Quality Management in Business- Assignment

Quality Management in
Business

Table of Contents

INTRODUCTION
Quality management is the act of overseeing all kind of activities & tasks which have to
be needed to maintain a expected level of excellence. It includes kind of pro-founded
determination of the quality policies, creating and implementing quality planning, making
assurance, effective quality control and its improvement. It basically deal with situation, when
hotel suffering with an issue of lack of quality measurement in order to make customer reached
at the given point of time. This report will be carried on Novotel London city, which is a leading
4-star, 200 bedroom hotel located in the city of London. This hotel is well known for its
premium service along with customer retention.
Apart from this, report will be cover on understanding for role of quality control and
assurance, approaches which ca be taken to led improvement in quality management at higher
context. Also, an emphasizes will be given to discussion over similarities and differences among
various approaches.
TASK 1
1.1 Clear definitions of quality in terms of business and services provision
In context with business and service provision, quality of goods or services can be refer
to as degree of perception to which a product or service meets the customer experiences. Apart
from this, there is no specific meaning of quality, unless until it is related to specific functions or
any kind of object (Akgün and et. al, 2014). Quality is a degree of measurement, which is useful
for checking the suitability and durability of any tangible or intangible products or services. In
Novotel London city, practices over understanding of quality is necessary and curriculum for this
4 star to improve their services at the larger context (Chang, 2016.). As, there is not specific
definition of quality in hotel based context. Quality will assist Novotel city to check their
measurement in a development of strategic planning and strategic formulation to enhance quality
enrolment into an effective basis. But, quality measurement needs to be done along with its right
utilised for clear and profitable benefits of the Novotel London city. Definition of the Novotel
London city have greater opportunity to enhance their quality management with support of
techniques used in quality management and its definition in order to enhance its suitability for

longer period of time. It is prominent to use quality management in Novotel London city in order
to make flow of quality with productive measures.
1.2 Role of quality control and its assurance in inspection and assurance processes
It has become necessary to ensure over the quality, because this is basically used to
considers an actual condition with the requirements and to reports those results to the
management sector. In context with Novotel London city, Quality control and assurance are two
terms which are majorly used interchangeable. Quality role and assurance will enables Novotel
hotel to take effective decision making to improve their quality in terms of customer service or
keeping stock at the place. The role of quality control is to maintain the quality of hotel service
for customer perceptive and also know how & outlook. It is majorly a part of quality
management which deals with fulfilment of quality requirements. In hotel industry, quality
control would be suitable to check actual quality of services and quality assurance is important
for this hotel to put consent over the quality adopted to improve value's of the products or
services. In context with Novotel London city, quality control will be first stage, so that they will
analyse their quality improvement needs through strategic action planning and then ensure the
usage of quality assurance technique to check the adopted quality into the products or services
(Goetsch and Davis, 2014). In context with Novotel London city can use quality control such as
have a major control or regulation on bringing effective goods or service into a premises to have
fuller satisfaction of customer needs and wants from their optimised services. Quality standard
such as TQM, Six sigma etc., can be highly used to led development of services at an optimised
stage of time and also this can be take place to ensure effective quality regulation in business of
Novotel London city.
1.3 Discuss a range of approaches that can be taken to improve quality management
In order to improve the quality management, it is necessary to have discussion over
various approaches to improve quality management for Novotel London city are as follows:
Philosophies of quality management
There are various philosophies of quality management which are given by various known
scholars and authors. Two of these philosophies are as follows:
Edwards Deming: He was an American engineer, professor, statistician, lecturer, author,
and management consultant who provided his philosophy for improving the quality management
system of the organisation. His philosophy was that the organisations can improve the quality of

