Environmental & Quality Policies in Business

This assignment explores the implementation of environmental and quality management systems within different businesses. It examines policy documents from companies such as IKEA, various hotel chains, and construction firms, highlighting their approaches to sustainability, risk management, and continuous improvement. The analysis delves into how these policies contribute to ethical practices, customer satisfaction, and operational efficiency.

Running head: Report
Contents
Introduction.................................................................................................................................................3
Task 1 – Quality management system (QMS).............................................................................................4
1.-1 Quality policy of Majestic Hotel......................................................................................................4
1.2 Five stakeholders of the Majestic hotels............................................................................................5
1.3 Processes for Stakeholders' needs......................................................................................................6
1.4 Process 1- Inputs and Outputs............................................................................................................8
1.5 Five performance measurement parameters.......................................................................................9
1.6 Continuous improvement program at Majestic Hotel......................................................................10
Task 2 – Environment management system...............................................................................................12
2.1 EMS policy......................................................................................................................................12
2.2 Stakeholders of the WBC................................................................................................................13
2.3 WBC activities/ Operations...........................................................................................................13
2.4 Energy storage system.....................................................................................................................14
2.5 Environmental impacts....................................................................................................................16
2.6 Environmental objectives................................................................................................................17
2.7 Realistic and relevant targets...........................................................................................................17
Task 3- Occupational health and safety management................................................................................18
3.1 OHS policy......................................................................................................................................18
3.2. Risk in company.............................................................................................................................19
3.3 Risk assessment chart......................................................................................................................20
3.4: Elimination of risks........................................................................................................................22
Conclusion.................................................................................................................................................23
References.................................................................................................................................................24
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Introduction
There are three policies that we are going to explain in this report with the help of different
organizations. The policies that mainly focused are the quality management policy,
environmental policies and occupational health and safety management policies. This report
covers the three different sectors, hotel, construction and manufacturing company. In this report,
the companies chosen to explain all the policies are Majestic hotel and spa, WBC and IKEA. All
the policies made by these organizations are playing very important role in order to achieve the
objective of the company. This is carried to understand all the factors that improve the
performance of the organization and eliminate the risks. The overall objective of any kind of
business is to perform well and manage all the operations of the business in such a way that it
will help the organizations to gain the profits. Every company, from the different sectors like
hotel, construction or the manufacturing, requires some strategies in order to compete in the
market by keeping in mind all the important factors like environmental, quality and health of the
employees. The above report makes it clear the role of the organizational policies in the business
operations. Moreover, the policies that are explained in this report have some objective. First
policy that is Quality management system have the main motive of these policies is to check the
quality of the products and services and their accuracy. All the ISO directions are very useful as
they all are assisting in supervision and service improvements. Moving further to the
Environmental policies, the Construction Company, WBC has the objective to provide the best
quality services with minimum prices in comparison to the other organizations. The last one
policy named as occupational health and safety policy has the major objective is to improve the
occupational health and safety of the employees in order to improve the performance of the
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employees. The IKEA is the company that treats all types of employees either blue collars or
white collars equally.
However, in all the three policies, the main focus is given on the training and development of the
workers as we all know that the employees are the assets of the company and the growth of the
company is highly dependent on the performance of the employees.
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Task 1 – Quality management system (QMS)
1.-1 Quality policy of Majestic Hotel
The hotel chosen to explain the concept of the quality management system is the Hotel Majestic
and spa in Barcelona. This is a five star hotel and was established for almost 100 years. This
hotel provides all the facilities of the luxurious rooms with the food services. Quality standards
of this hotel are truly relying on the services offered by the company as well as guest satisfaction.
Majestic hotel provides the services which are environment friendly in nature. The majestic hotel
follows quality and environment management by keeping all these factors in mind and
committed towards the corporate social responsibility with the directions or guidelines of the
UNE-EN9001:2008.
Talking about the ISO 9001, then it is the international standards that are established in order to
manage the business operations. According to these standards, all the needs of the customers of
the hotel should be fulfilled to gain the guest or customer satisfaction. The main motive of these
standards is to check the quality of the products and services and the accuracy. All the ISO
directions are very useful as they all are assisting in supervision and service improvements.
