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AN335H17 Quality Management in Business (Unit 17)

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Added on  2020-02-03

AN335H17 Quality Management in Business (Unit 17)

   Added on 2020-02-03

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Submission Front SheetAssignment Code:AN335H17......Programme:BTEC Higher National Diploma in Hospitality ManagementUnit Title and Number:Quality Management in Business (Unit 17) R/601/1100QFC Level and Credit value:5; 15 credits, Module Tutor:Yannick Fansi, Email:y.fansi@mrcollege.ac.ukDate Set:12th September 2016Name:Larisa Nicoleta DincaRegistration Number:22433Date:30/11/2016Is this a First Submissionor Second Submission?Word Count (max.5000) Turnitin Score Complete and copy this page and add it as the front sheet to your online submission1| P a g eLearner’s statement of authenticityI certify that the work submitted for this assignment is my own. Where the work ofothers has been used to support my work then credit has been acknowledged. I haveidentified and acknowledged all sources used in this assignment and have referencedaccording to the Harvard referencing system. I have read and understood thePlagiarism and Collusion section provided with the assignment brief and understoodthe consequences of plagiarizing.Signature:Larisa Nicoleta Dincawords%
AN335H17 Quality Management in Business (Unit 17)_1
Table of ContentsTable of Contents..................................................................................................................................2Task 1.....................................................................................................................................................4Scenario 1..........................................................................................................................................41.1 Quality terms...........................................................................................................................41.2 Role of quality control and quality assurance..........................................................................41.3 Approaches to improve quality management.........................................................................41.4 Similarities and differences......................................................................................................4Task 2.....................................................................................................................................................6Scenario 2..........................................................................................................................................62.1 Customer Satisfaction..............................................................................................................62.2 Meaning of continuous improvement.....................................................................................62.3 Type of added values...............................................................................................................62.4 Types of information available to customers and effective marketing....................................6Reference:.............................................................................................................................................82| P a g e
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Task 1Scenario 11.1 Quality termsQuality service or product in terms of business and service provision, is the level at which theproduct or service of the hotel meets the customer’s needs or expectations to avoiddisappointments or complains or loss of customers and is always in a continuous supply in order tokeep the business running and more successful. Total Quality Management is a managementphilosophy that seeks to integrate all organizational functions (marketing, finance, design,engineering, and production, customer service, etc.) to focus on meeting customer needs andorganizational objectives. The business out to continuously apply this principle in its operations sothat they it can continuously improve its ability to deliver high quality products and services tocustomers as well as motivate its staff to achieve this objective. The quality is also how a product orservice meets the purpose that it is intended to do. High quality products or services plays severalimportant roles such as provision of a positive organizational image which further has the advantageof attracting more clients and partners to improve the profitability of the business. Anotherimportance of quality is that it lowers the costs and increases a competitive advantage thus enablingthe business to command a higher market share. Quality is not just about how a product satisfies theneeds of the client but rather it also encompasses the accessibility to the services, the relevance tothe need, efficiency to the economy and how the products are socially accepted in the society.Quality, management is also very crucial because it can detect the mistakes in the operation of thebusiness early and stop recurrences in time (Goetsch, & Davis, 2014).Engaging workers in decision making processesThe employees and employers should be able to discuss all decisions before they are implemented.Customers can also be engaged in the decision making by asking them for their feed backs on theservices that are being provided and the products quality too. This makes it easier for each of themand they do not feel left out or not heard. In the view of the total quality management, employeesneed to be empowered through training, appraisals and promotions, recognition and rewarding theteams that excel so that their morale can be boosted. Th workers feel more associated with thebusiness if they are fully involved in all the aspects of decision making and thus lead overallimprovement of their motivation to work effectively and offer excellent services for the aim ofmeeting the needs of their customers (Goetsch, & Davis, 2014)1.2 Role of quality control and quality assuranceThere are many different processes used in inspection and assurance of quality as stated below: Quality Planning – is a process that determines how to satisfy particular quality standards throughidentifying, the policies, standards, and product descriptions etc together with the products andservices that bring production in the organization. Benchmarking, cost benefit analysis, flowchartsand design experiment methods are used to verify the present quality levels and to discover the gapbetween the identified quality standards and present situation. Quality Assurance – a process thatevaluates overall production performance using quality planning tools, and quality audits, and3| P a g e
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