MANU9QI: Business Improvement


Semester:  Autumn

Level:  10

Credit Value:  20

Module Coordinator:  Dr Gerry Edgar, Management, Work & Organisation Division

Contact Hours:  30 hours

Assessment:  50% coursework (individual report); 50% examination

This module explores the major tools and techniques which can be used to evaluate the performance of a business or organisation.  The intention is to provide students with a practical framework for quality and business improvement and a grasp of the fundamentals of measurement tools and techniques. The theme of self-assessment is a key one and, to enable self-assessment, it is important to set up measurement and evaluation systems that are appropriate.  The major models to achieve this are studied in the module. It is also vital to be able to benchmark performance against best practice and to discuss different benchmarking approaches.

Particular emphasis is placed on the service sector, which is of increasing importance in the international context.  The design and delivery of improved services underpins much of what the module is about.  The optimisation of service design and the evaluation of customer expectations and perceptions are an important part of the improvement process.  These service elements are dealt with in the second half of the module.

Learning Outcomes:

By the end of the module students will be able to:

  • Understand the role of tools and techniques in business improvement.
  • Be able to understand and develop models for self-assessment.
  • Understand different types of benchmarking.
  • Understand and apply the Servqual model for service measurement.
  • Apply Quality Function Deployment to optimise design in the manufacturing and service sector.


This module information is representative of what is included in the module in a given year. Details of actual reading, lectures and coursework may vary year to year and will be available at the beginning of the semester.

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