Quality Management in Business Assessment 2022
Added on 2022-03-08
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QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 1
QUALITY MANAGEMENT IN HOSPITALITY
Submitted by: Saroj kharel
Lecturer name: Jiwan Kattel
Submitted to: Bashudev Wosti
Unit code: F/601/1100
Assessment no. : 01
SAROJ KHAREL (HND / SECOND SEMESTER) 1
QUALITY MANAGEMENT IN HOSPITALITY
Submitted by: Saroj kharel
Lecturer name: Jiwan Kattel
Submitted to: Bashudev Wosti
Unit code: F/601/1100
Assessment no. : 01
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 2
Acknowledgement
I am appreciative to all persuading who favored me with strength and compelling help to take up this
course on Hospitality Industry. This task would not have been conceivable without the help and
support of different teachers of ISMT College. I express my noteworthy real of gratefulness to Mr.
Jiwan Kattel, My authentic subject educator and guide who offers me his unending backing,
productive interest, recommendation, motivations and great mindfulness from the most dependable
starting stage until the finishing of my task.
I may need to see and pay my sensational in perspective of Mr. Dhruba Babu Joshi (crucial of ISMT
College) for enabling me to satisfy my goals from this Hospitality course and augmentation
productive experience from here. I would always remember perpetual bolster given by staff working
in this industry.
I may in like way need to offer my gratitude to staff and patients who helped in the midst of the time
spent this endeavor and for giving their profitable time to finish this system with restricted time. I
offer thanks toward them for permitting and helping me to complete this review connecting with me
amidst this endeavor.
SAROJ KHAREL (HND / SECOND SEMESTER) 2
Acknowledgement
I am appreciative to all persuading who favored me with strength and compelling help to take up this
course on Hospitality Industry. This task would not have been conceivable without the help and
support of different teachers of ISMT College. I express my noteworthy real of gratefulness to Mr.
Jiwan Kattel, My authentic subject educator and guide who offers me his unending backing,
productive interest, recommendation, motivations and great mindfulness from the most dependable
starting stage until the finishing of my task.
I may need to see and pay my sensational in perspective of Mr. Dhruba Babu Joshi (crucial of ISMT
College) for enabling me to satisfy my goals from this Hospitality course and augmentation
productive experience from here. I would always remember perpetual bolster given by staff working
in this industry.
I may in like way need to offer my gratitude to staff and patients who helped in the midst of the time
spent this endeavor and for giving their profitable time to finish this system with restricted time. I
offer thanks toward them for permitting and helping me to complete this review connecting with me
amidst this endeavor.
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 3
Contents
QUALITY MANAGEMENT IN HOSPITALITY........................................................................1
Acknowledgement .........................................................................................................................2
Task 1: Discuss definitions of quality in terms of business and services provision. [1.1] ............9
Introduction:...................................................................................................................................9
Quality: ..................................................................................................................................................9
Service quality: ............................................................................................................................10
Perceived service quality model: .........................................................................................................10
Quality management process: ..............................................................................................................11
Quality planning...........................................................................................................................11
Quality Assurance........................................................................................................................11
Conclusion: ..................................................................................................................................12
Task 2: Illustrate the process of inspection and assurance. [1.2].................................................13
Introduction:.................................................................................................................................13
Some common types of inspection: .............................................................................................14
Defining Quality ..........................................................................................................................15
Measuring Quality .......................................................................................................................15
Improving Quality........................................................................................................................16
Conclusion: ..................................................................................................................................16
Task 3: Discuss a range of approaches to quality management. [1.3, M2] .................................17
Introduction:.................................................................................................................................17
The Process Approach to QMS in ISO 9001 and ISO 9004:.......................................................18
The table underneath portrays the distinctions among quality levels. .........................................18
Elements of quality management:................................................................................................19
Conclusion: ..................................................................................................................................21
Task 4: Explain the similarities and differences between the different methods. [1.4]...............22
SAROJ KHAREL (HND / SECOND SEMESTER) 3
Contents
QUALITY MANAGEMENT IN HOSPITALITY........................................................................1
Acknowledgement .........................................................................................................................2
Task 1: Discuss definitions of quality in terms of business and services provision. [1.1] ............9
Introduction:...................................................................................................................................9
Quality: ..................................................................................................................................................9
Service quality: ............................................................................................................................10
Perceived service quality model: .........................................................................................................10
Quality management process: ..............................................................................................................11
Quality planning...........................................................................................................................11
Quality Assurance........................................................................................................................11
Conclusion: ..................................................................................................................................12
Task 2: Illustrate the process of inspection and assurance. [1.2].................................................13
Introduction:.................................................................................................................................13
Some common types of inspection: .............................................................................................14
Defining Quality ..........................................................................................................................15
Measuring Quality .......................................................................................................................15
Improving Quality........................................................................................................................16
Conclusion: ..................................................................................................................................16
Task 3: Discuss a range of approaches to quality management. [1.3, M2] .................................17
Introduction:.................................................................................................................................17
The Process Approach to QMS in ISO 9001 and ISO 9004:.......................................................18
The table underneath portrays the distinctions among quality levels. .........................................18
Elements of quality management:................................................................................................19
Conclusion: ..................................................................................................................................21
Task 4: Explain the similarities and differences between the different methods. [1.4]...............22
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 4
Introduction:.................................................................................................................................22
Differences between TQM & management: ................................................................................22
1. Differences in scope.........................................................................................................................22
2. Diff. in approach ..............................................................................................................................22
3. Application.......................................................................................................................................23
Conclusion: ..................................................................................................................................24
Task 5: Discuss what is meant by customer satisfaction. Refer your response to hospitality
business and provide suitable examples from hospitality business to support the answer. [2.1] 25
