Impact of Effective Communication on Organizational Performance

The provided content discusses various topics related to quality management, job satisfaction, and customer satisfaction. The studies mentioned cover different aspects such as information quality management, TQM organizations, hotel renovation, leadership, training and development, employability skills development, and communicable and non-communicable diseases. Overall, the content highlights the importance of effective communication, interaction, and teamwork in achieving success.

Quality Management In Business
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TABLE OF CONTENTS
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
1.1 Definition of quality in terms of business and services provisions..........................................3
1.2 Processes of inspection and quality assurance, and their role in quality management .............4
1.3 Approaches which can be used to improve quality management and their application............5
1.4 Similarities and differences between the methods....................................................................6
TASK 2.................................................................................................................................................7
2.1 Customer satisfaction ................................................................................................................7
2.2 Meaning of continuous improvement .......................................................................................7
2.3 Type of values added through continuous improvement ..........................................................8
2.4 Types of information available to customers and importance given to effective marketing ....8
TASK 3 AND 4.....................................................................................................................................8
CONCLUSION....................................................................................................................................8
REFERENCES.....................................................................................................................................9
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INTRODUCTION
In the current market condition, success of every organisation depends on the quality of
services so it is necessary for hospitality industry to amend the quality of services. It also provides
various benefits to business organisation and facilitates in meeting the customer's needs. Managing
quality is all about the actions which handle the differences between the standards and actual position
of product and services (Dubey, 2015). In this support, in order to have better sustainability, it is also
necessary for business organisation to focus on the advancement in maintaining the quality of services.
In this report, learning will focus on the work culture of Rose and Crown which deals in
hospitality services in order to gain better understanding about the quality management. It will focus
on various processes of inspection and assurance in order to amend the quality of services. It will also
have spot light on the diversified ways which can be used to measure the effectiveness of the quality
management. It will also provide information about the role of user and non-user survey in determining
the customer's needs. Furthermore, it will also focus on discussing the significant of communication
and record keeping process in quality management.
TASK 1
1.1 Definition of quality in terms of business and services provisions
In order to have effective quality management, it is necessary for the management of Rose and
Crown to understand the quality aspects in terms of business and services provision. It will provide
better business opportunities and amend the quality of services (Ugboro, 2000). It has been identified
that quality is considered as one of the most significant factors which enhances the level of
operational actions and helpful for gaining success in business. It can also influence the operational
actions if quality of services is not managed properly.
Moreover, while considering business and service provisions, it can be said that quality is one
of the techniques which provides better satisfaction level to clients and also helps in meeting
organisational needs. It can be measured by proper evaluation of services and customer satisfaction
level (Hensley, 2011). Therefore, it is necessary for the management of Rose and Crown to focus on
the assessment of customer needs and organisational services effectively. In support to this, it can be
stated that decrement in the level of quality can lead business to great failure. Due to this, assessment
of customer satisfaction level is the most essential for business entity (Ho, 2006). Furthermore, it is
also necessary for the management of Rose and Crown to ensure that they are offering premium quality
of goods to its customers.
According to the statement of American Society for Quality, it can be said that quality is
refereed as a subjective term in which every individual needs to give effort in a diverse manner with
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focusing on two factors which are as follows:
 Attribute and features of the product or service which indicate the key aspects of goods in
order to meet the satisfaction needs of customers in an appropriate manner (Davis, 2006).
Product or a service provided by company does not have any deficiencies or faults.
Furthermore, as per the view of Gunasekaran (2015) quality is all about the key aspects that
manufacturer or supplier uses to make a product or service. It helps business firm to meet the desired
needs of customers and leads business to gain impressive success. In other aspect, it can be said that
quality is not about what client is receiving from the product but it is about what organization is putting
in the product (Gunasekaran, 2015).
1.2 Processes of inspection and quality assurance, and their role in quality management
It has been identified that market conditions have changed a lot. Due to this, it is necessary for
the management of Rose and Crown to focus on the processes of inspection and quality assurance. In
support to this, it can be stated that managing quality is one of the most significant factors for attaining
success in an effectual manner (Narasimhan, 2005). It is also significant for hospitality organisation to
focus on the various aspects of market and identifying the quality standards. Moreover, it has also been
witnessed that process of quality control can be classified in three sections:
 Incoming quality control (IQC)
 In-process Quality Control (IPQC)
 Outgoing Quality Assurance (QQA).
As per the structured study, it can be said that it is necessary for the management of Rose and
Crown to understand the market conditions and critical aspects of quality. In this respect, management
of Rose and Crown can focus on the effective conduction of inspection and evaluation process in order
to understand the quality of products (Wang, 2012). Organisation can focus on the quality of raw
materials and other supportive actions which can influence the overall quality of products. It is
necessary for authorities to set out a number of quality standards in order to measure the quality of
services in a proper way. Company needs to focus on diverse sources at the time of purchasing raw
materials.
