Quality Management in Hotel Industry

This assignment analyzes quality management practices in the hotel industry, specifically focusing on how hotels like Merritt can utilize customer feedback and complaint processes to improve product quality and service delivery. It explores various tools and techniques for collecting customer insights, including surveys, interviews, and group discussions. The assignment also emphasizes the importance of addressing employee concerns to enhance overall operational efficiency and customer satisfaction.

QUALITY
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Meaning of Quality in relation to services and business provision......................................1
1.2 Procedure of assurance and inspection.................................................................................2
1.3 Different methods of quality Management...........................................................................2
1.4 Differentiation and similarities between various methods....................................................3
TASK 2 ...........................................................................................................................................3
2.1 Signification of customers satisfaction ................................................................................3
2.2 Thought process about continuous improvement.................................................................4
2.3 Various forms of added value which had to be achieved.....................................................4
2.4 Forms of message and its value given to effectual marketing.............................................5
TASK 3............................................................................................................................................5
3.1 Measuring quality management...........................................................................................5
3.2 Advantages of user and non user survey...............................................................................5
3.3 Process of grouping employees in one scheme...................................................................5
3.4 Actual measure of complaints process and study there use in rising quality........................6
TASK 4 ...........................................................................................................................................6
Covered in PPT...........................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The organisations are mostly focusing on providing quality products to their customers,
suitability at market places and achieving competitive advantages in the economic world. If any
firms wants to satisfy the needs of their potential customers than they had to provide them with
best quality products. Most of the population are focusing on quality products instead of their
prices. Marriott are the largest group of hotels among the globe. They are using innovative ideas
to provide quality food products to their potential customers. They are recruiting those persons
who are well qualified and can focus on qualitative aspects (Boyd, 2013). This factors is helpful
in achieving competitive advantage in order to increase their growth. This report contains the
study about various approaches to quality management which are suitable for commercial
operations, advantages of quality management, Different range of quality controls and measures
to improve quality, applying principles of quality management to improve performances of
firms.
TASK 1
1.1 Meaning of Quality in relation to services and business provision
The true message of quality is linked with providing quality products to their customers
in order to satisfy their differential needs and wants. Organisations are mainly focusing on
proving good quality services with the use of innovative technologies and new features in order
to satisfy them. Quality can be achieved if objectives and function of products are well
collaborated. Quality is vital aspect for every element which are linked with subjective,
perceptual and conditional attributes.
Various aspects which are related with quality are described as:
According to American social group: The quality is linked with subjective statements for
each individuals or whole organisation. The quality aspects are further divided into two modes
which are classified as (Kadampully, 2013).
Each products are made with unique features and consist of quality which helps in
satisfying differential needs of customers. Quality factors are very vital for every business as it
helsp in satisfying needs and wants of customers thus the sales and profitability ratios of firms
will be graetly enhances and they will achieve success in their business operations.
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Every goods and services consist of large deficiencies among them.
Reported by Peter Drucker: The quality is vital element which had to be considered when
the products are being manufactured. Quality not only consist of the elements that are put by the
suppliers in goods and services. It is related with what customers are paying when they are
buying the particular product. Quality are vital factors in products which are beneficial in order
to satisfy needs of customers by giving them products according to the quality which is
demanded by them.
In context to ISO 9000: Quality is related with integral features of products and services
that can be used to satisfy the need and demands of their customer. Requirement by individuals
can be described as fulfilment of their initial needs (Malik, 2012). These quality standards are
beneficial for every business as it helps in using quality raw materials for manufacturing
products and thus customers will be satisfied with their goods and it helps in retaining loyalty
factors among customers.
1.2 Procedure of assurance and inspection
The main focus of firms are linked with attracting large number of customers who can
purchase their products and services in order to increase there profit ratios. Different tools and
te4chniques are used by Marriott in order to provide quality goods to their buyers. Various
measures are adopted by cited firms in order to check their quality levels of products which are
described as:
Quality Planning: This is tool which is linked with measuring the quality standards of
products than can easily meet with the standards of quality. It contains description, plans,
policies and standards of products. It provide assistance in identifying the present quality levels
by analysing the gaps among the initial conditions and the quality used in manufacturing goods.
Quality control instruments which are used by selected firms include flow charts, designing
experiments and benchmarking.
Quality Assurance: This method is linked with evaluation of performances which are
related with production process. It provides assurances to provide quality products with will meet
their desired standards. The process of quality assurance are vital for effective running of any
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business. Quality planning, production performance and examination methods can be measured
by quality audits (Goetsch, 2013).
