Qantas- Business management and change

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For internal students the subject of this assignment is to be a tourist organisation such as a transport, accommodation, attraction or service organisation . Examples include an airline, a hotel chain, a zoo or a travel bureau.

In your report you should address the following questions/issues

Brief details of the organisation

What should quality management mean to that organisation and how should it be defined?

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What customers or customer groups does this organisation have and how should the management determine what the various customers expect as a quality product and/or service from the organisation.

What does the cost of quality mean to the organisation in terms of prevention, appraisal and failure costs?

How could and/or should a quality program be implemented and managed in this organisation?

What difficulties or limitations are there in applying the theoretical and practical concepts presented in this program to the selected organisation?

Or B

Select a significant article, a textbook, video, website or major report on quality management and provide a critical appraisal on your selection as outlined below. Before commencing work, submit brief details (and a copy if possible) of the article, textbook, video, website or report to your lecturer or tutor for approval.

(a) Provide a summary of the key points made in the selected item.

(b) Provide critical comment on the content of the item basing your comment on the content of the course material presented in Modules 1 to 7.

(c) Identify points made in the item which are in conflict with some part of the material presented in this course.

(d) Identify points made in the item which are in concert with some part of the material presented in this course.

(e) Indicate any significantly positive points made in the selected item

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