Quality in Customer Focussed Operations

DESCRIPTION OF ORGANISATION (5%)
-     Identify the company, products/services and main customers
 
DESCRIPTION OF TWO OPERATIONAL PROCESSES (20%) 
–    Use an ITO (Input resources-Transformation Activities-Outputs) table to represent each process 

LITERATURE REVIEW (45%) 
–    Research the latest academic writings on Quality Management and related Customer Expectations/Perceptions aspects

APPLICATION OF CONCEPTS (30%) 
-        Identify potential quality problems in the processes described
-     Propose solutions for the problems
-    Discuss challenges to implement the proposed solutions

MAX WORD COUNT 3000 +/- 10%