Operations, Quality and Supply Chain Management

Running head: OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Operations, Quality and Supply Chain Management
Name of the Student
Name of the University
Author Note

1OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Executive Summary:
The paper describes the business operation of two chosen organization World Trade Centre
(Dubai) and Intercontinental Hotels and Resorts. The paper focuses on the benefits of the lean
manufacturing on mentioned organizations along with role of the customer services. The
paper then describes the impact of the various quality models on the chosen organizations and
also specifies the advantages and disadvantages of them. Apart from that, the paper also
defines different supply chain theories and the impact of them on the mentioned
organizations. The paper also provides an assessment of the requirements of a supplier’s
contract.

2OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Table of Contents
Introduction:...............................................................................................................................3
Overview:...................................................................................................................................4
1.1 Business Operations:............................................................................................................4
Dubai World Trade Centre:....................................................................................................4
Intercontinental Hotels and Resorts:......................................................................................5
1.2 Benefits of Lean Characteristics:.........................................................................................6
1.3 Customer Service:................................................................................................................9
DWTC:...................................................................................................................................9
Intercontinental Hotels and Resorts:......................................................................................9
2.1 & 2.2 Quality Models and Systems analysis:.....................................................................10
2.3 Advantages and Disadvantages:.........................................................................................11
3.1 Supply Chain:.....................................................................................................................20
Customer Relation Management:.........................................................................................20
Total Quality Management:.................................................................................................20
3.2 Logistics:............................................................................................................................21
DWTC:.................................................................................................................................21
Intercontinental Hotels and Resorts:....................................................................................21
3.3 Supplier’s Contract:...........................................................................................................21
Conclusion:..............................................................................................................................22
References:...............................................................................................................................23

3OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Introduction:
The competitive world of business in the modern generation is ensuring that the
business organizations must focus significantly on their operations, supply chain management
and in ensuring the optimum quality for the products or the services that they offer
(Christopher 2016). These assets can be physical or intangible assets where the physical
assets will incorporate the assets which has a physical representation like the building of an
organization or the chairs and tables of the organization. The intangible assets lack the
physical presence like the goodwill of an organization or the copyright of an organization
(Seuring 2013). The process of a value creation from the available assets consists of several
business operations cycles. The supply chain management is one of the major segment of the
modern day business. It is known to be the management of movement of goods or the
services, a particular organization offers to the customers and in broader details the process
includes the flow and storage of the raw materials along with partially finished products
waiting for the completion and the finished goods (Hugos 2018). According to many critics,
the process consists of the parts like designing, planning, monitoring, controlling and
executing the concerned activities with the objective to increase the net value, the
construction of a competitive infrastructure and improvement in the matchup between the
demand and the supply (Brandenburg et al. 2014). The process generally has four stages
which are the planning, quality assurance, quality control along with the quality
improvement. The general principles for the process will be the customer focus, leadership,
improvement of quality, the decision making on the basis of concrete evidences along with
the customer relationship management (Wisner, Tan and Leong 2014). The purpose of the
paper is to evaluate the business operations and the methods relating to the operations with
precise focus on two of the reputed organization of different industries which are the Dubai
World Trade Centre and the Intercontinental Hotel Group. The paper also evaluates the

4OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
customer management of the organizations and the different quality models along with the
supply chain theories and the models that the chosen organizations or the industries are
applying.
Overview:
As mentioned earlier the chosen organizations for the paper will be the Dubai World
Trade Centre (DWTC) which is incorporated in the business events management industry and
the Intercontinental Hotel Group operating in the global hotels and hospitality industry.
DWTC is one of the renowned skyscraper in Dubai which was established in the year 1979
and is one of considerable number of branches of the World Trade Centres (Dwtc.com 2018).
The building was also ensured its place in the 100 dirham bank note. The Intercontinental
Hotel Group is also a renowned name in the global hotel industry founded in the year 1946.
The organization is currently operating at 180 places across the globe with having it’s
headquarter in Denham, United Kingdom (ihg.com 2018).
1.1 Business Operations:
Dubai World Trade Centre:
As mentioned earlier the mentioned organization is a notable business events manger
in United Arab Emirates. The general motive behind the construction of the building is the
execution of the various exhibitions like Gitex, Big 5 or Gulfood and business events of the
concerned nation (gitex.com 2018). The infrastructural excellence of the concerned building
enables it to operate with unmatched significance. The building generally consists of space
for exhibition of 1.3 million square feet along with 21 halls and 40 meeting rooms across the
three floors. This enables the organization to host more or less 500 events annually and in the
year 2015 it was able to host 396 events with a visitor’s number of 2.74 million (Dwtc.com
2018). The venue provides apartments and office space for the commercial uses. Two of the

5OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
specified objectives of the organization are to become a global leader in the business event
management industry and to increase their growth. The organization felt the need to effective
promoting of the venue as one of the significant operational business centre and the
management addressed the need with the designing of the services that the venue will offer,
the improvement of the existing business model that the venue is following, the introduction
of the essential modern technologies and the equipment which will enable the venue to be
known as reputed and preferred destination in the business event management industry along
with the recruitment of the efficient employees who will be able to manage the above
mentioned programs with the desired level of perfection. The management is able to properly
manage the inventory and control the quality of the services in order to ensure that the
services guarantee high quality. This is visible with the achievement of DWTC’s objectives
in such a low period of time along with increment in growth rate of the venue. However the
business operation still need to introduce some new innovative strategies which will make
sure that the services of the organization aligns with the customer demands and preferences.
Intercontinental Hotels and Resorts:
The idea behind the business operations of the IHG is to attract the businessmen and
tourists with the quality service in the luxurious accommodations or hotels in the notable
cities of UAE. The Export-Import Bank of United States was a major contributor in the
formation of the organization. The business management of the group was quick to
understand that their motive of social development in the Latin American region can also be
instrumental in generating huge amount of profit from the market and that instigated the will
of expanding the business across the globe. The Intercontinental hotel group is the parent
organization for the mentioned organization. The new opening of the hotels and the purchases
of other existing hotels were genuine proof of the fact that the group was considering the
business expansions with significant importance.