Quality control: These measures are adopted to exclude the miserable performances that
are enclosed in quality standards. Products and services are managed to identify non essential
aspects from quality. The improvements can be achieved if changes are made in the working
plans.
1.3 Different methods of quality Management
The main focus of customers while purchasing the products are on qualitative aspects. In
the present time individuals are mainly focusing on quality products in order to ensure health and
safety rather than concerned about the prices of goods. These methods are assistive in making
future plans in order to remove wastage and conflicts (Gimenez-Espin, 2012).
According to view point of Deming: The participation of employees in decision making is vital
for every business organisation. The decisions which are taken by Merritt is based on mutual
decisions of all the workers and managers in order to ensure good working environment.
The major quality principles comprises of planning, coordination, controlling and
improvements in quality standards.
From the view point of Juran the top management should involve in managing training
and development programmes for their employees in order to enhance their skills and
knowledge. They believe that quality can be achieved if management adopt continuous process
in order to satisfy differential needs of customers. The managers are responsible for generating
quality standards for products. They can adopt measures in order to improver the quality of
products (Sinha, 2012).
Just in Time: This is the most vital methods of maintaining quality as it helps in
minimising all the waste products so firms can be benefited by this as they will less cost incurred
on producing goods and firms will also achieve growth and success in their business operations.
Kaizen: This is also an important factor of managing quality as it helps in making
continuous development in products. There can be innovation in products so firms can easily
enhance their sales and profitability ratios.
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Six sigma: These are defined as set of tools and techniques which are used by firms in
order to make improvements in quality of products. It is working in order to remove the defects
from the products so that quality of products can be maintained. Each six sigma projects are
executed with the helps of defined plans and policies by which quality can be improved.
1.4 Differentiation and similarities between various methods
Merritt hotels are using different tools and techniques in order to attracting large group
off customers who can purchase their products and services. Each and every had has some
similarities. The quality are based on various standards which are used for products. If the firms
wants to reduce their bad performances than they had to adopt effective measures which are
helpful in achieving quality standards.
The similarity among these methods are related with taking Effective decisions for firms
in order to achieve quality standards and assurance to provide quality products and services. In
the present time there are continuous changes in the performance of the customers so firms
should also modify there quality control system and process. There should be continuous
development in business operations so firms will gain success in their operation's and they will
satisfy needs of customers.
The differences among these methods. The tools which are used for quality planning are
based on the levels of quality which were used previously in their planning process. The schema
for quality consist of levels which are linked with assuring quality. The main aim of quality
schema is linked with improving and maintaining the whole performances of quality.
TASK 2
2.1 Signification of customers satisfaction
Customer satisfaction is defined as the process in which customers are satisfied with the
products which are provided to them by the firm (Blumenfeld, 2012). It is also referred to as the
degree of satisfaction which are linked with satisfying the differential needs and wants of
customers. This is an important aspect which is related with different aspects like quality
products, good working environment, economical prices of products etc. The selected firm is
conducting surveys in order to measure satisfaction levels of there customers. The firm which
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deals in products and services, there customers are having a thought that what they will actually
getting when they are paying money for it. The main aim of customer satisfaction are linked with
providing quality services to there customers in order to satisfy there differential needs and
wants. If buyers are happy with the goods and services than they will appreciate the products
which are offered by cited firms (Kumar and Kumar, 2012). If the customers are satisfied with
the offered product and services of firms then it results in gaining competitive advantages for
firms and it reults in building strong images at market places.
2.2 Thought process about continuous improvement
The continuous process includes various elements like goods, process involved in
production and systems. If the cited firms want to adopt innovative technologies than they had
use continuous transformation process in order to ensure effective production of goods.
The process which is linked with continuous development starts with management and
leadership skills at work place. Hotel Marriott is focusing on making changes in there existing
products so that they can fulfil the demands of there customers by giving them high quality
products. In this process firms had to make planning in relation to the data which is available
with them. After the data has been analysed the next step is linked with monitoring the work
flows in proper direction or not. After this has been achieved the next steps is related with
managers role in analysing the assessment, observance and maintenance of different tools and
technologies. After this has been achieved than changes should be made according to the plans.
2.3 Various forms of added value which had to be achieved
The different types of value added that had to be achieved by business organisation
includes:
Quality added value: It states that products should be able to fulfil the different needs
and wants of there customer's by using its unique features and quality standards.
