Quality Management 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.