Assessment Context: You are the new manager of a chain of 'fast food restaurants' in Australia. You report to the owner of the business who has no active involvement in the chain, but has firm expectations about how it will be managed. The owner has given you twelve months to successfully implement Total Quality Management at the chain.

Assessment Task:

You are required to write a 3000 word short report to the owner of the business that describes how the organisation will implement Total Quality Management. Describe how you will prove to the owner that you have successfully implemented Total Quality Management. The proof must be able to be observed or measured. This must be supported by appropriate references. Write an Action Plan that lists the steps in implementing Total Quality Management at the chain of fast food restaurants. This is a simple list of sequential steps, supported by at least one reference. Describe each of the steps by stating in plain Australian English what will be done, why it will be done, and who will do it. It should be clear to the reader what the step involves. This must be supported by appropriate references.

Note: The organisation is fictitious. You can invent information about the organisation. Do not use up a lot of words doing this, and try to keep it realistic. Always remember that the purpose of the report is to demonstrate what you know about quality management and about the implementation of Total Quality Management. It is not about demonstrating in-depth knowledge of retail sales or other industries. You should conduct research to identify a suitable implementation process. Inspiration and further advice to guide your research and application will be provided on the course website. Use the organisation as a way to demonstrate your knowledge of the course content, including the textbook and additional reading you have done. This involves extensive referencing of theory available from these sources. Provide an executive summary, introduction, conclusion and recommendations. Use appropriate headings for the body of the report. Use at least eight (8) references from the course materials and your own reading that are specifically 'quality management' references. These should be from peer reviewed journal articles and quality management textbooks. The eight (8) references described above are in addition to any references you provide that give information about a chain of fast food restaurants. Use in-text referencing and a reference list, following the CQUniversity Harvard Referencing Style Guide provided on the course web site on Moodle. You are encouraged to use bullet points, illustrations and diagrams to reinforce your argumentation where appropriate. Assessment Criteria Your report will be assessed according to the following criteria. Your report analysis, recommendations and presentation must demonstrate: Thorough understanding of relevant quality management concepts, principles, theories, tools and models in regards to the case study and the questions. 60% Appropriate and well structured, concise and clear expression of quality management arguments.