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Operations and Quality Management
Answer ONE of the following:
Either:
A)
“Service managers face different challenges as compared with production managers.” (Kelemen, Managing Quality, 2005, p56). Evaluate the ‘challenges’ faced by managers when attempting to deliver service quality and - drawing on appropriate material introduced in the module - critically review theories designed to help.
Or:
B)
Analyse the approach to quality taken by an organisation of your choice, with reference to a maximum of three models or concepts introduced on the module.
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