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1.1 Critically assess the organisation’s effectiveness in managing quality to meet or exceed customer requirements

Managing improvement (M5.02)


Managing improvement (M5.02)



Credit value:


Learning outcomes

Assessment criteria

  1. Understand the effectiveness of the organisation and own ability to manage and improve quality to meet customer requirements

1.1 Critically assess the organisation’s effectiveness in managing quality to meet or exceed customer requirements

1.2  Evaluate own ability to manage quality to meet or exceed customer requirements

2. Be able to plan and implement projects to meet, and if possible exceed, customer requirements


2.1  Develop an improvement plan that is designed to meet and, if possible, exceed customer requirements

2.2  Implement improvement plans designed to meet or exceed customer requirements

Additional information about the unit


Unit purpose and aim(s)

To develop understanding and ability to manage quality, so as to be able to plan improvements to meet or exceed customer requirements, as required by a practising or potential middle manager.

Details of the relationship between the unit and relevant national occupational standards or professional standards or curricula (if appropriate)

Links to Management & Leadership 2008 NOS: F2, F8, F9, F10, F11

Assessment requirements or guidance specified by a sector or regulatory body (if appropriate)


Support for the unit from a sector skills council or other appropriate body (if required)

Council for Administration (CfA)

Location of the unit within the subject/sector classification system

Business Management

Unit guided learning hours


Additional Guidance about the Unit Managing improvement (M5.02)

Indicative content:



  • Quality and customers; quality assurance, quality control and quality auditing
  • Quality systems such as BSI, ISO and IiP (benefits and accreditation)
  • Total Quality Management
  • Tools for maintaining quality, such as records and, where relevant to organisation, the use of statistics
  • Conformance and development and practical steps to improve quality
  • The costs of quality (positive and negative aspects)
  • Concept of internal and external customers and their importance as the focus of the organisation’s activities
  • Methods of identifying potential customers
  • Methods of identifying customer requirements and monitoring customer satisfaction
  • Benchmarking service standards
  • Techniques of work and improvement planning to meet customer requirements, such as specifications and service standards, scheduling, and logistics



  • Scoping an improvement plan to identify and prioritise areas for improvement, define success criteria and set targets for improvement to meet customer requirements
  • Developing and implementing an improvement plan

Managing improvement (M5.02)

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