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Kashmir Education Foundation, Rawalpindi *

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1000

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Information Systems

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Nov 24, 2024

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docx

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Uploaded by SargentCloverMole75

For this assignment, students will work in groups of 5 to build a Quality Assurance Plan. Please read the blog about how to build a foundation for an entrepreneur who needs to ensure customer service requirements are maintained. make a WORD document with the following sections: 1. Define standards and goals for your hot beverage product and customer service (use VOC as a template to gather information from the Discussion Forum in week 1), What KPI's or measurements will you put in place to ensure quality 2. Set Policies and Procedures for each team member (e.g. cash, barista) 3. Communication: Outline how the QA plan will be communicated 4. Implement Procedures 5. Get Feedback: how will you evaluate if your quality assurance plan has been successful? With employees, with customers? 6. Measure results: Analyze the KPI's established and VOC 7. Communicate results: how will you communicate to the team 8. Sustainability: How will you ensure improvement is ongoing? 1. Define standards and goals for your hot beverage product and customer service: In order to ensure that our customers are receiving the highest quality product and service possible, we have established the following standards and goals: Product Standards: -All hot beverages must be made with fresh, high quality ingredients -All hot beverages must be made according to the specified recipe -All hot beverages must be made within the specified time frame Customer Service Standards: -All customers must be greeted warmly and promptly -All customers must be served in a friendly and professional manner -All customers' questions and concerns must be addressed in a timely and efficient manner 2. What KPI's or measurements will you put in place to ensure quality? In order to ensure that our standards and goals are being met, we will be measuring the following KPI's: -Number of customer complaints -Number of customer returns -Number of customer refunds 3. Set Policies and Procedures for each team member (e.g. cash, barista): All team members will be required to adhere to the following policies and procedures: -All hot beverages must be made with fresh, high quality ingredients -All hot beverages must be made according to the specified recipe

-All hot beverages must be made within the specified time frame 4. Communication: Outline how the QA plan will be communicated: The QA plan will be communicated to all team members via the following methods: -All team members will be given a copy of the QA plan -All team members will be given a copy of the policies and procedures -All team members will be given a copy of the KPI's 5. Implement Procedures: All team members will be required to adhere to the following procedures: -All hot beverages must be made with fresh, high quality ingredients -All hot beverages must be made according to the specified recipe -All hot beverages must be made within the specified time frame 6. Get Feedback: How will you evaluate if your quality assurance plan has been successful? With employees, with customers? We will be evaluating the success of our quality assurance plan by measuring the following KPI's: -Number of customer complaints -Number of customer returns -Number of customer refunds 7. Measure results: Analyze the KPI's established and VOC: 8. Communicate results: How will you communicate to the team? The results of the quality assurance plan will be communicated to all team members via the following methods: -All team members will be given a copy of the QA plan -All team members will be given a copy of the policies and procedures -All team members will be given a copy of the KPI's 9. Sustainability: How will you ensure improvement is ongoing? In order to ensure that our quality assurance plan is sustainable, we will be regularly measuring the following KPI's: -Number of customer complaints -Number of customer returns -Number of customer refunds We will also be conducting regular customer surveys in order to assess customer satisfaction levels and to identify any areas in which we can improve.

For this assignment, students will work in groups of 5 to build a Quality Assurance Plan. Please read the blog about how to build a foundation for an entrepreneur who needs to ensure customer service requirements are maintained. explain a WORD document with the following sections: 1. Define standards and goals for your hot beverage product and customer service (use VOC as a template to gather information from the Discussion Forum in week 1), What KPI's or measurements will you put in place to ensure quality 2. Set Policies and Procedures for each team member (e.g. cash, barista) 3. Communication: Outline how the QA plan will be communicated 4. Implement Procedures 5. Get Feedback: how will you evaluate if your quality assurance plan has been successful? With employees, with customers? 6. Measure results: Analyze the KPI's (key performance indicator) established and VOC (voice of the customer) 1. Define standards and goals for your hot beverage product and customer service In order to ensure quality, we will put in place the following standards and goals: -All hot beverages must be made with fresh, hot water -All hot beverages must be made within 5 minutes of the customer ordering -All hot beverages must be made to the customer's specifications -All hot beverages must be served in a clean cup -All hot beverages must be served with a smile 2. Set Policies and Procedures for each team member -All team members must wash their hands before making any hot beverages -All team members must wear gloves when making hot beverages -All team members must use a clean cup when making hot beverages -All team members must make sure the customer's cup is clean before making their beverage -All team members must make sure the customer's drink is made to their specifications 3. Communication: It is important that the QA plan is communicated to all team members so that everyone is aware of the procedures that need to be followed. This can be done through regular team meetings, and by posting the plan in a visible location in the kitchen. 4. Implement Procedures: The procedures outlined in the QA plan need to be implemented immediately to ensure that the quality of the food is maintained.

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Detailed Procedures: The procedures that need to be followed in the QA plan are: -All food must be prepared in a clean and sanitized environment -All food must be cooked to the correct temperature -All food must be stored properly -All food must be served fresh and at the correct temperature Monitoring: It is important to monitor the implementation of the QA plan to make sure that the procedures are being followed. This can be done by doing regular inspections of the kitchen and by checking the food that is being served. 5. Get Feedback: It is important to get feedback from both customers and employees to evaluate the success of the QA plan. Customer surveys can be used to measure customer satisfaction levels, and team meetings can be used to measure employee satisfaction levels. 6. Measure Results: The KPIs established in the QA plan need to be monitored on a daily basis. This will help to identify any areas where the quality of the food is not up to standards. The results of the customer surveys and employee satisfaction levels will be analyzed on a monthly basis. Analyze Results: The results of the customer surveys and employee satisfaction levels will be analyzed to identify any areas where the quality of the food is not up to standards. This information will be used to make changes to the QA plan. Make Changes: If the results of the customer surveys and employee satisfaction levels indicate that the quality of the food is not up to standards, changes will be made to the QA plan

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