Essay
Task 4A (P4)
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Use different techniques to identify perceived quality gaps for a selected service/product Checklist of evidence required: Individual leaflet
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50504888Tyrell Farrell
Unit 11
Task 4A
MyDay is a product Southend South Essex college use for their students to be able to view their
work, mail, attendance and other various options. MyDay is actually rather useful and effective in
terms of notifying students and keeping them up to date with their mail and assignments. However,
the main issue with MyDay is that students face problems and have no real place to report it and for
change to happen. There are a few things that can be done to fix this problem.
Focus Groups Benchmarking
Many students
Benchmarking have
is used an opinion on
to evaluate
and the MyDay system
understand used by
the position of athe
college, hosting a focus group
business in relation to the resources would
theyallow students
provide; also totobetter
voice help
their opinion
freely
identify andInfeel
areas thatofthey are being
need
listened to. The focus group would
improvement.
need to be filled with a diverse range
To establish benchmarking for South
of member of different ethnicity’s,
Essex College you need to
gender, professions and age;
understand the resources MYDAY
however they all share the common
provides and its processes.
interest of seeing MYDAY improved
upon.
A. Fully understanding MYDAY’S
resources and its processes
Value Chain
B. Analyse other colleges and
their processes
A value chain is the process or the C. Compare their performance
activities by which a company adds against South Essex College’s
value to an article, including D. Implement the necessary
production, marketing and the steps in order to improve and
provision of after-sales service. A close the performance gap
value chain organises these activities
in order to analyse them properly. Fishbone Diagram
The end goal of a value chain is to The fishbone diagram is a simple tool
establish communication in each that enables a quick and effective
stage ensuring the resources are insight into the root cause of a
utilised fully and work the best way problem. It is mainly used to
possible for the students. brainstorm issues and their causes.
The causes for problems are grouped
into different categories; for our case,
that group would be quality gaps
with the resources and what caused
them included. The fishbone diagram
highlights the precise problems that
need to be fixed.
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