The Concept of Quality Management
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Added on 2020-01-21
The Concept of Quality Management
Added on 2020-01-21
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QUALITYMANAGEMENT
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Discussing definitions of quality in terms of business and services provision.....................11.2 Role of quality control and quality assurance in inspection and assurance processes .........21.3 Different approaches to quality management ......................................................................31.4 Explaining similarities and differences between the different methods ..............................4TASK 2............................................................................................................................................52.1 Defining customer satisfaction..............................................................................................52.2 Explaining the meaning of continuous improvement ..........................................................62.3 Illustrate the type of added values gained through continuous improvement ......................62.4 Different types of information made available to customers ..............................................73.1 Measuring Quality Management ..........................................................................................83.2 Benefits of Users and Non User Surveys in determining customer's needs ........................93.3 Consultation Method ..........................................................................................................103.4 Identifying value of complaints procedure ........................................................................10TASK 4..........................................................................................................................................114.1 Role of self assessment ......................................................................................................114.2 Importance of communication and record keeping ............................................................124.3 Stage of staff consultation ..................................................................................................124.4 System to improve service quality .....................................................................................13CONCLUSION..............................................................................................................................14REFERENCES..............................................................................................................................15
INTRODUCTIONThe term quality refers to the overall features and characteristics of commodities andservices that posses' capacity to satisfy implied needs and wants. In order to attain this objectivecorporations make use of 'Quality Management' concept. It is the branch of management aimedat producing superior products in the market (Harung, 2010). Excellence is acquired by creatingand implementing quality planning, assurance as well as quality control and improvement. Thisconcept focuses on fulfilling customer demands as nowadays the clients desire to choose highstandard products. Ultimately it ensures increased revenues and higher productivity for theorganization. The resources are determined from potential sources and optimally utilized.Quality management not only benefits the business entity but also enhances employees skills,performance productivity and earnings. This assignment elucidate significance of the mentionedskillful branch of management in different business firms. Different approaches and methods arecovered in the report to enhance quality management and acquire customer satisfaction. TASK 11.1 Discussing definitions of quality in terms of business and services provisionIn context of business, many economists and managerial experts outlined quality invarious way. Below is discussed conception of two different quality specialist briefly:David Garvin's Eight Product Quality DimensionsAccording to it, a strategic level is developed to analyze quality characteristics ofproducts and services (Zimmerer, 2011). The principle is defined by David Garvin highlightingeight crucial dimensions to define quality in business and service provision, which are asfollows:i. PerformanceIt describes the efficiency of productto achieve its well-intention ed purposes.ii. FeaturesThis enhances appeal for the commodity producedand service availed. iii. ReliabilityThe key element ofquality that ensures that aproduct will not failwithin a specified timeperiod. iv. ConformanceItpromotesadhesiveness toquantifiablespecifications I.e,products meet theirspecific standards.v. Durabilityvi. Serviceabilityvii. Aestheticsviii. Perceived quality1
It reflects thecapacity to toleratestress or traumawithout failing.The speed at whichthe product can beserviced when itbreaks down. The degree to whichproduct attributes arematched to consumerpreferences. It is determined on thebasis of customerperception and image.PZ&B's service Quality DimensionsIt is a known fact that every business entity initiates to produce reliable products so that itadds to repetitive purchases from the customers side. According to this concept, quality can bedefined and maintained through five dimensions, described below:Tangibles: It refers to the physical surroundings and facilities of equipment. Appearanceand outer packaging helps to built first impression for the product, in a way attract thepotential buyers.Assurance: This particular dimension highlights employees relation with commodity andclients (Mendes and Lourenço, 2014). It focuses on knowledge and courtesy of theemployees to establish feeling of trust and confidence among customers.Responsiveness: Responsibility held by the company to provide good quality products inspecified time is another dimension of quality.Reliability: Another aspect of quality is to provide after sale services to buyers ineffective manner. Empathy: The fifth dimension regulates on the principle that customers should feel extravalued and special by focusing on their taste and preference for quality of the commodity.1.2 Role of quality control and quality assurance in inspection and assurance processes Quality assurance and quality control work together to ensure that company's productsposses limited possible errors. Rose and Crown is a three star hotel located in the outskirts ofMidlands City. The hotel group provides exclusive and comfortable hospitality services to itsvisitors. It attracts mainly the corporate guests of the city during the week and welcomes leisureguests at the weekend. The company gives equal importance to quality control and qualityassurance in inspection processes.The planned and systematic activities are implemented to develop quality andstandardized process for services is quality assurance (Chiranov, 2014). Rose and Crownhospitality services are measured with set standards to monitor and prevent errors while availing2
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