Quality Management in Business

This document discusses the concept of quality management in business, including different approaches to quality management, the benefits of quality management, and the range of quality control and customer service improvement. It also provides information on how quality management is measured in a specific case study of Qbic hotel. The document is relevant for students studying quality management or business management courses.

QUALITY MANAGEMENT IN BUSINESS
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INTRODUCTION
Quality is the standard measure through which the efficiency of any product or
service can be identified. With the help of quality aspects, customers can identify the
suitability of the product; however on the other hand quality also aids in analyzing the
response of business towards customer’s demands (Wang, 2014). The present research
study has been made on Qbic hotel which operates business in UK as a small scale entity.
Thus, in this respect the study has been describing definition of quality and process of
inspection and assurance that is used in quality management procedure.
TASK 1 DIFFERENT APPROACHES TO QUALITY MANAGEMENT
1.1 Definition of quality in terms of business and service provision
According to Han and Hyun (2015), quality is a measure of excellence that aids
the business entity to depict that the product is free from all defects, deficiencies and
errors. Quality shows that the product is consistent and committed to certain standards
which aids in achieving uniformity in a product.
On the other hand, Kandampully, Zhang and Bilgihan (2015), states that quality
can be termed as a standard or a measure that defines the degree of excellence of a
product. Thus, quality shows presence of a distinct factor that is possessed by a product.
Panda and Das (2014), states that quality is a specific dimension that has the value
to enhance the demand of a product and that also contributes in meeting satisfaction ratio.
Therefore, quality determines the value of a specific product and service.
Stating about Qbic hotel, it can be said that quality is one basic dimension through
which the hotel can meet the requirements of customers. In hospitality industry, quality
provisions are required to be adopted in terms of meeting the preferences of the clients.
Thus, in such context quality can be considered as an important facet through which
value of service provision can be enhanced (Kandampully, Zhang and Bilgihan, 2015).
Thus, in order to give consideration towards quality facets, it is imperative for Qbic hotel
to focus on defect and error free services. The defined standards should be met in all
areas of concern.
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1.2 Process of inspection and assurance used in quality management
The process of inspection is essential to be conducted in Qbic hotel so that quality
changes can be implemented. The process of inspection is crucial in terms of identifying
the areas of improvements and modifications. Quality assurance can be analyzed only if
the business has inspected all the practices effectually. The process of inspection includes
observing services of Qbic hotel and how much the hotel is concerned about changing the
business practices (Panda and Das, 2014). Managers and senior authorities are engaged in
conducting close observation in which they also get feedback from the customers
regarding service delivery procedure.
Apart from this, Qbic hotel is also involved in implementing different quality
methods such as Total Quality Management and Six Sigma. Application of such methods
aids the business entity to enhance the quality level of services and also to acquire
attention of greater number of customers (Wang, Tsai and Tsai, 2014). In this respect, it
can be said that inspection is one of the sources through which quality assurance can be
depicted. Therefore, quality management at Qbic hotel requires inspection of each service
provision.
1.3 Range of approaches to quality management
 Total Quality Management: This is the most important approach under quality
management in which Qbic hotel is required to focus on enhancing the
capabilities of process. Through this, interest of customers can be acquired and at
the same time, they can also be retained for longer time span. This is also related
to maintaining and controlling business operations through adding value in
organizational activities (Mar Alonso-Almeida and Bremser, 2013). Thus, in such
respect it is essential for Qbic hotel to focus on four major dimensions such as
managing people, managing technologies, ensuring quality control and managing
infrastructure.
 Pareto charts: It contains both bars and line graph where the value of Qbic hotel
can be represented in descending orders by bars and this also shows the
cumulative total is further represented by the line. The major purpose of Pareto
chart is to highlight the areas of defects and the highest occurring of that defect.
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 Six Sigma: Qbic hotel can also make use of Six Sigma approach that is a quality
program and that aids in improving customer’s experience lowers the cost and
builds better leaders in improving business functions (Yang, Flynn and Anderson,
2014). Thus, it can be said that six sigma is a measure of quality that could assist
Qbic hotel to strive for perfect services.
1.4 Similarities and differences between methods of quality management
At Qbic hotel, Total Quality Management is being implemented as the major
process of enhancing quality aspects of the service packages. For instance- proper
emphasis has been laid on basic housekeeping services such as cleaning, food preparing
and other services (Mok, Sparks and Kadampully, 2013). According to the concept of
Total Quality Management, best quality food items are being used in the hotel for the
purpose of ensuring that suitable services are being there in the service package. Prior
providing room services to the customers, it is essential for the Qbic hotel to ensure that
all the rooms are properly cleaned and equipped with all requirements.
Besides this, Six Sigma method helps Qbic hotel to remove all sorts of defects
from the service provision. In this respect, it can also be said that both the methods are
suitably adopted for the purpose of enhancing quality facets. However, on the other hand
the basic difference between both the methods is that both require continuous monitoring
and observation (Baker, Baker, Magnini and Magnini, 2016). That is a time consuming
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Approaches to
quality
management
Six Sigma Pareto charts Total Quality
Management