As per the directions of the ISO 9001, the Majestic hotel and spa, build the quality policy to
bring a change in the internal business environment of the hotel to build the different image from
the other competitors. In spite of this, with the help of the quality policy and certification, the
majestic hotel manages all the risks, performance and employees who are involved in the process
of the decision making as well as internal communication of the hotel. There is an audit of the
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quality management system of the hotel to supervise the operational processes of the Majestic
hotel (Hotel, 2017). According to the quality policy, the quality of the goods and improvement of
the services is possible by giving the incentives to employees. It is very essential to motivate the
employees to maintain the quality of products and services in the organization. The supervision
of the audit team of the quality management system is very useful in order to analyze the
deficiencies in the employee’s performance. The visits by the audit team promote the
coordination and teamwork in the hotel. Hotel Majestic and spa follows the standards of the ISO
9001 that forced the company to work on the planning, organizing and supervise all the
operations requirements as per the needs of the customers.
1.2 Five stakeholders of the Majestic hotels
The following are the people assumed as the stakeholders of the hotel like many other hotels:
Employees: - Majestic hotel need to focus on the training and proper guidance for the employees.
It is very important to train the employees and to educate them about the customer services
techniques. The training is the only way that makes the employees able to deal with the
customers of the Majestic hotel and to take better decisions for the business as well as customers.
Customers: - Every customer of the hotel Majestic expects to receive quality services and food
services that value for the money. However, the majestic hotel needs to understand the
expectations of the employees to bring the change in the hotel industry.
Property owners: - Every wants to earn good amount of profits on the investments. The Majestic
hotel and spa found solutions for the environment and economic growth by communicating with
the owners of property.
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Shareholders: - The shareholders of the majestic hotel want to have the full knowledge about its
operations and the decisions taken by the hotel management to earn higher profits. As a result, all
the information about the business operations of the hotel helps the shareholders to know about
the current situation of the hotel and return on the investment (Conti, 2012).
Environment: - Attention is the need of the business environment. The business environment can
be improved by focusing on the different tasks that are internal and external to the activities. The
hotel also has some responsibilities towards the society as well as the environment.
1.3 Processes for Stakeholders' needs
There are 5 different steps involved to fulfill the needs of the stakeholders and these needs are
explained as below:
Analyze stakeholders: - The first step is to analyze the stakeholders and understand their interests
and characteristics. It is very important to understand the influence of the different factors on the
stakeholders’ needs. The Majestic hotel and spa will help their stakeholders only when the
company known the actual expectations and the needs of the stakeholders.
Understand the needs: - After analyzing their needs of the stakeholders, the next step involved is
the understanding of needs to avoid the conflicting situations among the stakeholders.
Stakeholder mapping: - Stakeholder mapping means to consider both the elements such as needs
as well as the influence. The hotel Majestic perform the stakeholder mapping step after analyzing
the needs and expectations of the stakeholders. This is the analysis related to stakeholder needs
and their influence. This step of the process is very useful to find out the best way to fulfill these
needs by mapping the influence and expectations of the stakeholders (Juliana & Juan, 2011).
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The above figure depicts the relation between the interests of the stakeholders and the level of
the influence.
Stakeholder management: - This is the main step of the process where the analysis and practices
met to manage the stakeholders. The needs of the stakeholders are met by doing the proper
planning to improve the quality of the services.
Evaluation and stakeholder engagement: - The evaluation and implementation of the plans is the
last step to make the planning successful.
1.4 Process 1- Inputs and Outputs
The process of the stakeholder analysis involves various activities to get the better results. The
IPO diagram given below is the process of analyzing the stakeholder’s needs. The IPO process is
the input process output where 10 inputs are given to get the best outputs.
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The IPO diagram is shown below:
Inputs Process Output
Brainstorming Stakeholders identification Registration of the
Stakeholders
Market research Business growth
Environmental factors Assessment information
generated
Organizational process
assets
Judgement of experts
Meetings
Procurement documents
In the above table, it is shown that the 5 inputs are given in order to identify the stakeholders.
The output of these inputs is the business growth and assessment of the information. This is the
IPO process useful for the companies in order take the best decisions for the business processes.
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1.5 Five performance measurement parameters
To measure the performance of the stakeholders, there are several parameters available
depending on the metrics. There are two different ways to analyze the performance of the
stakeholder’s that is quantitative and qualitative research analysis (AVAN Grid, 2015). The
different types of parameters used to measure the performances are shown below:
Empirical observations: - The empirical observations include the time taken by the stakeholders
in order to provide the quality services to its customers. The quality services will be related to the
hotel services, room services and food services.
Sampling: - This is also similar to the empirical observation, but the quality services are analyzed
through the small sample that represents the whole population.
Questionnaire: - It is a survey conducted for the stakeholders which consists of the list of
questions related to the quality of the services of the hotels.
Focus group: - This parameter involves the 4 to 5 people in a group that is smaller in the survey.
