Evaluate the future of quality measurement systems given the current online environment and use of technology

It on the part of Assignment 2 required to read the attached case study – ISO Quality Management Principles. (ISO 9000:2015 – Quality management systems). Apply these principles to your restaurant concept. (Quick Service restaurant) REQUIREMENTS: The case study needs to include the following points: Analysis • Introduction – what is quality? Discuss your understanding of the concept of quality. Why do you think it is relevant in hospitality? • Compare and contrast different quality systems used in the hospitality industry international. ISO 9000:2015 – Quality Management System in hospitality industry VS Michelin Star link from my course about Michelin Star https://restaurantengine.com/michelin-star/ https://www.vanityfair.com/culture/2015/09/top-chefs-michelin-stars https://www.tripsavvy.com/about-michelin-stars-1329159 ISO https://www.youtube.com/watch?v=_FnQPUpJ6-Y • Critique the systems Pro, Con and Change • Apply the ISO principles to your restaurant concept Restaurant concept is Quick service restaurant (healthy salad bowl, like Subway you can customise a sandwich my concept is the same but salad bowl) • Evaluate the future of quality measurement systems given the current online environment and use of technology

Bachelor of Culinary Arts and Business
CB302
QUALITY SERVICES MANAGEMENT
Assessment Information
August 2021
Contents

Assessment regulations ………………………………………………………………………………… 3
Passing CB302…………………………………………………………………………………………. 3
Research Report Marking Guide…………………………………………………………………….. 6
Service Delivery Case Study………………………………………………………………………….. 7
Case Study Marking Guide ………………………………………………………………………….. 12
Assessment regulations
You must submit work for each assessment for CB302 Quality Services
Management. The work must be submitted by the specified deadline date unless a
request for deadline extension has been approved.
You are expected to behave honestly during assessments. ALL material presented
for an assessment must be your work. No part of an assessment may be submitted
as part of another assessment unless specified by the lecturer. Details on
extensions and other assessment policies are provided in your Student Handbook
for the Bachelor of Culinary Arts and Business.
Passing CB302
To pass CB302 ALL assessments must be attempted. The individual assessment
marks will be totalled across the paper. In order to gain a Pass grade for this paper,
you must achieve a C grade or higher (i.e. a cumulative total of 50 or more marks
across all assessments). If you receive a total grade of D you will receive a Fail.
Course grades
The following percentages for each grade will be used, as per LCBNZ QMS:
A+ 90-100
A 80-89
B+ 75 – 79
B 65 – 74
C+ 60 – 64
C 50 – 59
D 0 – 49
F Required assessment/s not submitted
Assignment 1
Weighting 40%
4 x 10%
Individual
Learning
Outcomes:
2,3,5,6
TASK
You are required to submit research reports discussing
current and future thinking about hospitality services
management and delivery.
Review the information and marking schedule below.
Topics:
1. Strategy – service excellence
2. Customer value
3. Design – service excellence
4. Quality Control Systems
DUE DATES:
1. 30
th August
2. 13th September
3. 4
th October
4. 5
th November
Submission
You need to submit your reports via Moodle.
2. Examine and evaluate the role of strategic
management for the establishment of protocols
that allow for the delivery of service excellence.
3. Explore and assess the key organisational
structures necessary for service excellence.
5. Apply the strategic principles involved in
implementing a quality control system.
6. Critically evaluate strategies for the organisation
to position itself as a leader in the development
and delivery of service excellence and managing
customer value.
REQUIREMENTS:
Research, analyse and comment on the following areas and the impact on
service delivery and design in hospitality businesses. Consider the current
hospitality environment with the Covid 19 global pandemic. For the reports
link each of the four topics together. Each of the topics link to the previous
topic to form a coherent report for the impact on service delivery and the
potential future for service delivery. Consider the current trends and
responses from hospitality businesses. Use Manning’s (2019) Domino’s test
AI quality control technology article as a basis.
