logo

Quality Management in Business- PDF

   

Added on  2020-10-22

12 Pages4087 Words84 Views
Quality Management inBusiness

Table of ContentsInformation about the organisation..................................................................................................3INTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................41.1 Discuss definitions of quality in terms of business and service provision............................41.2 Illustrate the process of inspection and assurance.................................................................41.3 Discuss a range of approaches to quality management.........................................................51.4 Explain the similarities and differences between the different methods...............................5TASK 2............................................................................................................................................62.1 Discuss what is meant by customer satisfaction...................................................................62.2 Explain the meaning of continuous improvement................................................................62.3 Illustrate the types of added values to be gained...................................................................72.4 Describe the types of information made available to customers and the importance givento effective marketing.................................................................................................................7TASK 3............................................................................................................................................83.1 Explain how quality management can be measured.............................................................83.3 List methods of consultation employed in one quality scheme to encourage participationby under-represented groups.......................................................................................................93.4 Identify the value of complaints procedures and analyse how they may be used to improvequality..........................................................................................................................................9TASK 4..........................................................................................................................................104.1 Report on the role of self-assessment in order to determine an organisation’s current statusof health.....................................................................................................................................104.2 Evaluate the importance of communication and record keeping........................................104.3 Follow guidelines on the stages of staff consultation necessary for effectiveimplementation of a quality scheme.........................................................................................10

4.4 Propose new systems or modifications to existing systems that could improve servicequality........................................................................................................................................11CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12INFORMATION ABOUT THE ORGANISATIONThis report is based on Hotel Hilton which is an global brand name by providing fullfledged services in hotels and resorts under the flagship of American international hospitalityservices. That organisation founded by Conrad Hilton. It presently 570 hotels and resortsproperties in approximately 85 countries across six continents. Their target market are businessand leisure travellers in major city centres, airport and conventional centres and at popularlocation in the whole world. Its headquarter situated in Virginia and in its product portfolioincludes large no. of amenities. In their main amenities includes facilitates regardingaccommodation, lodging and food services with many more that give delighted experience toconsumer base. Hotel Hilton and their participants in Hilton honours, held loyalty guestprograms in which members directly book with the owned channels. They give discounts andamenities such as Wi-Fi facilities, digital check in and check out with keyless entry andaccessibility to the mobile apps that helps in giving delighted experience to consumer base. Theirfacilitates that they provide to their consumers are very rare and give delighted experience to theconsumer.INTRODUCTIONQuality management is an act of controlling and overseeing major works and activitiesneed to maintain a desired level of services to get excellence level. In quality managementincludes policies, building and creating quality related planning and implementation to give bestservices to end consumers. It is also known as total quality management which emphasis on thelong term goals to implement short term initiatives. This report is based on the Hotel Hiltonwhich is an global brand of full services hotels and resorts and deals under flag of Americanmultinational hospitality company. This report is based on role and importance of quality inbusiness and services with quality assurance. It also includes consumer satisfaction in a serviceenvironment 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 selfassessment to evaluate current status in terms of services.TASK 11.1 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 byhigh quality that helps to bring competitiveness in marketplace.As per the view of R. Khera (Business Quality Management: TQM & Improving BusinessQuality 2018), to control quality of products and services organisation have to evaluate needsand wants of consumers in effective way because consumer is the king. As the living standard improve quality of goods and services also improve. The bestquality is treated as an key concept to improve sales as well as marketing tool to enlarge businessopportunities in better way (Akgün and et.al ., 2014.). Generally the quality of products and inservice provision refers to the degree to that product and services meet with the expectation of anconsumer. In case of Hotel Hilton they provide good services to their consumer base so that theyget delighted experience from them and rapidly enhance their sales ratio.Quality is an perceptual concept, conditional and subjective attribute and related with the specificfunction or object. As the change in time quality also reflect towards the after sales services inwhich 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 qualityproducts and services to consumer base. For that organisation have to follow some steps that areas follows:Quality planning:It is an initial step by which an organisation evaluate standards by which standards ofquality should be measured in proper way. It helps in identification of policies, standards anddescription 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 andpresent situation by using benchmarking, flow charts and design experiment method. In case of

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Marketing of Services Service Experience Report
|9
|2648
|327

Assignment: Quality Management in Business
|16
|4233
|144

Contemporary Hospitality Management : Assignment
|17
|5927
|78

Managing Innovation in Business - Hilton
|12
|3026
|349

Quality Management in Hilton Hotel
|8
|2245
|46

Managing Accommodation Services in the Hospitality Industry
|21
|867
|81