefficiencies. Managing and reducing the amount of unnecessary care given by providing all information systems with a common database to monitor and document these occurrences. Then develop and implement a strategic solution to further improve the patient quality of care which reflects as a cost saving initiative. Information management systems are responsible for managing costs and striving to provide quality of care by achieving the mission of the healthcare organization. Strategic management can be seen through the coordination of care and patient tracking received by a patient who visits their primary care provider in an ambulatory care setting for health related problem. Next the primary care provider sends a referral as it is determined that the patient needs surgery and hospitalization. The coordination of care continues, because the patient will require a surgical consultation and assessment which will involve providing the electronic health record to multiple individuals for inputting results upon and managing. The laboratory tests, prescription information, medication administration, treatments, and post-surgical instructions will need to be available to coordinate a plan of care action on this particular individual. Depending on if the individual is to follow-up with the primary care provider or is to be transferred to a long-term care facility...
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...Masters in Information Technology Project Management Project Budgeting, Procurement, and Quality Integrated change Control Plan TS5332 Project Budgeting, Procurement, and Quality Instructor: Thursday, July 14, 2016 Contents Triplicty Events Integrate Change Control Plan 1 Plan to Setup Change Control Board (CCB) 1 Category 1. Changes to Project Objectives 1 Category 2. Forced Modification of Scope 1 Category 3. Possible Modification of Scope – 1 Plan to Review and Approve Requested Changes 3 Change management process 4 Change Request Process Flow Requirements 4 Change Request Form and Change Management Log 5 Plan for Managing Approved Change Procedures 5 Evaluating and Authorizing Change Requests 6 Types of Change Requests 7 Status of Change Requests 7 Plan for Corrective and Preventative Action Procedures 8 Overview of CAPA 8 Corrective and Preventative Action Procedure 8 Plan for Areas that Needed to be Updated After Approved Changes Are Implemented 10 Plan for Controlling Project Quality from Standards Based on Quality Report Procedures 10 Control procedures 11 Control methods 11 Quality procedures 11 References 12 Triplicty Events Integrate Change Control Plan Plan to Setup Change Control Board (CCB) Change requests are inevitable in any project. In order to effectively manage the changes for the Triplicty project, a change control board (CCB) has been devised to review and prioritize changes presented during...
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...responsibilities – Below is a few typical examples of the different types of roles involved in delivering a project and their respective responsibilities. Title Project Manager Role The person responsible for developing, in conjunction with the Project Sponsor, a definition of the project. The Project Manager then ensures that the project is delivered on time, to budget and to the required quality standard (within agreed specifications). He/she ensures the project is effectively resourced and manages relationships with a wide range of groups (including all project contributors). The Project Manager is also responsible for managing the work of consultants, allocating and utilising resources in an efficient manner and maintaining a co-operative, motivated and successful team. Responsibilities • • • • • • • • • • • • • • • • • • • • Managing and leading the project team. Recruiting project staff and consultants. Managing co-ordination of the partners and working groups engaged in project work. Detailed project planning and control including: Developing and maintaining a detailed project plan. Managing project deliverables in line with the project plan. Recording and managing project issues and escalating where necessary. Resolving cross-functional issues at project level. Managing project scope and change control and escalating issues where necessary. Monitoring project progress and performance. Providing status reports to the project sponsor. Managing project training within the defined...
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...Professional Diploma in Marketing (Level 6) NEW SYLLABUS Unit 3 – Managing Marketing Project Brief and Mark Scheme CIM Deadline Date – 11th June 2010 Results Released – August 2010 OR ALTERNATIVELY CIM Deadline Date – 10th September 2010 Results Released – November 2010 The Chartered Institute of Marketing has strict deadline dates which must be adhered to. The assignment must be submitted to the Accredited Study Centre well before these dates to allow time for administration and postage. Contact your tutor for your Accredited Study Centre submission deadline. Candidates are required to choose ONE out of the following TWO project briefs: Option One – Weighing Up the Past To Improve The Future (detailed separately) Option Two – Driving Quality Report • • • All tasks within the chosen project brief are compulsory 100% of the marks available for this paper Maximum word count – 6,000 words Documentation Word Count Candidates must ensure that they are registered with CIM as a studying member and for this assignment, by the required deadline(s). Candidates must adhere to the word count stated. No marks will be allocated for information contained in appendices, unless explicitly stated within the assignment brief. Appendices should be used for supporting information only. CIM reserves the right to return unmarked any assignment that exceeds the stated word count or contains, in the opinion of the examiner, excessive appendices. In submitting their assessment...
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...Center and it showed me all the qualities as far as strengths and weaknesses I have as a manager. Qualities of a good manager are delegation, organization, assertiveness, and leadership. The quiz I completed showed how I managed people as well as myself. When it comes to managing my teams work delegating is highly important and I ensure that the results match what I am looking for. It is always good to look for results but coaching to good results play a major role in getting there long term. Being able to manage people is also vital. The questions I answered showed that I am headed in the right direction when it comes to managing my employees or others. Good qualities that lead up to that is providing regular feedback on a daily or weekly basis and addressing issues constructively right away. As a manager you have to be able to manage yourself as well. Being able to use your time effectively and exercising authority well will lead to the right path in managing. Good managers focus on quality and patient safety especially in the health field patient safety is one of the top priorities. A poor quality of a manager are someone who turns to yelling to look for results and does not coach employees to earn results. Managers who are more controlling instead of allowing their employees to develop is also a bad trait. Someone who does not have guidance, and does not take accountability for their failure is also a bad manager. I do believe that qualities of a manager can change based on...
