Analyse the different stakeholder groups in organisations and their expectations for quality and service delivery • Analyse the processes used in organisations to meet stakeholder needs • Assess the impacts of poor quality and service delivery for the stakeholders of a named organisation

Analyse the different stakeholder groups in organisations and their expectations for quality and service delivery

• Analyse the processes used in organisations to meet stakeholder needs

• Assess the impacts of poor quality and service delivery for the stakeholders of a named organisation

• Analyse the concepts of quality when delivering a service

• Analyse quality standards which can be used for measuring quality and service delivery

• Explain how an approach to quality management can be implemented in an organisation