BSM522 Quality

Management and Excellence

Models

Assignment Overview

• Raymond Davies (Module

Coordinator)
Pecha Kucha’s currently being
reviewed & feedback given
And Finally…..

• A great achievement, a sense of accomplishment,

now to build upon it –

What are your next steps?
• BSM260 artifact
• CQI presentation in November
• BSM522 assignment developed
Where are we on the module?

Please submit your assignment response into the assessment dropbox by 4th December
at 13.00 hours GMT.
 BSM522 Module Topics and Schedule
Topic Topic Title Week Lecture Presentation
No. Commencing
1 The Quality Agenda 18/09/2023 Raymond Davies
2 The ISO Standards 25/09/2023 Raymond Davies
3 Performance Excellence Models 02/10/2023 Raymond Davies
4 Operational Process Improvement: Tools and Techniques I 9/10/2023 Raymond Davies
Connect and Reflect week
5 Operational Process Improvement: Tools and Techniques 23/10/2023 Raymond Davies
II
6 Corporate Process Improvement 1: Leadership, Strategy 30/10/2023 Paolo Monachello
and Organisational Structure
7 Corporate Process Improvement 2: Creating a 06/11/2023 Paolo Monachello
Performance Mindset through Motivation & Workforce
Engagement
8 Risk, Resilience and Quality Management 13/11/2023 Paolo Monachello
9 The Future of Quality 20/11/2023 Paolo Monachello

* Assessment Deadline is 1.00pm on 4th December 2023

BSM 522 Module Topics
Topic 1: The Quality Agenda
Topic one introduces learners to Quality, what it
means, how did the 'quality movement' get started
and why. It will look at how it has evolved and
how it can be positioned in an organisation today,
regardless of size and complexity.
Topic 2: The ISO Standards
Topic two introduces and reviews the ISO 9001
quality standard and the accreditation process. It will
consider the potential benefits this can bring to an
organisation.
Topic 3: Performance Excellence Models
Topic three looks at performance excellence. This
includes reflecting on the EFQM Excellence Model and
TQM model as well as the Baldrige award.
BSM 522 Module Topics
Topic 4 & 5: Operational Process
Improvement: Tools and Techniques 1
&2
Topics 5 and 6 deal with operational process
improvement and introduces a range of
methodologies including Kaizen, DMAIC, Six
Sigma and Lean Management.
BSM 522 Module Topics
Topic 6: Corporate Process
Improvement 1: Leadership, Strategy
and Organisational Structure
Topic six is the first of two topics dealing with
corporate process improvement. This topic
highlights Leadership, Strategy and
Organisational Structure.
Topic 7: Corporate Process
Improvement 2: Creating a Performance
Mindset through Motivation &
Workforce Engagement
Topic seven continues with the corporate process
improvement theme but this week discusses
performance mindsets and workforce engagement.
BSM 522 Module Topics

Topic 8: Risk, Resilience and Quality

Management
Topic eight presents some interrelated
themes of quality in the form of risk
and resilience.

Topic 9: The Future of Quality

The topic materials conclude with some
considerations for emerging themes in
quality and what is next for the discipline.
The Assessment
The Assessment
• The details of the assessment will be covered at
various points on the module.
• Make sure you familiarise yourself with the
requirements of it. Details of the assessment can
be found on module page under the heading
‘Assessment’
• The assessment for this module is in the format of
an undelivered presentation. It has a set structure
for what needs to be included in your PowerPoint
slides which you will upload to the moodle
dropbox.
• It is important that you schedule time to ensure a
timely submission
• The deadline is 1pm 4th December 2023
• Work on your assessment response as the module
progresses, do not wait until the teaching finishes
to begin or you will have limited time to complete
it.
The Assessment

• 1 Individual Presentation slide pack (100%),

which contains 12 slides only.
• 300 words on each slide - It should be
written in your own voice and not from other
sources
• Time Management is not an extenuating
circumstance
• Write as you progress
• There will be no ‘reviews’ by staff beforehand
(Department Policy)
• Submission via Turnitin.
 The Assessment
You are a quality management specialist and have been invited to
give a presentation to the board of Aberdeen-based transport
company First Bus Aberdeen. The organisation is exploring ways
that it can meet or exceed customers’ expectations, and they believe
it could do more to build a ‘culture of quality’ within the company.

First Bus Aberdeen employ over 500 local staff and operates a fleet
of 160 buses in the city of Aberdeen. They have a quality
management system which is designed to be compliant with the
requirements of ISO 9001:2015. They seek to improve their
quality management practices so they can deliver a high level of
quality and service to their customers whilst also improving the
efficiency and effectiveness of their internal business
processes.
 The Assessment
For the purpose of this assessment, you are
required to take the role of an external consultant
and provide a presentation to the board of First Bus
Aberdeen on a number of quality management-
related issues.

You should use only open-source information on

this organisation – the website address is:
https://www.firstbus.co.uk/aberdeen and their
quality policy can be found at:
https://www.firstbus.co.uk/aberdeen/about-us/cust
omer-care/quality-policy
 The Assessment
 Outline to the board of First Bus Aberdeen a fundamental principle of quality
management and highlight how this principle can provide benefits and build a culture of
quality. Showcase to First Bus an example of another organisation’s efforts to support your
recommendation.

 Recommend to First Bus Aberdeen a continuous improvement tool that they could adopt
for its operations. Introduce it and explain the positive impact it could have on their
business. Highlight to the board an example of another company that has used this tool
successfully.

