CONTENT GUIDE

Introduction - about Portkabin

 History of Portakabin
 Objectives of the paper
 How Portakabin uses TQM and ensures quality products and services
 Thesis Statement

Task 1 (LO 1: 1.1, 1.2, 1.3, 1.4 and M1, M2, M3, D2)

1.1 Discuss definitions of quality in terms of business and services provision

M1 You would have made effective judgements to discuss definitions of quality in terms of
business and services provision.

 Define quality and its importance

 How does Portakabin apply/use/ensure quality in their products and services?
 What are other procedures that they can use or using (based on research)

1.2 Illustrate the processes of inspection and assurance

M2 You would have shown the use of relevant theories and techniques to illustrate the processes
of inspection and assurance.
 What is inspection and assurance?
 Why is inspection and assurance important in processing?
 What are the different methods and processes Portakabin uses to ensure they have quality goods and
services? Link to theories and techniques.

1.3 Discuss a range of approaches to quality management

M3 You should be able to make appropriate structure and approach according to the
report/presentation's purpose and audience where appropriate as to abstract/executive
summary, content list, introduction, body, list of figures/tables/charts, conclusion,
recommendations, appendices and reference list and terminology.
 What are the different approaches to quality management?
 What do you think of the current processes that they are doing? Effective, yes/no, why?
 What are your suggestions? (based on research)
 You can use tables, charts or figures

1.4 Explain the similarities and differences between the different methods.(Crosby, Deming, Juran)

Deming Juran Crosby

Definition of quality
Degree of senior
management
involvement
Performance
standard/Goal
setting
General approach
Statistical process
control
 (SPC)/Quality
control (QC)
Improvement basis
Teamwork
Single sourcing of
supply
Cost of quality
Training
Recognition
Company culture
Inspection/defect
control
Which do you think
is the best? Why?

D2 You will have demonstrated an effective approach to independent research and study and
have met the deadline to submit the tasks and achieve the unit assessment criteria.

Task 2 (LO 2: 2.1, 2.2, 2.3, 2.4 and M3, D1, D2)

2.1 Discuss what is meant by customer satisfaction

D1 You would have drawn conclusions through synthesis of ideas and have been justified in
your discussion on what is meant by customer satisfaction.

 What is customer satisfaction and why is it important?

 What are the different methods Portakabin is doing to ensure customer
satisfaction?

2.2 Explain the meaning of continuous improvement

 What is continuous improvement?

 Is Portakabin doing this? How?

2.3 Illustrate the type of added values to be gained

 What is added value? How is Portakabin doing this? Effects?

2.4 Describe the types of information made available to customers and the importance
given to effective marketing.

 What are the different methods Portakabin is doing to inform customers of

their products and services

M3 You would have shown that you have made appropriate structure and approach
according to the report/presentation's purpose and audience where appropriate as to
abstract/executive summary, content list, list of figures/tables/charts, introduction,
conclusion, recommendations, appendices and reference list and terminology.
D2 You will have demonstrated an effective approach to independent research and study
and have met the deadline to submit the tasks and achieve the unit assessment criteria.

Conclusion and Recommendation

 Do you think Portakabin is doing all the necessary procedures to ensure they
have quality goods and services and ensure their competitive advantage?
 Yes/No
 Why/How?

References