Total Quality Management in Organisations

This assignment discusses the concept of total quality management (TQM) and its significance in organisational success. It highlights the key principles of TQM, including customer focus, continuous improvement, and employee involvement. The document also examines the relationship between TQM and business excellence, innovation, and sustainability. With a focus on practical applications, this assignment provides insights into how organisations can implement TQM to achieve quality management, improve business processes, and enhance customer satisfaction.

Quality Management in
Business

Table of Contents
Information about the organisation..................................................................................................3
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
1.1 Discuss definitions of quality in terms of business and service provision............................4
1.2 Illustrate the process of inspection and assurance.................................................................4
1.3 Discuss a range of approaches to quality management.........................................................5
1.4 Explain the similarities and differences between the different methods...............................5
TASK 2............................................................................................................................................6
2.1 Discuss what is meant by customer satisfaction...................................................................6
2.2 Explain the meaning of continuous improvement................................................................6
2.3 Illustrate the types of added values to be gained...................................................................7
2.4 Describe the types of information made available to customers and the importance given
to effective marketing.................................................................................................................7
TASK 3............................................................................................................................................8
3.1 Explain how quality management can be measured.............................................................8
3.3 List methods of consultation employed in one quality scheme to encourage participation
by under-represented groups.......................................................................................................9
3.4 Identify the value of complaints procedures and analyse how they may be used to improve
quality..........................................................................................................................................9
TASK 4..........................................................................................................................................10
4.1 Report on the role of self-assessment in order to determine an organisation’s current status
of health.....................................................................................................................................10
4.2 Evaluate the importance of communication and record keeping........................................10
4.3 Follow guidelines on the stages of staff consultation necessary for effective
implementation of a quality scheme.........................................................................................10

4.4 Propose new systems or modifications to existing systems that could improve service
quality........................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
INFORMATION ABOUT THE ORGANISATION
This report is based on Hotel Hilton which is an global brand name by providing full
fledged services in hotels and resorts under the flagship of American international hospitality
services. That organisation founded by Conrad Hilton. It presently 570 hotels and resorts
properties in approximately 85 countries across six continents. Their target market are business
and leisure travellers in major city centres, airport and conventional centres and at popular
location in the whole world. Its headquarter situated in Virginia and in its product portfolio
includes large no. of amenities. In their main amenities includes facilitates regarding
accommodation, lodging and food services with many more that give delighted experience to
consumer base. Hotel Hilton and their participants in Hilton honours, held loyalty guest
programs in which members directly book with the owned channels. They give discounts and
amenities such as Wi-Fi facilities, digital check in and check out with keyless entry and
accessibility to the mobile apps that helps in giving delighted experience to consumer base. Their
facilitates that they provide to their consumers are very rare and give delighted experience to the
consumer.
INTRODUCTION
Quality management is an act of controlling and overseeing major works and activities
need to maintain a desired level of services to get excellence level. In quality management
includes policies, building and creating quality related planning and implementation to give best
services to end consumers. It is also known as total quality management which emphasis on the
long term goals to implement short term initiatives. This report is based on the Hotel Hilton
which is an global brand of full services hotels and resorts and deals under flag of American
multinational hospitality company. This report is based on role and importance of quality in
business and services with quality assurance. It also includes consumer satisfaction in a service
environment by adding value in customer provision. In addition to tools and methods to measure

quality in an organisation with specific quality scheme. At last it elaborates role of self
assessment to evaluate current status in terms of services.
TASK 1
1.1 Discuss definitions of quality in terms of business and service provision.
An organisation can gain huge profit with the help of selling products and services by
high quality that helps to bring competitiveness in marketplace.
As per the view of R. Khera (Business Quality Management: TQM & Improving Business
Quality 2018), to control quality of products and services organisation have to evaluate needs
and wants of consumers in effective way because consumer is the king.
As the living standard improve quality of goods and services also improve. The best
quality is treated as an key concept to improve sales as well as marketing tool to enlarge business
opportunities in better way (Akgün and et.al ., 2014.). Generally the quality of products and in
service provision refers to the degree to that product and services meet with the expectation of an
consumer. In case of Hotel Hilton they provide good services to their consumer base so that they
get delighted experience from them and rapidly enhance their sales ratio.
Quality is an perceptual concept, conditional and subjective attribute and related with the specific
function or object. As the change in time quality also reflect towards the after sales services in
which includes warranty and reactions or complaints majorly ( Chang, 2016.).
1.2 Illustrate the process of inspection and assurance.
Inspection and assurance are very much important for an organisation to give best quality
products and services to consumer base. For that organisation have to follow some steps that are
as follows:
Quality planning:
It is an initial step by which an organisation evaluate standards by which standards of
quality should be measured in proper way. It helps in identification of policies, standards and
description of product and many more (Gimenez-Espin, Jiménez-Jiménez and Martínez-Costa,
2013). After all that organisation evaluate level of quality by discovering gap in standards and
present situation by using benchmarking, flow charts and design experiment method. In case of

