Assignment

DISCUSSION ASSIGNMENT

Many organizations check up on their own level of quality by using ‘mystery shoppers’. This involves an employee of the company acting the role of a customer and recording how they are treated by the operation.

Choose two or three high-visibility operations (for example, a cinema, a department store, the branch of a retail bank, etc.) and discuss how you would put together a mystery shopper approach to testing their quality. This may involve you determining the types of characteristics you would wish to observe, the way in which you would measure these characteristics. Try out your mystery shopper plan by visiting these operations.

TEXT BOOK READINGS:

Chapter 17. Quality Management. Slack, N., Brandon-Jones,A.,& Johnston, R. (2013) Operations Management, Seventh Edition, Pearson Education, Harlow,

Chapter 12. Total Quality Management. Mahadevan, B. (2015). Operations Management: Theory and Practice: Pearson

SPECIFICATIONS

• Use your textbooks reading and at least 1 more resource.

• At least 500 words (Minus cover page and references).

• Use your own understanding and words based on readings and at least 1 more source (Include Bibliography)

• Cite correctly through your paper

• Use APA writing style