1. Todays Learning Revision lesson; Meeting customer needs and managing quality – quality control versus a culture of quality assurance. Ground Rules 1)Do not interrupt teaching. 2)Put your hand up if you want to ask a question. 3)Have respect and do not interrupt others who are making their point. Ground Rules 1)Do not interrupt teaching. 2)Put your hand up if you want to ask a question. 3)Have respect and do not interrupt others who are making their point.

2. Learning outcomes 1)To apply your previous knowledge to a revision scenario and help others to prepare for the exam. 2)Working with others to create a revision resource which is applied to a chosen organisation. 3)To be able to make a key decision and justify your reasoning.

3. Starter Activity How much do you know about meeting customer needs through managing quality? Also, this is a revision idea! Teach me, Tell me.

4. Key Term – Quality Define ‘Quality’ in the production process? Achieving a minimum standard for a product or service which meets customers needs.

5. Key Term – Quality Control Define ‘Quality Control’? Ensuring that a product or service meets the minimum standards, often through testing of a sample of products once they have been made.

6. Key Term – Quality Assurance Define ‘Quality Assurance’? Ensuring that quality is produced and delivered at every stage of the production process, often through making quality the responsibility of every worker.

7. Key Term – Customer Service Define ‘Customer Service’? The experience that a customer gets when dealing with a business and the extent to which that experience meets and exceeds customer needs and expectations.

8. Key Term – Zero Defect Production Explain ‘Zero Defect Production’? Zero Defect Production is a system that makes certain that products and services do not contain problems or defects. This is done by motivating people to prevent mistakes by developing a desire to do their job right the first time. This is a form of quality assurance.

9. Key Term – Total Quality Management (TQM) Explain ‘Total Quality Management’? Introducing quality assurance requires Total Quality Management (TQM). This requires managers to try to bring about a change in business culture, convincing employees to care about how products are being made and to do their part to ensure standards are met. This is a form of quality assurance.

10. Key Term – Kaizen Management Explain ‘Kaizen Management’? Kaizen Management is based around the idea that it is the responsibility of all employees to contribute the continuous improvement of quality and efficiency. It is carried out by managers to ensure that everybody follows the set way of working. Improvement is by working to ensure that the standard has been mastered. This is a form of quality assurance.

11. What do we know? What is Customer Service? Quality Control? Quality Assurance? What is the main difference between QC & QA? Feedback time!

12. Learning outcomes 1)To apply your previous knowledge to a revision scenario and help others to prepare for the exam. 2)Working with others to create a revision resource which is applied to a chosen organisation. 3)To be able to make a key decision and justify your reasoning.

13. Main Activity Choose a product or service: Think about how you could implement a process to create quality for the customer through quality control or quality assurance for the product/service you have chosen. Please give examples, you may want to mention some drawbacks to your process. (Each person to produce their own mind map).

14. Main Activity Choose an organisation: Education service. Manufacturing of a car. Manufacturing of cosmetics.

15. Additional Information (Student) for QA year 11 current Mind map these ideas in the context of your business. Think about how you could implement these ideas to create quality in the product/service for the customer? Mind map these ideas in the context of your business. Think about how you could implement these ideas to create quality in the product/service for the customer? http://www.tutor2u.net

16. Additional Information (Student) for QC http://www.tutor2u.net Mind map these ideas in the context of your business. Think about how you could implement these ideas to create quality in the product/service for the customer? Mind map these ideas in the context of your business. Think about how you could implement these ideas to create quality in the product/service for the customer?

17. Learning outcomes 1)To apply your previous knowledge to a revision scenario and help others to prepare for the exam. 2)Working with others to create a revision resource which is applied to a chosen product or service. 3)To be able to make a key decision and justify your reasoning.

18. So which is best? Quality control or a culture of quality assurance? Why? What makes you to think that? Think, Pair, Share - Decision Making.

19. Learning outcomes 1)To apply your previous knowledge to a revision scenario and help others to prepare for the exam. 2)Working with others to create a revision resource which is applied to a chosen product or service. 3)To be able to make a key decision and justify your reasoning. Plenary.