A work based assignment focusing on key aspects of quality and performance. (2000 words) (100%) (Learning Outcomes 1 to 3)

This module focuses on developing a manager’s ability to make contributions to the assurance of quality through addressing both people and processes:

• Overview of established methods for ensuring quality such as
o TQM,
o Lean,
o Six-Sigma.
• Tools and methods for identifying and measuring quality and quality issues
o Sampling and managing data
o Basics of statistical analysis
o Pareto
• Aspects of service delivery and consequences for quality
o Fundamental aspects of a service (intangibility, inseparability, variability, lack of ownership, perishability)
o Approaches to managing services
• Managing individual performance
o Using feedback effectively
o Principles of performance management

1. Demonstrate knowledge and critical understanding of the concepts and principles of quality and performance management.
Knowledge and Understanding

2. Apply underlying concepts and principles of quality and performance management to the workplace.
Application

3. Communicate effectively information and arguments in a variety of forms, to specialist and non-specialist audiences, and deploy key techniques of the quality and performance management effectively. Communication

This module uses a selection of presentation techniques to introduce key concepts relating to the various aspects of performance management. Looking at issues of process, people and product we will undertake tasks to use monitoring and analysis tools, and drawing on case studies and learners experiences explore the managerial issues associated with managing performance.

The learning strategy for this module requires students to commit 150 learning hours (including assessment). This will include 24 hours of scheduled teaching and learning and 126 hours of independent and self-directed study.

Staffordshire University electronic resources and off-campus library facilities.
Module website
External web resources such as professional bodies, government departments and where appropriate individual companies.

Evans, J. & Lindsay, W. (2010), Management and Control of Quality 8th Ed South Western Cengage Learning

Hutchinson (Ed). (2013) Performance management Chartered Institute of Personnel and Development