Management of Health and Safety in the Workplace - Research Paper Example

? Topic: Management of Health and Safety Lecturer: 0 Introduction Health and safety in the workplace is one of the significant aspects that may influence an organization’s success. Effective management helps in the avoidance of costs associated with accidents among employees and legal suits that may emerge from non-conformity to the laid down employment laws. Moreover, a healthy workforce is productive and hence greater overall performance of the organization. This paper presents a study of health and safety at Sahara Hospitality Company in Oman. Research Objective To investigate health and Safety at Sahara Hospitality Company 2.0 Literature Review Kotler et al. (2002) stated that contrary to the standard business of product and services, customer satisfaction is intangible and challenging to measure but it is a fundamental aspect of the hospitality business. The industry involves offering an environment that mimics the customer’s comfort zone in terms of accommodation and catering as well as communication. Health and safety must be guaranteed for customers and employees to ensure accomplishment of customer expectations in the hospitality industry are perceived with greater intensity than for many other products and services (David, 2009). Garden, (2008) observed that modern technology has enhanced customer feedback mechanisms, such as the application of mobile technology for customers to place a request and to give instantaneous feedback with regards to the services offered. According to Marshall & Johnston (2009), customers are rational in their evaluation and may give positive remarks where least expected or fail to give credit where it is highly anticipated. Hammond et al. (2006) proposes a point of involvement and feedback check whereby employees and customers are offered a chance to indicate if they are satisfied with the health and safety measures that have been put in place within the organization at all levels of the supply chain. Electronic devices can be installed in the various facilities available for customers and employees for them to key in anonymously their views regarding their perceptions with regard to their health and safety. These include food, water and environmental safety in relation to facilities such as kitchen, toilet, bathroom, and bed or water dispenser among others. Whenever an issue is detected, it is electronically transmitted directly into the management’s notification system. Zheng (2004) observed that constant monitoring of the implementation of health and safety standards is necessary for effective improvements whenever changes are needed. Popper (2004) noted that health and safety surveys enhance an organizations capacity to retain and also attract potential customers as well as to retain employees. This is accomplished through well designed and implemented study questions that allow real trend exploration. Such surveys provide useful information regarding the necessary amendments to improve health and safety standards. CODEX ELEMENTARIOS was developed by the UN to control risks in 1962. It developed the hazard assessment system called HACCP (Hazard Analysis and Critical Control; Point). Health and safety study helps in risk analysis to determine if there is high risk (Critical Control Point), medium risk or low risk (control points). It is important to help in the analysis of the intensity or severity of risk and frequency of occurrence (Kotler et al. 2002). 3.0 Research Question Are employees and customers exposed to risks that may affect their well-being? 3.1 Research Philosophy, Approach and Strategy This research will be based on the general understanding that workers and customers are rational and will offer a true reflection of their feelings regarding their health and safety in the organization. It is assumed that they clearly understand what they need and are also capable of evaluating whether their expectations have been met. It is also expected that employees and customers will be ready to sacrifice 5 minutes of their time to answer questions regarding their level of satisfaction. Five questionnaires will be placed in hotel rooms as well as at the reception for customers and five for the employees to fill. The questions will be simple and straightforward to enhance response. Respondents will be informed by the management regarding the intention of the survey. They will fill in and drop the questionnaires in a box at the exit of the hotel. This will help to maintain confidentiality and hence motivate employees and customers to respond. 10 questionnaires with similar questions will provide a good sample size for an effective survey. The survey will be spread over a period of three weeks to ensure that customer diversity is maintained. Also to prevent duplication, questionnaires will be served to new customers only. Each employee and customer will have an opportunity to fill only one questionnaire. 3.2 Ethical Implications of the Survey Informed Consent is one of the ethical principles that must be observed in this survey. Respondents participating will be effectively informed regarding the purpose of the survey by the hotel staff. There will also be an option to skip questions that they feel are not appropriate for them. This may mainly apply to gender specific questions. Anonymity will be ensured to enhance confidentiality. The identity of the respondent such as name, employee number or customer’s room number will not appear on the questionnaire. Questions will be developed carefully to avoid offensive information to the respondent. Personal information will not be necessary and therefore will be avoided in the questionnaire (Popper, 2004). 