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Quality Management Assessment Of Marriott Hotels & Resort

   

Added on  2020-02-05

13 Pages3749 Words135 Views
Quality Management

TABLE OF CONTENTSINTRODUCTION ...............................................................................................................................1TASK 1 ................................................................................................................................................1Evaluating customers needs and expectation for establishing business objectives.....................1TASK 2 ................................................................................................................................................3Evaluating tools and techniques used to diagnose and improve the effectiveness of systemsand processes...............................................................................................................................3TASK 3 ................................................................................................................................................4Implementation of quality initiatives...........................................................................................4TASK 4 ................................................................................................................................................6Evaluating implications for a company that fails to meet customer expectations.......................6CONCLUSION....................................................................................................................................8REFERENCES.....................................................................................................................................9

TABLE OF FIGURESFigure 1: Quality initiative techniques............................................................................................5

INTRODUCTIONQuality management is considered as a combination of diverse managerial activities thatare related to identification of various policies and their application regarding excellence. It isbeneficial for continuous development in developing quality of products and services so thatgoals can be accomplished in appropriate manner. Total Quality Management (TQM) is one ofthe significant methods that can be adopted by business organisations for advancement of theircontrolling and monitoring system (Rumane, 2010). Marriott Hotels and Resort is a globalhospitality company of US. It was listed as the fourth best organization in the UK because of itsquality provisions and facilities (Marriott International Hotels, 2016). According to authors,quality management can be claimed as the superiority of product and service that service userattains. In the present report, the quality management of Marriott has been discussed. It is one ofthe critical tasks for business organisations to provide better products and services at low cost.By undertaking the perception of customers into consideration, the research on qualityassessment of Marriott has been made.TASK 1 Evaluating customers needs and expectation for establishing business objectivesConsumer’s needs and expectations are considered as one of the critical aspects of everybusiness because; it is directly related with success of organisation. Customer needs can bereferred to as the purchase of goods and services in order to resolve issues. It is also termed astheir expectations and requirements. According to Oliver (2014), the management of Marriottmust focus on customers’ needs during the designing and establishment of business objectives.In other aspect, customer’s needs and expectations must be considered as significant factors forbetter establishment of quality standards and objectives (Oliver, 2014). In support of this, it hasalso been contended that the accomplishment of their demand decides the success of the firm. Itmeans that the management of hospitality firm must focus on customer’s requirements whileestablishing business objectives. As per the view of O’Fallon and Rutherford (2014), it can be asserted that withoutconsideration of key requirements, the organisation cannot design activities in appropriatemanner to meet customer satisfaction level. For example, the management of Marriott has1

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