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Assessment item 3 – Final Research Report Due: XXXXXXXXXXSunday of Week 13, 11 pm AEST Length: XXXXXXXXXX-7,500 words Conditions: XXXXXXXXXXIndividual Weighting: XXXXXXXXXX% Requirements You are...

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Assessment item 3 – Final Research Report
Due: XXXXXXXXXXSunday of Week 13, 11 pm AEST
Length: XXXXXXXXXX-7,500 words
Conditions: XXXXXXXXXXIndividual
Weighting: XXXXXXXXXX%
You are required to present a final written report based on your completed research project. This should follow the structure outlined in the Final Report checklist document. This assignment must be submitted through the Turnitin link for this assignment.
Marking criteria: Next page
Marking criteria:
    Assessing criteria
    Executive summary
    · Informs why and how the research was conducted
· Includes key findings and recommendations
    2 marks
    Introduction & Research problem
    · Includes the context and overview of the industry partner
· Clearly states the research problem, aim and outlines the report structure
1 marks
    Literature review & Research questions
    · Literature reviewed was relevant to the research problem
· Literature reviewed was comprehensive, clearly identified potential factors causing the research problem/ knowledge gap
· Research question(s) was/were based on literature, and specific to the research problem or the research gap identified
· Presents a conceptual map which clearly explains all independent and dependent factors or the knowledge gap
7 marks
    Research design
    · Research method adequately justified, sample and sampling method was appropriate, type of analyses conducted were informed and all ethical concerns addressed
    4 marks
    Research findings
    · Analysis was comprehensive
· Properly presented and supported by evidences
8 marks
    · Included evidence of triangulation (if mixed method was used)
· Findings were compared with the literature reviewed
· Answers to research questions were clearly stated
8 marks
    · Recommendations based on evidence (research findings)
· Recommendations specific to the research problem
    8 marks
    Conclusion and Limitations
    · Limitations of the research co
ectly noted
· Summarises the project including major findings, recommendations and potential outcomes if recommendations are implemented
2 marks
    Structure, overall presentation and referencing
    · Presentation completed within recommended word count
· Good use of visuals (co
ectly labelled), sentences co
ectly constructed with no spelling or grammatical e
· All sources (both in-text and reference list) were co
ectly cited
· Structure of the report was appropriate
10 marks
    50 marks

Final report – Checklist
Title page
· Choose an interesting and catchy title for your report.
· The name of your industry partner should be part of the title or subtitle.
· Indicate the nature of problem you investigated.
· If you do not wish to disclose the name of your industry partner, you can just write ‘company X’.
Executive summary
· Keep it short and simple (ideally not more than 2 pages – well formatted)
· Summarise the background of the research
· Summarise the research approach
· Summarise the findings (dot points is fine, but write full sentences)
· Summarise the implications
ecommendations (dot points is fine, but write full sentences)
Table of contents
Introduction and research problem (around 5-10% of your total word count)
· Introduction to topic
· Overview of the industry partne
· What real problem does your research seek to resolve?
· Why is this problem such a big issue for your industry partner? Why is it important that you research it? Convince us that your project is important and that it will help your industry partne
· State the overall research aim based on this problem
· Outline the structure of the report (for the audience
Theoretical background – Literature review (around 25-30% of your total word count)
· Clearly identify the factors investigated in the project
· Discuss what others have found in this research space and individual factors
· Link your literature review back to your problem space and use this as a foundation to formulate your research questions.
Methodology (around 5-10% of your total word count)
· Only provide an overview of YOUR research design
· Inform and justify the nature of your research approach (qualitative, quantitative, mixed methods)
· Describe and justify your sample (who, how did you find them, sampling method and technique used)
· Describe how data was collected (in-person/online/..) and which research tools (e.g. interviews, surveys, etc.) were used
· Inform how data was analysed (e.g. themes analysis, frequency distribution, mean-score, etc.)
· Explain how the research plan addressed all ethical concerns
Findings (around 10-15% of your total word count)
· Present sample characteristics (e.g. age, gender, income...)
