Quality Management in Business

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
01/10
/18

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