Quality and Compliance in Management and Administration

A comprehensive set of flashcards covering key concepts related to Quality and Compliance in Management and Administration, prepared for exam preparation.

What is the main goal of quality management?

To ensure businesses meet customer expectations while improving efficiency.

What does customer focus in quality management involve?

Understanding customer needs through surveys, feedback forms, market research, and complaint analysis.

What is the significance of leadership and commitment in quality management?

Managers must set clear quality objectives and lead by example, as emphasized in ISO 9001.

Name one example of a process approach in quality management.

Total Quality Management (TQM) focuses on a long-term culture of quality.

What does Six Sigma aim to achieve?

To reduce defects to only 3.4 defects per million.

What is evidence-based decision making in a business context?

Using data-driven strategies like KPIs and benchmarking to guide business decisions.

What does the Plan-Do-Check-Act (PDCA) Cycle stand for?

A structured approach for continuous improvement involving planning, execution, checking outcomes, and acting on results.

What are the key components of UK GDPR?

Secure customer data and report breaches with fines up to £17.5 million or 4% of turnover.

What is the purpose of internal policies and procedures in compliance?

To ensure consistency in operations and provide legal protection in disputes.

Why are documented policies important for quality and compliance?

They provide clear guidelines for maintaining standards and efficiency.

What are some examples of compliance policies in businesses?

Health & Safety Policy, Environmental Policy, and Anti-Bribery Policy.

What can be the consequences of non-compliance in business?

Legal penalties, reputational damage, and financial losses.

How can continuous improvement be achieved in business?

Through methods like audits, training, and the adoption of technology.

What does regulatory compliance involve?

Ensuring that businesses follow laws, regulations, and ethical standards.

What are the key requirements of the Health & Safety at Work Act (1974)?

Safe working conditions and risk assessments.

What could happen if a business fails to comply with the Equality Act (2010)?

Legal claims and reputational damage.

What are the consequences of not paying the correct minimum wage under the National Minimum Wage Act (1998)?

Fines and reputational harm.

What is the role of quality policies according to ISO 9001?

They must commit to meeting customer needs and include continuous improvement objectives.

What kind of examples might be cited for the role of standard operating procedures (SOPs)?

Guides for handling customer complaints or processing payroll.

What does the consequence of reputational damage mean for a business?

Loss of customer trust, as seen in scandals like Volkswagen's 'Dieselgate'.

How can a business demonstrate evidence-based decision making?

By tracking key performance indicators (KPIs) to assess operational efficiency.

What example illustrates continuous improvement in an e-commerce business?

Using the PDCA cycle to reduce delivery delays.

What strategies might businesses use to manage financial risks?

Credit risk assessment, currency exposure analysis, and interest rate risk management.

What is the function of the balanced scorecard in policy management?

To assess compliance, efficiency, effectiveness, and employee understanding through various metrics.

How is the flexible working bill expected to change workplace policies?

It requires businesses to consider all requests for flexible working.

What do the new policies reset by the Carer's Leave Act require businesses to implement?

A new leave category for employees.

What is a significant part of the project lifecycle according to the T-Level Management Core Book?

The five phases: Initiation, Planning, Execution, Monitoring & Controlling, and Closure.

What is one method for stakeholder mapping used in policies?

Identifying legal team involvement for compliance validation.

How can organizations prepare for change according to the ADKAR model?

By creating awareness and desire for the change among stakeholders.

What type of change does Lewin's model describe?

Unfreezing the current state to make way for new methods.

Which project management approach is characterized by a linear and sequential process?

Waterfall methodology.

What is a key principle of Agile methodology?

Iterative development that focuses on customer collaboration.