· Clearly differentiate between quantitative and qualitative findings
· Use figures, graphs, tables to visualise findings. Add numbers and titles for all visuals. Be creative in presenting the findings!
Discussion (around 20-25% of your total word count)
· If you are using a mixed method, triangulate quantitative and qualitative findings
· Compare findings with the literature reviewed earlie
· Clearly state the answers to research questions you found from the findings presented above
Recommendations (around 10-15% of your total word count)
· Clearly list and discuss the recommendations specific to the research problem
· Make sure all recommendations are based on findings of your research project
· Can also include any suggestions you have for the industry partner in regards to implementing your recommendations
Limitations and Conclusion (around 5-10% of your total word count)
· Inform the readers and management of any limitations that they should be aware of if they are to implement your recommendations
· Provide a
ief summary of the project including major findings, recommendations and potential outcomes if recommendations are implemented by the management
Footnotes (as required – avoid if at all possible)
List of References
Appendix (as required)

For use with online submission of assignments
Please complete all of the following details and then make this sheet the first page of each file of your assignment – do not send it as a separate document.
Your assignments must be submitted as either Word documents, text documents with .rtf extension or as .pdf documents. If you wish to submit in any other file format please discuss this with your lecturer well before the assignment submission date.
    Student Name:
    Bal Sukhrajkaur Avtarsingh
    Student ID No.:
    Unit Name:
    Industry Research Project
    Unit Code:
    Tutor’s name:
    Yvonne Brunetto
    Assignment No.:
    Assignment Title:
    Research Project Details
    Due date:
    22nd July 2018
    Date submitted:
    22nd July 2018
I have read and understand the Rules Relating to Awards (Rule 3 Section 18 – Academic Misconduct Including Plagiarism) as contained in the SCU Policy Li
ary. I understand the penalties that apply for plagiarism and agree to be bound by these rules. The work I am submitting electronically is entirely my own work.
(please type your name)
    Bal Sukhrajkaur Avtarsingh
    Report title
    Quality Management Issues: Managing productivity to improve overall efficiency of the Organization
    Industry partne
    The Industry Partner is Company Y. Company Y has started the operations recently in the restaurant food business. With increasing demand, it is becoming difficult for the top-level management to manage all the orders simultaneously. As a result, the quality of food served to the customers is impacted. There are no proper quality management strategies implemented by the organization.
Also, due to recent starting of the business, the company is not able to forecast the overall demand of the customers. I have been working with this organization in the field of operations management. However, due to lack of application of operations management techniques, there are several complexities and issues arising within the working environment.
    Research field
    The research field that will be undertaken will be related to Operations Management (OM). It will reflect issues related to quality management, improper management of customers and their orders, and lack of customer services during the working hours of the restaurant. The operations management team thereby needs to identify new strategies through which these problems can be solved at Company Y. subsequently; it will increase the productivity levels of all the employees in the organization.
    Overarching problem
    The problem is related to quality management and services management in the organization related to food industry. Due to increasing demand from the customers and lack of group-working approach in the organization, employees are not able to manage order properly in a given organization. It is thereby affecting the quality of food served as well as services delivered to the customers.
Earlier, similar issues were found in Burger King, KFC, and other such restaurant outlets. However, the company took this issue on priority basis and through Quality Management technique they were able to overcome these challenges in their organization. It improved communication gaps, improvised the support from senior management, re-formulated workplace policies, and overcame intra-group conflicts.
    Overarching research aim
    The research aim of this research will focus on quality management issues, operations management issues, and services management at the workplace. There is also a need to motivate employees to work for this organization in a given direction.
For this purpose, the operations management needs to train these employees on operations management principles such as quality management, six sigma principles, ISO standards, and other approaches through which quality of the food served will get better. The company can implement Six Sigma Model to improve the quality of services offered to the customer during the dining time.
    Research questions(s)
    The major research questions that will be included in this research are:
1) Why there are quality management issues at the workplace?
2) How employees are serving the customers during the dining time? What are the conflicts taking place?
3) What are the recommendations suggested to the organization for improvement?
