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Importance of Quality Management

   

Added on  2020-11-12

21 Pages6213 Words384 Views
Quality management1

Table of ContentsIntroduction......................................................................................................................................3PART 1............................................................................................................................................3Importance of quality management.................................................................................................4Measuring and managing services quality?.....................................................................................5Quality management and measurement methods............................................................................6Part 2..............................................................................................................................................11Service quality impact on The Canary Wharf Hotel......................................................................11Service quality (impact of each one of the them and recommendation)........................................11Part 3..............................................................................................................................................13Customer feedback system framework..........................................................................................13Conclusion.....................................................................................................................................15References......................................................................................................................................162

Introduction Total quality management is known as incessant effort of management along with theemployees of a specific firm in respect to improve the quality of products and services. for anorganisation it is important to focus on quality of their products and services instead of quantityto survive the fierce competition (Hazen, Boone and Jones-Farmer, 2014.) There are differenttools which can be used by firm to measure the quality of services and improve themaccordingly. The present report is based on The Canary Wharf hotel which is 3-star hotel and itsoperate business in Canary Wharf, East London. It is determined that customers complaints areincreasing related to the services which are delivered to them. The present report will provide theimportance of managing and measuring service Quality. Along with this, the impact this willhave on the front-line employees, their engagement and also managerial implications will beassessed. Apart from this, Customer Feedback System (CFS) framework that the organisationcan utilise to monitor and continually improve service quality will be produced. PART 1According to the given scenario, The Canary Wharf hotel is a 3-star hotel which isopened in East London since 2000 AD. The hotel has 100 modern stylish 1nsuite rooms whichinclude standard, executive and premier. There are various other facilities which are includedlike gym, spa and swimming pool, etc (Hazen, Boone and Jones-Farmer, 2014.). The hotelprovide facilities to both business and leisure guests. Along with this the, at present they haverefurbishments and updated the reception area, restaurant and rooms. With the increase in profit,customer complaints are also enhanced within period. In the last six months, there are variousissues within the hotel which are highlighted such as large number of facilities but poor service,customer waiting time increased, front desk was so busy due to which customer are facingissues. After carrying out audit, The Canary Wharf hotel has hired quality managementconsultant in respect to improve their current service delivery. To improve quality services, TheCanary Wharf hotel is required to understand the significance of quality management which willhelp in bringing effective improvement (Kern, 2014.). . 3

Importance of quality management Quality management leads to make sure that superior quality products and services aredelivered to customers. The firm can easily measure the quality of product’s reliability,performance and durability. Quality is considered as an essential parameter which helps indifferentiating the firm from its competitors (Mok, Sparks and Kadampully, 2013). Along withthis, quality management also helps in making sure that changes take place in the system andprocess which results in superior quality products and services. With the help of qualitymanagement, company can easily make and deliver high quality products that help in meetingneeds and wants of customers. Canary Wharf Hotel is operating their business in service sectorwhere quality plays a significant role. It assists in increasing the satisfaction level of customers.Service quality in hospitality sector has become one of the most essential aspects to gainsustainable competitive advantages and customer’s confidence in the highly competitivemarketplace (Sallis, 2014). History of service qualityThe origin of quality management is undoubtedly connected with the production and quality ofproducts. It emphasises on their own production process and technical control of inputs andoutputs. There are various approaches of quality management which significantly enforced in theautomotive and aerospace industries. It is because; product should be of higher degree reliability.Service quality is beginning in the early 1920’s which is a movement of inspection on productsto make sure that whether they can meet the demand of customers or not (Kärnä, 2014). Different schools of thoughtAccording to the view of author quality of services is refer to a network which has abilityto accomplish maximum bandwidth and deal with other network performance elements such aslatency, error rate and uptime. As per the gap model provided by Persuaman and Zeithaml thereexists a gap between the customer perception and customer expectation. This gap is known as thecustomer gap. It can be said that customer expectation is known as the standard against that theperceived services which are checked to measure service quality. After measuring any gap isnoticed between the received services and expected services then it is important to reduce thegap so that high quality services can be delivered (Talib, Rahman and Qureshi, 2013). 4

Figure 1 Gap between expected and perceived serviceMeasuring and managing services quality?The Canary Wharf hotel is required to measure quality of the services so that they caneasily understand requirement of improvements and fulfilled customers requirement. Belowprovided are different ways that can help in measuring and managing the service quality:Service quality dimensionsService quality is consisting of three dimensions that are physical facilities, staff andmaterials (Mitra, 2016). It is segregated into two factors that are functional quality and technicalquality. Company can measure performance of an individual because it leads to refer theprimary characteristics. In the measurement quality lead to include measurable qualities inwhich the firm can be classified on the basis of objective and individual feature of performance.Features are known as the second dimension of quality which are normally a second aspect ofservice quality dimension. Further, features lead to include both objective and measurableattributes. Customer satisfaction: To measure customer satisfaction is not easy because of various reasons. To countcustomer satisfaction on the basis of their feedback is not case because most of the people preferto be quite when they are satisfied. Along with this, there are many people who do not think tocontact customers and some of them pass their complaints (Ashrafi and Schwarz, 2013).Therefore, it can be said that requirements for customer satisfaction is not unique but it not easy5

to count. To make a healthy relationship with customers is the strategy for measuring customersatisfaction and make sure that success is determined. Different ways to measure customersatisfaction are survey customers, understand expectations, assessing the competition, etc. Benefits to both:Service quality lead to provide benefits to both company as well as customers in respect to carryout business activities in an effective manner. There are wide range of services which are offeredto customers and they charged some cost (Yu, Selvaraj and Kaminker, 2015). It is important forthe firm to deliver services as per the requirement of client which help in increasing customerbase, sales and profitability. At the time when company not able to deliver quality services then Profitability:Improved quality leads to put a positive impact on the performance of business. At thetime when company started earning profit, it shows that customers are satisfied with theirservices. Customers are prepared to pay more for improving services where that quality leads toprovide customer satisfaction and perceived value. Therefore, it can be said that company shouldfocus on improving their services to gain profit (Saeidi, Sofian and Saaeidi, 2015). . Business development and expansion/success/failure: Firm expansion and success is depended on the customers satisfaction and it can be onlyaccomplished through delivering quality products and services (Agnihotri, Dingus and Krush,2016). It is important for company to make improvement in their products and services as per thecustomers requirements is considered as important factor for the success of the business. Mostlycustomer prefer to visit those company again and again who can fulfil their needs and wants ontime. Further, it is analysed that companies who failed to satisfied their customer they can sufferfrom loss. Quality management and measurement methodsManagement Service design: Service design is known as the activity of planning and organisingpeople, communication, infrastructure in respect to improve quality services. At the tineof designing services it is important for company to ensure that it meet all the expectationof customers. There are many services which are required to be provided to the customers6

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