Quality and Operations ManagementChecklist for Assignment 2

1. Problem Solving Tools 30 %
Flow chart 4
Pareto Diagram. 4
Cause and Effect 1 9
Cause and Effect 2 9
Narrative 4

2. PAF Model 10
Create a table which identifies and categorizes the Prevention, Appraisal and Failure costs for Santa Cruz 5

3. Standards of Service 10
Create a list of service standards for the restaurant (at least 10) 2

4. Procedures 20
Create a set of procedures that would be used by the waiter.

5. Mystery Diner Checklist 15
Create a checklist for a mystery diner encompassing all the elements experienced by a diner.

6. Improved process map 5

Report Structure 10
Maximum 3000 words
Executive summary (less that one page) 4
Contents page 1
References 1
Correct spelling 2
Numbered headings 2
Appendices (if applicable)