Quality Management: Assignment

Quality
Management Assignment

Table of Contents
TASK 1............................................................................................................................................4
1.1 Definition of quality in terms of service and business provision..........................................4
1.2 Role of quality control and quality assurance in quality management process....................5
1.3 Different approaches to improve quality management.........................................................5
1.4 Similarities and differences between different methods.......................................................6
TASK 2............................................................................................................................................6
2.1 Discussion of customer satisfaction......................................................................................6
2.2 Meaning of continuous improvement...................................................................................7
2.3 Utilization of procedure of continuous improvement ..........................................................8
2.4 Types of information made available to customers and significance of effective marketing
.....................................................................................................................................................8
TASK 3............................................................................................................................................9
3.1 Analyzing the way to measure quality management.............................................................9
3.2 Benefits of users as well as non-user survey in context of determining the needs of
customers.....................................................................................................................................9
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups..........................................................................................................10
3.4 Identifying the value of complaint procedure and anointing the way it can be utilized for
quality improvement.................................................................................................................11
TASK 4..........................................................................................................................................11
4.1 Role of self- assessment in context of determining the business current state of health . 11
4.2 Importance of communication and recording keeping .......................................................12
4.3 Analyzing the way guidelines is required to be followed in context of implementation of
quality scheme...........................................................................................................................12
4.4 Proposing new system for improving service system........................................................12
CONCLUSION .............................................................................................................................13
REFERENCES .............................................................................................................................14

INTRODUCTION
Quality management can be defined as the act of overseeing or monitoring of different
business activities. The main purpose of quality management is to maintain the desired level of
excellence. Quality management also involves determination of policies related to the quality. It
also includes planning, assurance, control and quality improvement. An effective quality
management in important in order to provide high level of satisfaction to customers. The quality
management procedure is mainly concerned with fulfilling the requirements of customers. It is
the procedure which can help an enterprise in increasing sales and profitability. An effective
quality management policies can assist firm in gaining the competitive advantage in the market.
The main benefits of quality management is that it helps administrative department in ensuring
the consistency in the procedure of delivering the goods or services. In addition to this, quality
management support management in ensuring the effective as well as efficient utilization of
business resources.
The report will have focus on identifying the role of quality control as well as assurance
in inspection procedure within Novotel hotel. Study will highlight the different approaches
which can be utilized by an enterprise for managing quality of procedure, products and services.
TASK 1
1.1 Definition of quality in terms of service and business provision
The service and business company earn huge profit be providing services and products to
the customers. The reason of their success and their profit is quality. Novotel hotel is famous and
can attract most of the guests because it provides the best quality services to its customers. The
meaning of quality in terms of business and service is it is verifiable standard in order to achieve
uniformity of results and output that help in satisfying customers. On the other words quality is a
degree that have a set of characteristics and to which services and products meet the customer's
expectations (Hill, and Fredendall, 2016).
It is very important for Novotel hotel to provide the best quality services and products to
its customer in order to maximize their sales and being in a competition. It is a fitness for use and
those products which have all the features and characteristics that can satisfy implied needs of
customers is called quality. There is an importance of quality management because it is the main
reason of company's growth and success. Customers focus and seeks the best quality products
because it retains their loyalty and satisfy them.

1.2 Role of quality control and quality assurance in quality management process
Quality control is a process in which services and products are being monitored by the
quality control manager of Novotel hotel in order to determine that they meet to quality
standards or not. If they do not meet the quality standard then it changes their planning and
remove the poor performance of production methods. The main role an purpose of quality
control in the process of quality management is it improve the performance of workers and help
in continuous improvement.
Quality assurance manager of Novotel hotel play a vital role in the hotel as they ensure
that the services meet thresholds of acceptability. For quality assurance they plan and direct
quality assurance programs in order tom improve hotel's efficiency and profitability by reducing
and eliminating wastes. It also prevents mistakes in services and manufactured products and also
avoid problems while providing services to customers and guests.
Quality control manager checks and reviews products and services before offering to
customers. The main aim and role of quality control id to approve and reject all the procedures
that are not managing quality and meet the organizational goals. It helps the hotel in increasing
level of consumerism (Westby and et.al., 2016).
1.3 Different approaches to improve quality management
Quality or products and services play a vital role in the company and the hotel as it
satisfies all the expectations of customers. There are various approaches of quality management
that are total quality management, just in time, new technologies development, total preventive
maintenance etc.
Six sigma: Six sigma is one of the best model and approach of quality management.
Sigma denotes and refer standard of time. It is the best and effective strategy of quality
management. Novotel hotel use this approach in order to improve the quality of services because
it helps in removing the causes of defects. It also finds the ways of improving efficiency in the
business structure.
Total quality management: It is also the best and important approach that the hotel uses
in order to improve the quality of their products and services. This approach improve the quality
and performance which can meet with customers expectations. The importance and
characteristics of this approach is it sis customer focused and process centered. The main aspect