4.0 Reliability and Validity of Research The use of questionnaires will be better than interviews since they will enhance confidentiality and reduce biased responses that may emerge from face to face interviews as respondents may tend to avoid negative comments through face to face interviews. Questionnaires are practical and will be necessary in the collection of all the information in a short period of time in an economical way. Their validity and reliability is also not affected by the other people who will be involved in the research apart from the views of the respondent. However, researcher imposition may be unavoidable because when developing the questionnaire, assumptions are made with regards to the perceptions of what is good and what is not important for the research, hence the possibility of omitting important aspects. Also, another difficulty in applying questionnaires is that there is no single language that can be used for all respondents and therefore interpretation may be necessary to suit the participant’s language. This will be done by the hotel management upon request by the respondent. The questionnaires will contain 5 questions that will be aimed at collecting precise information with regards to customer satisfaction. The question regarding whether the respondent has ever been involved in an accident within the premises is an important pointer to the general health and safety. This question will help in establishing whether there is high frequency of occurrence of accidents. The more the return visits the greater the market potential. The other most important question is for the respondent to indicate on a rating scale how he/she feels matters of health and safety have been addressed by the management. This question will provide a quick view of the general satisfaction among respondents and also an important pointer to the perception of a larger population. The results obtained can be analyzed quantitatively to indicate the overall performance of the organization with regards to adherence to health and safety standards. 5.0 Results The results indicate that 85% of the respondents interviewed have never encountered an accident. This indicates that the organization has managed to minimize risks that may cause accidents. The results also indicate that customers are satisfied with the company’s health and safety standards. Generally, it is evident that there is a high level of respondent satisfaction, even though there is a minority who were dissatisfied by the implementation of safety standards. 80% of the respondents indicated that they prefer working or seeking services from the company in subsequent visits to Oman due to the health and safety standards. This is also a clear indication of employee and customer satisfaction. This is a strong indication of future cooperation with the company over competitors, which is good for the financial well-being of the company. 82% of the respondents indicated that they would recommend the hotel to a friend, which indicates the value attached to the company’s health and safety standards. Even though the company’s promotion strategy is basically through the internet, it is clear that observance of health and safety standards can help in expanding the market through linkage of new clients to the company by those who feel that health and safety standards are good. 23% of the respondents felt that several hot-line numbers be provided in case of accidents. Currently only one number is available for use by customers and employees. 5% of the respondents wanted a company doctor to be stationed within the premises to cater for their health matters. 72% of the respondents skipped this question or indicated that they were okay with the current set up. 7.0 Conclusion The research question has been answered successfully. This survey indicates that Sahara Hospitality Company has been successful in maintaining health and safety standards and that respondents are willing to continue cooperating with the company. Maintaining good health and safety standards can help the company to achieve its goals as more people are attracted to it. The application of questionnaires in this study has helped in determining some important aspects of health and safety, which the company can focus on to maintain a competitive advantage. It is important to adhere to ethical principles during research, which are important in enhancing response and willingness to participate in the process. Respondents are especially concerned about confidentiality and hence it should be maintained together with anonymity for maximal co-operation to be achieved. References Brown, M. G. 2007. Beyond the Balanced Scorecard: Improving Business Intelligence with Analytics, Productivity Press David, F.R. 2009. Strategic Management: Concepts and Cases. 12th ed. FT Prentice Hall, p. 104-114 Garden, S. J. 2008. Strategic portfolio management, Project Management Institute Hammond, J. S., R.L. Keeney, and H. Raiffa. 2006. “The hidden traps in decision making”. Harvard Business Review 84 (1): 118–126. Kotler, P., Bowen, J.T. & Makens, J. C. 2002. Marketing for Hospitality and Tourism (3rd Edition), Prentice Hall Marshall, G. & Johnston, M. 2009. Marketing Management, McGraw-Hill/Irwin Popper, K. 2004. The Logic of Scientific Discovery, Taylor & Francis Zheng, G. 2004. “Management Science Applications in Tourism and Hospitality”, Journal of Travel & Tourism Marketing, Vol. 6, 2 pp 102-107 Appendix 1 Questionnaire To our esteemed customers, This questionnaire is meant to help us serve you better. Any information you write here will be treated confidentially. Do not indicate your name on this questionnaire. After filling it, please put it in the suggestion box at the entrance. Your co-operation is highly appreciated. 1. Have you ever encountered an accident within the company premises? Yes No 2. Please rate our health and safety standards by ticking one of the following boxes Excellent Very good Good Fair Poor 3. Do you wish to continue to work or to seek services from the company? Yes No 4. Would you recommend this company to a friend? Yes No 5. What would you like to be improved with regards to health and safety standards ? ……………………………………………………………………………………………………………………………………………………………………………………………… Read More