their products and services by utilising the several principles of the management. This can be
done by reducing the costs which also includes reduction of waste production, reducing staff
attrition and litigation while simultaneously increasing customer loyalty. The key of this
philosophy is that the organisations needs to practice constant improvement and needs to see the
manufacturing process as a whole, rather than as a system made up of different parts. His
philosophy was focused on PDCA model.
Philip Crosby: He was an author and businessman who contributed to management
theory and quality management practices. His philosophy states that the quality of the products
provided by a firm is the perfect conformance to the requirements of the customers. He provided
the 4 types of Absolutes of Quality Management. These 4 types of absolutes are as follows: The First Absolute: The definition of quality is conformance to requirements The Next Absolute: The system of quality is prevention The Third Absolute: The performance standard is zero defects
 The Final Absolute: The measurement of quality is the price of non-conformance
1.4 Explain the similarities and differences between the different methods
Similarities and differences between the two philosophies is as follows:
Edwards Deming Philip Crosby
Similarities This philosophy in used for
improving the quality of
products provided by the
businesses.
This theory is also used for
improving the quality of
products but based on the
requirements of customers.
Differences The major difference is that
this philosophy is based on the
PDCA model for improving
the quality of products.
The major difference is that
this philosophy is focused on
four Absolutes of Quality
Management for improving the
quality of products according
to needs of customers.

TASK 2
2.1 Provide a discussion of customer satisfaction.
Customer is one of important individual in organization and firms manufacture products
and services to fulfill requirements of consumers. Success of organization depends on
satisfaction level of consumers. In case of Novotel London city hotel they spend lot of money on
customer satisfaction by improving quality of products and services (Ross, 2017). Various other
factors such as voice of the customer which is necessary for enhancing customer satisfaction.
This is why, because customer satisfaction comes from actual wants and need which Hilton hotel
needs to be deliver to make services highly productive and responsive. Novotel hotel needs to
deliver their customer needs and wants through quality check and management to accomplish
desired results in a given period of time. Novotel hotel fulfills each and every wants of their
customer through an implementation of strategic planning or giving priority to management of
Novotel hotel to gain business competencies. Customer effective services commitment in return
from Novotel hotel to get actual value of their products or services for longer stage of time.
Factor such as customer feedback has become necessary to know what products and
services customer actually wants also, what are their expectation from Novotel hotel and also
accomplishment of desired products or services.
The Novotel hotel can use the concept of customer perspective and satisfaction for
improving the quality of their products and services provided to the customers. BY using this
concept, the company can take the views and opinions of their customers in order to enhance
their satisfaction by improving the quality of the services provided to customers. Through this
concept, the Novotel hotel can provide effective services to the customers as their views and
opinions are considered in providing the services to them. However, for using this concept, the
management needs to hire specific people having suitable communication and interpersonal
skills for taking the feedbacks, reviews and opinions of the customers which can increase the
cost for hotel.
2.2 Explain the meaning of continuous improvement.
Continuous improvement is an ongoing process by re examining and enhancement in
process with objective of reducing wastage and improve in quality of products and services
(Kuei and Lu, 2013). It focus on growth by incrementally improving in process, services and

production process. Also it helps in create an positive culture and environment in which every
employee can give their best in organizational development. It has many tools and techniques
that helps in reach at desirable goals and objectives such as six sigma, just in time, kaizen etc.
Concept of continuous improvement has become necessary to uphold and eliminate waste and
rework to save cost and time to enhance hotel's profitability and revenues. Also, it is necessary to
remove non-performance goods by doing systematic analysis of products or services to save cost
and time at a bigger level.
Novotel hotel can use the concept of continuous improvement for improving the standard
and quality of the services provided to the customers of hotel. BY using this concept, the hotel
can generate more ideas for continuously improving the services in order to enhance the
customers experience and satisfaction. Also the brand image of the company can improve by
following the concept of continuous improvements as company is investing in innovation for
enhancing the profitability. However, main issue of this concept is that the company has to
implement updated machines and systems for improving the quality which is money consuming
process for the hotel.
2.3 Use a process of continuous improvement to illustrate the type of added values to be gained.
There are some specified steps that helps in achieve goals and objectives by Improving
performance at each level that are as follows;
Identify improvement opportunity:
In that stage organization find out key areas in which improvements are necessary and
give key information to their subordinates and their contribution.
Analyze:
After communicate with subordinates organization have to analyze factors that require to
reach at desirable goals and objectives and contribution of each and every employee.
Take action:
After analysis management take suitable action on it so that they can reach at desirable
outcomes.
Study results:
In that next phrase they evaluate each and every aspect of results and find out loop falls
exist in production process. So each stage gives clarity in mission and objectives.
Standardize solution:

After analyzing problem Novotel London city hotel take appropriate action to reach at
desirable goals and objectives (Stark, 2015).
Plan for future:
In that aspect after analyzing each and every factor organization plan for future expansion
and expand their market share.
Value added to be gained by customer's in context of Novotel hotel:
To raise benefits: Value added in service industry is meant to raise benefit of customer's
at a larger proportionate. In context with Novotel hotel, this will helpful in raising in clear
advantage to customer.
Reduced costs: Value addition is necessary to decrease cost of generating services to the
customer and also value addition gained by customer's led to bringing strategic planning in the
Novotel hotel to reduce cost.
Reduced benefits and reduce cost: Value gained by the customer's are meant to
enhance services quality by increasing the cost, which is straight impact to profitability. Novotel
should bring benefits in order to reduce their overall cost.
Improved quality: Novotel has added quality improvement in their services proposition
by analyzing and understanding customer value and needs and then setup services in that
accordance.
Also, value added to be gained by an organization is simply resulted:
Reduced wastage: Value added to customer is necessary to know on what parameter,
waste can be removed and how this would results into the reduction of the cost.
Saving time: Value added will helpful in bringing required alteration in services
denomination, so that maximum time should be saved and time will save extra cost to be incur in
to the customer satisfaction.
Reducing need for supporting services: Value added to customer has become useful to
reduced support activities in fulfilling customer expectation. As, supporting activities needs an
increased, hence, it is important to reduce supporting services in order to save higher time and
cost.
The value added concept can be used by the Novotel hotel in improving the quality
management system of the hotel as the hotel can improve their services by adding some extra
value in the services which are provided to the customers for improving their experience. This

value can be in terms of unique features, discounts and complimentary items through which the
customer satisfaction can be guaranteed. However, the cost for the hotel will increase by using
this concept as for adding the values, company has to conduct market research so that proper
benefits can be provided to the customers.
2.4 Describe the types of information made available to customers and the importance given to
effective marketing.
To improve the performance level and improve quality organization have to give
important insights and knowledge about importance of improvement in firm. In addition to role
of an individual in giving their major contribution to reach at desirable outcomes. In that
knowledge about areas of improvement and tools and techniques use in that improvement with
training and development require to reach at goals (Sallis, 2014).
Opening times: This is most valuable information that must be available to customer for
their knowledge of when they need to arrive at the hotel and by what time, hotel will be closed.
Location: This is one of a valuable information, as it helps to provide location about hotel
which is necessary for customer to hold, if they wants to reach hotel in given period of time. It
needs to be specific and related to business location.
Price list: This information is useful to generate price of room and food facilities
available at this hotel. This information needs to be structure as per the requirement of revenue
generation.
Promotional Materials: This information is necessary for customer to informed them
about any kind of promotion running into business regulation and also attracting the major
customer at the higher point of role.
Reminding of customers: It includes SMS service available to customer's to know theiir
booking status, payment made, amount due and check-in out time.
Effective marketing is essential for the Novotel hotel in order to attract the customers in
an large number towards the hotel and its services. The company can provide the information
regarding the Opening times, Location, Price list, etc. to the customers through the marketing
methods or promotions. Through this information, the company can attract the potential
customers who are looking for the hotel in near by areas in order to enhance the sales and profit
of the company.

TASK 3 and 4
covered in PPT.
CONCLUSION
From the above report it has been concluded that quality of products and services is an
important aspect for an organization to remain always competitive into marketplace. There are
different measures to improve quality of products and services and participation of every
stakeholder plays important role in improving performance of works and procedures.
Organization have to at proper time rectify in their products and services by accessing needs and
preferences of consumers.

REFERENCES
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