    Literature review: Keywords used for literature search
    Keywords: Quality management, Services Management, Root cause analysis, Coaching concept, Business Ethics, Knowledge management, Quality Assurance, QM Methodologies
    Literature review: Name 2 relevant articles
    1) Genicot, G., & Skaperdas, S., 2002, ‘Investing in Conflict Management’, The Journal of Conflict Resolution, vol. 46, no. 1, pp XXXXXXXXXX.
2) Beardsley, K., & Lo, N., 2014, ‘Third-Party Conflict Management and the Willingness to Make Concessions’, The Journal of Conflict Resolution, vol. 58, no. 2, pp XXXXXXXXXX.
    Company lette
    · Company Y
· Location Address
· Name, Position and Contact Details of Manager of Company Y
· Bal Sukhrajkaur Avtarsingh
1. Genicot, G., & Skaperdas, S., 2002, ‘Investing in Conflict Management’, The Journal of Conflict Resolution, vol. 46, no. 1, pp XXXXXXXXXX.
2. Beardsley, K., & Lo, N., 2014, ‘Third-Party Conflict Management and the Willingness to Make Concessions’, The Journal of Conflict Resolution, vol. 58, no. 2, pp XXXXXXXXXX.

TTs270718_736539_3 Employee Retention and Turnover in the Organisation: Managing Workplace Issues to improve Human Resource Management Efficiency
Quality Management Issues: Managing productivity to improve overall
Answered Same Day Aug 15, 2020 MNG93003 Southern Cross University


Soumi answered on Sep 07 2020
136 Votes
Executive Summary
The customers who visit restaurants are often seen getting dissatisfied with the service and food quality and therefore there have been a lot of research conducted by researchers who have explored valuable aspects of restaurant business management. However, as new restaurants have limited number of employees and lacks much needed experience, increasing number of customers can also create rifts in the provided quality of food and services. The research therefore, explores the importance of service and quality management for newly opened restaurants.
In the cu
ent research deductive research approach and positivism research philosophy has been used. Qualitative data has also been used and the data collection method has been both primary and secondary, where the primary data is collected through online interview and the secondary data is collected from authentic journals, articles, books and websites. The collected data is analysed through thematic analysis.
Based on the assessment of aspects discussed in the literature review and the data collected through interview as well as meta-analysis it is found that customers are offended when the served food is either delayed in delivery or has undermining quality. It is also found that customers give negative feedback about restaurants that fail to satisfy the demands of the customers and the negative feedbacks have adverse influence on the flow of customers in the restaurants. It is also found that in order to motivate, distribute and refine the quality of services and foods in a restaurant the performance level of the management is responsible.
Considering the issues identified in the cu
ent research three suggestions have been provided. Firstly, a quality manager has been suggested to be included in the existing framework of the restaurant to manage the quality of the foods and the delivering speed of the orders. Secondly, the use of modern technological devices for culinary purposes has been suggested to reduce the pressure from the chef at the time of preparing food and make staffs more self-reliant in small tasks. Thirdly, coaching for all the staffs at the restaurant is suggested, so the staffs can become more efficient in working and use theoretical knowledge in the right way.