Hotel Hilton which is an large chain of hotels adopt kinds of tools to measure their performance
level to reach at desirable goals and objectives.
Quality assurance:
Quality assurance is one of most important tool to running a business in successful
manner in which on regular basis performance should be evaluated by assuring production
agreements in terms of standards (Goetsch and Davis, 2014..). In Hotel Hilton they check
quality of their food and other services on regular basis so that necessary reforms should be take
place.
Quality control:
In quality control with the help of three major steps level of quality should be controlled
firstly products and services should be monitored and after that tools such as inspection, control
charts and flow charts should be used and at last identification of problem should be evaluated.
Total quality management:
TQM is an appropriate measuring tool that helps in maintain specific standards of quality
in an organisation with the help of programmes such as planning, auditing organisation can reach
at desirable outcome. In case of Hotel Hilton they use TQM tool to inspect each and every aspect
of their production and services to judge quality.
1.3 Discuss a range of approaches to quality management.
Quality is an important attribute that helps to satisfy needs and wants of consumers in
better way and helps to encourage managers to plan for future and reduce anticipated problems
to get best quality of products and services. To reach at quality of products and services
organisation can use PDCA which denotes Plan, Do, check and Act. In case of Hotel Hilton to
maintain quality of their products and services they primarily plan all activities in through
manner and after that apply in practical way then check in respective way that helps in find out
gaps in planning process and at last apply it on wide scale.
1.4 Explain the similarities and differences between the different methods.
There are some similarities and differences in different methods of quality control that
are as follows:
Similarities:
From the above discussed various methods it has been summarised that all the quality
schemes are based on the particular standards of quality regarding products and services. For an

example quality control and planning tools bring corrective activities to reduce performance at
time of production process (Jeston, 2014). On other hand quality assurance and control measures
or evaluate the level of quality at present situation and accordingly decisions should be taken.
Quality keep changing according to the TQM and control measures.
Differences:
The main difference in various control tools and mechanism that Quality assurance
schema should be consider as the only attribute for quality assurance. With the main target of
quality practice is to continuous improvement in schema. TQM apply quality programmes, in
case of usable and non usable in case of production process. So there are vital difference in that
concepts or tools to understand the value and role of these tools in better way.
TASK 2
2.1 Discuss what is meant by customer satisfaction.
Customer satisfaction is an metric that proved useful to evaluate the degree at which
consumer happy with the services, products of an organisation. In practical it should be evaluated
by the various design tactics, in which includes questions, surveys and response scales to collect
important insights to reach at desirable goals and objectives (.Kim, Kumar and Kumar, 2012.).
In case of Hotel Hilton they focus on giving best experience to the consumers by taking their
reviews while availing services. They use questionnaire, survey response scale and many other
tools to evaluate the level of experience of employees in better way. In today's world consumers
are more demanding and valued as the product should be delivered to them in respect to their
money. In case of Hotel Hilton they take care about the attributes that offer by them in context of
money that paid by them. If consumers purchase products and services that enhance level of
satisfaction then it helps to organisation that enhance level of sales which plays role in giving
delighted experience of consumers.
2.2 Explain the meaning of continuous improvement.
Continuous improvement is an method that helps in identify opportunities for stream ling
work and eliminate waste at maximum level. With the help of Kaizen, Lean and just in time in
manufacturing and business to improve quality of products and services in better way.
Continuous improvement is an ongoing process in which improvement of products, services or
processes should be include through incremental and breakthrough improvements in production

