Quality Management in Business - Assignment Example

Quality Management in Business Table of Contents Table of Contents 1 Task 1: Overview 3 1.2 Illustrate the Role of Quality Control and Quality Assurance in Inspection and Assurance Processes in the Organisation’s Quality Management. 4 1.3 Discuss a Range Of Approaches That Can Be Taken To Improve Quality Management by Identifying Those Approaches and Applying Them to Find Appropriate Solutions 5 1.4 Explain the Similarities and Differences between the Different Methods 5 TASK 2: Overview 6 2.1 A Discussion of Customer Satisfaction 6 2.2 Explain the Meaning of Continuous Improvement 6 2.3 By Using a Process of Continuous Improvement, Illustrate the Type of Added Values to Be Gained 7 2.4 Describe the Types of Information Made Available To Customers and the Importance Given To Effective Marketing 7 TASK 3: Overview 8 3.1 Explain How Quality Management Can Be Measured 8 3.2 Evaluate the Benefit of User and Non-User Surveys in Determining Customer Needs 9 3.3 Methods of Consultation Employed In One Quality Scheme to Encourage Participation by Under-Represented Groups 10 3.4 Identify the Value of Complaints Procedures and Analyse How They May Be Used to Improve Quality 10 TASK 4: Overview 11 4.1 The Role of Self-Assessment In Order To Determine an Organisation’s Current State of Health 11 4.2 An Evaluation of the Importance of Communication and Record Keeping 11 4.3 Guidelines Should Be Followed On the Stages of Staff Consultation Necessary for Effective Implementation of a Quality Scheme 12 4.4 Propose New Systems or Modifications to Existing Systems That Could Improve Service Quality 13 4.5 Write a Paragraph to Show How You Took Responsibility for Managing and Organising Activities 13 References 14 Task 1: Overview The task is to analyse the performance of The Rose and Crown which is a 3 star motorway type hotel located at the city outskirts of Midlands. Currently, this hotel is facing certain sustainability issues due to its declining business. Moreover, multiple reasons have been identified that can be considered to be subsequently contributing to decline business performance of the hotel. The objective of this report will remain focused towards analysing the issues contributing to the decline business and management operations and accordingly strategizing the improvisation measures. 1.1 Clear Definitions of Quality In Terms Of Business and Services Provision Quality from a business and services perspective can be described as the standard of the service provided to the customers. Adding to that, the provided case is confined to The Rose and Crown hotel, which is a hospitality organisation and thus, mostly relies on its service provision for attracting customers. In this regard, quality can be described as the level of customers satisfaction provided by the hotel to its customers with respect to its different service areas. Thus, the quality may be reflected and represented in terms of pricing and diversification within services as well as customer response time. 1.2 Illustrate the Role of Quality Control and Quality Assurance in Inspection and Assurance Processes in the Organisation’s Quality Management. For a hospitality industry based organisation such as The Rose and Crown, Quality Assurance (QA) can be identified as a process of establishing specific standards for the services offered to the customers. Whereas, Quality Control (QC) can be described as the process of subsequent monitoring in terms of ensuring that the provided services meet the desired service standards and the expectations of customer. For instance, a majority of hospitality organisations such as The Rose and Crown set up specific rating scales and staff training modules followed by effective monitoring of the staff activities with the intention of ascertaining that business operations are conducted effectively. Moreover, based on the periodically obtained ratings by the staff members in the context of their rendered services, subsequent rewarding or criticism practices are carried out as an efficient staff motivation initiative (Twigg, 2001). 1.3 Discuss a Range Of Approaches That Can Be Taken To Improve Quality Management by Identifying Those Approaches and Applying Them to Find Appropriate Solutions By taking into consideration the above discussion, it can be stated that Quality Assurance (QA), Quality Control (QC) and Subsequent Monitoring (SM) are the three identified approaches that can be implemented within the present operational activities of The Rose and Crown. The prime intention is to identify the faulty areas within the system and accordingly, making appropriate modification (Twigg, 2001). For instance, the hotel is identified to face different issues which include shorter staff turnover period, rise in customer complaints, inappropriate recruitment procedures, a lack of financial support and poor communication. The issues have resulted in decline in the field of business operations and business performances, which in turn have been identified to adversely affect the reputation of the hotel. The hotel faced the issues owing to different factors such as inappropriate training and ineffective management. Thus, as an improvisation step, the hotel must bring about subsequent level of changes within its staff training and service provision strategies. Additionally, the hotel is also required to develop effective employee rewarding guidelines in order to enhance business operations as well as performances (Twigg, 2001). 1.4 Explain the Similarities and Differences between the Different Methods In terms of the similarities between the three above stated approaches being (QA, QC and SM), it can be stated that all the three approaches i.e. QA, QC and SM can be considered as integral constituents of ‘total quality management’ (TQM). QA primarily aims at ensuring that the set quality standards are met. Whereas, QC assists in determining quality standards required to be followed by an organisation. With regard to these two, SM concentrates on keeping a check on the activities and the performance level of employees. Intentional homogeneousness can be found within all these three approaches which being the attainment of a systematic management and better quality of service provision to the customers (Kusluvan, 2003). TASK 2: Overview The objective is to implement certain innovative materials and ideas within the training modules for the front desk staff induction-training module. Besides, the policies that are to be included in the induction training manual in relation to customer satisfaction and continuous improvement are discussed. 