Interview: Personal interviews are the best method to analyze the needs and expectations of the
customers to improve the quality of the hotel services (Ivasciuc, 2015).
1.6 Continuous improvement program at Majestic Hotel
The Majestic hotel and spa situated in the Barcelona are using the continuous improvement
program to provide the best services to the customers. The most important cycle that used by the
Hotel is the PDCA cycle that involves the Plan, doing, control and action tasks. With the help of
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these programs the hotel industry is able to analyze the main problems and the reasons of the
quality of the hotel services like room, food and customer services.
PDCA cycle
All the sections included in the cycle are described below:
Plan: The first step of the PDCA cycle is the planning to bring a change in the quality services of
the majestic hotel. Before making any planning, the hotel industry needs to analyze the
opportunities for the Majestic Hotel and spa.
Do: Moving to the next step, then it involves the implementation of the plan at a small scale.
This is done to evaluate the possible consequences of the plans. (Qudos Management, 2010).
Check: The third step is the checking of the consequences and results obtained, through the data
collection methods such as questionnaires and surveys. This step helps to understand the fact that
the plan or change that is going to be implemented will be successful or not.
Act: The last stage of the continuous improvement is the implementation of the plans. The
implementation took place only when it is analyzed that the plan will bring a change in the
quality services of the Majestic hotel.
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Task 2 – Environment management system
This task explains the environment management policies by taking an example of the
construction industry. The WBC is the South African company that is doing the business of
construction of the luxurious houses and provides an efficient service to the clients in an ethical
manner.
2.1 EMS policy
The main objective of EMS policy is to analyze the impact of the services of the construction
industries on the environment. WBC Construction Company is building the environment
management policies in order to maintain the environmental relations. The company is the UK
based Company that focusing on the regulations of the environment while constructing
buildings, houses and offices. The WBC Construction company of the UK already has the
certification from the ISO 14001.
The main features of the Environmental management policy of the WBC are defined below in
the form of some points:
1. The goals and main objectives of the EMS policies are set ion the favor of the
environmental needs.
2. The documentation for the management of the standards of the policy in relation to the
objectives and goals is appropriate and authentic
3. A proper planning is done by keeping in mind all the available resources and plan the
structure for the performance of each task.
4. In case of emergency, the Company is ready with the Corrective actions.
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5. Training and proper guidance are given to the employees for performing the different
tasks.
6. In this policy, the monitoring t of the objectives as well as the goal achievements are
done with the help of the various parameters that are available in the company (Chan,
2006).
2.2 Stakeholders of the WBC
Some of the stakeholders are defined below with description.
Customers: - Every customer of the WBC construction company expects to receive quality
service that value for the money. However, the WBC Construction Company needs to
understand the expectations of the employees to bring the change in the Construction industry.
Property owners: - Every wants to earn good amount of profits on the investments. The WBC
Construction Company found solutions for the environment and economic growth by
communicating with the owners of property.
Shareholders: - The shareholders of the WBC Construction Company want to have the full
knowledge about its operations and the decisions taken by the Top management to earn higher
profits. As a result, all the information about the business operations of the hotel helps the
shareholders to know about the current situation of the hotel and return on the investments.
Environment: - The environment need is attention. The environment can be improved by
focusing more on the water, resources, chemicals to minimize the negative effects on the
surroundings. Moreover, it can also be achieved by emissions and careful purchasing (Christini,
et al., 2004).
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2.3 WBC activities/ Operations
 Energy storage systems are handled by the WBC construction company as a management
process.
 The WBC performed many activities to manage and control the pollution.
 Minimization of the waste is the also one of the operation of the WBC.
 Management of the relations between the organizational environmental needs and the
legal needs.
 Regular performance is reviewed by the WBC
 Training is given to the staff of the WBC for the business development and the
implementation.
 To implement the continuous improvement program
 To provide the services in an ethical manner
 To build the plans for the execution in order to improve the internal as well as the
external business environment
2.4 Energy storage system
Many companies make use of the energy storage system from the environment perspective. This
part of the report covers the positive as well as negative aspects of the energy storage systems in
the construction companies. Companies can store the energy and then convert them in order to
use them for future.
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Positive Aspects
1. The cost and expenditure of the WBC Company can be reduced by making use of the
energy storage systems.
2. The quality services of providing power systems to the customers increases with the use
of these storage systems and also increases the satisfaction of customers as protection
from these systems (Dupety, 2017).
3. Solar energy systems are also used in performing the various construction tasks such as
water pumping, lighting, heating of places etc. These systems also useful in the
household activities too.
