LO1 Critically analyse the need for care settings to achieve the best possible outcome for service users using a ‘Total Quality Management’ approach.

HCM6003 Total Quality Management in Health and Care

Useful terms:

Task summary:

For this task, you must produce: Quality analysis report (3000 Words).

• Compile a TQM analysis report, including a quality improvement and maintenance plan.
• This TQM analysis must be specifically centred on the quality measures implemented within a selected health or social care service. The introduction should clearly outline the chosen department, service, or system, including contextual details such as its location, type of provision, and operational scope.
• Where the service is based in the UK, reference must be made to the most recent CQC report to inform the analysis of quality standards, areas for improvement, and regulatory compliance.
• If the chosen service is located outside the UK, equivalent regulatory and quality assurance documentation from the relevant national health authority or governing body should be consulted and referenced to ensure a comparable standard of evaluation.
• At this level of study, your ability to communicate complex information and approaches will be assessed. You should take responsibility to identify the service of choice and the direction of your work yourself.
• You should link your ideas explored in the analysis and associated improvement and maintenance plan to relevant theories and frameworks explored in the module. Doing so demonstrates a deeper understanding of how quality improvement is conceptualised and applied in real-world health or social care contexts.

Task 1: Service Overview and Existing Quality Measures (approx. 750 Words)

• Begin with a clear explanation of the health or social care department, service, or system you are analysing. Describe its purpose, function, and regulatory context.
• Assess how the service delivers safe, effective, person-centred, timely, efficient, and equitable care. Identify strengths and limitations using the IOM’s Six Domains and link to TQM tools such as PDCA or Kaizen.
• Use frameworks like Donabedian’s Structure–Process–Outcome model or Deming’s 14 Points to evaluate service effectiveness.
• For UK services, link directly to findings from the CQC report (e.g. Safe, Effective, Caring, Responsive, Well-Led). For international settings, refer to a relevant quality assurance body.

LO1 Critically analyse the need for care settings to achieve the best possible outcome for service users using a ‘Total Quality Management’ approach.

Task 2: Analysis of Current and Future Quality Measures (approx. 1000 Words)

• This task involves a critical evaluation of how the service manages quality, using a range of models.
• Choose and justify two non-financial models (e.g. SERVQUAL, Baldrige), exploring one in detail.
• Select one multidimensional model (e.g. Balanced Scorecard, Strategy Maps) to demonstrate a holistic view of quality performance. Align models with organisational objectives.
• Briefly explain how ISO 9001 supports process standardisation and compliance. Reference successful healthcare examples and associated benefits.
• Propose a relevant financial model (e.g. Cost-Benefit or Budget Impact Analysis) to enhance quality planning and resource allocation.
• Use tools such as Root Cause Analysis or Fishbone Diagrams to identify issues and solutions. Support long-term planning with appropriate investment appraisal techniques.

LO2 Critically discuss and apply a range of strategic planning models to assess the viability of a health and care business. 

LO4 Evaluate the use of problem solving, investment appraisal, non-financial and multidimensional models of performance management.

Task 3: Improvement and Maintenance Plans (approx. 750 Words)

This section requires you to design both a quality improvement plan and a maintenance plan, informed by your findings in Task 2.

• Use TQM tools such as Pareto Analysis, Fishbone Diagrams, and Lean Six Sigma to identify areas for improvement.
• Define 1–2 SMART objectives to structure your improvement efforts.
• Use a Driver Diagram to visualise how change will be implemented.
• The maintenance plan should focus on critical systems or equipment (e.g. hoists, building infrastructure) and ensure safety, compliance, and service continuity.
• Embed continuous quality improvement (CQI) principles and ensure all plans align with the organisation’s strategic goals.

LO3 Critically discuss the management of continuous quality improvement in health and care settings.

Task 4: Theoretical and Strategic Alignment (approx. 500 Words)

Critically reflect on how your improvement and maintenance strategies relate to core TQM principles and theories.

• Discuss Deming’s 14-Point Philosophy, Juran’s Quality Trilogy, or the Six Domains of Quality.
• Highlight how these frameworks support quality outcomes, staff development, and regulatory compliance.
• Briefly explain how strategies like staff training, audit systems, and feedback loops embed a quality-focused culture in your setting.
• This section can be presented as a standalone conclusion or embedded throughout the report where appropriate.

LO1 Critically analyse the need for care settings to achieve the best possible outcome for service users using a ‘Total Quality Management’ approach.

LO3 Critically discuss the management of continuous quality improvement in health and care settings.

LO5 Graduate attribute: Discipline expertise: Knowledge and understanding of chosen field. Possess a range of skills to operate within this sector, have a keen awareness of current developments in working practice being well positioned to respond to change.

You will be assessed on:

• Your explanation of the department, service, and/or system you are analysing and the quality measures currently in place (approx. 750 words)
• Your analysis of the current measures, considering problem solving, investment appraisal, non-financial, and multidimensional models of performance management (approx. 1000 words)
• Your improvement or maintenance plan, considering the management of continuous quality improvement in health and care settings (approx. 750 words)
• How your plan links to relevant theories and frameworks for TQM (approx. 500 words)

​Your assignment should include:

You must not include your name in your submission because Arden University operates anonymous marking, which means that markers should not be aware of the identity of the student. However, please do not forget to include your STU number.

Title Page Include:

• Student number
• Module name
• Submission deadline
• Exact word count
• Report title

Executive Summary (Not included in word count)

This one-page summary should:

• Outline the purpose and scope of the report
• Identify the health or social care setting analysed (UK or international)
• Summarise key findings from each task (TQM, strategy, improvement, performance)
• Highlight current quality measures, referencing the CQC report or equivalent
• Briefly present the main recommendations and anticipated outcomes

Contents Page

• Provide a table listing all sections and their corresponding page numbers for easy navigation.

Main Body

Organise the body under headings

• Task 1- Service Overview and Existing Quality Measures
• Task 2 - Analysis of Current and Future Quality Measures
• Task 3 - Improvement and Maintenance Plans
• Task 4 - Theoretical and Strategic Alignment

Conclusion

• Summarise the main findings and reaffirm the importance of a TQM approach for improving service quality and outcomes.

Reference List

• Title the page “Reference list” (centre aligned)
• List all sources alphabetically, and chronologically within authors
• Use Arden Harvard referencing style throughout

Appendices (If needed)

• Include supporting documents (e.g. CQC reports, charts) clearly labelled and referenced in the text.

Please note that tutors will use the assessment criteria set out below in assessing your work.

Learning outcomes (LO)

By completing this assessment, you will have shown and be assessed on all five of the learning outcomes:

LO1 Critically analyse the need for care settings to achieve the best possible outcome for service users using a ‘Total Quality Management’ approach.

LO2 Critically discuss and apply a range of strategic planning models to assess the viability of a health and care business.

LO3 Critically discuss the management of continuous quality improvement in health and care settings.

LO4 Evaluate the use of problem solving, investment appraisal, non-financial and multidimensional models of performance management.

LO5 Graduate attribute: Discipline expertise: Knowledge and understanding of chosen field. Possess a range of skills to operate within this sector, have a keen awareness of current developments in working practice being well positioned to respond to change.

You will be graded based on how well you meet these learning outcomes. Your marker will use a rubric to grade your work, and you can click here to access the marking rubric for this assignment.

Guidelines and policies

You can find links to more useful information about the assignment and university policies below.