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TASK 11 Definition of Quality Management in Business Introduction

   

Added on  2021-01-01

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QUALITYMANAGEMENT INBUSINESS

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1Definition of Quality in terms of Business.................................................................................1Quality Assurance and Process of Assurance and Inspection.....................................................1Range of Approaches of Quality Management along with Similarities and Difference betweenMethods.......................................................................................................................................2TASK 2............................................................................................................................................4Customer Satisfaction and Continuous Improvement.................................................................4Value Addition through Quality Provision.................................................................................4Identification and Description of Types of Information Available to Customers......................5TASK 3............................................................................................................................................5Explanation of How Quality Could be Measured along with Evaluation of Benefit of usingSurveys........................................................................................................................................5Methods of Consultation Employed in one Quality Scheme to Encourage Participation..........7Identification of Value of Complaints Procedures......................................................................7TASK 4............................................................................................................................................8Analysis of the Role of Self-Assessment and Evaluation of Role of Communication andRecord Keeping...........................................................................................................................8Identification of Stages of Staff Consultation.............................................................................9Proposing New Systems or Changes to Existing Systems to Improve Service Quality.............9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................11

INTRODUCTIONQuality Management in an organisation refers to all the necessary procedures and actionswhich are undertaken by companies to ensure effective management and maintenance of theoverall quality of offerings provided by a firm. Furthermore, there are several elements of thistype of management such as planning, assurance, improvement as well as management(Oakland, 2014). All these components are quite necessary in relation to oversee and maintainthe quality appropriately. The following report is based on Inter-Continental Hotel Group (IHG),which is one of the largest hospitality organisations in the UK. It covers understanding differentapproaches to quality management and benefits of the same in in services. Moreover, it alsocovers range of quality control as well as application of principles of quality management.TASK 1Definition of Quality in terms of BusinessQuality, in a business context refers to the capacity as well as suitability of the servicesand products provided by an organisation to ensure satisfaction of needs of their customers. Incontext with IHG, quality means the effectiveness in the services provided by the company to itscustomers. It holds vital importance in day-to-day activities performed by the organisation and isreflected through its hospitality services provided by the company.Quality, within the hospitality organisation, is defined as per the requirements of themarketplace. The overall quality of the systems and procedures by the company are effectivelyfocused on and measured against this requirements (Trkman, 2013).Quality Assurance and Process of Assurance and InspectionQuality Assurance refers to those several procedures which are performed by companiesto ensure utmost effectiveness in all the services given to customers. Within IHG, this assuranceis with respect to the standards set for their services along with measuring the effectiveness asper their policies as well as reputation of this organisation. Moreover, agenda of qualityassurance within the organisation is to enhance profitability, customer satisfaction and aspectslike brand loyalty.As for quality inspection, this exercise refers to a detailed overlook at the effectiveness ofthe services conducted within IHG. This procedure is undertaken to review the performance ofthe hospitality services with respect to several pre-set standards.1

There is a definite process adopted by IHG for quality assurance. First, there are certainspecific standards for quality are set by senior management. All the operations, departments andfunctions are effectively taken into loop and different performance criteria are specified formeasuring their performance. Some examples of these criteria are customer satisfaction,employee and staff safety, spontaneous assistance, front desk responsiveness, after sales servicesand so forth. All these aspects are appropriately defined and communicated to specificdepartments undertaking their performance.The next stage adopted by IHG for quality assurance is periodic inspections and auditscarried out by external supervisors and industry agencies who work towards measuring andmonitoring the effectiveness of each hospitality organisation with respect to their performance.Thus, these audits and inspections measure each department and their performance against thepreviously set criteria (Uhl and Gollenia, 2016).Their report regarding quality within these departments and regarding operations definedeviations which then are required to be worked upon. Moreover, it also works as an essentialpractice for IHG to review their working patterns and make necessary changes accordingly.Furthermore, quality assurance also helps Inter-Continental Hotel Group in addressing each needof their customers, which assists them gaining a wider customer base along with achieving brandloyalty.Range of Approaches of Quality Management along with Similarities and Difference betweenMethodsIt is essential for companies to use range of several methods of quality managementwhich allows these organisations in maintaining effective quality within their company andseveral functions which are conducted to ensure compliance with performance standards. Severalapproaches which would help IHG in appropriate quality management are mentioned below:W Edwards Deming's Approach:One approach which could be followed to ensure quality management withinorganisation is using Deming's approach. According to his philosophy, quality of services couldbe improved through compliance with principles of management along with emphasis on qualityand reduction of cost. According to this approach, companies must focus on quality and keeptheir cost low. Furthermore, his approach follows a certain process of Plan, Do, Check andAction.2

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