2.1 A Discussion of Customer Satisfaction Customer satisfaction in the context of the services provided by the front desk staff within a hospitality organisation can be described as the level of happiness, which customers get when they are greeted at the front door of a hotel. This is a vital factor in terms of gaining customers attention and preferences towards an organisation. In simple words, it is a type of customer-attained strategy practiced by different hotels. 2.2 Explain the Meaning of Continuous Improvement The report is identified to be based on the staff training process of the hospitality industry. In this respect, continuous improvement can be described as the subsequent growth in the performance level of employees in an organisation. The growth process can be determined in different areas that include time effectiveness, capability of taking quick decisions, effective customers handling and career orientation. The impact of the continuous improvement factor within the performance levels of the employees is identified to be reflected through the reputation of an organisation (Andrews, 1982). 2.3 By Using a Process of Continuous Improvement, Illustrate the Type of Added Values to Be Gained As already discussed above, continuous improvement within the performances of the front desk staff gradually helps in terms of improvising the overall reputation of a hospitality organisation. Various hotels implement multiple types of innovativeness in the area of customer welcoming strategies by their front office staff members. Continuous improvement assists business organisations to possess an effective position in the minds of the customers. Moreover, a customer having a pleasing experience about a hospitality organisation often acts as word-of- mouth kind of promotional medium. In this context, it is further affirmed that hospitality organisations enhance scopes in terms of attaining more number of customer preferences and increased satisfaction of customers. This in turn would enable the organisation to ensure long-term stable position in the competitive marketplace (Andrews, 1982). 2.4 Describe the Types of Information Made Available To Customers and the Importance Given To Effective Marketing Customers generally prefer hospitality organisations, which acquaint them with adequate amount of information regarding the types of services and relative values. Customer based information includes facts such as the hotel type, the mission and the vision statements, type of available products and services, price rates, additive facilities and lots more depending on the type of promotional techniques being practiced by a specific hotel. Moreover, the management of a hotel also undertakes multiple innovative thought processes for promoting the hotel brand. For instance, a majority of the hotels rely on the word-of-mouth promotional technique, print media and social media technologies as part of effective marketing for effective promotion in order to improve customer base. Thus, thought process will be towards providing the customers with significant information regarding how a hotel is unique and superior from its competitor (Andrews, 1982). TASK 3: Overview The objective of the report is to determine the different aspects based on which quality management can be measured. Additionally, it describes the importance of surveys and consultation for the enhancement of business quality. 3.1 Explain How Quality Management Can Be Measured The quality issue is the most crucial factor for hospitality industry based organisations in modern days. Now-a-days, it can be observed that most of the hotels, pubs and restaurants have specifically concentrated on quality issues in order to ensure a better competitive position in the marketplaces. Thus, hospitality organisations are identified to measure quality management in order to ensure that products and/or services are offered in accordance with market demands. In this respect, organisations are able to enhance business performances. According to Gržinić (2007), quality can be measured both internally and externally in case of hospitality industry (Gržinić, 2007). It has been recognised that in order to maintaining quality issues most of service-based industries have relied on SERVQUAL technique, which assists in measuring the five main characteristics of quality management. The dimensions are provided hereunder: 1. Reliability, 2. Assurance, 3. Tangibles, 4. Empathy, 5. Responsiveness. The dimensions aid hospitality organisations in measuring their effectiveness in relation to business performances and operations (Gržinić, 2007). 3.2 Evaluate the Benefit of User and Non-User Surveys in Determining Customer Needs In order to evaluate the benefits of determining the needs of customers, feedbacks from customers are required to be obtained in relation to products and/or services offered. In this context, feedbacks of customers will assist in identifying the needs of customers and accordingly, making required changes in products and /or services for better satisfaction of customers. Furthermore, survey of non-user customers can also help an organisation in understanding business performances in relation to products and/or services offered, so that appropriate measures are undertaken with the aim of enhancing business performances (Uusitalo & et. al., 2008). 3.3 Methods of Consultation Employed In One Quality Scheme to Encourage Participation by Under-Represented Groups In order to employ a quality scheme for better participation by under-represented groups, top management executives need to establish cultural relation with them. Apart from this, a constant communication system should be established with that under-represented group in order to ensure that business operations are performed positivity. Moreover, it can be also asserted that involvement of under-represented groups in the process of decision-making will motivate them to perform effectively in accordance with business objectives. Consequently, it will also enhance the performance level of an organisation (Uusitalo & et. al., 2008). 