Introduction:.................................................................................................................................25
Keeping it real. Set a Realistic Expectation.................................................................................25
R-E-S-P-E-C-T. ...........................................................................................................................25
Customer Retention – ..................................................................................................................26
Time with the Customer –............................................................................................................26
Customer Surveys ........................................................................................................................26
Service Level ...............................................................................................................................26
Knowing of your customer ..........................................................................................................27
Conclusion ...................................................................................................................................27
Task 6: Explain the meaning of continuous improvement. Refer your response to hospitality
business and provide suitable examples from hospitality business to support the answer. [2.2] 28
Introduction:.................................................................................................................................28
Step 1: target an opportunity for improvement............................................................................29
Step 2: analyze the area targeted for improvement......................................................................30
Step 3: implement and develop improvements............................................................................30
Step 4: evaluate improvements ....................................................................................................30
Task 7: Illustrate the type of added values to be gained. Refer your response to hospitality
business and provide suitable example to illustrate from hospitality business to support the
answer. [2.3, M2] .........................................................................................................................32
SAROJ KHAREL (HND / SECOND SEMESTER) 4
Introduction:.................................................................................................................................22
Differences between TQM & management: ................................................................................22
1. Differences in scope.........................................................................................................................22
2. Diff. in approach ..............................................................................................................................22
3. Application.......................................................................................................................................23
Conclusion: ..................................................................................................................................24
Task 5: Discuss what is meant by customer satisfaction. Refer your response to hospitality
business and provide suitable examples from hospitality business to support the answer. [2.1] 25
Introduction:.................................................................................................................................25
Keeping it real. Set a Realistic Expectation.................................................................................25
R-E-S-P-E-C-T. ...........................................................................................................................25
Customer Retention – ..................................................................................................................26
Time with the Customer –............................................................................................................26
Customer Surveys ........................................................................................................................26
Service Level ...............................................................................................................................26
Knowing of your customer ..........................................................................................................27
Conclusion ...................................................................................................................................27
Task 6: Explain the meaning of continuous improvement. Refer your response to hospitality
business and provide suitable examples from hospitality business to support the answer. [2.2] 28
Introduction:.................................................................................................................................28
Step 1: target an opportunity for improvement............................................................................29
Step 2: analyze the area targeted for improvement......................................................................30
Step 3: implement and develop improvements............................................................................30
Step 4: evaluate improvements ....................................................................................................30
Task 7: Illustrate the type of added values to be gained. Refer your response to hospitality
business and provide suitable example to illustrate from hospitality business to support the
answer. [2.3, M2] .........................................................................................................................32
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 5
Introduction:.................................................................................................................................32
Case:.............................................................................................................................................32
Types of value added: ..................................................................................................................33
Conclusion: ..................................................................................................................................35
Task 8: Describe the types of information made available to customers and the importance
given to effective marketing. Relate your evidence to hospitality industries. [2.4, M3].............36
Introduction:.................................................................................................................................36
Types of information & marketing: .............................................................................................36
1) Internal company information – ..........................................................................................36
2) Marketing intelligence – .......................................................................................................36
Discussion on some points:..........................................................................................................37
Effective marketing strategies: ....................................................................................................37
Specific Targeting........................................................................................................................37
Customer in-locate promoting .....................................................................................................37
Good Timing................................................................................................................................38
Digital presence & social media ..................................................................................................38
Customer in-sight marketing........................................................................................................39
Conclusion: ..................................................................................................................................39
Task 9: Explain how quality management can be measured. Refer your response to hospitality
business and provide suitable example from hospitality business to support the answer. [3.1]..40
Introduction:.................................................................................................................................40
ISO 9000: .....................................................................................................................................40
Principles of ISO 9000- ...............................................................................................................40
Total quality management: ..........................................................................................................41
Objectives of TQM: .....................................................................................................................41
Demining management: ...............................................................................................................41
Plan- .............................................................................................................................................41
SAROJ KHAREL (HND / SECOND SEMESTER) 5
Introduction:.................................................................................................................................32
Case:.............................................................................................................................................32
Types of value added: ..................................................................................................................33
Conclusion: ..................................................................................................................................35
Task 8: Describe the types of information made available to customers and the importance
given to effective marketing. Relate your evidence to hospitality industries. [2.4, M3].............36
Introduction:.................................................................................................................................36
Types of information & marketing: .............................................................................................36
1) Internal company information – ..........................................................................................36
2) Marketing intelligence – .......................................................................................................36