4. The revenue of the WBC construction company increases because of the reduction in the
costs and expenditure because of these energy storage systems.
5. These systems are very useful to avoid the creation of pollution in the environment with
the use of the batteries.
6. These energy systems save the power to meet the outage of power in the different cities
or in the construction companies.
7. The best benefits of the energy system is to work in the situation of standalone
application and helps in the form of UPS (uninterruptible power supply). This UPS act as
the backup of the power for the better working of the construction companies.
8. The renewability of these resources is the plus point as the solar energy is abundant in
nature.
Negative aspect
Some of the negative aspects are defined below:
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1. The negative aspect of using this system is that it is very expensive in nature and it is
difficult to afford by the average man or the small scale construction companies.
2. As these systems slowed down the efforts for eradicating the greenhouse gas
emissions.
2.5 Environmental impacts
The impact of the environmental systems can be positive or negative in nature. The environment
is mainly affected by the use of the new technologies and energy storage systems. The generation
of the optimal levels is possible by making use of the energy system and also reducing the units
at the time of emergency. Protection of the environment from the pollution is the positive impact
that Construction Company is providing through its various services.
Moving towards the sustainable development is also possible by using the energy storage
systems. These are beneficial in generating the power plants as well transmission lines. Helpful
in saving the power and prevent the cities from the power cuts and act as backup in the case of
emergency (Lanham, 2004). The negative impact of these systems can be found depending on
the technologies that the Construction companies are using.
The batteries that are used by the Construction Companies are built with the alloys like lithium
and the lead which are very dangerous for the environment. These batteries also have the
negative impact on the people living in that environment. Recycling of the energy storage
systems is important to keep the environment green and safe. At the time of the storage of the
energy, it involves the wastage of the electricity which is negatively affecting the environmental
standards.
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2.6 Environmental objectives
The Construction Company, WBC has the objective to provide the best quality services with
minimum prices in comparison to the other organizations. Because of the demand and the need
of the construction, infrastructure facilities, there is a high level of competition and the rivalry
amongst the companies exists in the markets. Such type of rivalry has positive as well as
negative impacts on the construction companies. According to the Porter’s model, there are
many factors that explained by him in order to compete in the market as well as to achieve the
objective of the company. The different elements given by the Porter’s model is the threat of the
new entrants, market competition, substitution of the market and bargaining power of the buyers
and sellers (IRQS, 2013).
2.7 Realistic and relevant targets
The main target of the construction companies to compete in the market against new entrants as
there is less threat of the new entrants as it is very difficult to get the resources like funds, plant
and equipment and manpower, etc. The bargaining power of the employees exists in the market
that creates a risk of competition in the market. In WBC, there are many incomplete projects
because of the lack of the skilled manpower and the lack of the required resources. The company
needs to focus more on the hiring of the new employees with skills and abilities. There are less
chances of the substitutes in the market related to infrastructure like airports, roads, railways,
because it involves huge cost.
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Task 3- Occupational health and safety management
Occupational health and safety management policies can be better explained by taking
manufacturing Company IKEA. The health and safety of the employees is a very important
concept and it needs attention for the better business working environment.
3.1 OHS policy
The IKEA is the Manufacturing Company that deals in the manufacturing of the interiors and
home accessories. The IKEA Company also builds the OHMS policies as per the guidelines of
the AS/NZ4801. The IKEA Company is working according to the regulations of the policies
build under the AS/NZ4801.
The IKEA Company mainly focuses on the 5 main objectives and these objectives are described
below:
1) Sustainability: - While manufacturing the products, the sustainability is the main factor as
it is very significant part to keep the environment safe and clean by reducing the polluting
emissions. IKEA has the main goal to produce the renewable energies.
2) People: - The major objective of the company is to improve the occupational health and
safety of the employees in order to improve the performance of the employees. The
IKEA is the company that treats all type of employees either blue collars or white collars
equally.
3) Innovation: - The main focus of the IKEA is to bring the creativity in the designs of the
furniture. The innovation and creativity is useful to attract the new employees and also
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set the benchmark for the competitors as well as for the customers. The innovation is the
strength of the manufacturing company (IKEA, 2014).
4) Design: - The design of the Home accessories as well as the furniture is the main focus of
the IKETA. The company focus on the combination of the 3 elements and those are
quality, creativity and the technology. The company focuses on the maintenance of the
traditional values of the country to attract the maximum people to build the brand image.
5) Retention of customers: - For every company, employees and customers are the asset of
the organization. However, the retaining the customers of the company is the important
concept. IKEA is very particular in inviting the new customers and retaining the old
customers.
