Quality Management in Business

This presentation discusses the concept of quality management in business, focusing on the case of Rose and Crown hotel. It covers topics such as customer satisfaction, continuous improvement, measuring quality management, consultation methods, and ways to improve service quality. The importance of communication and record keeping is also highlighted. The presentation provides valuable insights for front house managers and anyone interested in quality management.

Quality management in business
Task – 2

INTRODUCTION
In the current case, Rose and Crown hotel is facing problem related to
quality management. As a Front House manager processes related to
continuous improvement and various approaches to measure quality
management will be discussed. Importance of communication will be
discussed along with new system to improve the service quality in the
hotel will be discussed.

TABLE OF CONTENTS
2.1 customer satisfaction
2.2 Meaning of continuous improvement
2.3 Process of continuous improvement
2.4 Types of information given to customers and the importance given to effective
marketing
3.1 Explaining how quality management is measured
3.2 Benefit of user and non-user surveys in determining customer needs
3.3 Methods of consultation employed in quality scheme
3.4 Value of complaints procedures and ways they can be used to improve quality

TABLE OF CONTENTS
4.1 Role of self -assessment in identifying current state of health of
the firm
4.2 Importance of communication and record keeping
4.3 Ways of following guidelines on the stages of staff consultation
for effective execution of a quality scheme
4.4. Modifications to existing systems for improving service quality
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2.1 Customer Satisfaction
 Measure of compliance of feature of the products and services
 High level of satisfaction, higher sales and profits
 Customer satisfaction results in positive feedback about the firm

2.2 Meaning of continuous improvement
 Set of activities being adopted to improve various aspects of the firm
 Helps in improving the performance of the firm continuously
 If the product’s quality is high, it will lead in increasing the popularity
and reputation of the company

2.3 Process of continuous improvement for
demonstrating the type of added values to be
gained
With the continuous improvement process, the Rose and Crown hotel
will improve training and development system for the employees. This
will allow the continuous improvement activity to determine the
opportunities of training programs that will enhance a specified set of
skill of the workers to a new level. After executing the plan, the workers
of the hotel will gain a whole new set of skills (Nanda, 2005). The
added value which the hotel will gain are increased benefits of costs of
processes, reduction in the costs, increased customer loyalty, brand
image, more profits and higher satisfaction of the employees.

2.4 Types of information given to customers
and the importance given to effective
marketing
 Location details of the retailers
 Operating times of those retailers
 Comparative price list of various geographic location
 Promotional activities and offers related to the products
 Past performance of the hotel
 Corporate Social activities conducted by the hotel

Continued…
Importance of effective marketing
Strategies related to Effective marketing will allow all these
information to be communicated to the appropriate customers
effectively and helps in building a reputation of the firm. If
marketing strategies are implemented than the Rose and Crown
hotel will be able to determine, anticipate and satisfy the needs of
the customers in a specified market at a right time. Further, effective
marketing allows the firm to stay responsive to the alterations taking
place in the market and helps in maintaining a competitive edge
over the firms in the market.

3.1 Explaining how quality management is
measured
 Customer satisfaction surveys
 Opinion polls
 Sales and profit figures
 Questionnaires

3.2 Benefit of user and non-user surveys in
determining customer needs
 User surveys – Firm can comprehend the things that customers finds
good in the corresponding products with this survey. In addition to
this, this type of survey also support the firm in understanding
possible advantage one product has over other rival product in the
intellect of the customers.

Continued…
 Non-user surveys – This type of surveys helps the firm in
understanding the buying behaviour of the non-users. With this,
the firm can identify the alterations required in the product so that
they can attract large base of customers which are not currently
satisfied with the product.