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...Introduction Today, implementation of different types of healthcare information systems and technology has become significant for the delivery of cost-efficient and quality health care. With the help of different types of information systems in healthcare service organizations, they have become able to contribute in better health service management and delivery of quality healthcare (Blum, 2012). Use of different information systems also affirms the knowledge base necessitated for clinical and administrative decision making as discussed here in this paper. Description of different Categories of Information Systems Clinical: Information Produced: A clinical information system (CIS) is a compilation of a variety of information technology applications that allows for a central repository of information associated to patient care throughout distributed locations. This repository comprises the patient's history of sicknesses and his/her interactions with care providers by encryption of knowledge competent to assist clinicians determine about the patient's state, treatment options, and wellness activities (Sittig et. al., 2002). The repository also converts the position of decisions, actions ongoing for those decisions, and applicable information useful to perform those actions. As well, the database also produces information about the patient, including his/her genetic, environmental, and social...
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...1. What is the nature of quality control? Identify and explain two examples of quality control methods. Quality control is used when a company tries to prevent or fix defects in their products or services to improve the outcome. Two examples of quality control are statistical quality control and statistical process control. Statistical quality control is looking for defects in outcomes selected through a sampling technique and statistical process control is when the company uses statistics to monitor production quality during the production process. 2. According to your own experience or observation, what is the most difficult part in managing a team? And why? The most difficult part in managing a team is getting everyone on board. Proving yourself worthy of the management position, so that everyone will follow you. When new managers come into a group that has already established it’s hard for the team members to switch over to a new way of working. You will have some employees whom like change, question change, or try to avoid the change. This is a difficult time to manage a team and to get them to all see your focus and success for the job. 3. Does diversity only mean demographic difference? If not, what are other aspects of diversity in an organization? No, diversity does not only mean demographic difference. Diversity refers to the characteristics of an individual such as race, cultural, ethic, age, gender, and so on. All of these are a play a major role in...
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...JoinSearchBrowseSaved Papers Home Page » Business and Management Mgt 420 (Managing Quality in the Supply Chain) In: Business and Management Mgt 420 (Managing Quality in the Supply Chain) MGT 420 (Managing Quality in the Supply Chain) Course Assignments Week 1- 5 Click to Download Week 1 Exit Assessment Week 1 Individual Assignment; Role of Stakeholder Paper Week 2 LT Assignment Part I; BJB Manufacturing Company Quality Management Initiative Proposal Week 3 Individual Assignment; Theory Matrix Week 4 LT Assignment; Part II & III BJB Manufacturing Company Quality Management Implementation Strategy Week 5 Individual Assignment; Quality Management Organizations Week 5 LT Assignment; Part IV: BJB Manufacturing Company Quality Management Supplier Alliance Metrics Report MGT 420 Week 5 Final Examination (42 Multiple Choice) MGT 420 Final Exam Click to Download 1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality? 2) Which of the following is the most traditional definition of quality? 3) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities. 4) Which of the following is not an example of a strategic content variable? 5) The role of marketing in design has been...
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...and profits come from the UK business, where they are the market leader. The report describing physical and technological resources in Tesco plc will have different aspects that will be explained and how Tesco plc manages those aspects. Physical resources Description and examples of how these feature in Tesco plc (P3) How management of physical resources can help to improve the performance of the business (M1) Buildings and facilities Tesco plc operations in the UK are the largest within the Group, with over 3000 stores in the uk. Tesco plc has also expanded in different countries such as china with 124, Czech republic with 322, hungry with 213 stores, republic of Ireland with 137 stores, japan with 121 stores, etc. Building and facilities helps resources in a business by having expanding and refurbishment will help improve business appearance, for example Tesco plc said ?We are working ...read more. Middle for example there are insurances such as, customer insurance, employees insurance, vehicles insurance, etc. this suggest that these insurance will cover something?s that happens in Tesco plc?s stores Managing insurances is important to Tesco plc because some aspect need to be insured legally for example, if someone didn?t manage the insurances in the store such as vehicles insurances, this could cause the government to take Tesco plc vehicles away from them, which will create difficulty when customer purchasing online, etc. this indicates that having someone to manage insurances...
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...Manage Quality Customer Service National Unit of Competency BSBCUS501B Learner Guide BSB107 Version 4 Learner Guide BSBCUS501B Manage Quality Customer Service 1. Learner Guide 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service Table of Contents 1. 2. 3. Learner Guide ...................................................... 3 1.1 Conditions of use .......................................................................3 Introduction to the Learner Guide ........................ 5 2.1 Icon Legends .............................................................................6 Unit of Competency Information........................... 7 3.1 Unit Descriptor ..........................................................................7 3.2 Elements of Competency and Performance Criteria........................7 4. 5. Unit content .......................................................... 9 How to approach study in this Unit ..................... 56 5.1 Useful references and texts ........................................................56 5.2 Assessment..............................................................................57 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service 2. Introduction to the Learner Guide Welcome to the Learner Guide for Manage Quality Customer Service. This Learner Guide has been designed to assist the development of the underpinning knowledge and...
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