Table of Contents
1: Introduction    7
1.1 Introduction to Topic    7
1.2 Overview of Industry Partner    7
1.3 Research Problem    7
1.4 Research Rationale    8
1.5 Research Aim    8
1.6 Research Outline    8
2: Literature Review    10
2.1 Introduction    10
2.2 Research Questions    10
2.3 Management and Its Significance    10
2.4 Quality Management    10
2.5 Quality Assurance    11
2.5.1 Total Quality Management (TQM)    11
2.6 Service Management    12
2.6.1 Knowledge Management    12
2.6.2 Root Cause Analysis    12
2.6.3 Business Coaching    12
2.6.4 Business Ethics    13
2.7 Quality Management Methodologies    13
2.8 Role of Management in Restaurants    14
2.9 Quality Management Issues    14
2.10 Role of Managing Productivity for Improving Overall Efficiency of the Organisation    15
2.11 Conceptual Framework    16
2.12 Summary    17
3: Methodology    18
3.1 Introduction    18
3.2 Research Design    18
3.3 Research Approach    18
3.4 Population, Sample Size and Sampling Technique    18
3.5 Data Collection Method    19
3.6 Data Analysis    19
3.7 Ethical Considerations    19
3.8 Time frame    20
3.9 Summary    20
4: Data Findings    21
4.1 Sample Characteristics    21
4.2 Interview Questions    21
4.3 Meta-Analysis    24
5: Data Analysis and Discussion    26
5.1 Primary Qualitative Data Analysis    26
5.2 Secondary Meta-analysis    28
6: Recommendations    30
6.1 Hiring Quality Managers    30
6.2 Using Technological Innovation at the Workplace    30
6.3 Provide Coaching to Existing Staffs    31
7: Limitations and Conclusion    32
7.1 Limitations of the Recommendations    32
7.2 Conclusion    32
References    33
Appendix    38
List of Figures and Tables
Figure 1.1: Research Outline    8
Figure 2.1: Conceptual Framework    15
Table 4.1: Sample Characteristics    20
Table 4.2: Transcript of Interview Question 1    21
Table 4.3: Transcript of Interview Question 2    22
Table 4.4: Transcript of Interview Question 1    22
Figure 4.1: Quality Management Issues in Restaurants    24
Table 3.1: Gantt chart    37
1: Introduction
1.1 Introduction to Topic
The uniqueness of quality blended with proper pricing, gives new entrants in restaurant business sector unprecedented growth, which makes the organisational growth necessary within a short span of time. As more customers visit a newly set up restaurant, the capacity, quality and management skills are tested to their ultimate limits. A lack of proper management not only degrades the quality of the service, it also hampers the quality of the served food, resulting negative feedbacks from customers and slowdown in growth. Therefore, it is important to figure out ways to resolve and improve issues, relating to operation as well as quality management. The cu
ent research report aims to explore operation management and quality management issues to help restaurants to maintain their growth in the newly entered business sector.
1.2 Overview of Industry Partne
Company Y has been a new entrant in the restaurant business. It has a tall organisational structure. The responsibility of quality management has been imposed on the top level managers only as the company has been expecting limited number of customers on daily basis and could perform well with a small service staff team. In terms of the service management there is no managerial post created for performance management. However, the ambience and the food quality coupled with budget pricing have made the customer flow exceed expectation. The company due to its offering of services to increased number of customers, without being prepared for the workload capacity management is failing to maintain the smoothness of the service and the top level manager is unable to check the quality, resulting in falling food quality and management issues. Company Y being relatively new in the restaurant business had very little idea about identifying the increase in customer demands, which has resulted in downfall of food quality and a lack of service management has further worsened the quality of service, which makes it evident that the company is in urgent need of operation and service management optimisation.
1.3 Research Problem
The issue is new restaurants are offering great value for money for its quality food items and fluent service to the customers, which are
inging in more customers to the restaurant, creating pressure for smaller and newly, set up restaurants. The concepts and issues relating to operation management and quality management is not a new topic of discussion and there have been plenty of researches conducted before. However, the issues that related to quality and operation management in the restaurant business has been explored less in comparison to retail, automobile and electronic business sectors (Daniels College of Business, 2005). In terms of assessing the same issues in the context of newly opened restaurants are the least, and therefore, the cu
ent research is significantly playing the role of an explorer, identifying and suggesting ways to resolve issues of operation and quality management, that has not been explored as per their relevance.
1.4 Research Rationale
It is an issue because, as the restaurant has limited human resource and simple organisational set up, he increased customer flow is causing the restaurant to lose its sharpness of quality and service efficiency (Press Book, 2018). It is an issue now, as globalisation has indulged cosmopolitan culture, which has directly influenced the hospitality business, making it a potentially profitable business. Considering the profit potential, new restaurants are being opened and facing similar issues of service and quality. The cu
ent research sheds light on the importance and ways of solving issues of quality and service management, making newer and less experienced organisations more efficient in growing its capacity without compromising on its unique selling points.