Example: The food should be served with vitamins and added minerals.
Environmental added values: It is related with protections and security of the
environmental aspects. Those methods should be adopted which are helpful in removing
conflicts from work place (Tucker, 2012)
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Cause related value added method: This is the ordinary strategies which are linked
with social marketing. The main focus of firms is on generating profits and higher revenues.
There can be social activity which can be conducted by firms like they can provide free
education to children's by donating there shares from revenues.
2.4 Forms of message and its value given to effectual marketing
It is vital for business to adopt effective strategies in order to provide relevant data to their
employees.
 It is the responsibility customers to get full information about the products before consuming them.
The clients are showing there interest in vision, mission and support of firms when they will start
consuming their goods.
 It is the main aims of the organisation to provide detail message about products and services to
their users. The innovative features should be made aware to customers so that they easily attracted
towards it.
 The marketing strategies plays an effective role in achieving desired goals and objectives by firms.
 If the customers are giving their attention towards the products than they can easily collect the
important information which are needed by them .(Wang, 2011).
 The messages are very important factors for business as they can easily communicate the
message that they want to convey to customers and employees thus it results in
achieving targets for business in desired time that have been allotted to them.
TASK 3
3.1 Measuring quality management
There are different methods to analyse quality management. The measurement process are helpful
in determining which goods are not having suitable quality measurements. This can be achieved by
management if they use new techniques for enhancing quality.
The quality can be measured with the help of following factors which are described as:
 Appropriate arrangements should be made to manufacture new goods which are related with
demands of customers.
 The company can easily make judgement on quality if customers provide true feedback that
provides contains quality and helps in satisfying there differential needs.
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 Benchmarking is related with adopting the policies of competitors.
 To gain this management are using this policy to compare there overall performances with the
competitors policies.
 The quality should be measured in order to know their effectiveness at market places so firms can
easily develop strong images at market place.
 Research and development activities can be organised in order to analyse trends at market places
and accordingly manufacture goods.
3.2 Advantages of user and non user survey
The main focus of every company is linked with understanding the various needs and demands of
there customers. The advantages of user and non user surveys are evaluated below as:
 Various strategies are used by selected firms in order to analyse the preference but the best methods
which can be used by them is marketing survey.
 Potential users are chosen who can produce effective results by filling forms.
 The survey which is linked with user surveys are helpful in determining present needs of clients.
 The strengths and weakness can be analysed with the help of this survey by asking them relevant
questions. The non users surveys are also vital for business organisation.
 This is not used by the companies in conducting marketing research.
 This helps in analysing the situation why customers are not using the products which are offered by
company (Stark, 2015).
3.3 Process of grouping employees in one scheme
Different methods are adopted by firms so that there can be equal participation of under represented
groups which are described as:
Form Survey: Various forms are designed which are to be filled by under-represented groups in
order to know about their feedback. They should be motivated to fill these forms. These forms are useful in
analysing the expectation of under-represented groups so that their problems can be easily resolved.
Telephone surveys: These study are helpful in analysing the problems, expectation and
the needs of these groups who are operating at hotel Merritt. This the main reason as they are
called the effective tools (Tarí, 2011).
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Interviews: The candidates can be chosen randomly for the interview process who
belongs to the under represented groups.
Group interviews: The activities are helpful in making decision about the situations with
the group members in order to analyse the correct situations.
3.4 Actual measure of complaints process and study there use in rising quality
The needs of customers can be satisfied if the use compliant process. This helps in
analysing the number of imperfection in the products.
1. This helps in identification of weak points which are linked with goods and services.
2. Selected firms can arrange the low grades for the products which have been given low
points by customers.
3. Effective planning requires accurate data for managing quality. If the firms wants to
improve the quality standards of products than they had to be focus on improving the
weak points of products.
4. Complaints can also be made by the employees who are involved in work process and
management had to take steps in order to solve their problems in effective ways (Yang,
2011).
TASK 4
Covered in PPT
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CONCLUSION
From the above report it can be concluded that every firms should focus on providing
quality products to there customers. Competitive advantages can be achieved by Merritt hotels if
they provide quality product to there clients. Various tools and techniques are adopted in order to
give effective services to potential users. It is the responsibilities of higher authorities in order to
understand the needs and demands of customers. As the economy is changing there is
modification in taste and preferences of customers and according the products should be
designed.
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