Other than this, it is also necessary for management to set some quality standards in the respect
of production process so that quality of goods can be maintained and evaluated as per the designed
standards. Moreover, it is also essential for the management of Rose and Crown to ensure the
effectiveness of technological tools which are used in operational process in order to meet the quality
standards (Accuracy of Quality Assurance. 2012). Furthermore, quality control and quality assurance
play a vital role in the effective process of quality management which improves the overall
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performance of organization.. It is beneficial to accomplish goals and objectives of business entity in a
better way along with enhancing the satisfaction level of customers who visit hotel.
In order to have effective implementation of standards, management of Rose and Crown need
to focus on few steps which can be classified as follows:
Creating vision, mission: In this, it is necessary for management of Rose and Crown to create
the key vision and mission of development plan as per the consideration of diverse quality
management standards. In this it is necessary for management to ensure that employees are agreed with
all standards.
Identification of factors:It is also essential for management of Rose and Crown to make sure
about factors which can impact the implementation of quality standards within organisation. In this,
management will focus on analysis and evaluation of previous issues in order to have effective
identification of factors.
Development of strategies: In this number of strategies needs to be developed by the
management of Rose and Crown as per consideration of diverse quality standards and quality control
method. Most suitable process needs to be selected for effective operations and implementation of
standards.
Implement: It is a phase where management will have application of standards at day to day
operations in order to improve the quality standards. In this respect, management needs to consider
diverse activities.
Feedback and redevelopment: It is kind of evaluation step in which feedback will be taken by
employees in order to identify the effectiveness of implementation. Moreover, change will also taken
into account as per evaluation of feedback in order to have continuous development.
1.3 Approaches which can be used to improve quality management and their application
Quality management plays a key role in the success of every organisation so it is necessary for
the management of Rose and Crown to maintain quality as per the set standards. It has been identified
that there are number of approaches which can be adopted by the management of Rose and Crown in
order to amend the effectiveness of quality management (Al-Hakim, 2007). It is considered as a
significant aspect which may have direct critical impact on the work culture of organization. It can also
influence the market condition and market share so it is necessary for hotel management to focus on
adopting a wide range of diversified methods and techniques (English, 2009). It will facilitate business
entity in improving the quality management techniques in order to maintain success and impressive
quality of services.
In support to above statement, it can be said that Quality Circle is one of the beneficial
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techniques which improves the level of quality management actions within organisation. In this
respect, group of employees are appointed to meet the quality standards in an effective manner. Expert
professionals are responsible to set out some organizational settings in work culture which may have
direct impact on the quality of services (Praeg, 2010). It is necessary for selected workforce to ensure
about the quality standards on the daily basis. Workers can focus on regular monitoring and
supervision of actions as per the standards. It also facilitates the management of Rose and Crown to
overcome a number of issues which influence the organizational setting (Chiranov, 2014). With the
help of day to day monitoring, various solutions can be created to resolve the problems that exist in
quality management.
Other than this, management of Rose and Crown can also focus on Six Sigma approach. It is
also considered as one of best techniques used by organisation which can amend the quality
management and provide updated information regarding the components of strategy. With the help of
Six Sigma approach, hotel management will be able to improve work quality on the daily basis. It
also helps in identifying the issues which can impact the overall process (Bashouri, 2014). Proper
identification of issues helps business entity to select innovative ways for resolving those issues. In
other aspect, it can be stated that Six Sigma plays a key role in minimizing the chances of diverse
issues which make the business processes more critical (Hewitt, 2007). Moreover, a huge number of
quality standards can be adopted by the management in order to improve various organizational
functions. Furthermore, there must have proper discussion with workers and quality circle about the
availability of quality issues. Company can take various opinions and suggestions from workers to
resolve those issues and problems.
There are two key philosophical theories of quality management which can be classified as
Deming theory and Juran theory. In the support of Deming theory it can be said that, it is consisted of
14 key principles which can improve the overall quality of operations. Classification of 14 key
principles can be as create constant purpose, adopt philosophy, stop depending, use single supplier,
constant improvement, training, leadership implementation, elimination, break down barriers, remove
obstacles, objectives, remove operational barriers, self improvement and transformation. On the other
side, Juran quality management relates with the product performance and customer satisfaction. In this
respect, the management of business firm can focus on three key steps such as quality panning, quality
control, quality improvement. In this, it is necessary for selected workforce to ensure about the quality
standards on the daily basis. Workers can focus on regular monitoring and supervision of actions as
per the standards.
