-SQA-SCOTTISH QUALIFICATIONS AUTHORITY

HIGHER NATIONAL UNIT SPECIFICATION

GENERAL INFORMATION

-Unit number- 2580579

-Unit title- QUALITY MODELS

-Superclass category- VD

-Date of publication-(month and year)

JUNE 1999

-Originating centre for unit- SQA

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-DESCRIPTION-

GENERAL COMPETENCE FOR UNIT: Explaining the role of quality models inthe management of organisations and identifying the most appropriate models toimplement in given situations.

OUTCOMES:

1. explain the main features of a quality model; 2. explain the role of quality models in the management of an organisation; 3. use the most appropriate quality models for given situations.

CREDIT VALUE: 1 HN Credit

ACCESS STATEMENT: Access is at the discretion of the centre. However, itwould be beneficial if the candidate has knowledge of quality assurance. Thismay be evidenced by possession of the Higher National Units 2580407Principles and Techniques of Quality Management (IQA) or 2580417 QualityAssurance: Introduction (IQA) or similar qualifications.

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Additional copies of this unit can be obtained from:

The Committee and Administration Unit, SQA, Hanover House, 24 DouglasStreet, Glasgow G2 7NQ, (Tel: 0141-242 2168).

At the time of publication the cost is £1.50 per unit (minimum order £5.00).

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HIGHER NATIONAL UNIT SPECIFICATION

STATEMENT OF STANDARDS

Unit number: 2580579

Unit title: QUALITY MODELS

Acceptable performance in this Unit will be the satisfactory achievement of thestandards set out in this part of the specification. All sections of the statement ofstandards are mandatory and cannot be altered without reference to SQA.

OUTCOME

1. EXPLAIN THE MAIN FEATURES OF A QUALITY MODEL

PERFORMANCE CRITERIA

(a) The description of the framework of a quality model is correct.(b) The explanation of the criteria of a quality model is correct.(c) The explanation of the need for an award scheme is correct.(d) The description of the award process of a quality model is correct.

RANGE STATEMENT

Framework: policies; organisation; information; quality assurance; humanresource development; process management; customer satisfaction.

Criteria: policies; organisation; information; quality assurance; human resourcedevelopment; process management; customer satisfaction.

Award process: application; assessment; award decision.

EVIDENCE REQUIREMENTS

Written and/or oral evidence that the candidate can explain the main features ofa quality model as specified in the performance criteria and the range statement.

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OUTCOME

2. EXPLAIN THE ROLE OF QUALITY MODELS IN THEMANAGEMENT OF AN ORGANISATION

PERFORMANCE CRITERIA

(a) The description of the relationship between quality models and thequality assurance system is clear and accurate.

(b) The explanation of the importance of quality models in terms ofimplementing total quality management in an organisation iscorrect.

(c) The explanation of the advantages and disadvantages of qualitymodels in terms of continuous improvement within an organisationis correct.

RANGE STATEMENT

The range for this outcome is fully expressed within the performance criteria.

EVIDENCE REQUIREMENTS

Written and/or oral evidence that the candidate can explain the role of qualitymodels in the management of a specific organisation as specified in theperformance criteria and associated range.

OUTCOME

3. USE THE MOST APPROPRIATE QUALITY MODELS FORGIVEN SITUATIONS

PERFORMANCE CRITERIA

(a) The examples of situations to be used are described clearly.(b) The selection of a quality model for each situation is correct.(c) The implementation of each selection is described correctly.(d) The analysis of each given situation is clear in terms of the quality

model.

RANGE STATEMENT

The range for this outcome is fully expressed within the performance criteria.

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EVIDENCE REQUIREMENTS

Written and/or oral evidence that the candidate can identify and use the mostappropriate quality models for 3 case studies as specified in the performancecriteria.

MERIT STATEMENT: To gain a pass in this unit, a candidate must meet thestandards set out in the outcomes, performance criteria, range statements andevidence requirements.

To achieve a merit in this unit, a candidate must demonstrate a superior or moresophisticated level of performance. In this unit this might be shown in thefollowing ways:

(a) evidence of further reading;(b) ability to provide explanations which recognise the inter-connections

between the topics covered in the unit;(c) evidence of the ability to work independently;(d) a high degree of coherence in the explanations given.

ASSESSMENT

In order to achieve this unit, candidates are required to present sufficientevidence that they have met all the performance criteria for each outcome withinthe range specified. Details of these requirements are given for each outcome.The assessment instruments used should follow the general guidance offered bythe Scottish Qualifications Authority (SQA) assessment model and an integrativeapproach to assessment is encouraged. (See references at the end of supportnotes).

Accurate records should be made of the assessment instruments used showinghow evidence is generated for each outcome and giving marking schemesand/or checklists, etc. Records of candidates’ achievements should be kept.These records will be available for external verification.

SPECIAL NEEDS

Proposals to modify outcomes, range statements or agreed assessmentarrangements should be discussed in the first place with the external verifier.

Copyright SQA 1999

Please note that this publication may be reproduced in whole or in part foreducational purposes provided that:

(i) no profit is derived from the reproduction;(ii) if reproduced in part, the source is acknowledged.

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HIGHER NATIONAL UNIT SPECIFICATION

SUPPORT NOTES

Unit number: 2580579

Unit title: QUALITY MODELS

SUPPORT NOTES: This part of the unit specification is offered as guidance.None of the sections of the support notes is mandatory.

NOTIONAL DESIGN LENGTH: SQA allocates a notional design length to a uniton the basis of time estimated for achievement of the stated standards by acandidate whose starting point is as described in the access statement. Thenotional design length for this unit is 40 hours. The use of notional design lengthfor programme design and timetabling is advisory only.

