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Quality and Operations Management System: Report

   

Added on  2020-03-23

26 Pages5570 Words113 Views

Running head: ReportContentsIntroduction.................................................................................................................................................3Task 1 – Quality management system (QMS).............................................................................................41.-1 Quality policy of Majestic Hotel......................................................................................................41.2 Five stakeholders of the Majestic hotels............................................................................................51.3 Processes for Stakeholders' needs......................................................................................................61.4 Process 1- Inputs and Outputs............................................................................................................81.5 Five performance measurement parameters.......................................................................................91.6 Continuous improvement program at Majestic Hotel......................................................................10Task 2 – Environment management system...............................................................................................122.1 EMS policy......................................................................................................................................122.2 Stakeholders of the WBC................................................................................................................132.3 WBC activities/ Operations...........................................................................................................132.4 Energy storage system.....................................................................................................................142.5 Environmental impacts....................................................................................................................162.6 Environmental objectives................................................................................................................172.7 Realistic and relevant targets...........................................................................................................17Task 3- Occupational health and safety management................................................................................183.1 OHS policy......................................................................................................................................183.2. Risk in company.............................................................................................................................193.3 Risk assessment chart......................................................................................................................203.4: Elimination of risks........................................................................................................................22Conclusion.................................................................................................................................................23References.................................................................................................................................................242

Running head: ReportIntroductionThere 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 3

Running head: Reportemployees. 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 theworkers 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.4

Running head: ReportTask 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 hotelfollows 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 fromthe 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 processof the decision making as well as internal communication of the hotel. There is an audit of the 5

Running head: Reportquality management system of the hotel to supervise the operational processes of the Majestic hotel [ CITATION Maj17 \l 1033 ]. 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 essentialto 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 thecoordination 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 withthe owners of property. 6

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