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Quality Management Assignment: Service Industry

   

Added on  2020-06-06

11 Pages3551 Words51 Views
Improvement of Quality in serviceindustry through theunderstanding of Mcdonaldizationand physical

Table of ContentsEXECUTIVE SUMMARY.............................................................................................................1INTRODUCTION...........................................................................................................................2Background of the restaurant.......................................................................................................2Organizational structure...............................................................................................................2Organizational culture and climate..............................................................................................2Importance of service quality......................................................................................................3Aim..............................................................................................................................................3LITERATURE REVIEW................................................................................................................4Servuction Model.........................................................................................................................4Servcvicape- Bitner’s comprehensive stimulus response model.................................................4Four potential quality gaps..........................................................................................................5Physical setting............................................................................................................................6Mcdonaldization..........................................................................................................................7RECOMMENDATIONS AND CONCLUSION............................................................................8REFERENCES................................................................................................................................9

EXECUTIVE SUMMARY In a business organization, management and employees have to adopt the changes that aretaken place at the work environment. Sometimes, it become difficult for industries to implementthe changes in an efficient manner so they have to form some strategies that will help all theworkers in order to maintain their performance. Quality management system is the most commonchange which is going to implemented by service industries. In this, a structured approach isfollowed by the managers so that overall developments and improvements can be ensuredeffectively. By using this kind of strategy, an industry will be able to achieve their goals andfulfil all the requirements of their customers. This type of quality service plays an important rolein retaining their consumers and through this loyalty among people can be enhanced. The presentreport is based on Tsui Wah Restaurant which is a tea restaurant in Hong Kong. They provide24hours services to their end users and along with this they are focusing on their service qualitymanagement so that their overall brand image can be improved. In this, servuction andservcvicape-Bitner’s stimulus model has been used by manager so that consumer’s experiencescan be evaluated and high revenues can be generated. Along with this, efficiency model is alsoused by food chain in order to identify the ratio between inputs and outputs. 1

INTRODUCTION Background of the restaurant Tsui Wah Restaurant is a food chain industry which perform their operations in Hong-Kong as they have approx. 26 branches in respective place and they provide their services 24hours which is varying from branch to branch (Mitra, 2016). This is a tea restaurant which isowned by Tsui Wah Holdings Limited. It attracts many tourists and celebrities so their brandimage is good at domestic market. In 2012, it became listed on Hong Kong Exchanges andClearing Limited. The food which is offered by industry fulfil the needs and demands of peopleas they charge less price as compare to other competitors. They are focused on their targetaudience such as middle class people, travellers in Hong Kong and so on. Through this, they canmake their unique image at marketplace as compare to their rivals. Organizational structureThe food industry followed an appropriate organizational structure so that roles andresponsibilities of different people can be accomplished. By following this, tasks can beallocated and resources can be utilised in more effective manner so that their specified goals canbe achieved. Here, functional structure has been followed by Tsui Wah Restaurant in which theyform a group of employees according to their specialised area (Talib, Rahman and Qureshi,2013). There are some functions which are included like sales, marketing, production, humanresources and finance. The communication plays an important role in this type of structure as ifcommunication is get established among different departments then specified objectives can beaccomplished. Human resource area manage all the employees of firm, marketing area performsome promotional and advertising strategies so that their brand awareness can be improved.Along with this, production department manufacture the goods and services so that they will beable to fulfil the needs and demands of the consumers. So, by following functional structure thetea restaurant can perform well at their workplace. Organizational culture and climateOrganization culture is related to the values, beliefs, attitude and assumptions of peoplewho are working in the environment. These all values can affect the workers in an enterprise. Forthis, each and every firm adopt a unique culture which set some boundaries for the staff membersso that they can meet the organizational needs (Chen, 2012). Here, Tsui Wah restaurant emphasis2

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