BUS363 Total Quality Management

You must demonstrate written proficiency by producing a report of not more than 13 pages (including diagrams, but excluding the cover page, and the reference list) in Microsoft Word 2010 . Key illustrations and diagrams should be shown in the main report. You must address the following questions in sequence. Your analysis and the written report shall be developed in the context of the food court industry, your chosen food court operator and its current situation. Question 1 (a) Identify four (4) different food court customer segments. For each segment, examine what the customers want most from the food court. Apply a common definition of quality (Ref. Study Unit Section 1-1) related to the customers’ want and recommend an action for any food court operator to satisfy this want. Note: In total you must use at least three (3) different definitions of Quality, one for each customer segment.  (b) Many providers of hawker food have their own brandings associated with their food. They enjoy large customer base, e.g., City Satay. You are required to identify a popular branded local hawker food (other than City Satay) which can be purchased from a food court or a hawker centre. Use any three (3) of Garvin’s eight quality dimensions to illustrate how its producer achieves food quality.  Question 2Identify a problem you observe at a food court Organise Six Sigma DMAIC processes seamlessly to solve the problem. You must begin by introducing the DMAIC process to the food court’s management. For each step of DMAIC, select one (1) quality tool and examine how it can be used in the Food Court’s situation.