process. That process brings incremental improvement in quality of products over time and all at
once (Kuei and Lu, 2013.). Continuous improvement helps to organisation in improving the
performance of an organisation by focusing on growth, by bringing improvement in culture with
enhancing morale and accountability of employees which is an important factor to bring changes
in organisational products and services in better way. With the help of continuous improvement
Hotel Hilton can enhance performance of their products and service in better way.
2.3 Illustrate the types of added values to be gained.
There are various kinds of factors that added value in organisational works and
procedures that are as follows:
Risk reduction:
Reducing the risk is one of the most important attribute that helps to add inherent values
in works and activities in proper way. In that consist of “Safe” and “stable” works and conditions
to give better conditions to employees as well to consumers. In case of Hotel Hilton they majorly
focus on giving best working practices to their employees and also take care about health of their
consumers so that value should be gained.
Quality improvement:
Improving the quality is one of the most important value added attribute in context of
consumers (Madu, 2012.). That focus on reducing the defect level in the production process so
that best results should be occupied by consumers. In context of Hotel Hilton they majorly focus
on improving performance of products and services in rapid pace so that values should be added
in products to achieve desirable outcomes.
Timelines:
Time line is one of most important aspect in context to add values in products and
services while delivering services to the ultimate consumer base. Time plays very major role in
case of Hotel Hilton they majorly focus on giving their services on time as per the need and
demand of consumers so that values should be achieved in proper way.
2.4 Describe the types of information made available to customers and the importance given to
effective marketing.
Effective marketing is an important tool to understand while introducing a new product
and to bring quality in products and services. Consumers are very much interested towards the
objectives, vision and mission of an organisation when they avail services of the Hotel Hilton.

They can get the general view about organisation and in that case organisation have to access
that important information about their products and services (Noe and et.al ., 2017). That all
helps in keep consumers interested in new styles or trends, enchant new consumers to use
similar products and services with various prices and bring trend in an market that indirectly
helps to marketers to build products according to the needs of consumers. With the help of
communication channel Hotel Hilton can report about their major weaknesses about their
product and services that enables to take proper decisions and bring improvement accordingly. In
the case of Hotel Hilton if they bring any kind of changes in their product and services they
firstly inform to their consumers and take feedback from them so that necessary improvements
should be bring in it (.Porter and Tanner, 2012..). All these information plays very crucial role
for marketing products by knowing taste and preferences of consumer base and bring attributes
accordingly.
TASK 3
3.1 Explain how quality management can be measured.
Measurement of quality is an important aspect for that organisation have to use various
tools and techniques that are as follows:
ISO 9000:
ISO 9000 is an defined set of international standards for quality management and
assurance develop by organisation to effectively manage the document system that are necessary
for effective quality system. In case of Hotel Hilton by using that standard measurement tool
they can easily acknowledge the quality standard of their products and services in effective
manner.
Pareto chart:
Pareto charts is one of most effective tool to determine the reason regarding the problem
and it based on the rule of 80/20 in which 80% denotes towards a problem and 20 for the cause.
In case of Hotel Hilton they by using Pareto chart they can evaluate concerning areas and the
reason behind it.
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs.
Understand the needs of consumers are very much important for organisation for that
user and non user surveys are very much important (Sallis, 2014.). Users are existing customers,

new products and services should be introduced to keep them satisfied and non users surveys
who are not presently consumers but they potentially will be consumers. Hotel Hilton uses user
survey to know the actual strength and weaknesses by asking relevant questions and get right
kind of feedback out of that. On other hand no user survey proved useful for organisation but not
for marketing research and both kind of survey helps in evaluating current and potential needs
and wants of consumers.
3.3 List methods of consultation employed in one quality scheme to encourage participation by
under-represented groups.
There are several methods used for encourage participation of under represented groups
that are as follows:
Form surveys:
A form survey design to give quick reply from the under represented groups that helps in
identify the nature of replies (Uhl and Gollenia, 2016). It helps in acknowledge the expectation
level, requirements and problems that should be analysed by form surveys.
Telephone surveys:
Telephone survey is one of most important tool to know the interest areas and
requirement of consumer base of under-represented groups that can be evaluate by telephonic
survey.
3.4 Identify the value of complaints procedures and analyse how they may be used to improve
quality.
For every organisation complaints of consumers proved beneficial to bring changes in
spheres where reforms needs a lot (Wang, Chen and Chen, 2012.). With the help of consumer
complains an organisation can give best products and services in case of Hotel Hilton that builds
a complaint mechanism that helps to give delighted experience to consumers. To report complain
there are a structured format so that consumers easily comply with issues and give necessary
attributes to bring reform in major spheres. That systematic chain of complaint procedures helps
to organisation to easily understand the needs and wants of consumers and the ways by which
necessary reforms should be take out.

