Quality Management in Business

This presentation discusses the principles of quality management and how they can be applied to improve the performance of an organization. It covers topics such as self-assessment, communication and record keeping, staff consultation, and proposing new systems to enhance service quality. The presentation includes references to relevant literature on quality management.

Quality Management in Business

TASK 4 APPLY THE PRINCIPLES OF QUALITY MANAGEMENT
TO IMPROVE THE PERFORMANCE OF AN ORGANIZATION

4.1 The role of self -assessment in order to determine an organization’s
current ‘state of health’
• According to the general context self- assessment is the procedure that defines that how efficiently Qbic hotel has been managing
organizational aspects.
• In this respect, chief consideration is required to be given on health and safety aspects. In this respect, Qbic hotel is required to ascertain
that all the health regulation are being employed in the hotel entity for the purpose of facilitating safety and security measures.
• In this respect, health assessment procedure can be carried out so that Qbic hotel’s concern towards health dimensions can be ascertained.
Herein, Qbic hotel itself has to emphasize on self-assessment technique so that the hotel entity can found out its concern towards health
and safety prospects.
• Moreover, health assessment form should be filled up by the top authorities and managers as they have exact idea about the concern of
the hotel regarding state of health. Along with safe environment, Qbic hotel also needs to ensure that health and safety benefits are being
delivered to the employees.

4.2 An evaluation of the importance of communication and record keeping
• Communication is important procedure for Qbic hotel since that aids all the department to get appropriate information about the
hospitality services. With the help of proper communication, needs and preferences of customers can be identified and accordingly
suitable services can be delivered to them.
• Moreover, communication can also assist the hotel entity to avoid the issues related to misunderstandings and business challenges.
Thus, in this area, Qbic hotel has to ensure that proper communication process is being adhered in the hotel. At the same time,
record keeping is also essential since that assists the hotel entity to record each and every prospect of the business.
• It is also essential from security point of view and also from safeguarding the business from all hazards. Moving on to the interest of
customers, there must be proper record keeping process for keeping safe every business aspect.
• For instance- Qbic hotel must have to ensure that all the complaints and problems of end users are being recorded in the database.
This is also crucial in terms of identifying the areas of improvements in service provision.

4.3 Show how guidelines should be followed on the stages of staff consultation necessary for
effective implementation of a quality scheme
• The process of staff consultation is necessary to adopt so that Qbic hotel can implement several strategies to enhance
quality facets of the business.
• Thus, in this respect it is essential for the hotel entity to emphasize on quality dimensions so that prominent services
can be delivered to the clients.
• For instance- at the time of implementing any new service provision, it is imperative for Qbic hotel to include all the
staff members in decision making process so that they can also depict their valuable opinion about service delivery
provision.
• In this context, it is also clear that while bringing any quality scheme in the hotel, the managers are required to
emphasize on staff consultation process.

4.4 Propose new systems or modifications to existing systems that could improve
service quality
• In order to improve the service quality of Qbic hotel, it is requisite to focus on bringing
changes to the existing service provision so that value of system can be enhanced.
• Furthermore, in this context Qbic hotel is also required to focus on improving the value of
service quality through implementing new systems and processes.
• Employees should also get training in the same respect so that they can deliver quality
services to the end users.
• This will also aid in enhancing customer satisfaction aspects and as a result success aspects
of the business can be enhanced.

References
• Bell, D. and et. al., 2005. Managing Quality. Butterworth-Heinemann.
• Chin, S. K, Yeung, K. and Pun, F. K., 2006. Development of an assessment system for supplier quality management. International
Journal of Quality & Reliability Management. 23(7) .pp.743 – 765.
• Cowan, J. and Anthony, S., 2008. Problems with complaint handling: expectations and outcomes. Clinical Governance: An
International Journal. 13(2). pp.164 – 168.
• Gitlow, S. H., 2000. Quality Management Systems: A Practical Guide. CRC Press.
• Groocock, J., 2000. The impact of powerful and weak customers on quality assurance systems and quality improvement programs. The
TQM Magazine. 12(6) .pp.372 – 388.
• Mok, C, Sparks, B. and Kadampully, J., 2013. Service Quality Management in Hospitality Tourism and Leisure. Routledge.
• Sumner, P and Thorpe, B., 2004. Quality Management in Construction. Gower Publishing, Ltd.