Quality Management in Business
,Table of Contents
Introduction.......................................................................................................................3
Task 1.1 Discuss definitions of quality in terms of business and services from three
perspectives (customer, product, value, etc.) (AC1.1).........................................................4
TASK 1.2 Explain and illustrate the development of quality management processes of
inspection and assurance (AC1.2).......................................................................................5
Task 1.3 Discuss a range of quality management approaches which organisations like
Toyota can adopt in its quality management (AC1.3)..........................................................8
TASK 1.4 Explain the similarities and differences between the different approaches
(methods) discussed in Task 1.3 above (AC1.4).................................................................10
Task 2.2 The meaning of continuous improvement regarding Toyota (AC2.2)...................11
Task 2.3 Illustrate the type of added values and benefits Toyota would gain from
implementing effective quality management (AC2.3).......................................................12
Task 2.4 Describe the importance Toyota gives to effective marketing and the types of
information made available to its customers (AC2.4)........................................................13
Task 3.1 Explain with example how quality management can be measured by Toyota
(AC3.1).............................................................................................................................14
Task 3.2 Evaluate the benefits of user and non-user surveys in determining Toyota’s
customer needs (AC3.2)....................................................................................................17
Task 3.3 List the methods of consultation employed by Toyota in one quality scheme to
encourage participation by under- represented groups (AC3.3)........................................19
Task 3.4 Identify the value of complaints procedures and analyse how they may be used to
improve quality by Toyota (AC3.4)....................................................................................20
Task 4.2 Evaluate the importance of communication and record keeping at Toyota (AC4.2)
.........................................................................................................................................23
Task 4.3 Explain how quality schemes at Toyota can be effectively implemented by
following guidelines on the stages of staff consultation (AC4.3)........................................24
Task 4.4 Propose new systems or modifications to Toyota’s existing systems that could
improve service quality (AC4.4)........................................................................................26
Conclusion........................................................................................................................28
References.......................................................................................................................29
2
, Introduction
Quality management in business project supports the company to preserve the quality of the
services as per the services delivered. Quality management has four main constituents like
quality planning, quality assurance, quality improvement and quality management. Toyota
Motor Corporation is the world’s best car industrial company that assembles inventive
automobiles for the customers. The present assignment classifies the position of quality
management in the examination and assurance process and variety of quality management
methods that Toyota can use in quality management process. It recognises the resemblances
and dissimilar methods of quality management process and classifies the significance of
client satisfaction in Toyota. It assesses the meaning of permanent development and sorts of
value added facilities and benefits that can be made by the company. The assignment
recognises the function of self-assessment to establish society's present state of health and
significance of communication and documentation keeping at Toyota.
3
,Table of Contents
Introduction.......................................................................................................................3
Task 1.1 Discuss definitions of quality in terms of business and services from three
perspectives (customer, product, value, etc.) (AC1.1).........................................................4
TASK 1.2 Explain and illustrate the development of quality management processes of
inspection and assurance (AC1.2).......................................................................................5
Task 1.3 Discuss a range of quality management approaches which organisations like
Toyota can adopt in its quality management (AC1.3)..........................................................8
TASK 1.4 Explain the similarities and differences between the different approaches
(methods) discussed in Task 1.3 above (AC1.4).................................................................10
Task 2.2 The meaning of continuous improvement regarding Toyota (AC2.2)...................11
Task 2.3 Illustrate the type of added values and benefits Toyota would gain from
implementing effective quality management (AC2.3).......................................................12
Task 2.4 Describe the importance Toyota gives to effective marketing and the types of
information made available to its customers (AC2.4)........................................................13
Task 3.1 Explain with example how quality management can be measured by Toyota
(AC3.1).............................................................................................................................14
Task 3.2 Evaluate the benefits of user and non-user surveys in determining Toyota’s
customer needs (AC3.2)....................................................................................................17
Task 3.3 List the methods of consultation employed by Toyota in one quality scheme to
encourage participation by under- represented groups (AC3.3)........................................19
Task 3.4 Identify the value of complaints procedures and analyse how they may be used to
improve quality by Toyota (AC3.4)....................................................................................20
Task 4.2 Evaluate the importance of communication and record keeping at Toyota (AC4.2)
.........................................................................................................................................23
Task 4.3 Explain how quality schemes at Toyota can be effectively implemented by
following guidelines on the stages of staff consultation (AC4.3)........................................24
Task 4.4 Propose new systems or modifications to Toyota’s existing systems that could
improve service quality (AC4.4)........................................................................................26
Conclusion........................................................................................................................28
References.......................................................................................................................29
2
, Introduction
Quality management in business project supports the company to preserve the quality of the
services as per the services delivered. Quality management has four main constituents like
quality planning, quality assurance, quality improvement and quality management. Toyota
Motor Corporation is the world’s best car industrial company that assembles inventive
automobiles for the customers. The present assignment classifies the position of quality
management in the examination and assurance process and variety of quality management
methods that Toyota can use in quality management process. It recognises the resemblances
and dissimilar methods of quality management process and classifies the significance of
client satisfaction in Toyota. It assesses the meaning of permanent development and sorts of
value added facilities and benefits that can be made by the company. The assignment
recognises the function of self-assessment to establish society's present state of health and
significance of communication and documentation keeping at Toyota.
3
