Quality Management in Business - Essay Example

minimum errors in the operational procedures and improvising production services as per customers’ demand (Arab British Academy for Higher Education, n. d.). Specifically, in terms of hotels such as ‘The Rose and Crown’ that relies on customer service rather than selling products, errors can be of multiple forms. These can be providing the customers with inadequate levels of service or poor customer response time. All these forms of errors are normal in case of hospitality industry but the main concern lies on the management about how they deal with such issues and how fast they rectify them (Arab British Academy for Higher Education, n. d.).

Quality, in terms of service in hotel industry is a process where the management team focuses on assessing the expectations of the customers for the services that they are offered with (AbuKhalifeh & Som, 2012). Customers’ expectations can be evaluated in terms of ‘reliability’, ‘assurance’ ‘responsiveness’ and ‘empathy’. In case of ‘The Rose and Crown’ hotel, the degrading quality of service towards customers can be stated as the cause of emerging major problems. Services provided by the hospitality organisations towards its customers can be segregated into multiple categories that together contribute towards the overall development of maintaining greater association with the customers (AbuKhalifeh & Som, 2012).

Quality assurance and quality control are duly considered to be the subparts of total quality management (TQM). These two assessment tools provide both qualitative as well as quantitative data and thus play decisive roles in inspecting and assuring an organization’s quality service management. The data accumulated through these two processes eventually helps in developing and initiating strategies for improvising the quality of service and thus providing customer satisfaction (Shahin, n. d.). For bringing about improvement in ‘The Rose and Crown’ in terms of service, which is