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(PDF) Quality Management in Tourism and Hospitality

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Added on  2021-04-24

(PDF) Quality Management in Tourism and Hospitality

   Added on 2021-04-24

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Running head: Hospitality 1
Hospitality - Quality Management in Business
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Contents
Introduction.................................................................................................................... 3
Task 3........................................................................................................................... 4
3.1 Quality management................................................................................................. 4
3.2 The benefit of user and non-user.................................................................................. 6
3.3 Methods of consultation employed............................................................................... 8
3.4 The value of complaints procedures and the way of improve quality....................................10
Task 4......................................................................................................................... 12
4.1 Organization’s current ‘state of health.........................................................................12
4.2 Importance of communication and record keeping..........................................................13
4.3 Effective implementation of a quality scheme................................................................15
4.4 New systems or modifications to existing systems...........................................................17
Conclusion................................................................................................................... 18
References................................................................................................................... 19
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Introduction
Quality management is the process of facilitating organization to maintain the quality of the
services. There are major four components of quality management such as quality assurance,
quality planning, quality improvement and quality management. This assignment will provide
the better understanding of the concept of quality and described in the term of business and
service operations. The aim of this assignment is to understand the controls due to quality and
the improvement in the customer services. The principles of quality management will be applied
to increase the efficiency of the employee (Molina-Azorín, Tarí, Pereira-Moliner, López-Gamero
and Pertusa-Ortega, 2015). Communication is integral to increase the mutual understanding on
one topic. Confidentiality increases the trust of the employees and customers on the company
that is why the concept of communication and record keeping will be defined in this assignment.
The report will be divided into two parts one is belonged to the measurement of quality
management and another is related to the improvement of service quality which involves
consultation, communication, self assessment and record keeping.
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Task 3
3.1 Quality management
There are various ways to analyze the quality management within the organization. There are
some measurements which facilitates the organization to find out the issues in the products and
services. It is considered as the most important part for the organization as it facilitates the
company to generate the alternatives for providing the best quality to the customers. Quality is
something customers crave and business pursues (Goetsch and Davis, 2014). There can be some
strategies such as total quality management and benchmarking which rely on collecting and
utilizing the data for measuring service quality.
Total quality management
Total quality management is the tool of measuring the quality within an organization which
defines the approach to long term success by considering the customer satisfaction. There are
some principles of total quality management which is helpful to measure the quality of the
quality management. The first principle is quality oriented management in which the mission and
the vision of the company should balance the needs of the company as well as consumers (Dale,
2015). Under this process, the quality management can analyse the activity of the employees and
find the solution to improve the productivity of them.
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Figure 1: Total quality management
Source: (Sallis, 2014).
It is vital for the growth of the company to satisfy the customers and for satisfying them,
company can provide them value for what they purchase. Company can provide the services to
the customers in addition for make their customers feel valued. Continuous improvement is
necessary for the company and this tool is helpful to analyze the work efficiency of the
employees and guide them to work smarter instead of doing hard work (Webster, 2015). The
roles of suppliers are essential in the growth of the company and this tool facilitates to make
difference between internal and external suppliers (Zhu, 2014).
Benchmarking
Benchmarking is a process of finding the effective performance of the specific company or by
competitors. This information is beneficial for the company to recognize the gap in the process
of organization. This process has some certain steps such as planning, collection of the data,
analyze the data, implementation and monitoring. The benefit of benchmarking is that it is able
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to manage the change and monitor the performance of the company in comparison of
competitors in order to attain the competitive advantages.
Figure 2: Benchmarking
Source: (Zhu, 2014).
3.2 The benefit of user and non-user
It is vital for the companies to understand the needs of the customers on prior basis. There are
various ways available which is helpful to understand the requirements of customers. Survey is
most popular approach among them. In that case the company should consider what kind of
survey they should use and for whom it should be conducted- users of non-users. Users are those
people who are considered as existing customers. Organization need to introduce new products
and services to them for satisfying. Survey is affordable approach in which expectations, needs
and limitations can be recognized. Non users are those people who are not connected with
company recently but potentially will be customers. Non users become in the organization due to
dissatisfied products and services of the organization. With the help of non user survey, the cause
behind not using the products and services can be recognized sired products as per the customers
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