process and that can also enhance the efforts of the employees in managing service
provision.
TASK 2 BENEFITS OF QUALITY MANAGEMENT
2.1 What is customer satisfaction and how it is relevant for Qbic hotel
Customer satisfaction is the term which denotes that customers are happy with the
company and the services it delivers. In this respect, it can be said that when the business
delivers quality services, it brings benefits such as long term sustainability and customer
satisfaction. Customer satisfaction states that a few numbers of customers are potential
buyers of the business entity which gets services all the time from the same service
provider (Brandon-Jones, Lewis, Verma and Walsman, 2016).
Customer satisfaction is relevant to Qbic hotel as better service provision can
enhance the potential of business and at the same time it can also help in enhancing
customer base of the hotel entity. With the help of customer satisfaction, various benefits
can be acquired (Wang, Tsai and Tsai, 2014). Better service provision can encourage
customer segmentation and at the same time, it can also allow the business to capture
more market share. This is highly essential in terms of managing business success and
long term sustainability.
2.2 Explain the meaning of continuous improvement in quality management
In the concept of quality management continuous improvement holds more
importance. Continuous improvement depicts that the business is regularly focusing on
facilitating improvements and modifications for enhancing the service provision. In
regards to this, continuous improvement is vital in adding more elements in the services
so that large number of customers can be satisfied towards the hospitality services (Sukru
Cetinkaya, Ergul and Uysal, 2014).
Qbic hotel has been focusing on continual improvement which is the ongoing
process of improving products, services and other processes through incremental and
breakthrough modifications. In this respect, Qbic hotel has applied the model of PDCA
cycle wherein the hotel entity identifies the opportunity of change and implements in
business activities according to the areas of requirements (Panda and Das, 2014).
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2.3 State the type of added values gained through effective operations
Quality is regarded as the major dimension that helps Qbic hotel to add value in
the business operations and at the same time, it also removes all the defects and errors
from the business resources. Application of quality management approaches aids Qbic
hotel to deliver all the services on time and it also aids in creating more market related
benefits. Moreover, Just- In- Time approach also assists Qbic hotel to deliver the
practices on time so that customers do not have to wait for the services (Kandampully,
Zhang and Bilgihan, 2015). This has highly underpinned the services of hotel entity and
as a result, it is encouraging the demand for hospitality services. Moreover, in this
context it can be articulated that customer satisfaction level is increasing; henceforth it
encourages the hotel entity to grow and prosper more.
2.4 Describe the type of information made available to the customers and its importance
to effective marketing
It is essential for the customer to get knowledge about Qbic hotel so that they can
acquire hospitality services from the same business entity. Thus, in this respect primary
as well as secondary information both holds major importance. Secondary sources such
as brochures, pamphlets and retail outlets are useful in informing customers about the
service provision (Han and Hyun, 2015). However, on the other hand primary source is
also very much important for generating awareness in the customers about hospitality
services of Qbic hotel. Concluding, it can be said that customers when promote the
services to other end users, it develops more awareness among the public.
For instance- when Qbic hotel has information about its customers, then the
business can easily target new end users (Bunakov and et.al., 2015). Moreover, marketing
strategies of the business can also be encouraged and developed more to sustain in
external market place. Therefore, it can be said that Qbic hotel needs to inform end users
about the service dimensions and that can be done through promoting the service values
on higher extent. Through this way, the business can survive in competitive market place.
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TASK 3 RANGE OF QUALITY CONTROL AND CUSTOMER SERVICE
IMPROVEMENT
3.1 Explain how quality management is measured in Qbic hotel
 In order to measure quality aspects, employers of Qbic hotel are engaged in
conducting the process of observation in which directly the performance of
employees is measured according to the quality standards.
 Similarly, employee performance is also rated as per the parameters defined. This
is the way through which the areas of improvements are being identified
(Radojevic, Stanisic and Stanic, 2015).
 Nonetheless, quality is also measured through getting feedback from the
customers and also through ascertaining efficiency of newly adopted processes.
 Thus, specific standards are being determined to measure quality at Qbic hotel.
3.2 Evaluate the benefit of non- user and user surveys in determining customer needs
Benefits of user survey Benefits of non- user survey
It helps to analyze the requirements of
customers as per changing market trends.
However, it is useful in knowing why
consumers do not prefer to purchase
services from Qbic hotel.
Customer interaction can be maintained
(Wang, 2014).
Customers can be attracted through
delivery quality associated services.
Areas of improvement can be identified
and changes can be made to hotel’s
services.
Through this, innovative and creative
services can be added.
3.3 List the methods of consultation employed in quality scheme
In order to encourage the participation of different groups in consultation process,
Qbic hotel has developed an open policy in which employees can recommend their
suggestion. This can be considered as important aspect through which suitable changes
are made in the hospitality services of Qbic hotel (Mar Alonso-Almeida and Bremser,
2013). Moreover, in this respect customers of the hotel are also provided the option in
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which they can suggest the hotel to add new services in the existing services. Employees
are also involved in the decision making process which facilitates equal participation of
every respective person.
3.4 Identify the value of complaints procedure and how this can improve quality
In general, Qbic hotel has been focusing on complaint procedures so as to bring
improvements in the existing service provision. The below mentioned section clearly
depicts the domains which are improved through complaint procedure:
 Complaint procedure is being used for the purpose of identifying likes and
dislikes of customers.
 New additions are also made in the hotel’s services as per the changes mentioned
in complaint procedure (Yang, Flynn and Anderson, 2014).
 Complaint procedure helps Qbic hotel to change the roles and responsibilities of
employees so that value of services can be enhanced.
 With the help of complaint procedure, new strategies can also be adopted to meet
the competitive scenario.
CONCLUSION
The present study has made it clear that quality is the major factor that has the
potential to impact the long term competency of business. Thus, in this respect researcher
has defined the relevancy of customer satisfaction and how it aids in facilitating
continuous improvements. Apart from this, discussion has also been included regarding
benefit of user and non-user survey.
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