1.5 Research Aim
The aim of the cu
ent research is to identify and find solutions for quality and service management issues in newly opened organisations that have been facing these challenges due to the growing number of customers.
1.6 Research Outline
In the cu
ent research report the discussion has stated with a detailed introduction followed by a literature review. In the following section methodology is presented that has been used in the data collection and discussion sections, respectively. Based on discussion, recommendations are made. Lastly the limitations of the research are presented along with an apt conclusion.
Figure 1.1: Research Outline
(Source: Researcher)
2: Literature Review
2.1 Introduction
In literature review chapter, the literary sources that provide vital details about the variables present in the research topic, are evaluated meticulously, criticised argumentatively and interconnected logically. As mentioned by Miller, McAdam and McAdam (2018), literature review is the date base that makes a research authentically sanctioned.
2.2 Research Questions
· Which quality management principles can be implemented at the workplace?
· What are the services' issues faced by the employees in the organisation?
· What type of training should be provided to the staff to exceed the expectations of the customers?
· What recommendations on group-working approach can be provided to the staff to deliver as per the needs of the organisation?
2.3 Management and Its Significance
The monetary capital, human resource, business idea, technology cannot form a business, as business needs all the mentioned factors in complimentary functioning framework. As stated by Hallgren, Rouleau and De Rond (2018), management is the technique of interconnecting the internal functional components of organisational bodies to generate performance that meets the aims and objectives of organisations. All the internal factors of an organisation does not have the same nature or degree of work in generating the specified services or products, therefore, the determination of the ratio of internal factors is important, which is done by the management.
2.4 Quality Management
Quality management is the process of striking the right balance between all the business activities of an organisation to generate as well as retain a satisfactory performance that aims at customer satisfaction. As affirmed by Cummings and Worley (2014), quality management incorporates the ideas of quality standard adaptation, policy of quality services, planning for better quality and quality control. Quality management places the customer satisfaction at the core of business success and therefore aims at achieving short term goals of business, which eventually contribute in long term business success. Quality management also makes use of documented data, which makes the application of the management processes easy and effective.
2.5 Quality Assurance
Quality assurance is a part of quality management that suggests that organisational management must plan then document and use rules to implement the documented plan to retain an agreed quality standard for its range of services or products. As emphasised by Ile et al. (2018), quality assurance tries to prevent the occu
ence of an organisational issue by eliminating risk factors from the working internal working environment. Quality assurance evaluates and identifies the probable and potential areas that face risks by assessing a working plan; nevertheless, it does not provide effective solution for problems in a functionally active organisational system.
2.5.1 Total Quality Management (TQM)
Total quality management is a collective optimisation process, in which all the employees working under a single organisation dedicate time and effort to refine the quality, quantity, performance and ultimately the organisational culture. As mentioned by Thompson and Strickland (2003), TQM considers the customer satisfaction as the core competence of an organisation and implements plan that are long term based, far and wide in approach. There are eight principles that frame the core of TQM. The eight principles are customer focused actions, involvement of entire taskforce, emphasis on process planning, interconnecting of organisational departments, use of strategy and system based approach, consistent improvement, rational decision making and lastly internal-external communication.
As customers are the actual users of a product or service, they determine whether the quality and performance levels have been optimised, making the real world feedback. The involvement of the entire workforce make the quality management and improvement process larger, more consistent and effective. The process planning makes the system rigid, strong and predictable, which helps in measuring the quality standards against a timeframe. Interconnection between all the departments compliments the quality refinement actions and help in long term goal setting and achievement.
As mentioned by Gutie
ez, Ba
ales-Molina and Kaynak (2018), in order to improve the condition of an organisation’s performance specific strategies prove to be more effective that general use of techniques. Consistent quality improvement gradually covers areas of concern that were missed in the initial phases of TQM. Decisions made on documented data makes the process e
orless and more accurate, reducing risk of uncertainty. The internal and external communication makes the assessment of business environment comprehensive and better.