TASK 4
4.1 Report on the role of self-assessment in order to determine an organisation’s current status of
health.
Self assessment plays significant role in organisational development and enhancement
and helps in understand the current state of health about an organisation. Self assessment is the
first and foremost step to evaluate own activities in better way (TZink, 2012). To evaluate own
performance organisation use benchmarking that helps in examine strength, weaknesses and
improvements that are very much needed and by questionnaire that is an internal process to
asking from employees about their performance and major gaps in it. By evaluating all these
aspects Hotel Hilton can judge their own performance in major areas in which improvement
rectifications are needed. So it denotes about current position by comparing with fierce
competitors of an organisation and take crucial decisions.
4.2 Evaluate the importance of communication and record keeping.
Communication and record keeping are major sources to gain effective results by
evaluating performance of an individual and organisation. With the help of communication an
organisation can deliver right kind of message and information to right people and it helps in
bring harmony in activities of an organisation (Ross, 2017). In case of Hotel Hilton they apply
an chain of communication in which orders and information passes by an structure so that
effective results should be achieve. On other hand record keeping helps to protect business and
measure their performance and give maximise profit to organisation and records are the source
documents both physical and electronic that collect transactions dates and time. In Hotel Hilton
they record every information for future safety.
4.3 Follow guidelines on the stages of staff consultation necessary for effective implementation
of a quality scheme.
Staff members are very much important to produce products and services in better way
that depends on their quality work (Uhl and Gollenia, 2016). From the planning stage to after
sales services consultation of employees are very much important for effective implementation
of quality scheme in an organisation. For quality scheme workforce planning should be changed
so that effective results should be accomplish in better manner. In that case organisation have to
communicate with their employees so that they can exchange views and opinions to bring reform

in products and services so that harmony should be bring in activities of Hotel Hilton. For
success of an organisation effective communication and consultation are very much crucial that
should be encouraged at every level of an organisation to bring harmony in works and activities
to lead in market. In case of Hotel Hilton they take necessary suggestions from their staff
members and communicate with them so that they can feel motivated and give their best in
organisational growth and enhancement.
4.4 Propose new systems or modifications to existing systems that could improve service quality.
The quality standards and policies are very much crucial for an organisation to determine
each and every aspect to lead in market. These quality standards and policies changes as the new
trends and consumer perceptions changes (.Porter and Tanner, 2012..). In that case organisation
have to focus on bring continuous improvement in their products and services so that quality
should be maintained in proper way. In case of Hotel Hilton as per the needs and wants of
consumers bring changes in their system that helps in cover cost that sometimes very much while
deal in competitive market place. In that aspect organisation have to bring harmony in works and
activities to lead as per the market requirement so that necessary reforms should be implement in
an organisation.
CONCLUSION
From the above report it has been concluded that Quality plays very major role in
organisation growth and enhancement. For an organisation there are various various tools that
helps in maintain quality that give satisfaction level to employees and to maintain best quality
organisation have to bring continuous improvement in their products and services so that best
products should be developed. To give best products and services organisation add values in
products by save time, cost and quality and then measure quality of products so that harmony
should be maintained. To know the taste and preferences of consumers various kinds of surveys
plays major role so that best products should be developed.

REFERENCES
Books and journals:
Akgün, A.E.,and et.al ., 2014. The mediator role of learning capability and business
innovativeness between total quality management and financial
performance. International Journal of Production Research. 52(3). pp.888-901.
Chang, J.F., 2016. Business process management systems: strategy and implementation.
Auerbach Publications.
Gimenez-Espin, J.A., Jiménez-Jiménez, D. and Martínez-Costa, M., 2013. Organizational
culture for total quality management. Total Quality Management & Business
Excellence. 24(5-6). pp.678-692.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Jeston, J., 2014. Business process management. Routledge.
Kim, D.Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management
practices and innovation. Journal of operations management. 30(4). pp.295-315.
Kuei, C.H. and Lu, M.H., 2013. Integrating quality management principles into sustainability
management. Total Quality Management & Business Excellence. 24(1-2). pp.62-78.
Madu, C.N. ed., 2012. Handbook of total quality management. Springer Science & Business
Media.
Noe, R.A., and et.al ., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Porter, L. and Tanner, S., 2012. Assessing business excellence. Routledge.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Uhl, A. and Gollenia, L.A. eds., 2016. A handbook of business transformation management
methodology. Routledge.
Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation
and hotel performance: The moderating effects of external environmental
factors. International Journal of Hospitality Management. 31(1). pp.119-129.
Zink, K.J., 2012. Total Quality Management as a holistic management concept: the European
model for business excellence. Springer Science & Business Media.
Online:
Business Quality Management: TQM & Improving Business Quality 2018 [Online] Available
through<https://www.morebusiness.com/managing-quality/>.