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Introduce to Quality and Operational Management
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Added on 2020-03-15
Introduce to Quality and Operational Management
Added on 2020-03-15
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Marketing Principals: Quality And Operational Management 1MARKETING PRINCIPALS: QUALITY AND OPERATIONAL MANAGEMENTNameCourse: Professor’s NameInstitutionCityDate
Marketing Principals: Quality And Operational Management 2Quality and Operational ManagementIntroductionQuality and operation management is a concept mostly used in tertiary learning institution toengage students about business operations and environmental control. It helps learners how todesign and implement management systems. This subject is in a position to develop anunderstanding of how to define structures of systems at ease. The student need to have a bit ofexperience in the field of management systems, otherwise, the learners will find these subjectsvery challenging and might experience difficulty in handling the same. Task 1: Quality Management SystemsQuality policy for Philnet Hotel and RestaurantPhilnet Hotel and Restaurant has an obligation to serve all the customers diligently and tomaintain the secrecy of all the customers. According to our research on customer satisfaction, itcame to our knowledge that most customers need their services to be secrete enough. As acompany, we also have to make sure that we meet all the customer needs and even exceed themif possible. By doing this, the customers become more confident with the company, henceimproving the customers’ purchasing power. Philnet Hotel and Restaurant also need to protectthe customers from all sort of harm, unnecessary price increase from competitors etc. these caneither be individual customers or institutions who buy from our company (Jobber and Ellis-Chadwick, 2012). As a company we need to provide online shopping platform where we updatecustomers regularly on prices of goods, so that the customers know the price changes beforeappearing in our front offices for purchase. Employees management is also an asset that needs akeen eye on. As a company, we have a task to make sure that employees are well taken care of.They need good working conditions which must be safe and friendly. In addition to that, wepromise to provide ethical treatments to any employee to gets injured while performing company
Marketing Principals: Quality And Operational Management 3related duties. We also promise to always continue to strengthen the employees’ skills throughproviding proper training facilities and job evaluation frequently.Part of our quality assurance is to create strong friendship and relationship with the communityaround us and the government of the land where we work. We promise to strengthen therelationship with the government by continuously paying all our taxes as required by the law. Wealso have to ensure that the electronics we sell to the members of the public are of the highestquality standards and not fake (Kotler and Armstrong, 2013). Our company, being a Hotel thatfood items, have to make sure that our shareholders are well taken care of. We hereby promiseour shareholders that we will operate the company within its financial capability so that enoughprofit can be realized from the same without losing the trust of the shareholders. Philnet Hoteland Restaurant also promises to always set achievable targets every year. This way, all thecompany stakeholders are in a position to monitor our performance and know where we aregoing as a company (Lees-Marshment, 2009). Identifying Stakeholders and Stakeholder NeedsStakeholders are people who have a direct say in the company. His or her actions or suggestioncan directly or indirectly affect the company and or other stakeholders. An example of astakeholder is an executive board member. This is a person whose decisions need to be givenutmost attention since his or her actions when approved may affect the entire company (Bearden,2006).
Marketing Principals: Quality And Operational Management 4The table below identifies some stakeholders together with their needs in the company.StakeholderNeedsShareholdersi.Better understanding of how philnet does sustainability strategyii.They need to know the company’s growth strategyiii.Shareholders also need to understand how the company (Philnet Hotel and Restaurant) deals with risks, price changes etc. in a competitive marketCustomersi.Customers need to see the company’s financial stability.ii.The need efficient transaction within the company at the bank.iii.They also need positive service delivery.Communityi.The community needs the environment to be preserved for their own health and wellbeing.ii.Through the activities of the company, the community members need to achieve a higher living standard.Governmenti.The government needs to see employment opportunities given to the community members.ii.The government also needs to see the company follow strictly the laws and regulations set. iii.The government representatives will also be happy to see Philnet Hotel and Restaurant contributing money towards the development projects. Employeesi.Employees need to be assured of their job security.ii.They also need to be satisfied with the jobs they are
Marketing Principals: Quality And Operational Management 5doing.iii.For employees to work more efficiently and diligently, they need to have a safe and positive working environment free from harassment and negative ideologies. How to fulfil stakeholder needsa. Shareholdersi.The company needs to put in place specific period within a year when meetings are heldand shareholders are briefed about the company performance during the same meetings. ii.More shareholders need to be attracted. This can be achieved by having investorconferences.iii.The company needs to have quarterly meetings to address the challenges the company isexperiencing. Shareholders and all board of directors need to attend to these meetings. iv.Another way to make sure shareholders are well informed, is to develop a newsletter thatinforms them of the company performance and financial positon regally. b. Customersi.The company needs to have employees training sessions so that they are trained on howto best handle customers and improve transactions and service delivery. ii.Moreover, the company needs to do a market survey so that it knows what the customersare saying about the company. iii.The company needs to have an online problem solving system where customers are ableto visit and solve some of the issues they have about Philnet Hotel and Restaurant. c. Community
Marketing Principals: Quality And Operational Management 6i.The company can allocate funds periodically to be used for community developmentpurposes.ii.The company can participate in community programs that help in environmentalconservation.iii.Philnet Hotel and Restaurant can also join hands with the community in providingeducational facilities and help to the disadvantaged in the community. d. Governmenti.These can be achieved by the company having meetings with government people andtogether finding a solution to the problems.ii.The company needs to provide internship programs to the people around the companysettings. iii.The company also must update the government on all its activities and how suchactivities will be a benefit to the government and community. iv.Philnet technology as a company needs to have allow the government officials to auditthe company facility to make sure that they are complying with the set law andregulations. e. Employeesi.The company can achieve all these by developing employees training programs so thatemployees receive new skills frequently.ii.The workers need to be given competitive benefits. iii.The company can also do employees survey to know how the employees are feelingabout the company and their recommendations as well.
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