3.4 Identify the Value of Complaints Procedures and Analyse How They May Be Used to Improve Quality It can be observed that hospitality industry now-a-days acknowledge feedback and complaints from customers in order to identify performance gap or loopholes. In this regard, organisations analyse and evaluate complaints as well as feedbacks in order to mitigate operational loopholes for better future performances. Organisations analyse complaints continuously in order to improve quality of business operations. Thus, it can be asserted that high quality maintenance in terms of services will assist in attracting more consumers towards an organisation, which in return will also aid to improve competitive position in different marketplaces. Moreover, businesses by developing an effective position in the marker segments are able to enhance their brand image (Uusitalo & et. al., 2008). TASK 4: Overview The objective will be to discuss the different aspects in relation to business health and the implementation of total quality system in order to ensure that business operations are performed effectively. 4.1 The Role of Self-Assessment In Order To Determine an Organisation’s Current State of Health Organisations can evaluate business performances by measuring sales volume and profit margin. Apart from this, an organisation can also assess its current situation by gathering feedbacks from consumers. In the case of Holiday Inn London group of hotels, it has been observed that the entire business process faces different quality issues relating to business and market conditions. Thus, it can be asserted that self-assessment is quite essential in order to determine an organisation’s current state of health. 4.2 An Evaluation of the Importance of Communication and Record Keeping In hospitality industry, communication is an important tool of ensuring effective circulation of information in relation to business performances. Hospitality organisations are required to maintain continuous communication with stakeholders, so that they are informed about business performances and position. Similarly, it has been also observed that along with communication record keeping is also essential for hotel organisations. It has been identified that in order to maintain quality of products and/ or services, hospitality organisations are required to keep constant communication with its employees. Record keeping also assists an organisation to have better information in relation to market position. In this regard, record keeping will also help assist Holiday Inn to comprehend its business position, so that effective strategic decision can be formulated as well as implemented in order to improve business performances. Thus, it can be affirmed that record keeping along with communication might assist the hotel to enhance its performance level by maintaining its service quality. 4.3 Guidelines Should Be Followed On the Stages of Staff Consultation Necessary for Effective Implementation of a Quality Scheme In order to implement the quality scheme significantly, Holiday Inn is required to practice staff consultation. Staff consultation is identified as a process of communication in accordance with which information and instructions can be exchanged between an employer and employees, so that business operations are performed effectively on the basis of business objectives (Uusitalo & et. al., 2008). Thus, an organisation needs to follow certain guidelines during consultation process, which are provided hereunder: During consultation, the main messages need to be kept short and in an understandable format Try to avoid irrelevant points The process should be interactive Consultation needs to be done on an orderly basis (Uusitalo & et. al., 2008) Holiday Inn must follow these guidelines in order to make the staff consultation effectively, so that business operations and performances can be enhanced effectively (Uusitalo & et. al., 2008). 4.4 Propose New Systems or Modifications to Existing Systems That Could Improve Service Quality In order to improve service quality, Holiday Inn needs to focus on its operational and production system. It has been observed that the hotel has relied on their operational and production systems in order to produce its products and/or services in accordance with the needs of customers. In the present contemporary business scenario, organisations are identified to adopt advanced technologies, methods along with tools in order to enhance the performance level of the hotel. Thus, it can be asserted that in order to maintain the competitive advantages the hotel should modify the existing system, so that it is facilitated with the opportunity on performing business operations successfully (Uusitalo & et. al., 2008). 4.5 Write a Paragraph to Show How You Took Responsibility for Managing and Organising Activities Holiday Inn has been facing adequate operational issues of managing business operations relating to external business environment. Presently, hotels are evaluating their quality of service by using several techniques and tools such as total quality management, database management system and management information system. In this regard, as a quality manager of the hotel, I have been entrusted with the responsibility of evaluating the performance of Holiday Inn hotel and accordingly, formulate appropriate strategies based on which business operations of the hotel can be managed effectively in relation to market conditions as in global financial crisis situation. I will ensure that employees are offered with appropriate training as well as development facilities for better possession of knowledge and skills. Consequently, total quality system should be adopted in the management of the hotel, so that business operations can be performed effectively in relation to QA and QC. References Andrews, S., 1982. Hotel Front Office Training Manual. Tata McGraw-Hill Education. Gržinić, J., 2007. Concepts of Service Quality Measurement in Hotel Industry. Ekon. Misao Praksa Dbk. God Xvi, 81-98. Kusluvan, S., 2003. Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry. Nova Publishers. Twigg, C. A. 2001. Providers and Consumers in Today’s Distributed Learning Environment. Center for Academic Transformation. Uusitalo, K. & et. al., 2008. Customer Complaints as a Source of Customer-Focused Process Improvement: A Constructive Case Study. Int. Journal of Business Science and Applied Management, Vol. 3, Issue.1, pp. 1-13. Read More