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1.4 Similarities and differences between the methods
It has been identified that there are number of methods which can be adopted by management
of Rose and Crown in order to amend the quality management effectiveness. In this respect, it is
necessary for hotel organisation to understand the key features and process of all methods so that tools
can be used in appropriate manner to amend the quality of services (McAdam, 2007). If management
and quality circle will not have correct information about all tools then it might be possible that
organisational process can face some actions. In this respect, it can be stated that the quality circle is
referred as a voluntary group of workers who are accountable to perform various quality management
actions and ensure about diverse organizational settings (Hewitt, 2007). In other aspect, it can be said
that the workers set diverse standards in organisational process and motivate others to perform jobs and
tasks as per consideration of standards.
Moreover, the management also provides training to quality circle in order to amend the skills
which can enhance the quality management. With an improved level of skills the workers can easily
identify number of issues which can influence the overall performance of hotel (Bashouri, 2014). After
effective identification of key problems the quality circle need to discuss problem with all members
and management in order to understand the key factor. Number of suggestions can taken into account
to overcome the issues and lead business to impressive success.
Other than this, Six Sigma is another technique which can also be used by management of hotel
in order to improve the quality of business operations. It also facilitates in improvement of services so
that business firm can meet its objectives in better way (Praeg, 2010). As per the above statements it
can be said that the quality circle and Six Sigma have some similarities which enhances the operational
performance. In this respect, it can be asserted that both techniques has key focus on effective
identification of issues and errors which influences the organisational process. Both techniques have
efforts to defect loopholes and find ways to improve different operational actions of Rose and Crown
(Chiranov, 2014). In both of these methods the company focuses on some standards which can amend
the quality control.
Furthermore, the total quality management is also considered as one of most critical approach
which allows management to focus on diversified standards in order to improve quality of products and
services. It also enhances the operational performance by providing proper allocation of resources and
assist in gaining better competitive advantage (Al-Hakim, 2007). In other aspect, it can be said that
company need to focus on stopping wastage of resources in order to improve quality of operations.
Factor Crosby Deming Juran
Definition It focuses on job
requirements and
It focuses on customers
expectations and
It focuses on quality
mission and customers
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communication. continuous
improvement
satisfaction.
Improvement basis Quality improvement is
built on getting
everyone to do it right
Put everyone in firm to
work and acomplish
transformation goals.
Company also need to
focus on quality
performance.
Management
involvement
Top level management
involvement in effective
manner
Board of members have
effective involvement.
Less involvement of top
level but workforce
involves effectively.
TASK 2
2.1 Customer satisfaction
Customer satisfaction plays a key role in success of organisation so it is necessary for
management of Rose and Crown to have enhanced level of focus on customer satisfaction aspects. In
this respect the management of hotel also needs to improved level of quality. Customer satisfaction is
defined as degree of satisfaction which customer gained after use of product and services. It can easily
be measured by number of repeat customers to the hotel (Wang, 2012). In order to have better customer
satisfaction it is necessary for business firm to understand various critical factors which can influence
the customer satisfaction. The classification of factors can be as product quality, customer perception,
value for money, attitude, etc.
Other than this, it has also been spotted that in order to have better customer satisfaction level it
is also essential for management of Rose and Crown to focus on improvement in customer base. In this
respect, the management must ensure that their services not only meeting the needs and wants of the
customers but also prompting them to revisit hotel (Gunasekaran, 2015). With an improved
measurement of customer revisit to the hotel the management can easily have knowledge about
customer satisfaction and effectiveness of services. It is also critically essential for management to
ensure that the customers are retained for a long term as it facilitates in accomplishment of long term
goals.
In other aspect, it can be stated that long term customer retention also provides better
sustainability to the business firm and provides better market share. Moreover, with an enhanced level
of customer satisfaction company can also gain better competitive advantage and lead business to next
level of success. In this support, it can be said that in order to have better customer satisfaction it is also
vital for management to have effective identification of customer needs (McAdam, 2007). Products
and services must be developed and offered as per the needs and expectations of customer in order to
gain better customer base. In order to gain knowledge regarding diverse customer needs by focusing on
research studies and other information sources. It will also facilitate in satisfying needs of customers.
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2.2 Meaning of continuous improvement
It is necessary for every business organization to have continues improvement in product and
services in order to accomplish long term goals. It is also considered as a one of most significant factor
in operations which have direct positive impact on the organisational goals and objectives. Current
market conditions are changing rapidly so it is necessary for business firm to bring some changes in
products and services as per market needs (Mascio, 2007). It will lead business to continuous
improvement and provide better suitability. In other aspect, it can be stated that the incremental
improvement in services and operations with a change in time can be considered as continuous
improvement.