Discussion on some points:..........................................................................................................37
Effective marketing strategies: ....................................................................................................37
Specific Targeting........................................................................................................................37
Customer in-locate promoting .....................................................................................................37
Good Timing................................................................................................................................38
Digital presence & social media ..................................................................................................38
Customer in-sight marketing........................................................................................................39
Conclusion: ..................................................................................................................................39
Task 9: Explain how quality management can be measured. Refer your response to hospitality
business and provide suitable example from hospitality business to support the answer. [3.1]..40
Introduction:.................................................................................................................................40
ISO 9000: .....................................................................................................................................40
Principles of ISO 9000- ...............................................................................................................40
Total quality management: ..........................................................................................................41
Objectives of TQM: .....................................................................................................................41
Demining management: ...............................................................................................................41
Plan- .............................................................................................................................................41
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 6
Do -: .............................................................................................................................................41
Check-:.........................................................................................................................................42
Act-: .............................................................................................................................................42
1. Comment card ..............................................................................................................................43
2. Customers service number ...........................................................................................................43
3. Surveys mailed to guests ..............................................................................................................43
4. Conducting telephone survey with customer’s ............................................................................44
Task 10: Evaluate the benefit of user and non-user surveys in deterring customer need. Refer
your response to hospitality business and provide suitable examples from hospitality business to
support the answer. [3.2]..............................................................................................................45
Introduction:.................................................................................................................................45
Task 11: List the methods of consultation employed in one quality scheme to encourage
participation by underrepresented groups. Refer your response to hospitality business and
provide suitable examples from hospitality business to support the answer. [3.3]......................47
Introduction:.................................................................................................................................47
Conclusion: ..................................................................................................................................49
Task 12: Identify the value of complaints procedure and analyses how they may be used to
improve quality. Refer your response to hospitality business and provide suitable examples
from hospitality business to support your answer. [3.4]..............................................................50
Introduction:.................................................................................................................................50
1. Hear..........................................................................................................................................50
2. Empathize ................................................................................................................................50
3. Apologize.................................................................................................................................51
4. Action.......................................................................................................................................51
How can be used to improve quality: ..........................................................................................51
Develop performance measurements. Benchmark your current processes, identify problems, ..51
Build quality testing into your processes – ..................................................................................51
SAROJ KHAREL (HND / SECOND SEMESTER) 6
Do -: .............................................................................................................................................41
Check-:.........................................................................................................................................42
Act-: .............................................................................................................................................42
1. Comment card ..............................................................................................................................43
2. Customers service number ...........................................................................................................43
3. Surveys mailed to guests ..............................................................................................................43
4. Conducting telephone survey with customer’s ............................................................................44
Task 10: Evaluate the benefit of user and non-user surveys in deterring customer need. Refer
your response to hospitality business and provide suitable examples from hospitality business to
support the answer. [3.2]..............................................................................................................45
Introduction:.................................................................................................................................45
Task 11: List the methods of consultation employed in one quality scheme to encourage
participation by underrepresented groups. Refer your response to hospitality business and
provide suitable examples from hospitality business to support the answer. [3.3]......................47
Introduction:.................................................................................................................................47
Conclusion: ..................................................................................................................................49
Task 12: Identify the value of complaints procedure and analyses how they may be used to
improve quality. Refer your response to hospitality business and provide suitable examples
from hospitality business to support your answer. [3.4]..............................................................50
Introduction:.................................................................................................................................50
1. Hear..........................................................................................................................................50
2. Empathize ................................................................................................................................50
3. Apologize.................................................................................................................................51
4. Action.......................................................................................................................................51
How can be used to improve quality: ..........................................................................................51
Develop performance measurements. Benchmark your current processes, identify problems, ..51
Build quality testing into your processes – ..................................................................................51
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 7
Use business strategies such as Six Sigma to improve quality and productivity.........................52
Value employee, customer, supplier and business partner feedback and input regarding solving
product or service problems.........................................................................................................52
Conclusion: ..................................................................................................................................52
Task 13: Report on the role of self-assessment in order to determine an organization’s current
state of health. You must relate your answer to an organization – Himalayan hotel can be an
option. Refer your response to hospitality business and provide suitable examples from
hospitality business to support the answer. [4.1] .........................................................................53
Introduction:.................................................................................................................................53
Role of self-assessment:...............................................................................................................53
1. Personality................................................................................................................................53
2. Work-value ..............................................................................................................................54
3. Culture......................................................................................................................................54