 First Bus Aberdeen places great value on being ISO 9001 compliant, provide some
guidance for its approach to strategy and leadership efforts. Recommend to them
some advice for creating a performance mindset through measurement. Provide an
organisational example to support your answer.
 The Assessment Structure
Specific Slides to Include Expected Number of Relevant Learning Relevant Module Topics
Slides Outcomes

Title Slide (Include student name, matriculation number, module name 1 - -

& number)
Contents Slide (Provide an overview of the topics you will cover in your 1 - -

presentation)
1. Introduce a fundamental principle of quality management. 1 Learning Outcomes: 1, Module Topics: 1, 2, 3, 8, and 9.
3, 4, and 5.
1
Highlight how this principle can provide benefits and help
build a culture of quality at First Bus Aberdeen.

Supporting case study example.

1
1 Learning Outcomes: 2, Module Topics: 2, 3, 6, 7, and 8.
2. Recommend a continuous improvement tool.
4 and 5.

Explain the positive impact the chosen tool could have to First 1
Bus Aberdeen.

Supporting Case Study Example

1
 The Assessment Structure (Cont)
Specific Slides to Include Expected Number Relevant Learning Relevant Module Topics
of Slides Outcomes

3. Provide guidance for creating a performance mindset through 1 Learning Outcomes: 3, 4, Module Topics: 4, 5, 6, 7, 8, and 9.
and 5.
measurement.

Recommend specifically how First Bus Aberdeen could improve its

1
strategy and leadership efforts to better develop a performance
mindset through measurement.

Supporting Case Study Example

1
References Slide (Provide all the references that were included in the 1 - -

development of your presentation. We expect that you will include all

your references in only one slide. It is fine to make the font size on this
page as small as appropriate to fit in your references. If you run out of
space in the main slide area, you can also continue to add references in
the notes section of your PowerPoint presentation).
* Please note that there is a maximum of 300 words to be used for the written narration on any one slide. There is no requirement to provide any commentary on the title or references
slides. The supporting case study examples can be from any external organisation or industry.
 The Assessment
• When creating the presentation,
all theories, models, and
organisational examples need
to be sourced to show where
information originated and
referenced correctly on your
references slide.

• For the benefit of clarity, the

diagram below highlights an
example slide showing the two
areas in a PowerPoint where
information should be inputted.
 The Assessment
• The written narration included in the notes section of
PowerPoint needs to be in your voice and opinions
expressed need to be justified with supporting
academic sources. Any copied and pasted narration
(out with quotes used) from other sources will not be
considered in the evaluation of your work. If you are
discussing theories/models, then summarise in your
own terms, then reference them. All diagrams and
images should only be included in the main slide area
(be sure also to reference these sources). There is a
maximum word count of 300 words for the narration
of any one slide in the notes area. This will require you
to be concise with your information.
 The Assessment
• References are from a credible source, e.g. no Wikipedia or websites
such as Smart Tools or Slide Share
• Statements or positions have a supporting reference from academic
sources
• All claims made should have a name next to them, e.g. the most common colour of
car in the United Kingdom is red (Smith, 2012)
• All referencing conforms to the RGU Harvard Style Guide
• Avoid being descriptive
• The work show critical thinking, i.e. shows differences of opinions, often
illustrated by words such as ‘however, alternatively, in contrast’ etc.
• The slide reads well, i.e. it is simple to understand and avoids confusing
terminology and poor wording
The Assessment: Marking Grid
The Assessment: Submission Format

The assessment response should include two documents,

your original PowerPoint presentation, and a PDF of this
presentation to generate a Turnitin report. The instructions
for how to convert a PowerPoint file into a PDF can be
found in the module Moodle area. Both files should be
uploaded to the assessment drop box on the module page
by the 4th of December 2023 at 13.00pm, GMT. The
presentation should be created around the following
structure:
Any Questions?
Looking Ahead – Next Weeks Tutorial
 Process Mapping Activity

This Activity has Two Parts:

• Create a process map for a process of your

choice. This could be anything from the step-by-
step stages of brushing your teeth to a business
operation. Try and keep it simple and high level
so it fits on one page.

• With the process map that you have created,

think of how the Poke-Yoke technique could be
applied to it and try and mistake proof it. Explain
what your solution would be to the process and
outline the intended benefits.
Process Mapping Activity
Process Mapping Activity
 What to Consider When Selecting a Process to Map:

• The process should be manageable (inputs / outputs / decisions).

• There should be considerations given for the scale (should not be
too big to begin with).
• Select a process that has the potential for improvement.
• Able to demonstrate results.
• Should be of interest to many stakeholders in the organisation
(so not just mapping your own work processes but ones that have
interactions)
• A process that is impacting the business now.
• One that has management support.
 Getting Started With Process Mapping

Getting Started: Improvement Factors to Look For

• Define the scope, where does the • Are there any delay points in the
process begin and end? process?
Questions to Ask During the Process: • Are there any cumbersome
• What triggers or starts the process? forms / documentation used in
• What are the inputs? the process?
• What is the next step? • Non-value added activities (non
• What are the outputs?
customer benefit activities).
• What media is used? (email, hardcopy)
• How is the customer (internal &
• Any repetition in the process?
external) affected by this? • Any confusion in the process?
• How is the supplier (internal & • Is there any misunderstanding
external) affected by this? between processes?
• Does this step require special training? • Is there a lack of
• Does this step need documentation? documentation?
• What are the potential problems in this
step?
Poka-Yoke Approach for Mistake-Proofing Processes

• A Poke Yoke is the process of trying to ensure a

mistake doesn’t happen.

• Apply this concept to your process.

• Consider how a process stage could be added /

changed to introduce ’mistake-proofing’. This
may be an improvement, a re-design, a solution
to a potential error, an additional output.

• Explain the benefit of your suggestion.

Prepare For Your Tutorial

Come ready to your

tutorial with a
process idea ready
to develop further.
• Any Questions?