Complaints Process

Task 1: (Assessment criteria 1.1 ,1.2, 1.3 &1.4)

1. Explain definition of quality management and how company carries out their inspection and assurance. (Assessment Criteria 1.1, 1.2)

2. As a Quality Assurance Manager, discuss a range of quality accreditation and recognition that is important to the company and the benefits associated with these accreditations. (Assessment Criteria: 1.3; Grading Criteria M1)

3. Analyze the differences and similarities between Singapore Quality Awards (SQA), International Organization for Standardization’s (ISO) and Malcolm Baldrige National Awards (Assessment Criteria: 1.4; Grading Criteria D1)

Task 2: (Assessment criteria 2.1, 2.2, 2.3 &2.4)

1. Discuss the importance of achieving customer satisfaction and added values gained by the company and their customers when they are able to put into practice effective quality management. (Assessment Criteria 2.1, 2.3, Grading Criteria M2)

2. Identify the actions taken by company to ensure that their business continue to meet up with the expectation of their customers in the competitive business environment. (Assessment Criteria 2.2; Grading Criteria D2)

3. Identify and explain the various types of information that is important and relevant to customers and also effective marketing. (Assessment Criteria: 2.4)

Task 3: (Assessment criteria 3.1, 3.2 , 3.3 &3.4)

1. Examine the different methods of consultation to encourage employees’ participation including user and non-user surveys to determine customer needs. (Assessment Criteria 3.1; 3.2; 3.3)

2. Perform a research to investigate the complaints process and procedures undertaken by the company and how they can effectively utilize complaint / feedback to enhance and improve its service quality. (Assessment Criteria: 3.4; Grading Criteria M3; Grading Criteria D3)