Quality Management in Healthcare

This assignment delves into quality management within healthcare organizations. It examines various frameworks and methodologies used to assess and improve the health of healthcare institutions. The focus is on understanding how these systems contribute to enhancing patient care and overall organizational excellence.

Quality Management
in Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Define quality of business and service provision..................................................................1
1.2 Role of quality control and assurance in inspection and assurance procedure.....................2
1.3 Explain range of approaches which can taken for improving quality management.............3
1.4 Similarities and differences between the different methods.................................................4
TASK 2............................................................................................................................................6
2.1 Discussion of customer satisfaction......................................................................................6
2.2 Explain continuous improvement.........................................................................................7
2.3 Usage of continuous improvement process to illustrate type of value added to be gained...8
2.4 Types of information will available to customers and importance given to effective
marketing.....................................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality management ensure the organisation, goods or service which is consistent. It
includes quality planning, quality control, quality assurance and quality improvement. Quality
management is mainly concentrate on products and quality of services and also they need to
achieve all goals and targets in proper manner. This will play an important role which are
required for desired level of excellence. It involves determining quality policy, implementing and
creating quality assurance and planning for more improvement. The report is based on Rose and
Crown hotel which is three star hospitality industry and it is located on the outskirts of city in the
Midlands (Ahmad and et. al., 2014). They are render different facilities and services to their
guests and also fulfil their all major requirements and demands. The main purpose of this report
is to understand the role of quality control assurance in inspection and assurance process within
the enterprise quality management.
TASK 1
1.1 Define quality of business and service provision
In the context of business and services provision of product quality or services define to
the perception of level by which various products and services can reach with the customer
anticipation. Quality concept is related to delivery the goods and services to the segmented
customers of the business. Quality mainly depend on accomplishing the desired buyers
satisfaction level and provide them potential products and services. According to the scenario,
Rose and Crown which is an independent three star hotel and there are around 100 bedroom in
this hotel. In current time period, there are various issues which are faced by hotel such as
decline in sales, increasing customers complaints, staff turnover is higher, low level in employee
morale, etc. An organisation can face different quality issues where low efficiency can be
attained for desired setting (Akdere, 2011). Quality is that aspect by which firm can analyse how
they will meet with desired needs and demand of their customers in proper manner. The main
motive of quality management in business where customers are extremely accented with
competent goods and services. Quality can be outlined for measuring quality and state of being
free from all major imperfection. This will became main objective of such business so it help
company for gaining benefits in proper manner.
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On the other hand, quality play an essential role in developing organisation for getting
success and opportunities which can be motivated. An organisation has been managing various
quality factors by using different techniques and methods which help in taking top position in
business at large market place. Quality control tool are essential for managing any sorting
process and this can help in increasing the efficiency of the business products and services of
Rose and Crown hotel (Becker, Kugeler and Rosemann, 2013). The firm have adequate amount
of information regarding standard quality and provision according to quality standard and
benchmarks. When business organisation find out any type of issues and errors in quality of
effective goods and services then this will make correct changes according to the determine
standard quality.
1.2 Role of quality control and assurance in inspection and assurance procedure
There are various procedures which are used in inspection and assurance of quality.
These are described as follows:
 Quality planning- This is that process which require to determine how to satisfy specific
standard quality for identifying the quality standard for particular products and services
which manufacture within an organisation. It assist in identifying the product description,
policies, standards etc. Then also verify the current quality levels and need to discover the
difference between the recognised standard quality and current situation so it includes
cost benefit analysis, flowcharts, benchmarking and developing experiment techniques.
In this last phase, it assist in establishing management quality planning, checklists and
input with other procedures in appropriate manner.
 Quality assurance- It is that process where regular entire production performance has
been evaluated and it make sure the production agreement in the context of quality
standard. Quality assurance help in smoothly run the functions and activities of Rose and
crown (Dahlgaard, Pettersen and Dahlgaard-Park, 2011). The most effective and efficient
manager live up with their true desires if the product quality and services does not seen as
critically establishment of success and growth. For measuring whole manufactured
performance quality planning methods, techniques and quality audits can be used.
 Quality control- The goods and services are supervised for determining if they are related
to quality standard and also removing the miserable performance of the production
method for identifying the mode. After monitoring, then identifying the poor
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performance of manufacture procedures for controlling the quality methods of
examination, control graphs, flow diagrams, statistical sampling, pareto diagrams and
trend analysis that are used (Goetsch and Davis, 2014). After recognising the problem
improvement can be done by changing plan, dining rework etc.
 Quality management- Quality improvement programmes can be executed within an
organisation for managing and maintaining the particular quality standard in this process.
It includes training, planning, accounting, field testing etc. are managed in all phase of
manufactured procedure among the employees who mainly works in the firm.
Rose and crown hotel staff members complaints about lack of consultation, lack of
recognition or rewards, poor internal communication between departments, lack of development
and making effective decisions. So all these process are useful for maintaining quality standard
of each and every things in proper manner. As a front House manager, there are some ideas and
thoughts for improving different situation and condition. They have very sufficient fund for
product development within the hospitality industry.
1.3 Explain range of approaches which can taken for improving quality management
There are three major approaches of quality management method which can be
implemented in terms of contact centre administration firm and such are lean tool, quality circle
and Kaizen. Along with this, the value of poor quality represent one of the leading quality
management approaches which involves three factors that are quality planning, controlling and
improvement. There are different approaches of quality management such as Crosby approach.
Some similarities and differences in their approaches that can be described as follows: Crosby – Crosby has been emphasizing on diversify principles that can be used for the
motive of augmenting the quality factors in Rose and crown hotel business processing in
effective manner. Generally, the production unit has been using such approach by
evaluating various quality standards so this will meet the actual standard of quality in
proper manner (Holschbach and Hofmann, 2011). There are various major absolute
quality management which is essential for conformity and help in positioning with
customers needs and wants. Juran's approach for quality controlling - This approach emphasised with mainly three
factors that are necessary for Rose and crown hotel for carry out into different practices.
Quality planning includes developing awareness for improving the service provision and
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management commitment which needed most. Quality control process required to be
bring out for testing products and services according to their standard quality of the
business. Another important elements is quality improvement that is constant pursuance
towards perfect state position. Deming's philosophy of TQM - According to this approach, Rose and crown should
developing and maintaining quality goods and services as per their needs and demands of
customers so this will reducing the waste attributes and at the same time this can
enhancing the quality elements along with restricted allotment of resources on different
procedures (Kuei and Lu, 2013).
 Compliance model - This model is highly committed with quality confidence and
continuous betterment within consequent business sector. The main aim of this approach
is to create business venture realise the requirement of quality assurance for their
customers.
These all above approaches are can be used by Rose and crown hotel for maintaining and
managing the quality of services and facilities which they are provided to their guests. So
manager need to adopt policies, strategies and process for effectively function the system of
management. The hotel can use such approaches and models which is highly gain profitability
and productivity in proper manner.
1.4 Similarities and differences between the different methods
All the approaches of quality management are different each other, so all works are doing
for same motives which is control quality factors and components. There are mainly three
experts which have stated quality approaches which are quite important from different grounds.
The work significantly impacted such organisation and this result assist in driving customer
satisfaction, employee satisfaction and better relationship with management suppliers. The
approach provided by Crosby which is based on different principles who help in managing
quality factors in proper manner and it also helpful for increasing customers base (Madu, 2012).
The major approach of Juran have accented on controlling, designing and transformation of
choice features which is rather assorted to Deming's approach of standard quality. Quality
planning is necessary for each stage so that Rose and crown can statement value of service
provision and it is also essential in terms of facilitate different alteration in the business
operations and its functions.
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All the above approaches are useful for diverse motives which help business in increasing
quality standard and deliver eminent services of the customers in effective manner. It has been
stated that Total Quality management is one of the leading method which assist in producing
business for zero defect goods for optimum delivery of customer facilities or services. This will
assist in increasing capability of services of the business concern and as per this outcome,
business services can be differ from other competitors or challengers. All major approaches are
useful for distinguished various products and it help in defining the organisation procedures or
process in proper manner (Malik and Blumenfeld, 2012). The founders of such approaches has
been stated that quality management process can be basis on delivered services through the
business ventures. Crosby is the useful method for Rose and crown hotel which help business for
gaining attention of large number of customers from different information in appropriate basis.
Similarities:
All such quality policies are based on specific standard quality of the products and
services. For example, quality planning and quality control schemes which are taking corrective
actions for minimising poor performance of the manufacturing process at the time, quality
assurance and control measure the current quality levels of the firm and make effective decisions
which is required. Quality will always change within total quality management and control
quality of products and services.
Differences:
The previous planning level are ascertained on the basis of quality designing strategy.
Quality assurance policy considered about different level of quality assurance. The main target of
quality control scheme is to make continuous improvement of performance quality exercises. On
the other hand, total quality management can implementing quality programmes if it is using or
non using stages of production procedures.
Quality management
approaches
Similarities Differences
W. Edwards Deming Statistical procedure for
control quality which is
described in all approaches.
Quality can be determined by
system which is mainly focus
on continuous improvement
and customer orientation.
There is no best quality of
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costs and its main structure
explained.
Joseph M Juran All the approaches provides
significance for team working
for achieving quality standard.
It supply importance to
maintain human relation and
quality is not considered as
independent but there are
optimal cost of each quality.
Kaoru ishikawa All major approaches provide
effective quality assurance and
control alternatives which can
help in gaining advantages in
competitive market place.
The quality is based on
company quality control and
introduce various tools and
techniques such as pareto
histogram, trend analysis.
TASK 2
2.1 Discussion of customer satisfaction
The customer satisfaction is one of the most important people for the business and service
firm. Such companies can satisfy the customers requirements in that way for manufacturing and
providing quality products and services. An organisation presence totally depend on customer
satisfaction in proper manner (Psomas, 2013). The product and service should be valued as their
price paid by customers or buyers. They are mainly attracting towards innovative and best
quality goods and services.
Customer satisfaction define as that level by which customer are satisfied and happy with
Rose and crown hotel with specific goods and services are provided by business. An organisation
is based on effective goods and services so customers have fair idea regarding spending large
amount of money. With the help of marketing, idea which promoted the providers expectation
has been formed. If buyers purchase innovative goods and facilities which make them feel
especial so they are most like to acknowledge the products and services. Customers satisfaction
can be occurs at the time when their satisfaction can be evaluated and measured by examining
different tools and techniques in proper manner and also use questionnaire.
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Rose and crown need to purchase the similar products and services after consuming
which define the customers who are satisfied and goods and services represent the best and
effective quality of services. This can enhancing the confidence of customers for getting new
services or facilities by hotel (Tarí, 2011). Because of this concern of best quality, some trade
marks are very famous.
Customer satisfaction can be define as that term which can be used for evaluating and
measuring quality and its major advantages of specific goods and services for meet with
customers preferences and anticipation in proper manner. The level of customer satisfaction can
be achieved by the firm as it can carry out effective success and gain profitability within an
organisation. The customer satisfaction is higher which can increasing growth of an organisation.
An enterprise can achieving higher level of customer satisfaction towards getting best quality
products and services. For such organisation like Rose and crown can initially stick on the
standard quality and specially look forward by the legal actions. It can mainly concentrate on
requirement and needs of customers and also analyse their demand regarding their quality.
2.2 Explain continuous improvement
Continuous improvement in business can be define as ongoing and continuous efforts for
taken by management or administration of an enterprise so it will help in improving the quality
and the efficiency of goods and services which they are provided. Continuous improvement can
gain success and most of the loyal customers for the firm. In the case of Rose and crown which is
hospitality industry and they mainly focus on constant betterment of effective goods and
facilities that are required. There are some technological alteration which happen in this sector.
This will assist in accomplishing competitive benefit for adopting advanced technology. The
regular improvement can help in gaining large number of customer satisfaction in proper
manner. This concept is widely implemented in most of the business concern. In rose and crown
hotel, the Kaizen concept is executed. There are some points which can be identified such as
participation of employees in the firm activities and functions. It applies the wide organisation
quality principles that can support the Kaizen concept.
Continuous improvement is that factor where an organisation manages its quality services
or facilities in proper manner (Wang, Chen and Chen, 2012). In united kingdom, most of the firm
can considered quality management whose main aim for remaining at large market place. Rose
and crown has been emphasised on doing continuous improvement so customer can help in
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gaining effective functions and services. It is useful in retaining large number of buyers for long
time period. For managing quality improvement procedures, it is necessary for hotel is to
conduct effective inspection so the major areas can be established for doing necessary changes.
With the help of this concept, Rose and crown hotel are capable for surviving in the large market
place, as the result, the business has gain huge amount of market share. It can be observed that
organisation find out major requirements methods in which process of business can be measured
or evaluated with the assistance of level of imperfection (Wheelen and Hunger, 2011). An
employee can produce units which are compounded for different kind of training and
employment programmes so it can deliver eminent services of particular services or facilities in
proper manner.
2.3 Usage of continuous improvement process to illustrate type of value added to be gained
Value added is the process where business add various new components in service
provision so customers can be retain and gain profitability factors that can be sustained in
effective manner. For adding such value in the business organisation, workers has been play an
essential role in managing and maintaining organisation ability and capability in proper way.
This is the procedure of continuous improvement which assist Rose and crown for managing
service provision and at the same time, this will add large value to the specific business
organisation. There are various procedures with the help of value of effective business that can
be increased. The business has allocating different resources in correct manner so extra cost of
business operation can be maintained and managed in effective way. It is also necessary for
concern organisation is to supervise and monitor employees performance on the daily basis so
wastage of resources can be reduced. Customers as well as employees of hotel have capability
for increasing business value by contributing major factors of success and growth. For that
motive, organisation has been add various system for increasing customer satisfaction and make
loyalty of customers which help in encouraging position of hotel at large market place.
There are various types of value added that require to be gained for an enterprise. These are as
under: Quality added value- Basically, it provide suitability, simple or easy in usage and other
desirable features which are valued by customers (Yang, Hong and Modi, 2011). Good
quality food with minerals and nutriment is effective example of quality added value. For
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example, Hilton hotel provide high quality based services to their customers in
comparison with Dorchester hotel which is situated in Park lane. Environmental added value- There is emphasised for protecting environment. For such
reason, employs system or methods does not harm the surrounding or it is less dangerous
rather than used in common manner. Example, Hilton make those products which are
suitable for specific environment and focus on best quality based products and on the
other hand, Dorchester hotel does not mainly produce hygienic food items it may be
impact on environment. Cause related added value- It is social marketing strategy. The business donate some of
their income or revenue to such reason (Quality management. 2018). For example, Hilton
hotel can contribute to educational facilities for poor children by donating accurate share
of income from particular transaction in compare with other Dorchester hotel.
 Cultural added value- It is other type of marketing strategy. The production method
system are used which involves cultural factors and reach with the desired needs and
demand of cultural teams or units. For example, Hilton hotel will conduct cultural
programmes in their place so customers attracts towards them in comparison with
Dorchester hospitality sector can not offer such type of things.
2.4 Types of information will available to customers and importance given to effective marketing
Marketing play an important role in managing and maintaining customers attention so it
is that activity by which products can be promoted and advertised in different large market place.
Customers are provided different types of substitutes and by this result, changes can be adopted.
It is necessary for Rose and crown hotel is to provided all kind of data and information t the
customers that are related to place, value, beneficial factors. This can be observed that price is
the major factor which directly affect on mindset of customer and they will change their
purchasing decisions. The cited firm has been emphasised on different pricing factors so it help
in persuasive goods and services and business can carry out reasonable facilities for their
customers. Customers seems to be make changes in their mind attitude if they are providing
publicity and other promotional factors.