In the support of this, it is also necessary for business firm to focus on PCDA approach in order
to have continuous improvement in quality management. It includes four key factors which are
classified as plan, do, check and act. In plan management of business firm have effective focus on
establishment of objectives which also provides better identification of organisational goals. After this,
do means the phase of implementation in order to have better outcome. Moreover, the continuous
monitoring is also required with in process with an assistance of check and if any changes required the
management needs to act as per evaluation. It will lead business to continuous improvement and
provide better suitability. Improved information of objective is also beneficial for effective design of
strategies which can lead business to impressive level of success.
2.3 Type of values added through continuous improvement
With an improved focus on continuous improvement the hotel can improve its quality of
services and accomplish organizational goals in better way. Company can also have continuous
improvement in services and organizational environment so that operational effectiveness can be
boosted. It also provides value to customers and enhances their customer satisfaction level (Hensley,
2011). Moreover, the organisation can also have proper allocation of resources and cut down the
overall operational cost by focusing on continuous improvement approaches. Management can also
develop skills to implement new systems and ensure that business is having long term success.
Other than this, in order to provide better values it is also necessary for business organisation to
improve its quality management. In this respect, number of activities can be taken into account which
can use wastage of raw material. It will provide effective use of resources and provide work culture as
per consideration of diverse standards. Effective allocation of resources is also beneficial for reduction
in cost of operation and advancement in quality of process.
2.4 Types of information available to customers and importance given to effective marketing
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It is necessary for management of hotel to provide correct information to all customers as it
improves loyalty factor and provides long term success to business organisation. With an improved
functioning the management can easily accomplish aims and objectives (Guasch, 2007). It is necessary
for Hotel to ensure that correct information is provided to customers regarding products and services in
order to have better customer loyalty. In this it is also necessary for management to provide correct
information about diverse operational activities and products. It will attract more and more customers
towards products and lead business to impressive success. Moreover, proper information about the time
and customer care services will also improve the quality of service and provide better convince to
customers. Pricing of products are need to decided in proper way and provide correct information to
customers about pricing of services.
Other than this, marketing plays a key role in success of organisation. With an improved focus
on marketing management can easily meet aims and objectives which is beneficial for better
competitive advantage. Proper promotional methods must be used to have better survive in the market.
It also have direct positive impact on the organisational performance (Tarí and et.al., 2010).
TASK 3 AND 4
Covered in PPT.
CONCLUSION
As per study it can be said that the quality management plays a key role in success of
organisation and it have great influence on overall organisation performance. It has been spotted that
the management of Rose and Crown must focus on improvement in quality of services in order to
provide better satisfaction to customers. Moreover, it is also essential for management to focus on
continuous improvement so that long term goals can be accomplished in better way.
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REFERENCES
Books and Journals
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Bashouri, J., 2014. Communities of practice: linking knowledge management and strategy in creative
firms. Journal of Business Strategy. 35(6). pp.49 – 57.
Chiranov, C., 2014. Creating measurement addiction – a tool for better advocacy and improved
management. Performance Measurement and Metrics. 15(3). pp.99 – 111.
Davis, E. M., 2006. Continuous Improvement and Return on Investment: A Case Study to Determine
the Value of Continuous Improvement in a Manufacturing Facility. Sage.
Dubey, R., 2015. Exploring soft TQM dimensions and their impact on firm performance: some
exploratory empirical results. International Journal of Production Research. 2(3). pp. pp.17-72.
English, L. P., 2009. Information quality applied: best practices for improving business information,
processes and systems. Wiley Publishing.
Guasch, L. J., 2007. Quality Systems and Standards for a Competitive Edge. World Bank Publications.
Gunasekaran, A., 2015. Exploring soft TQM dimensions and their impact on firm performance: some
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Hensley, R., 2011. Using reliability tools in service operations. International Journal of Quality &
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Service Industry Management. 18(4). pp.418 – 442.
Pereira-Moliner and et.al., 2012. Quality management, environmental management and firm
performance. Journal of Cleaner Production. 37. pp.82-92.
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McAdam, R., 2007. The impact of the ISO 9000:2000 quality standards in small software firms.
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Narasimhan, K., 2005. Service Quality: Research Perspectives. Managing Service Quality: An
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Praeg, P. C., 2010. Quality Management for IT Services: Perspectives on Business and Process
Performance. IGI Global Snippet. 31(1) . pp.119-129.
Tarí and et.al., 2010. Levels of quality and environmental management: Their joint influence on firm
performance. International Journal. 29(3). PP. 500-510.
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Vauterin, J. J., 2011. Issues of delivering quality customer service in a higher education environment.
International Journal of Quality and Service Sciences. 3(2). pp.181 – 198.
Wang, C. H., 2012. Total quality management, market orientation. The moderating effects of external
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Online
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2015].
Ho, V., 2006. Total quality management approach to the information systems development processes:
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