1.1 Identify the different stakeholder groups in organisations and describe their expectations for quality and service delivery

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ATHE Level 6 Extended Diploma in Management

Managing Quality and Service Delivery

Unit aims

To enable learners to develop the knowledge and understanding required to manage and deliver excellent customer service.

Learning Outcomes

1. Understand how to identify and meet stakeholder needs when managing quality and service delivery

1.1 Identify the different stakeholder groups in organisations and describe their expectations for quality and service delivery

1.2 Evaluate the processes used in organisations to identify stakeholder needs

1M1 Evaluate the importance of identifying stakeholder needs when managing quality and service delivery

1D1 Assess the impact of poor quality and service delivery for the stakeholders of a named organisation

2. Understand how to manage quality and service delivery

2.1 Analyse the concept of quality when delivering a service

2.2 Review quality standards which can be used for measuring quality and service delivery

2.3 Explain how quality standards are set, monitored and maintained

2M1 Assess approaches to quality management and service delivery

2D1 Analyse the potential issues associated with embedding a chosen approach for achieving quality and service delivery

3. Understand how to embed quality improvement and service delivery

3.1 Analyse the role of leaders and managers in embedding quality improvement and service delivery

3.2 Explain the issues related to

3M1 Evaluate the importance of continuous quality improvement in ensuring organisational success

3D1 Review the implementation of continuous quality improvement and service delivery in a named organisation

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