3.2. Risk in company
There are many risks identified by the IKEA for the operations of the business and these risks are
based on the reports and research conducted to identify them. These risks to business operations
of IKEA are as follows:
 The change in the technology is the risk for IKEA. However, the process used by the
IKEA in manufacturing furniture items is the risk as they are changing with time and
technology.
 The negative impact on the environment and marine culture because of the placement of
the machinery on the sea water.
 The lack of the budget is the problem as new research and development tasks incurs
huge amount of cost. The companies however, can face the financial risks.
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 The conflict and biasness problems faced by the employees of the IKEA also a big risk
for the company as they affect the performance of the employees. These risks have great
impact on the health and safety of the employees in the workplace
 It is difficult to get the permissions for the research activities or operations(IKEA
Services, 2012).
 The Legal risks also associated in the manufacturing companies if the company is not
performing according to the norms of the CSR policy.
 It may be possible that the company operations slow down because of the poor
implementation of the CSR and internal Bureaucracy occurred by the CSR.
 The corporate governance can be negatively affected by the two faced CSR practices.
 The study has shown that the stakeholders are the one who acts unethically and supports
the production of alcohol and Tobacco companies.
 The regulation set by the government also risks associated for the company.
3.3 Risk assessment chart
While doing the assessment of the risk, the occupational health and safety management policies
took place and implemented by the IKEA group to maintain the business operations and
employee satisfaction. Some of the guidelines as per the OHSMS Policies are mentioned below:
Power: - The power of the Employees in the IKEA company is the playing the key role as
employees are the one who can control all the operations of the business. The assessment of risk
can be done by the employees as they are the one who are responsible for carrying out the
business activities. Employees Satisfaction is always the main purpose of the policies of the
organizations.
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Information: - It is very important while assessing the risk that all the relevant information
should be available with the employees. The IKEA company has the responsibility towards the
sharing of the new information, new updates and changes in business operations for the sake of
avoiding the risks in the company.
Knowledge: - The management of the IKEA focuses to increase the level of the knowledge by
providing the training to them and by sharing the relevant knowledge at the time of the
development programs. Having knowledge about the policies and controlling measures enables
the employees to take the best decisions for the IKEA Company and its operations.(IKEA -
Marsden Park, 2016).
Rewards: - Rewards are the best way to avoid the risks and motivate the employees to perform
well in the company. The company needs to build the rewards and motivational policies as well
to avoid the risks in the organizations. The satisfaction of the employees is the best way to avoid
the risks.
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3.4: Elimination of risks
There are many strategies to deal with the different types of risks and these risks can be
eliminated by following the different strategies given below:
Risk mitigation: The IKEA Company focuses on the mitigation of the risks by adopting two
main strategies – risk avoidance or risk acceptance. The strategies are used to mitigate the risks
so that all the operations of the company can be performed in the risk free environment. The
strategies implemented in the IKEA for risk mitigation are explained below (Hillson, 2015).
 Risk acceptance: - The risk acceptance means to accept the risk if its effect on the
company performance is low. The company should firstly need to analyze the possible
consequences before accepting the risk. If the consequences of the risks will not affect
the business, then the IKEA should work properly by keeping in mind these risks.
 Risk avoidance: - The risks can be eliminated by the way of avoiding them and
comparing the cost of mitigation and their impact on the business performance. The
IKEA sometimes avoided the risk of conducting research activities, because all these
risks are negatively affecting the safety and health of the employees and as it involves the
huge cost. (IKEA Catalogue, 2017).
Conclusion
In the above report, it is concluded that, every organization needs to build the policies in order to
perform well and these policies are built according to the requirements of the company. It is
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observed that there are three types of policies such as quality management, environmental and
last one is the Occupational health and safety policies. All these policies are built by the
organization and worked as per the international norms- ISO 9001, ISO 14001 etc. The report
explained all about the quality standards, environmental responsibilities and the risk management
systems as well as the safety systems. The overall objective of any kind of business is to perform
well and manage all the operations of the business in such a way that it will help the
organizations to gain the profits. Every company, from the different sectors like hotel,
construction or the manufacturing, requires to build some strategies in order to compete in the
market by keeping in mind all the important factors like environmental, quality and health of the
employees. The above report makes it clear the role of the organizational policies in the business
operations. The main focus of the report is to bring the policies. The innovation and creativity is
useful to attract the new employees and also set the benchmark for the competitors as well as for
the customers. In all the three policies, the main focus is given on the training and development
of the workers as we all know that the employees are the assets of the company and the growth
of the company is highly dependent on the performance of the employees.
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References
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