*Scenario*

James Dolphin, a sole trader, started 'Coffee on the Go' in 2012. He noticed a growing trend for office workers and people travelling for business and pleasure to purchase takeaway speciality coffees. He decided to open a chain of coffee bars in town centres and main transport hubs. During the first few years, sales steadily increased but in the last 12 months, the business has not increased in size and James is unclear about the reasons for this stagnation. James recognises that this is a very competitive market and would appreciate advice on how to manage quality in the organisation, as he believes this is critically important. James has asked you to act as his business adviser. He has set out three tasks for you to complete.

*Task*

James is preparing a training session for his coffee bar managers. He would like to hold a session on quality management.

Question No 01: An evaluation of theories of quality management used by organisations

1.1 Meaning of Quality Management with examples.

1.2 Approaches / Theories Deming Juran Feigenbaum Crosby Ishikawa

1.3 Explain the theory and list the Strength (3 points) & Weakness (3 points) with examples

1.4 Take any 4 theories from above and list their strength and weakness / Merits & Demerits

1.5 Conclusion

Question No 02: A comparison of the effectiveness of approaches to quality management used by at least two different business organisations

2.1 Mention the two organisations with the details about them, which you have shortlisted as examples

2.2 Tabular format for comparison or Paragaraph format for comparsion 2.3 Quality planning Quality control Continuous quality improvement Self-assessment Communication channels

2.4 Conclusion