Managing Quality and Service Delivery with Barcheste (GC0352)

Table of Contents

Introduction.

Task 1.

1.1 Identify different stakeholder groups and the expectations for each of these groups for service delivery

1.2 Assess the impact of poor service quality for the organization and stakeholders.

1.3 Analyse how the needs of the different stakeholder groups are met

Task 2.

2.1 Analyses the concepts of quality and quality standards in relation to service delivery.

2.2 Evaluate approaches to quality management in service delivery.

2.3 Explain how quality standards are set and monitored of the work written by our professional essay writers

Task 3.

3.1 Analyse the concept of continuous improvement in service delivery.

3.2 Evaluate the need for continuous improvement in service delivery.

3.3 Explain how continuous improvement can be implemented.

Conclusion.

References.

Introduction

This assignment tackled all about managing quality and service delivery. First, on task 1 we need to understand how to identify and meet stakeholder needs in the service delivery by identification of stakeholder groups and their expectations for service delivery; the impact of poor service quality for the organization and stakeholders; analyzing how stakeholder needs are being met. Under task 2 we need to understand how to manage the quality of service delivery such as analyze the concepts of quality and quality standards; evaluate approaches to quality management; explain how quality standards are set and monitored.

Lastly, in task 3 I need to understand how to promote continuous improvement of service delivery by analyzing the concept of continuous improvement; evaluate the need for continuous improvement; explain how continuous improvement can be implemented. Under this, I am given a task to present a proposal on the process that I will use so that significant improvements can be achieved and promote continuous improvement of service delivery in the organization that I am currently working for or the organization of my choice.

Task 1

1.1 Identify different stakeholder groups and the expectations for each of these groups for service delivery

Stakeholders are persons or any individuals, groups and this group can be divided into men, women, ethnic groups, and locality or the community and organization or institutions with interests and will be affected in a policy, program, or project. There are two types of stakeholders; Primary stakeholders are immediate communities of interest; which can be the directors, managers, employees, shareholders, customers, suppliers, advisers, consultants, and competitors.

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Secondary stakeholders are the intermediaries in the process and may include government agencies and other institutional bodies and even media. Knowing the different stakeholder groups helps in the identification of its specific role in the achievement of its purpose. Stakeholder groups vary both in terms of their interest in business activities and also their power to influence business decisions.

Shareholders: Profit growth, Share price growth, dividend, have an interest in the success of his/her business

Banks & other Lenders: Interest and principal to be repaid, maintain credit rating, new contracts, liquidity.

Directors and managers: Salary, share options, job satisfaction, status. Make decisions, have detailed information

Employees: Salaries & wages, job security, job satisfaction, motivation, respect, and truthful communication. Staff turnover, industrial action, service quality.

Suppliers: Long-term contracts, prompt payment, growth of purchasing, equitable business opportunities. Pricing, quality, product availability

Customers: Reliable quality, value for money, product availability, and ethical products, customer service, Revenue/repeat business. Word of mouth recommendation

Community: Environment, local jobs, local impact shares, truthful communication

Indirect via local planning and opinion leaders.

Government: Operate legally, tax receipts, job slow unemployment, truthful reporting. Regulation, subsidies, taxation, planning

I am previously working at one of the care homes of Barchester Lynde House Care Home. I have identified and categorized its stakeholders into six main groups: Employees, customers, investors or shareholders, suppliers, community and, the latter including both authorities and society at large.

For the employees, an employee contributes labor and expertise to an endeavor of an employer and is usually hired to perform specific duties that are packaged into a job. In most modern economies, the term “employee” refers to a specific defined relationship between an individual and a corporation, which differs from those of the customer or client. Every employee has to have better knowledge and qualification in their specific field. In order for them to give good quality service for the service users.

Employees provide labor in return for good pay and conditions, good leadership, and job security but are free to withdraw their labor if they have a legitimate grievance or may seek employment elsewhere if the prospects are more favorable to them. Barchester has a managing director and board of directors includes representatives elected by and among the employees in the United Kingdom. Executive management has established a well-adjusted structure for relevant and regular information and consultation.

A shareholder or stockholder is an individual or institution (including a corporation) that legally owns any part of a share of stock in a public or private corporation. Shareholders own the stock, but not the corporation itself. Stockholders are granted special privileges depending on the class of stock. These rights may include the right to sell their shares; the right to vote on the directors nominated by the board; the right to nominate directors (although this is very difficult in practice because of minority protections) and propose shareholder resolutions; the right to dividends if they are declared; the right to purchase new shares issued by the company; and the right to what assets remain after a liquidation. Another thing about this matter, Shareholders provide financial support in return for increasing value in their investment but may withdraw their support if the actual or projected financial return is no longer profitable……………..

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