Quality Management in Airbnb

Airbnb

Executive Summary
The role of quality manager is to ensure that all the services provided to customer are of
good and high quality. It is essential for all the companies to be provided with quality and good
services. Airbnb is one of the leading accommodation service that has started in California. This
company is used for considering the requirements and needs of customers for accommodation
service.

Table of Contents
Executive Summary.........................................................................................................................2
INTRODUCTION ..........................................................................................................................4
MAIN BODY ..................................................................................................................................4
Identify and describe the concept of quality management .........................................................4
Outline the problems being currently experienced by Airbnb....................................................8
Assess the impact of KPI in delivering consistent and effective quality management............10
RECOMMENDATIONS ..............................................................................................................11
CONCLUSION .............................................................................................................................12
References......................................................................................................................................13

INTRODUCTION
Quality management is defined as process that is used by organisations for sustaining in
market. Providing effective and good service to customers and clients is essential for building
competitive advantage. The quality management and continuous development as well as
improvement are essential part of any organisation (Altinay, Paraskevas and Jang, 2015).
Hospitality industry includes various services like reception and entertainment of guests, visitors,
strangers with good will. This business helps in making profits by doing business such as
cafeterias, canteens, commercial hotels, etc. The company which is used for analysing the
concept of quality management is Airbnb. This is an online marketplace that offers lodging
services, home stays or tourism experience. It was founded by by Brian Chesky and Joe Gebbia
in the year 2008. This company is named after the concept of it's owner i.e. Air bed and
Breakfast. There is discussion on quality management in Airbnb, problems faced by this
company and impact of KPI in delivering good and quality services.
MAIN BODY
Identify and describe the concept of quality management
Quality management is defined as the set of ideas and opinions in order to improvise the
services and products offered by any organisation. The main objective of having good quality
management is to satisfy customers and survive within market. The quality gurus or experts
plays significant role for expanding and transforming aspect of quality. One of the quality guru
named Deming has worked with statistical sampling for improving quality and introduced
variance concept. Dr. W. Edwards is one of the influential gurus of quality management in US as
well as Japan. The concept of quality management is visual perception process which is related
to different activities and tasks that are done within the company. The manager of Airbnb
focuses on providing superior quality products to its customer in order to satisfy them. The
purpose is to provide high quality goods for survival in the marketplace. The supervisor
emphasised on making an effective strategies, plan and policies for satisfying the wants of
consumer in an suitable manner. Also this helps company in accelerating the productivity and
profitability of business organisation (Dredge, Airey and Gross, 2015). It is essential for
company to provide good quality products to its customer in order to increasing competitive