Aspects of Total Quality Management | Hilton Hotel

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Added on 2020-02-05

Aspects of Total Quality Management | Hilton Hotel

Added on 2020-02-05

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TABLE OF CONTENTSINTRODUCTION ...............................................................................................................................3ASSIGNMENT TASK.........................................................................................................................32.0 Outline the TQM System used by Hilton .................................................................................33.0 Critique the implementation and development of the use of the system ..................................44.0 Discuss how successful has the implementation and development been..................................65.0 Evaluating the impact on the organization looking at...............................................................76.0 Recommendations......................................................................................................................8CONCLUSION ..................................................................................................................................8REFERENCES.....................................................................................................................................92

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INTRODUCTION Quality management is a comprehensive approach used by management of an enterprise toimprove the quality of its offerings through continuous improvement. With the help of total qualitymanagement technique, company ensure constant refinement in its ability to deliver supreme qualityproducts and services to consumers. Therefore, organization can maintain the desired level ofexcellence and meet the set benchmarks in terms of quality and consistency. The quality managementis focused on four key variables; quality planning, assurance, control and modifications (Sallis, 2014).In this report, different aspects of total quality management will be studied in the context of Hiltonhotel. It is a luxury chain of hotel of UK which is known for providing high end services to itscustomers. Hilton is offering its services in more than 4610 locations with around 758,502accommodations. It is leading hotel in the globe in terms of room availability and worldwide presence.ASSIGNMENT TASK2.0 Outline the TQM System used by Hilton Total quality management refers to set of tools and methods used by the management of Hiltonto improve the quality and productivity of business. It further involve business approach to makeabiding environment in which a company constantly amend its ability to offer supreme quality goodsand services to consumers (Oakland, 2014). It further involve use of various tools and techniques ofquality control, bench marking, six sigma, lean manufacturing etc. The key objective of TQM processwithin Hilton hotel is to ensure that it perform right functions and the first time and every time.Therefore, with the aid of total quality management, organization ensure it endeavour its best attemptsto make continuous improvement in its processes by integrating the experience, skills and knowledgeof its human resources (Ellis, 2014). TQM process assist Hilton in maintaining its global brand imageby assuring the quality of its products ans services. The advantages and disadvantages of TQMThe main consideration of total quality management of Hilton is to amend the consumerservice and eliminate the waste in the business. There are ample number of benefits as well asdisadvantages of applying TQM techniques within Hilton hotel (Madu, 2012). Therefore, it issignificant for manager of company to consider them while operating. Advantages: Focusing on the needs of the market: TQM assist in focusing the requirements and demandsof the market. It have universal applicability and assist the entity to ascertain and fulfill theemerging requirements of the market in a effective and efficient way. Reduced production cost: The total quality management process of Hilton help management3

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on focusing on the production system. This further leads to elimination of waste which furtherhelp in lowering the production cost of business. It also help company in improving itsprofitability (Wang, Chen and Chen, 2012). By focusing on TQM approach, Hilton can identifythe non productive activities within business and take measures to eliminate them. Innovation: With the help of total quality management, company will find new ways that helpin enhancing the quality of services and products. This further leads to new innovations thatdetermine future success of business (Madu, 2012). Therefore, TQM help Hilton inoutperforming than its rivals as its offer unique products, finer quality etc. Constant review of progress: The TQM approach help company in conducting critical reviewof procedures required for designing the strategy of continual improvement in business (Talib,Rahman and Qureshi, 2013). Therefore, company can identify various loopholes that affect itsperformance and competencies that assist in performing as per the set benchmarks. Hence,company can ensure and review its progress in long run. Disadvantages: Employee resistance: To ensure success of total quality management program, it is importantfor company to make viable changes in its production and processes considering the dynamicenvironment etc (Abdallah, 2013). Further, it involve change in thinking, attitude and mode ofexecuting operations for performing various jobs. This further results into resistance amongemployees which also reduce their efficiency, productivity and morale (Bon and Mustafa,2013). Disruption in production: To employ the total quality system, organization is required toconduct intensive training and development program for its employees (Talib, 2013). Thisfurther involve training regarding, problem resolving techniques, critical thinking, use of sixsigma, statistical process control, brain storming methods etc. However, due to this employee isunable to concentrate on work properly which further disrupt the production system. Time consuming approach: The implementation of TQM program within Hilton re quires highinvestment of time and efforts by management. However, the results and benefits are availedvery late or it may be less than cost incurred. Therefore, it is the major drawback of TQMprocess (Asif and et.al., 2013). 3.0 Critique the implementation and development of the use of the system There are various TQM strategies which are used to improve business management systems. Soconsidering this, Hilton hotel identified the most of the common practices such as cross-functionalproduct design, employee development, supplier quality management, customer involvement,4

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