Quality Management in Novotel Hotel

This presentation discusses the measurement of quality management in Novotel Hotel, including analyzing sales information, customer feedback, and benchmarking. It also explores the benefits of user and non-user surveys in determining customer needs. Additionally, it covers methods of consultation to encourage participation by under-represented groups and the value of complaint procedures for quality improvement. The role of self-assessment in determining the business's current state of health, the importance of communication and record-keeping, and guidelines for implementing quality schemes are also discussed. Finally, it proposes new systems for improving the service system in Novotel Hotel.

QUALITY MANAGEMENT

TABLE OF CONTENT
– 3.1 Analyzing the way to measure quality management3.1 Analyzing the way to measure quality management
– 3.2 Benefits of users as well as non-user survey in context of determining the3.2 Benefits of users as well as non-user survey in context of determining the
needs of customersneeds of customers
– 3.3 Methods of consultation employed in one quality scheme to encourage3.3 Methods of consultation employed in one quality scheme to encourage
participation by under-represented groupsparticipation by under-represented groups
– 3.4 Identifying the value of complaint procedure and anointing the way it can3.4 Identifying the value of complaint procedure and anointing the way it can
be utilized for quality improvementbe utilized for quality improvement
– 4.1 Role of self- assessment in context of determining the business current4.1 Role of self- assessment in context of determining the business current
state of healthstate of health
– 4.2 Importance of communication and recording keeping4.2 Importance of communication and recording keeping
– 4.3 Analyzing the way guidelines is required to be followed in context of4.3 Analyzing the way guidelines is required to be followed in context of
implementation of quality schemeimplementation of quality scheme
– 4.4 Proposing new system for improving service system4.4 Proposing new system for improving service system

3.1 Analyzing the way to measure quality management
he different ways which can be utilized by manager or leaders in Novotel hotel for measuring the quality are management
in an organization can analyze the sales information. In addition to this, management can analyze the feedback or
suggestion provided by the customer, as this tactic will help management whether service standards has been
successful in fulfilling the requirement of customers. Bench marking is the another technique which can be utilized
by manager in Novotel hotel for measuring the quality, as this strategy will assist them in analyzing the performance
gap. It will also support management in identifying the reason for poor quality of services. It will also help
management in addressing the business or operational are which requires improvement. By implementing the bench
marking technique, Novotel hotel compare their quality management system with other organizations in an industry .
In addition to this, manager in Novotel hotel can measure quality of services with the support of ISO 9000
standards. As these standards are especially developed for assisting firms in making sure that they are fulfilling the
needs of their clients as well as other stakeholders.

3.2 Benefits of users as well as non-user survey in context of determining the needs of customers
It is very crucial for organization operating business in service sector to develop the understanding about the requirement
as well as demand of customers in the market. Survey or market research is considered to be an of the best procedure
which can be executed by Novotel hotel for collecting the information about needs of customers. Users are recognized to
be as existing clients of company. It is very much important for Novotel hotel to offers innovate products or services to
customers, as this strategy will help them in delivering high level of satisfaction to existing customers.t will also assist
business entity in retaining the existing profitable client. The information related to the features or unique services which
existing customers want can be gathered through survey. It is the survey which assist firm in analyzing the trend in the
market and also help an enterprise in analyzing the changes in behavioral as well as taste and preference of existing
consumers. By executing the survey, Novotel hotel can accumulate feedback from existing consumer which can be
helpful in identifying the strength and weakness. In context of non -user, survey support business entity in identifying the
reason for not buying the products or services from hotel. Survey can help an enterprise in identifying the factors which
can influence non-users for purchasing services offered by hotel.

3.3 Methods of consultation employed in one quality scheme to encourage participation by under-represented groups
The different methods which can be used by management in Novotel hotel for positively influencing under represented
group to increase their participation. Few methods are :
Form survey : Management in Novotel hotel can design the form consisting of questions related to the quality schemes,
as this will help them in getting the quick response from underrepresented group. This strategy will manager in
identifying the pattern of responses from under-represented group.This strategy will manager in identifying the
pattern of responses from under-represented group. Manager by using the different techniques such as rewards or
incentive system can encourage under represented group to participate in survey. The survey form will assist
management in analyzing the issues faced by the under rep[resented group. It will support management in
identifying the expectations as well as requirements of under represented group

Telephone survey : It can be as one of the effective tool which can be utilized by manager in Novotel hotel for
analyzing the need, expectation and issues faced by under-represented group.
Group interview: By using the random sampling technique manager in Novotel hotel can select few people from the
under represented group for taking the interview.
Mail survey : Few people from the under- represented group might be selected by manager in Novotel hotel for getting
the response pre-paid envelops can be sent with a set of questions requiring short answers.
In addition to this, manager in Novotel hotel circulate questionnaire through E-mail in order to get the quick response
from the under-represented group related to the quality scheme.

