Quality Control and Quality Assurance - Lesson Plan: 3 x 1 hour lessons

A series of 'off the shelf' lesson plans and resources for use in the classroom. These lessons deal with Quality Control and Quality Assurance and are relevant to the following specifications:

• AQA: Module 2, 11.5
• Edexcel: Unit 2, Section 6
• OCR: Modules 2872

Aim:

These lessons look at the importance of quality control in business. The main focus of the lessons is a role-play activity in which groups of students take on the role of the management team of a prestigious motor vehicle dealership. The dealership is facing problems: it has had an increase in dissatisfaction letters from customers, as well as adverse press reports on the quality of the vehicles they sell. At the same time, there are some internal problems facing the business, given that the company has not met its sales targets and faces the possibility of losing its franchise. It may need to consider how it deals with the senior management of the manufacturing arm of the product if indeed the issues about build quality are accurate.

The purpose of the role-play is for students to try to get an understanding of different perspectives and the problems of decision-making when faced with an evaluation of costs and benefits of quality assurance measures.

The main issues are that the company is supposed to be a high value prestige company, selling vehicles that have a reputation for high quality. The letter of complaint that forms the centrepiece of the activity is a scathing indictment of the quality control measures of the manufacturing process, but the dealership is at the sharp end of the problem, in that it is they who are dealing with irate customers. Could quality be sacrificed to cut costs? Is such a strategy counter-productive, if that is indeed what is happening? Are the customers who are complaining just unlucky or more indicative of a broader problem?

The personnel and the firm are all fictitious but the letter is based on a real complaint made by a customer of one such prestige car manufacturer. The original letter is available with other issues highlighted on an associated page. If it is decided to point students in the direction of this resource, it is important to stress that the company concerned would have a view on the issues raised but these are not available at this time.

Learning objectives:

At the end of these lessons, students should:

• Understand the importance of quality in modern business scenarios
• Appreciate the costs and benefits of maintaining quality standards
• Understand the internal and external demands for quality
• Understand the tensions firms face in meeting quality standards
• Develop skills of working together in groups
• Develop empathy with specific roles within a business

Resources:

• PowerPoint Presentation - Stock Control, Quality Control and Quality Assurance [619K] (basic version also available for quicker download [165K])
• Mind Map - Stock Control, Quality Control and Quality Assurance
• Activity - Quality Control and Quality Assurance - the letter from the customer should be printed out and made available to students in each group
• PC and Projector
• Possible sites for further research and information:
  • ISO 9000 Quality Management Principles (http://www.iso.ch/iso/en/iso9000-14000/understand/qmp.html)
  • British Standards Institution (http://www.bsi.org.uk/index.xalter)
  • British Companies listings (http://www.britishcompanies.co.uk/organisations.htm)
  • Health & Safety Executive (http://www.hse.gov.uk/aboutus/index.htm)
  • Original complaint letter (http://www.nagele.co.uk/ml320/mb_letter.htm)
  • Further complaints letters (http://www.nagele.co.uk/ml320)

Lesson Structure:

Lesson 1

1. Begin by asking students what they think the term 'quality' means in a business context - spend a short time discussing the students' responses. (15 minutes)
2. Introduce the topic by going through the Presentation - make links between the responses discussed by the students and the key points in the Presentation. (20 minutes)
3. Introduce the role-play activity by setting the scene of the business. Hand out the letter from the dissatisfied customer and give time for the students to read it through. Explain the nature and purpose of the role-play and divide students into groups of five - the roles are both male and female but can easily be amended if used in a single sex environment! (20 minutes)
4. Review the main points for the next lesson and ensure students come prepared for the role-play. Homework at this stage will be to familiarise themselves with a perspective of the person they are playing. (5 minutes)

Lesson 2

1. Review the main purpose of the role-play. Allocate a period of time for the meeting to take place and set students on the task. The meeting should last for 50 minutes with someone agreeing to take minutes. (5 minutes)
2. The role-play. (50 minutes)
3. Bring role-play to an end and brief students on the task for the next lesson. (5 minutes)

Lesson 3

1. Outline main aim of the lesson - to review the outcome of the role-play; to present the main decisions of each group; to discuss appropriate strategies for this company in the future. (5 minutes)
2. Each group to present the content of their discussions and their plan for the business. (Variable time limit depending on group numbers)
3. Begin discussion on the comparisons and contrasts between the group outcomes - arrive at an agreed overall plan culled from all the groups. (Remaining time used for this activity - if necessary a fourth lesson can be used to follow up the role-play)