TOPICS:
1. Strategy – Think about how strategy impacts every aspect of the
business and how these this impacts on overall service. What
strategies have businesses put in place to manage the current
environment? What strategies could businesses put in place to help
manage in the current environment?
2. Customer Value – how do systems and processes put in place in
businesses impact on customers’ perception of quality and value?
How has the current environment changed customers perception of
value? How do customers behave? Have they changed their
behaviour? What changes do customers help make – are services
customer or business driven? What roles do customers play in service
delivery and design? Consider all aspects from the business,
customer and supplier perspective.
3. Design – Develop protocols and measurements for delivering service
excellence. Think about developing a criterion for excellence. What
organisational structures need to be in place to facilitate excellence?
4. Quality Control Systems –What quality control systems would you
suggest as appropriate for a hospitality business? Consider the
principles of service excellence.
In your report you need to demonstrate the following skills:
• Research
• Critical thinking
• Analysis of information
• Evaluation
• Problem Solving
Research Report Marking Guide – Strategy
Course number: CB302
Student name: ________________________________
Lecturer: ________________________________
Possible
Mark
Your Mark
Introduction
• Provides interesting introduction (3)
• Covers main points of the report (1)
4
Findings/Discussion:
Strategy
The report answers the following points:
• Impact of strategy on delivering a quality service
• Business aspects affected by strategy and the
delivery of services
• Current trends
40
15
15
10
Conclusion
Conclusion/s are clearly stated (4)
4
Demonstrated Skills
• Research (3)
• Analysis is backed up by theory (2)
• Arguments logically constructed (1)
• The discussion is at an appropriate level of depth and
breadth – critical thinking skills (3)
• At least 5 references (1)
10
Total Marks
Weighting
65
10%
Research Report Marking Guide – Customer Value
Course number: CB302
Student name: ________________________________
Lecturer: ________________________________
Possible
Mark
Your Mark
Introduction
• Provides interesting introduction (3)
• Covers main points of the report (1)
4
Findings/Discussion:
Customer Value
The report answers the following points:
• Impacts of business processes on customers and
perception of quality and value
• What changes do customers help make
• Are services customer or business driven,
• What roles do customers play in service delivery
and design?
• Consider all aspects from the business, customer
and supplier perspective.
• Current trends
50
15
10
5
5
5
10
Conclusion
Conclusion/s are clearly stated
4
Demonstrated Skills
• Research (3)
• Analysis is backed up by theory (2)
• Examples provided of best practice (2)
• Arguments logically constructed (1)
• The discussion is at an appropriate level of depth and
breadth – critical thinking skills (1)
• At least 5 references (1)
10
Total Marks
Weighting
68
10%
Research Report Marking Guide – Design
Course number: CB302
Student name: ________________________________
Lecturer: ________________________________
Possible
Mark
Your Mark
Introduction
• Provides interesting introduction (3)
• Covers main points of the report (1)
4
Findings/Discussion:
Excellence
The report answers the following points:
• Protocols and measurements developed for
delivering service excellence.
• Criterion developed
• Organisational design needed to facilitate
excellence
• Current trends considered
• Examples provided of best practice
54
15
15
10
10
4
Conclusion
Conclusion/s are clearly stated (4)
4
Demonstrated Skills
• Research (3)
• Analysis is backed up by theory (2)
• Arguments logically constructed (1)
• The discussion is at an appropriate level of depth and
breadth – critical thinking skills (1)
• At least 5 references (1)
8
Total Marks
Weighting
70
10%
Research Report Marking Guide – Quality Control Systems
Course number: CB302
Student name: ________________________________
Lecturer: ________________________________
Possible
Mark
Your Mark
Introduction
• Provides interesting introduction (3)
• Covers main points of the report (1)
4
Findings/Discussion:
Quality Control Systems
• Appropriate control system suggestions.