3.4 Identifying the value of complaint procedure and anointing the way it can be utilized for quality improvement
Complaints are considered to be as negative response from the customers. It has been analyzed from the given case
study that Novotel hotel is now a days getting the high number of complaints from the customers related to the
poor quality of services. Management in an organization is required to take high initiative in order to manage the
quality, as this factor can have negative impact on the image as well as performance of an enterprise. It is required
by management in Novotel hotel to consider complaints as an opportunity in context off identification of problems
in their services or products. Complain procedure can be helpful in context of providing the high level of
satisfaction to customers. In addition, this, management in Novotel hotel can utilized the information gathered
during the complaints procedures for developing plans as well as analyzing the need for implementing the quality
management practices. By conducting the compliant process, manager in Novotel hotel can easily identify the
weakness.

4.1 Role of self- assessment in context of determining the business current state of health
Self- assessment plays crucial role in driving an organization towards success. It is very much important for manager in
n Novotel hotel to analyze the current state of business health. An organization is required to perform different
activities as this will help firm in accomplishing the desired business objectives. Self-assessment report will assist
management in addressing those functions or activities which are profitable for company. Assessment can be
conducted by management in Novotel hotel for determining extend of the achievement against the set target. Self-
assessment can be beneficial in context of identifying the strength, weaknesses. It will also help management in
determining the need as well as scope of improvement. Internal assessment can be done by manager in Novotel
hotel at regular interval of time. As this tactic will support an enterprise in keeping the improvement on track.

4.2 Importance of communication and recording keeping
Communication is considered to be as one of the important factors which help in smooth running of business. It is the
part of quality management. It ha been analyzed from the given case scenario that the major issue related to the poor
quality of services is faced by n Novotel hotel because of improper flow of information and ineffective
communication between different functional unit within an enterprise. It is very much important for management in
Novotel hotel to provide open communication channel, as it will help them in ensuring smooth flow of information
between different functional units. As an effective quality management is completely based on communication
(Nassar, 2018.). In addition to this, it is required by organization to facilitate continuous communication with
customers, as this will assist them in getting the information about the quality standards of services which customer
expect from the company.
Record keeping is considered to be as another important activity, as business functioning is completed based on it. In
context of Novotel hotel, Record of information gathered during the market research or survey can provide
management an ease in developing the promotional or other business plan. It can also be helpful in formulation of
quality control plan. In addition to this, through previous records, management in Novotel hotel, can compare past
results .

4.3 Analyzing the way guidelines is required to be followed in context of implementation of quality scheme
Face to face interview or survey method can be conducted by the management in Novotel hotel in order to analyze the
view or opinion of employees related to the quality scheme. In context of Novotel hotel management is required to
bring improvement in workforce planning which is very much crucial in context of an effective implementation of
quality scheme. It is important for manager in to develop proper plan for managing time as well as material.
Management need to provide proper training to employees, as this will help them in successfully implementing the
quality scheme (Diffley, McCole and Carvajal-Trujillo, 2018.).

4.4 Proposing new system for improving service system
In context of hospitality sector, quality management is very much important in order top provide good experience and
high level of satisfaction to customers. Quality management is also very much crucial in order to maintain or
increase sales and profitability. It has been analyzed from the given case study that Novotel hotel is facing the quality
issue which has lead to the decline in sales and profitability of an enterprise. After analyzing the case study, it has
been found that the main cause of quality issues is high level of dissatisfaction and low morale of employees. In
addition to this, workers in an enterprise is complaining about the poor intercommunication between different
functional units .Considering the case scenario, management in Novotel hotel is required to bring improvement in its
communication system. An organization can implement new technology especially for the purpose of internal
communication. In addition to this, manager or leader in an organization is required to organize meeting at the
regular interval of time, as this procedure will assist management in identifying the issues faced by the employees.
As addressing the issue is face by the workers is very much important as those problems could have adverse effect
on the quality of work perform by them. In addition to this, new reward system can be developed for appreciating the
quality work, as this will help management in influencing other people to improve quality of work. Development of
reward system will help management in increasing employees' morale and will help them in providing high level of
satisfaction to workers which is very much crucial for delivery quality services to customers. In context of Novotel
hotel, management in an enterprise is required to provide training to employees, as this will help firm in delivering
the professional services to guests.

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