3.3 Methods of consultation employed in
quality scheme
Those firms who have quality system in place, consults their staff members for
key business decision making and issues related with the employees. Through
this, the workers of the firm feel motivated and involved in the business
function. The final decision is in the hands of the management. However, the
opinions of the workers might influence the decision making process of the
company. There are various methods available to have consultation with the
employees in the quality scheme and these are as follows:
Conducting surveys
One to one interview
Opinion poll
Assigning a creativity manager

3.4 Value of complaints procedures and ways
they can be used to improve quality
Talking in regards with the complaint procedure, it is that method which is implemented in
the firm to ensure that the workers will always follow a way to report any unethical or unfair
actions emerging in the firm. Such type of procedure is stated in the documentation being
offered to the workers at the time of joining the company. The workers are being regarded as
a vital part of the firm. For the purpose of having clear and accurate communication amid
the superiors and employees, there are several complaint and feedback procedures being
established in the firm (Anderson, Cha and Bryant, 2006). These procedures are
communicated to the workers during their induction program and this allows them to register
the issues being pointed by the staff members. Further, the complaints reveals the
significance as well as benefits if resolving that issue. If the issue is genuine than the top
level management takes suitable actions against that issue. Through this, the quality in the
workplace is maintained and managed. The last step in this process is the feedback of the
employees on the action and this depicts the success of execution of the plan.

4.1 Role of self -assessment in identifying
current state of health of the firm
The Rose and Crown hotel is losing its sales and profits due to increasing
complaints of the customers about the quality. Further, there is high rate of
employee turnover and is becoming difficult for the hotel to recruit suitable
employees. Seeking help from the self-assessment, the firm will be able to
assess the present status of their business functions in the market. There are
mainly four kinds of self-assessment i.e. subjective, judgmental,
benchmarking and comparison method. The outcomes from these methods of
self-assessment helps the managers of the hotel to make modification in the
processes so as to make it more accurate and efficient (Grönroos, 2004). As a
Front House Manager of Rose and Crown Hotel, I am required to assess the
present status of quality of the services being offered by the hotel and the
success of quality management system. This will entails the reason behind the
loss of profit and sales of the hotel.

4.2 Importance of communication and record
keeping
Importance of communication
 Effective communication amid the employees of the hotel and customers
helps in building positive and strong relationship
 Communication between the employees can create a good working
environment
 Workers will be confident, secure and motivated
 Helps the management of the Rose and Crown hotel to convey their
feelings to their workers
 With this the problems and issues of the customers can be resolved
 Helps in increasing the popularity and demand of the hotel

Continued…
Importance of record keeping
 Documents related to check-ins, check-outs, transaction,
inventory management and many other can be recoded easily
 This information can be used to determine market opportunities
 Needs of the customers can be analysed
 Comparison of profits and gross income can be done

4.3 Ways of following guidelines on the
stages of staff consultation for effective
execution of a quality scheme
Including the opinion of the employees in the key processes can make the
employees feel motivated and secure and involved. With this, the workers
also gets educated in relation with different activities being performed by the
hotel. There are different methods of employee consultation like interviews,
questionnaires and group discussions. Further, there are some guidelines
being implemented by the firm for staff consultation. It is obligatory that
before consulting a staff, c consultation plan should be created including
many vital factors like purpose of discussion, timeline, methods to evaluate
data, tools used for collecting information, target of discussion etc. The
quality of the processes will be controlled in the hotel if there is effective
consultation plan in place.

4.4. Modifications to existing systems for
improving service quality
The services being offered by the Rose and Crown Hotel needs
improvements in several areas. The very first thing that needs to be
modify in the hotel is their communication procedure and guidelines. The
communication amid the workers and clients’ needs to be enhanced in
such as a manner that there is high level of satisfaction among the
customers. Furthermore, the quality management system of the hotel
needs to be changed. The design should be altered in such a way that it
makes sure high quality of products and services is being offered by the
hotel. In addition to this, some cost cutting techniques should be used in
different processes which will not influence the quality of the services
offered by Rose and Crown Hotel.

References
 Anderson, E.W., Cha, J. and Bryant, B.E., 2006. The American
customer satisfaction index: Nature, purpose, and findings. Journal of
marketing, 60(4).
 Badri, M.A., Davis, D. and Davis, D., 2005. A study of measuring the
critical factors of quality management. International Journal of
Quality & Reliability Management, 12(2), pp.36-53.
 Grönroos, C., 2004. A service quality model and its marketing
implications. European Journal of marketing, 18(4), pp.36-44.

Thank You