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Planning and Performance Management - CMI Level 5 Diploma in Management MAQ
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PLANNING AND PERFORMANCE MANAGEMENT ASSESSMENT - LEVEL 5Explain the meaning of “quality” and the key terms and systems used in quality management.
My understanding of the meaning of “quality” is as follows:
Quality is defined by its relative usefulness, whether that quality be good or bad, if it proves
itself obviously useful or not in a certain subject matter, then it can be measured and is
therefore always useful. Something which has good quality has relative usefulness in
relation to its subject matter in a positive manner. Poor quality can also provide a positive
usefulness, in that improvements can be identified. Therefore, my understanding is that
“quality” itself is a measurement tool for identifying positive and negative relatives.
Some of the key terms used in quality management are as follows:
Definition of performance measures.
Results analysis.
Compliance measurement.
Process evaluation.
Provide a culture and process for continually improving and feeding back.
Source: http://www.abcb.demon.co.uk/iso9k2kworkbook_part5.html
To provide further clarification of the key terms identified above, Definition of performance
measures is akin to that contained within Annex C and Chapter 4 of the National Policing Plan, in
that each of those listed are to be measured and how they are measured, against what.
Results analysis concentrates on analysing the information that you hold to ensure that it is of quality
and can be utilised to measure against performance indicators.
Compliance measurement simply measures the level to which the individuals involved, comply with
the processes and procedures implemented to maintain the level of quality expected.
Process Evaluation is a quality correction measure when something is identified as being inadequate
to meet performance indicators.
Providing a culture for continually improving and feeding back is in itself a description.
Some systems for assisting in the implementation and management of quality have been included
and are on the following page:
Page - 1
, ISO 9000 - Implementing quality management consists of building the eight quality management
principles of ISO 9000 onto this foundation. The following diagram lays out the quality management
system model. The ISO 9000 standard is the main set of International Standards applying to the
management of quality systems and is the most common standard currently is use.
The Balanced Scorecard - The Balanced Scorecard is a system you can use to manage and measure
your business performance in areas that are crucial to its success. The system focuses on four areas:
learning and growth
internal business processes
customer perception
financial health
Learning and growth, this identifies investment in developing the skills, capabilities and
knowledge of employees for the long-term benefit of the business. Training and education.
Internal business processes that drive your business forward, such as the number of new products
or services you create and new product development time.
Customer perception of your business. This considers customer satisfaction with service.
Financial health of your business. This means putting in place measures that support profitability,
growth, value creation and risk assessment.
Source: http://www.abcb.demon.co.uk
Source: http://www.businesslink.gov.uk
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