PURPOSE This unit can be taken as a free standing Single Credit Unit and canbe used as part of the Higher National award programme or added to an alreadyexisting Higher National award. On completion of this unit you will be able toexplain the role of quality models in the management of organisations andidentifying the most appropriate models to implement in given situations.

CONTENT/CONTEXT Candidates should have access to current standardsand specifications. These standards should be current revisions being updatedas required.

Candidates should be given examples of quality models such as the: Europeanquality award (EFQM); Baldridge award; Deming prize; UK Quality award; IIPaward; Charter Mark; SQMS etc.

Indepth study should be limited to four quality models, two of which should beinternational models such as the: European quality award (EFQM); Baldridgeaward; Deming prize.

In general the teaching should be supported with current literature from qualityorganisations eg. D.T.I. or others, and supported with videos from currentexamples of quality models and/or case studies of organisations who arerecipients of quality awards.

Corresponding to outcome 1

It is recommended that:

The history and development of quality models should be discussed. Thisshould include the need and general aims of the award schemes and theimportance of industrial and government support for the schemes.

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Corresponding to outcome 2

It is recommended that:

A formal quality assurance system model such as BS EN ISO 9000 is used as abasis for discussing the relationship between quality models and qualityassurance.

Candidates should be given examples of organisations using quality models andhow these models have affected their organisations.

Corresponding to outcome 3

It is recommended that:

Candidates are given examples of organisations in different sectors such as:private; public; manufacturing; service; etc. The suitability of each quality modelin each sector should be discussed.

APPROACHES TO GENERATING EVIDENCE Corresponding to outcomes:

Outcome 1

Candidates should be given guidelines of the quality awards to be studied. Eachaward should be discussed indepth.Discussion should include: the criteria requirements including the criteria forapplication to receive the award; the need for an award scheme; the methods ofassessment including where appropriate scoring criteria, awarding bodies,qualifications of assessors/award judges.

Outcome 2

Candidates should be given examples of the role of quality models in themanagement of organisations from differing sectors such as: private; public;manufacturing; service etc. BS EN ISO 9000 series model examples should begiven. The examples should highlight the relationship between qualityassurance systems and quality models, the role of quality models in TQM andboth the benefits and disadvantages involved for organisations wishing toachieve a quality award.

Where possible visits to organisations and/or guest speakers from differentorganisations that are recipients or past applicants of quality award schemescould be used to provide real-life examples.

Outcome 3

Candidates should be given examples of organisations that are past recipients ofquality awards from differing sectors such as: private; manufacturing; serviceetc. The examples should highlight the decisions the organisations took indeciding which quality model to follow and the reasons for these decisions.

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Where possible visits to organisations and/or guest speakers from differentorganisations that are recipients or past applicants of quality award schemescould be used to provide real-life examples.

ASSESSMENT PROCEDURES

Outcome 1

Examples of Instruments of Assessment that could be used for this outcome areillustrated in the Exemplars section of these support notes.

Outcome 2

The candidates should be given a case study assignment of an organisation.The case study report should be approximately 1500 words with diagrams whereappropriate.

It is possible to integrate assessment of outcome 2 and outcome 3 with one casestudy. Where integrated assessment is used the case study report should be atleast 2500 words with diagrams where appropriate.

Outcome 3

The candidates should be given a case study assignment that covers 3situations. The three situations should be based on three separate organisationsfrom different business sectors such as private service, public service,manufacturing industries etc. The candidate should submit a case study reportthat should be approximately 1500 words with diagrams where appropriate.

The report should include:

• an analysis of each situation• the selection of an appropriate quality model for each situation• a description of the implementation for the quality model selected in each

situation Where assessment is integrated with outcome 2 the case study report should beat least 2500 words with diagrams where appropriate. Further sources of information. • Guidelines for Deming, Baldridge, EFQM, UK Quality Award, IIP and Charter

Mark.• Rao A, Carr L.P., Dambolena I., Kopp R.J., Martin J., Rafii F., Schlesinger

P.S., 1996, Total Quality Management – A cross functional perspective, J.Wiley and Sons inc.

• Oakland J.S. 1995, Total Quality Management – Text with Cases,Butterworth Heinemann.

• Bendell A., Boulter L., and Kelly J., 1994, Implementing quality in the publicsector, Pitman.

• Dale B.G., 1994, Managing Quality – 2nd Ed., Prentice Hall.

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EXEMPLARS

Outcome 1

PC(a) Describe with the aid of a block diagram, the framework of aquality model.

PC(b) A quality model such as the Baldridge Award has a number ofmain criteria.Explain in no more than 50 words, the requirements for each ofthe following criteria:

(i) Policy(ii) Organisation(iii) Information(iv) Quality assurance(v) Human Resource Development(vi) Process Management(vii) Customer Satisfaction

PC(c) Explain in no more than 50 words the need for quality awardschemes.

PC(d) Outline and describe the three key processes organisations arerequired to follow to achieve the European quality award.

RECOGNITION

This unit contributes to the HNC/HND Quality.

REFERENCES

1. Guide to unit writing, SQA, 1993 (Code: A018).2. Guide to assessment, SQA, 1993 (Code: B005).3. Guide to certification, SQA, 1996 (Code: F025).4. Notes for unit writers, SQA, 1995 (Code: A041).

For details of other SQA publications, please contact staff in the Sales andDespatch section (Tel: 0141-242 2168) who can supply you with a copy of thepublication list (Code: X037).

Copyright SQA 1999

Please note that this publication may be reproduced in whole or in part foreducational purposes provided that:

(i) no profit is derived from the reproduction;(ii) if reproduced in part, the source is acknowledged.