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Quality management assignment 2
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3.1 Explain how quality management can be measured
3.1.2 Emphasis of approaches - Statistical Process Control
3.1.3 Comparison with past performance
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs
3.2.2 Non - user survey
3.3 The methods of consultation employed in one quality scheme to encourage participation by under-represented groups
3.3.1 Definition of Underrepresented group
3.3.2 Methods of consultation employed to encourage the participation for underrepresented group
3.4 Identify the value of complaint procedures and analyses how they may be used to improve quality
3.4.2 Mattel customers’ complaint procedures flow chart
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