• Principles of service excellence considered
• Relevant examples provided
• Current trends considered
60
30
15
5
10
Conclusion
Conclusion/s are clearly stated (4)
4
Demonstrated Skills
• Research (3)
• Analysis is backed up by theory (2)
• Examples provided of best practice (2)
• Arguments logically constructed (1)
• The discussion is at an appropriate level of depth and
breadth – critical thinking skills (1)
• At least 5 references (1)
10
Total Marks
Weighting
80
10%
Service Delivery Case Study
Assignment 2
Weighting 60%
50% report
10% presentation
Individual
Learning
Outcome:
1, 4
TASK
You are required to read the attached case study –
ISO Quality Management Principles. Apply these
principles to your restaurant concept.
1. Analyse the concept of quality and
measurement systems
2. Compare and contrast international quality
systems that are available and are used in a
hospitality setting internationally.
3. Apply the ISO principles to your restaurant
concept
4. Present your findings to the class
Review the requirements and marking schedule below.
DUE DATE: 3 December 2021
Presentation: 7 December 2021
Submission
You need to submit your case study via Moodle.
5. Critically analyse the concept of quality and
associated quality measurement systems.
6. Explore and analyse the principles and
practices of quality control in the international
setting.
REQUIREMENTS:
The case study needs to include the following points:
Analysis
• Introduction – what is quality? Discuss your understanding of the
concept of quality. Why do you think it is relevant in hospitality?
• Compare and contrast different quality systems used in the hospitality
industry international.
• Critique the systems
• Apply the ISO principles to your restaurant concept
• Evaluate the future of quality measurement systems given the current
online environment and use of technology
In your report you need to demonstrate the following skills:
• Research
• Critical thinking
• Analysis of information
• Evaluation
• Reflection
Presentation
The best presentations are always interesting and memorable for your
audience. Think CREATIVELY! Your oral presentation should be supported
with visuals. Please provide the lecturer with a copy of any written material via
Moodle before your presentation begins.
Oral presentations should be 10 minutes long. There will be a further 5 minutes
for questions.
Case Study Marking Guide
Course number: CB302
Student name: ________________________________
Lecturer: ________________________________
Possible
mark
Your
mark
Introduction
• Introduces the topic of quality control systems
10
Analysis of Quality Measures
• Evaluation of the concept of quality
• Comparison and contrast of systems relevant for
hospitality sector
• Critique of systems
• Application of ISO principles to restaurant concept
• Evaluation of future quality measurement systems
65
10
20
10
15
10
Demonstrated Skills
• Analysis is backed up by theory (2)
• The discussion is at an appropriate level of depth and
breadth – critical thinking skills (2)
• There is evidence of extensive reading – at least 15
references (5)
10
2
2
1
Total marks:
Weighting
95
50%
Marked by: Date:
Oral presentation marking guide
Course number: CB302
Student name: _____________________________
Lecturer: __________________________________
ORAL PRESENTATION
1. Introduction
• Provides a clear and appropriate introduction to the
group and their project
• Clearly states what will be covered in the presentation
2
2
2. Delivery of presentation
• Presenter speaks clearly and confidently and at an
appropriate level for audience
• Presenter engages with audience
• Presentation is lively and interesting
• Presenter keeps to time, is succinct and to the point
• Presenter is appropriately dressed and well presented
2
2
2
1
1
3. Props and audio visual aids
• Has well prepared audio /visual material or props as
appropriate to support the oral presentation
• Audio /visual aids add interest to the presentation (i.e.
include pictures, diagrams etc. not just words)
2
2
4. Content
• Evidence of relevant research
• Appropriate information selected
• All aspects of the topic well covered
• Clear, logical order (Introduction, Preview, Main points
and supporting points, Review, Conclusion).
• Effective Introduction and Conclusion
• Information is adapted to the audience
3
5
5
3
2
2
5. Questions
• Speaker shows a sound understanding of all aspects of
the topic by answering questions at the end of the
presentation with clear and appropriate answers
4
Further comments:
Total marks:
Weighting:
40 10%
Marked by: Date: