Operations, Quality and Supply Chain Management

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.

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.

6OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
1.2 Benefits of Lean Characteristics:
DWTC Intercontinental Hotels
Improved Quality The infrastructural
development of the
organization was focused in
increasing the comfort level
of the business organizations
in hosting their events or
other operations (Bhamu
and Singh Sangwan 2014).
The organization
significantly restructured
their management and the
employees in order to
improve the quality of their
service. The lean
characteristics enabled the
organization to increase the
customer satisfaction.
Increased Efficiency As the organization was
operating in the business
event management industry,
the application of lean
characteristics enabled them
to properly figure out the
space so that they can use
them for commercial uses.
Following the lean method,
the organization was able to
implement various training
procedures in order improve
the skills and competencies
of the employees in serving
the customers with the
desired level of perfection.
Along with that the lean
method enabled the
organization to reduce the
cultural differences among
the employees in order to
work effectively in a team

7OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
(Fullerton, Kennedy and
Widener 2014).
Improved Visual
Management
The visual structure of the
occupancy of the various
business organization with
the specified time duration
was significant for the
DWTC in managing the
space.
The contribution of the lean
characteristics in the form of
the visual management was
significantly helpful for the
organization in mapping the
occupancy of the customers
along with the employment
map for the mentioned
organization (Wahab,
Mukhtar and Sulaiman
2013).
Problem Elimination Lean Characteristics enabled
the organization to
implement a search process
in order to find out the
issues relating to the
organization. This enabled
the organization to find out
the faults in the conduction
of the business events or the
commercial operations,
generated from the service
and features of DWTC. The
The lean characteristics was
instrumental in providing
the chance to assess the
difficulty of the employees
in managing the customer
demands with the desired
level of perfection. The
process also helped the
organization to analyse the
incapability of the
employees in managing their
quality while serving at

8OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
lean characteristics also
defines the way to find out
the solutions as well
(Sundar, Balaji and Kumar
2014).
adverse situations.
Greater Productivity Lean characteristics enables
the organization to manage
the floor area in the best
possible method so that the
organization gets the chance
to use the vacant parts and
that increase the
productivity of the
concerned organization.
The application of the lean
characteristics enabled the
organization to focus on the
improvement of employees
in terms skills and
competency in handing
different customer demands
which will increase the
customer satisfaction. The
generated customer
satisfaction will result in
repetitive buying of the
services and that will
significantly increase the
profit of the organization
(Rahman, Sharif and Esa
2013).

9OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
1.3 Customer Service:
DWTC:
The infrastructural development with the addition of the new rooms and the halls with
improved facilities will significantly impress the customers and along with that the quality
service of the employees will attract the customers significantly to use the organization for
their business operations. Apart from that the customer satisfaction in availing the building
spaces for their concerned business operation will also be instrumental as that will trigger
repetitive buying of the services by the customers from DWTC. Along with two mentioned
benefits that the organization is currently experiencing, the organization will also get a
competitive advantage over the other service providers of the same industry in United Arab
Emirates (David Mc 2013).
Intercontinental Hotels and Resorts:
The organization with assistance of the parent organization IHG group is able to
employ several employee development training programs which are focused in increasing the
skills of the employees and along with that, the cultural training programs are dedicated to
reduce the huge amount of cultural differences among the employees of the different nations
serving in the mentioned multinational organization. According to Radnor and Johnston
(2013), this will significantly increase their skills in acting as a team player which will
increase the quality of the services of that organization. Hence the level of the customer
satisfaction will increase with the formation of the customer loyalty among the customers
towards the Intercontinental Hotels and Resorts and that will be visible with the amount of
revenue IHG generated, which is 1.784 billion US dollar in the financial year 2017 (ihg.com
2018). The reason behind this huge amount of revenue is the repetitive buying of the
customers. This enabled the Intercontinental group in becoming one of most prestigious
organization in the global hospitality and hotel industry.

10OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
2.1 & 2.2 Quality Models and Systems analysis:
Models DWTC Intercontinental
ISO 9000 This enables the
organization to align their
floors and spaces according
to the customers demand
In the hospitality industry,
the mentioned model helps
the organization to follow
the current demands and
customer preferences in
order to create the desired
level of satisfaction among
the customers (Zhu,
Cordeiro and Sarkis 2013).
Total Quality Management TQM is instrumental in
creating a competitive
business environment in the
mentioned organization
TQM helps the mentioned
group to create a
competitive atmosphere
among the employees of
them so that each and every
employee drives towards the
production of quality service
to every customer (Sallis
2014).
Continuous Improvement
of Quality
It helps the mentioned
organization to look for the
sources of defects in that
particular organization for
which the customers are
The training programs for
the employees of the
concerned organization is
one portrayal of the
implementation of the

11OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
suffering, and helps the
organization to continuously
improve in those sections
(Clark, Silvester and
Knowles 2013).
mentioned model which is
focused in the continuous
development of the
employees and service of the
organization.
Six Sigma It has the impact on the
organization in the form of
the infrastructural
development which DWTC
had in order to align their
business operation with
customer demands (Pyzdek
and Keller 2014).
It helps the organization to
assess the incapability of the
employees in order to
perform in the desired level.
2.3 Advantages and Disadvantages:
Systems and Models Advantages Disadvantages Relevance
ISO 9000 The model has
significant
importance in
helping an
organization in
describing the
business objectives
and the new business
The owners and
managers do not
have clear
understanding of the
ISO 9000
certification process.
According to many
the excessive
documentation is
The model helps the
organization to reach
the requirements of
the customers and
the important
stakeholders and at
the same time it also
satisfies the
regulatory and

12OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
opportunities.
This is instrumental
in the assessment of
the organization
regarding the risks
that are associated
with the operation of
them.
The organization
will be able to
manage the
operations in a better
manner as the model
requires increased
number of
documentation and
the self-assessment
(Terziovski and
Guerrero 2014).
also a major concern
for the model.
statutory
requirements of a
given product or
service of that
particular
organization.
Total Quality
Management
It reduces the cost of
the organization in a
significant manner.
The model is
instrumental in
increasing the
The major
disadvantages of the
TQM are that it
results in higher cost
of time and it
produces significant
TQM helps the
organization to
create such an
environment that
inspires the
employees to

13OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
satisfaction of the
customers.
TQM puts strong
emphasis on the
assessment of the
faults or defects in
the process in order
to improve the
quality. The
reduction of the
defects is also major
advantage of the
model (Sadikoglu
and Olcay 2014).
challenges to the
process of the
change.
continuously
improve their ability
quality service
which will have a
particular value to
the customer.
Continuous
Improvement of
Quality
Continuous
improvement
method is
significantly
benefitting in the
acknowledgement of
problems. The
method enables the
organizations to
significantly search
for the issues from
In this case, it is
observed that the
perspective of
interdependence
between all the
members is
significantly
vanished when the
improvement is
subjected to a
particular area of the
It helps the
organization to
continuously
improve the
services, products
and the processes by
means of
incremental and
breakthrough
improvements.

14OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
the setbacks or the
constructive
criticism that comes
from the customers.
This enables the
organization to be
active in order to
solve the issues in
providing quality
performance.
As the model
significantly
depends on the
continuous
improvement, the
employees achieve
notable confidence
in their operations.
organization.
The model
significantly lacks a
change initiative for
the entire
organization
including all the
members of different
levels.
The adaption of the
method of CIQ is
difficult for the
managers of the
small and medium
enterprises as thy re
bit conservative in
their nature and
operations (Hutchins
2016).
Six Sigma As the method is
primarily driven by
the customers of the
organization, the
method will relate to
significant amount
The strong emphasis
of the method on the
rigidity of the
process is
contradictory to the
concept of
It is known to be a
tool for the
improvement of a
process. It helps the
organization to
improve the quality

15OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
of customer
satisfaction by
minimizing the
defects in their
operations.
The method is
instrumental in
finding the
innovative ways to
make a customer
happy.
The method has
significant influence
in increasing the
productivity of the
organization and it
also has notable
presence in reducing
the operating cost of
the organization.
Thus it helps in the
financial stability of
any given
organization
following the model.
innovation and it is a
strong barrier to the
creativity.
The method is
significantly
demanding in case
of the recruitment of
the skilled and
efficient employees
which at times
produces significant
difficulty to the
organizations in
arranging such a
workforce with
optimum dedication
level from the part
of the employees.
of the output of any
given process by
removing the cause
of the defects and
with the reduction in
the variation of
manufacturing
process.

16OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Unlike the other
quality models, six
sigma has major
influence in the
prevention of the
defects rather than in
fixing of the defects.
The model has
significant focus on
the part of training
where it puts strong
emphasis on the top
down approach in
order to capitalize on
every good thing
possible and it also
strongly refuses each
and every bad thing
(Evans and Lindsay
2014).
Benchmarking The benchmarking
concept is
significantly helpful
for the organizations
in the search of key
Insufficient
information is a
major point of
concern in following
the mentioned model
It helps one
organization to
measure their
performances in
comparison of

17OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
features of the
organizations and it
helps the company
to compare those
features with the
other organizations
to find out the need
of implementation of
a creative idea.
The concept of
benchmarking helps
the organization in
order to get into a
healthy competition
with the other
competitors in order
to maintain a good
position in the
market with a high
success rate.
Along with these
advantages the
concerned method
has great importance
in identifying the
as the company that
is comparing itself
with the other
company can also be
subjected to
gathering of wrong
or inadequate
information. This
will result in wrong
judgement of the
other organization.
Another major
drawback of the
benchmarking
method is that the
organization which
compares with the
other important and
successful
organizations,
usually have the
tendency of
acquiring their
method of success
and tries to
another well
operational
organization.

18OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
activities which are
essentially needed
for the smooth
conduction of the
organizations and it
also puts strong
emphasis on the
improvement of the
quality of the work
and the performance
(Maimbo and
Melecky 2014).
implement them. But
the organizations
which are taking the
methods of success
from other
organizations are
generally ignoring
their own problems
and it is observed
that the issues for
the both sets of
organizations might
be different and in
that case the
organizations which
are inheriting the
concept and methods
of others are juts
wasting those ideas
and are creating
increased amount of
customer
dissatisfaction (Zhu
2014).

19OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Just-in-time In this method, the
organizations are
observed to use
significantly less
amount of inventory
and that reduces the
cost in a notable
manner (Snow et al.
2013).
In this method, the
organizations are
able to check their
production in a
frequent manner and
that allows them to
correct it as quickly
as possible so that
the number of the
products containing
defects become less.
The method has
significant
vulnerability
associated with it in
case where the
supplier is unable to
deliver sufficient
amount of goods and
that to be on time
(Spruijt-Metz and
Nilsen 2014).
A natural disaster
can interfere the
flow of the products
at any time with
significant amount
of impact on the
whole process.
It is a method that
helps the
organization to
reduce the huge
amount of time
within the
production system.

20OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
3.1 Supply Chain:
Customer Relation Management:
The chosen industry is the business event management and the hospitality sector and
the chosen organization are Dubai World Trade Centre and the Intercontinental Hotels
Group.
The CRM is a process to engage the current and potential customers with the
organization. It is a process which uses the customer data regarding the purchases of that
particular customers in order to improve the products which the customer bought on a
repetitive manner. This helps the Intercontinental Hotels Group to create a good relationship
with the customers and is instrumental in retaining the customers for a longer period of time.
Apart from that it helps the organization to increase their revenue with the increment in the
amount of products sold. The process of the CRM is believed to have five different types in
the form of strategic, analytic, collaborative, operational and customer data platform
(Alqahtani and Saba 2013). The process generally includes three steps like the analysis of the
customer information, training of the employees in order to perform in a better manner to
create the customer satisfaction and the application of the strategy formed from the analysis
of the customer data. The customer information aspect of the CRM helps the DWTC to find
the spaces which they can use in future and apart from that it will also be significantly
important for them in increasing the quality of the services of the employees of the
organization.
Total Quality Management:
The concerned model is stated to create an environment inside the IHG which triggers
the employees to strive towards the continuous improvement which will enable them to
provide quality services as per the demand of the customers. This enables the employees in

21OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
producing a service which will have significant value to the customers. Apart from that it
also enables the DWTC to make sure that they are able in providing all the necessary
resources to the customers. The breakdown of the term will produce total and management as
two individual concept where the total emphasizes on the addition of the different
departments, responsible for the production, in striving towards the improvement of their
operations and the management concentrates on the proper managing of the individuals in
order to improve the quality through the training, staffing. The different standards of the
model will be Total Quality Management 1992, Electronic Components Committee 1994,
System zur Zukunftssicherung 1996, Total Quality and Marketing/ Management Tools 1998
and Total Quality Management 2006 (Androniceanu 2017).
3.2 Logistics:
DWTC:
The organization belongs the business event management industry and in this case the
logistics relating to the industry will have significant impact. The DWTC building is used for
the commercial purposes where the different organizations can take lease of the building
spaces for their uses in the business operations. Hence the logistics will only relate to the
building infrastructure and that will be managed in accordance to the organization taking the
lease of that particular space. The general functionality of the events tends to describe the
required goods and their supplies. The proper management of the supply of those goods and
the logistics are observed to have significant importance in the success of those events
(Zhang et al. 2013).
Intercontinental Hotels and Resorts:
As the mentioned organization is a renowned name in the hospitality and service
industry, the logistics largely depends on the human efforts. The employees of the

22OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
organization is a significant part in their offered services. The quality of the service by the
employees are considered to be one of the main aspect of the logistics related to the
organization (Oliveira et al. 2015). The end product that is the service of the employees are
observed to be designed by significant amount of training and the organization’s improved
infrastructure in delivering an optimum experience for the customers.
3.3 Supplier’s Contract:
The input for the supplier’s contract will be more or less close to each other for the
mentioned organizations.
The supplier’s contract will consist of supplier’s code of conduct which will ensure
that the organization will get uninterrupted supply of the material in case of any sort of
infrastructural development, the supplier will provide written documentation of the materials
which are supplied and the supplier will ensure that all materials supplied will be matching
the quality standards (Dekker et al. 2013).
The supplier’s code of conduct will incorporate four different parts which are the
labour practice and standards, environmental policy, review and documentation policy along
with ethics.
The labour practice section will include the rules and regulations regarding the child
labour, non-discrimination, health and safety and working conditions. Along with that it will
also include the working hour characteristics and compensation clause in it as well.
The environment policy will include the quality of the product and materials used and
the choice of the technology for the transportation.

23OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
The ethics section will include the steps that needs to be taken to make sure that the
supplier’s business conduct is following the ethical path and is able to establish significant
anti-corruption measures in order to establish a fair business practices.
The Review section will specify the policy dedicated for the purpose of monitoring.
The major risk in these sort of agreements are
 High pricing
 Low quality materials
 Irregular Supply
The strategies will consists of the plan B which will make sure that the organization
has second option for their usage. Apart from that, the organization must implement strong
rules for the penalisation in any case of contract breach and unviability in supplying the
materials. The irregularity of supply will be countered by the availability of the substitute
suppliers for the concerned organizations. Apart from that the high pricing can be adjusted by
considering the bid of the suppliers who belong to the mid-market as the cost of the product
in that case will be less than the up-scale market. The concern of the low quality material will
countered by the strict monitoring from the part of the concerned organizations.
Conclusion:
On a concluding it can be said that the customer relationship is a significantly
important aspect in the modern day business operations as the market is getting significantly
overcrowded with large number of market players. Apart from that, the organizations which
belong to the service industry are in need of producing notable quality in their services so that
they be able to hold on their customers.

24OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
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