Dreamland Restaurant..................................................................................................................54
1....................................................................................................................................................54
Conclusion: ..................................................................................................................................57
Task 14: Evaluate the importance of communication and record keeping. Refer your response to
hospitality business and provide suitable examples from hospitality business to support the
answer. [4.1].................................................................................................................................58
Introduction:.................................................................................................................................58
Significance of correspondence: ..................................................................................................58
Significance of record keeping: ...................................................................................................58
Cases of correspondence and record keeping in accommodation business:................................59
Conclusion: ..................................................................................................................................59
Task 15: Fallow guideline on the stages of staff consultation necessary for effective
implementation of a quality scheme. [4.3]...................................................................................60
Introduction:.................................................................................................................................60
Importance of consultation: .........................................................................................................60
SAROJ KHAREL (HND / SECOND SEMESTER) 7
Use business strategies such as Six Sigma to improve quality and productivity.........................52
Value employee, customer, supplier and business partner feedback and input regarding solving
product or service problems.........................................................................................................52
Conclusion: ..................................................................................................................................52
Task 13: Report on the role of self-assessment in order to determine an organization’s current
state of health. You must relate your answer to an organization – Himalayan hotel can be an
option. Refer your response to hospitality business and provide suitable examples from
hospitality business to support the answer. [4.1] .........................................................................53
Introduction:.................................................................................................................................53
Role of self-assessment:...............................................................................................................53
1. Personality................................................................................................................................53
2. Work-value ..............................................................................................................................54
3. Culture......................................................................................................................................54
Dreamland Restaurant..................................................................................................................54
1....................................................................................................................................................54
Conclusion: ..................................................................................................................................57
Task 14: Evaluate the importance of communication and record keeping. Refer your response to
hospitality business and provide suitable examples from hospitality business to support the
answer. [4.1].................................................................................................................................58
Introduction:.................................................................................................................................58
Significance of correspondence: ..................................................................................................58
Significance of record keeping: ...................................................................................................58
Cases of correspondence and record keeping in accommodation business:................................59
Conclusion: ..................................................................................................................................59
Task 15: Fallow guideline on the stages of staff consultation necessary for effective
implementation of a quality scheme. [4.3]...................................................................................60
Introduction:.................................................................................................................................60
Importance of consultation: .........................................................................................................60
QUALITY MANAGEMENT IN BUSINESS 2017
SAROJ KHAREL (HND / SECOND SEMESTER) 8
Each phase for usage of a quality plan of DREAMLAND RESTAURANT ..............................60
1. PREMISES ..............................................................................................................................61
2. Entrance & exits.......................................................................................................................61
3. Dining area...............................................................................................................................62
4. Service area & kitchen .............................................................................................................63
5. Lobby & lounge .......................................................................................................................63
6. Toilets ......................................................................................................................................64
7. Bedrooms (guest’s) ..................................................................................................................64
8. Safety & management staff facilities .......................................................................................65
Conclusion: ..................................................................................................................................66
Task 16: Propose new systems or modification to existing systems that could improve service
Quality. [4.4]................................................................................................................................67
Introduction:.................................................................................................................................67
Invest in service training, rather than a quality control department. ...........................................67
Set up a new-employee initiation program. .................................................................................67
Tie your employee’s actions to the business’s overall performance. ..........................................67
Encourage employees to think of customer service as a "story" about your business. ...............68
Give your employees service quality goals. ................................................................................68
Conclusion ...................................................................................................................................68
References....................................................................................................................................69
SAROJ KHAREL (HND / SECOND SEMESTER) 8
Each phase for usage of a quality plan of DREAMLAND RESTAURANT ..............................60
1. PREMISES ..............................................................................................................................61
2. Entrance & exits.......................................................................................................................61
3. Dining area...............................................................................................................................62
4. Service area & kitchen .............................................................................................................63
5. Lobby & lounge .......................................................................................................................63
6. Toilets ......................................................................................................................................64
7. Bedrooms (guest’s) ..................................................................................................................64
8. Safety & management staff facilities .......................................................................................65
Conclusion: ..................................................................................................................................66
Task 16: Propose new systems or modification to existing systems that could improve service
Quality. [4.4]................................................................................................................................67
Introduction:.................................................................................................................................67
Invest in service training, rather than a quality control department. ...........................................67
Set up a new-employee initiation program. .................................................................................67
Tie your employee’s actions to the business’s overall performance. ..........................................67
Encourage employees to think of customer service as a "story" about your business. ...............68
Give your employees service quality goals. ................................................................................68
Conclusion ...................................................................................................................................68
References....................................................................................................................................69
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