2.6 Service Management
Service management is the process, through which business organisations not only provide their customers with effective services, but also generate and nurture a healthy customer relationship. As opined by Mullins (2010), service management uses information technology within the existing supply chain and service framework to offer more value to the customers. Service management also ensures the safety, security and ease of the customers at the time of using or offering information technology (IT) based tools or systems. As the customers value all IT based services, the service management is entirely focused on customers and their preferences.
2.6.1 Knowledge Management
The systematic managing technique that ensures that employees of an organisation develop their ability to meet organisational demands based on the assets that generate knowledge of the organisation, is termed knowledge management. As supported by Dzenopoljac et al (2018), knowledge management is a strategic approach that includes the aspects of strategy making, storing and sharing information, processing of data and assessment of ideas from the generated knowledge. As knowledge management uses the organisational database, it creates an effective complimentary relationship between the organisational goals and the developed strategies, aligning both to a similar level of function.
2.6.2 Root Cause Analysis
The occu
ence of an issue mainly has one or more interdependent or independent factors that contribute in a specific manner. In case of inte
elated factors of an issue, as stated by Soylemez and Tarhan (2018), there remains a root because based on which, all others factors contribute and removal of the root cause prevents the occu
ence of the negative outcome. With the help of root cause analysis technique, all the causes of an issue are evaluated, examined and experimented to identify the root cause and suggest ways of removing the cause. Being more critical Beardsley and Lo (2014) argued that root because should be termed as the initial cause, as removal of the root cause cannot assure that the resolved issue would not arise again.
2.6.3 Business Coaching
Despite running and managing a business, an employee or manager can lack the theoretical and practical skills that hold the possibility of enhancing the business performance manifold. Therefore, business organisations hire coaches that trains, teaches and guides the workforce of an organisation to make them more skilled, efficient that capable of reaching organisation goals. As identified by Haas (2006), coaches teach employees about the behavioural learning that enhances professional and personal skills, generating satisfaction in the process. In most cases coaches use either democratic style or autocratic style. In democratic style of coaching learners are allowed to share their perspective along with the coach, while in case of autocratic, the coach directs and presents the guidance and learning in such a way that the learners have no other choice than to learn and improve.
2.6.4 Business Ethics
In business the relationship between the customers and the organisation selling customers services or products, generate the parameters that determines business ethics. As opined by Singh (2012), business ethics is not about judging what is right or wrong in the social context; it is about the generation and maintaining of trust that ensures that the customers are dealt fairly, in the backdrop of standard oriented issues that generate controversies. On a different note, Rhodes and Pullen (2018) argued that business ethics is mediatory set of principles that determine the ration of an organisation’s inclination towards mandatory government standards and core competences of business.
2.7 Quality Management Methodologies
Among the most popular and highly used quality management methodologies are mentioned below
Lean: Lean in quality management emphasises on the reliability, efficiency and quality of the service that is provided to the customers and in order to make the performance level fast and effective, it considers eliminating formal aspects of the service that includes style, steps and other non-productive actions. As mentioned by Price, Pepper and Stewart (2018), lean methodology is very effective in managing wastes and therefore, must be includes in organisational quality management parameters.
ISO 9001: ISO 9001 is a set of organisational standards that has been popularised and maintained by Internal Organisation for Standardisation. As suggested by Castka (2018), as ISO 9001 maintains a consistent and global standard and therefore, any organisation maintaining ISO 9001 in its quality management standards would be able to do business on global standards.
Six Stigmas: The six stigma aims at reducing the occu
ence of quality issues in the final outcome a system. The inte
elated components of the six stigmas tend to identify and eliminate the factors or cause quality issues. As mentioned by Ciancio (2018), six stigmas have five major phases of functioning - defining, analysing, improving, measuring and lastly controlling.
Benchmarking: In every business sector, some organisations lead the way, in terms of quality, efficiency and overall productivity. As described by Herasymovych (2018), through benchmarking process a scale for quality and performance is created, where the leading organisations score the highest and other companies compare their performance and quality levels to determine their positions in the market sector and try to improve.
2.8 Role of Management in Restaurants
The reputation of a restaurant that generates the power to attract customers, are...

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