With the help of marketing activities, Rose and crown can acquire competitive advantage
and long term sustainability manner. It can be concluded where different market activities can
help business in effectively at large market place. For cited organisation marketing is effective
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method for communicating the accurate information as per quality and specification for their
customers. Such kind of marketing will play an essential role for generating positive point of
view of customers (Zu and Kaynak, 2012). For giving quality assurance, this assist in making
credibility of specific goods which is important for the firm to use effective marketing techniques
and methods. The quality information of customers can measure the quality of specific products
and services. Some of the major types of communication information where an enterprise gain
large number of customers by using different marketing activities and functions that includes
telephone number, wed address, email address etc. and they can share pricing details and
information which can be useful for the particular customers which price is compared with other
rivals. The advertised and promotional offers will be disclosed with their buyers in proper
manner. For example, Rose and crown hotel will adopt various marketing activities which help
in attracting large number of customers towards their innovative and creative products and
services. There are different sources which is used by company such as Facebook, Instagram,
you tube, sites etc., it will assist in making credibility and innovative products for doing effective
marketing activities. So all these marketing factors help in getting accurate success and growth
for an organisation.
CONCLUSION
As per the above report it can analysed that Quality management assure the organisation,
goods or service which is consistent. It includes quality planning, quality control, quality
assurance and quality improvement. Quality concept is related to delivery the goods and services
to the segmented customers of the business. There are three major approaches of quality
management method which can be enforced in terms of contact centre management firm and
such are thin implement, quality circle and Kaizen. All the approaches of quality management
are different each other, so all works are doing for same motives which is control quality factors
and components. Customer satisfaction define as that level by which customer are satisfied and
happy with Rose and crown hotel with specific goods and services are provided by business.
Continuous improvement in business can be determine as ongoing and continuous efforts for
taken by management or administration of an enterprise.
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REFERENCES
Books and journals
Ahmad, M.F. And et. al., 2014. Moderating effect of asean free trade agreement between Total
Quality Management and business performance. Procedia-Social and Behavioral
Sciences. 129. pp.244-249.
Akdere, M., 2011. An analysis of decision-making process in organizations: Implications for
quality management and systematic practice. Total Quality Management & Business
Excellence. 22(12). pp.1317-1330.
Becker, J., Kugeler, M. and Rosemann, M. eds., 2013. Process management: a guide for the
design of business processes. Springer Science & Business Media.
Dahlgaard, J. J., Pettersen, J. and Dahlgaard-Park, S. M., 2011. Quality and lean health care: A
system for assessing and improving the health of healthcare organisations. Total Quality
Management & Business Excellence. 22(6). pp.673-689.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Holschbach, E. and Hofmann, E., 2011. Exploring quality management for business services
from a buyer's perspective using multiple case study evidence. International Journal of
Operations & Production Management. 31(6). pp.648-685.
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.
Malik, A. and Blumenfeld, S., 2012. Six Sigma, quality management systems and the
development of organisational learning capability: Evidence from four business process
outsourcing organisations in India. International Journal of Quality & Reliability
Management. 29(1). pp.71-91.
Psomas, E. L., 2013. The effectiveness of the ISO 9001 quality management system in service
companies. Total quality management & business excellence. 24(7-8). pp.769-781.
Tarí, J. J., 2011. Research into quality management and social responsibility. Journal of Business
Ethics. 102(4). pp.623-638.
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.
Wheelen, T. L. and Hunger, J. D., 2011. Concepts in strategic management and business policy.
Pearson Education India.
Yang, M. G. M., Hong, P. and Modi, S. B., 2011. Impact of lean manufacturing and
environmental management on business performance: An empirical study of
manufacturing firms. International Journal of Production Economics. 129(2). pp.251-
261.
Zu, X. and Kaynak, H., 2012. An agency theory perspective on supply chain quality
management. International Journal of Operations & Production Management. 32(4).
pp.423-446.
Online
Quality management. 2018. [Online]. Available through: <https://bizfluent.com/about-5377881-
importance-quality-management.html>.
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