Total Quality Management in Service Industries

This assignment delves into the concept of Total Quality Management (TQM) and its relevance to service industries. Students are tasked with analyzing the core principles of TQM, examining its application in various service sectors, and evaluating its effectiveness in enhancing customer satisfaction. The assignment encourages critical thinking, research, and the ability to synthesize information from provided texts and case studies.

Quality Management in Business

EXECUTIVE SUMMARY
Quality management in business is crucial because quality based products and services add value
to business and help to capture overall organizational goals. In the first section of this
assignment, manager of The Rose and Crown is an independent, 3 stars, 100 bedroom hotel
located on the outskirts of a city in the Midlands, with close links to the motorway which
currently facing low sales and low staffs performance that leads customers dissatisfaction. To
recover their performance they need to ensure quality in their overall services and staffs
performance. Manager can set up benchmark for measurement of quality of their services to
customers and can train their staffs to improve service quality. Then to understand the benefits of
quality management in a business and services context meaning of customer’s satisfaction and
the way organization can meet the satisfaction of their customers has been given in this
assignment. To understand a range of quality controls and how service to the customer can be
improved the ways manager of hotel or restaurant make customer’s survey along with no-users
survey and develop questionnaires has been incorporated in the third part of this assignment.
And lastly, to know the able to apply the principles of quality management to improve the
performance of an organization the ways manager of Holiday Inn’ London group of hotels make
self assessment test of their employees and importance of keeping reports and making
communication in their hotels has been incorporated along with proposing new or modify system
that could enhance their services quality.

TABLE OF CONTENTS
Introduction......................................................................................................................................1
Task 01.............................................................................................................................................1
LO1 Understanding the different approaches to quality management appropriate to commercial
operations.........................................................................................................................................1
1.1Definitions of quality in terms of business and services provision.........................................1
1.2 Role of quality control and quality assurance in inspection and assurance processes in
the organization’s quality management.......................................................................................2
1.3Range of approaches that can be taken to improve quality management...............................3
1.4 Similarities and differences between the different methods..................................................4
Task 2...............................................................................................................................................5
LO2 Understanding the benefits of quality management in a business and services context.........5
2.1 Meaning of Customers satisfaction........................................................................................5
2.2 Explanation of the meaning of continuous improvement......................................................6
2.3Illustration of the type of added values to be gained by using a process of continuous
improvement................................................................................................................................7
2.4 Description of the types of information made available to customers and the importance
given to effective marketing........................................................................................................8
Task 3...............................................................................................................................................9
LO3 Understanding a range of quality controls and how service to the customer can be improved
.........................................................................................................................................................9
3.1 Explanation of the way quality management can be measured.............................................9
3.2 Evaluation of the benefit of user and non-user surveys in determining customer needs.....10
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups...........................................................................................................11
3.4 Value of complaints procedures and analysis of the ways they may be used to improve
quality.........................................................................................................................................12
Task 04...........................................................................................................................................12
LO4 Able to apply the principles of quality management to improve the performance of an
organization...................................................................................................................................12
4.1 Role of self-assessment in order to determine an organisation’s current ‘state of health’. .12
4.2 Evaluation of the importance of communication and record keeping.................................13
4.3 The ways guidelines should be followed on the stages of staff consultation necessary for
effective implementation of a quality scheme...........................................................................14
4.4 New systems or modifications to existing systems that could improve service quality......15
Conclusion.....................................................................................................................................15
References......................................................................................................................................17

TABLE OF FIGURES
Figure 1: Continuous improvement process....................................................................................7

INTRODUCTION
In the very first part of this assignment to understand the different approaches to quality
management appropriate to commercial operations the meaning of quality in term business and
services incorporated along with Role of quality control and quality assurance in quality
management of an organization. After that range of approaches that can be taken to improve
quality management by an organization has been discussed along with similarities and different.
In the second section of this report meaning of customer’s satisfaction, continues improvement
strategies and necessary information that need to share with customers to add value has been
incorporated. In the third section, ways organization can measure quality in work and benefits of
analyzing users and non-users of products or services to determine customer’s satisfaction has
been incorporated. In the last section of this report importance of self assessment and ensuring
communication with record keeping has been incorporated. Quality management managers often
needs to share their information with higher authorities and develop & execute plan on staffs so
proper communication is very crucial in such case keeping records organization also can
compare present performance with the past performance.
TASK 01
LO1 UNDERSTANDING THE DIFFERENT APPROACHES TO QUALITY
MANAGEMENT APPROPRIATE TO COMMERCIAL OPERATIONS
1.1Definitions of quality in terms of business and services provision
Both for business products and services quality is very crucial to obtain satisfaction of
customers and ensure business reputation. Quality based products and services add value to
business and help to capture overall organizational goals. So, quality of products and services are
such perception that assists organization to capture value by ensuring expectations of customers
(John, 1992). On the basis of the quality of products and services that particular products
attractiveness to customers differ. High quality based products and services has higher
attractiveness and on the other hand low quality based products has lower attractiveness.
Over the different time the meaning of the quality in terms of the business and provision has
been developed American society for quality defines quality of products and services provision
is such thing that has ability to satisfy the needs of customers. Famous management writer peter
Drucker defines quality of products & services and describe that quality is no such thing that

suppliers add on products and services rather is such thing that customers gets and pay for that
particular product and service. ISO 9000 describe quality is such thing that has ability to fulfill
the requirements i.e. needs or expectation of customers (Iso.org, 2015).
As per the given case study Rose and Crown hotel is facing number of issues relevant to
the customers and employees. Customers were not satisfied with the hotel services. Along with
this, staff turnover was also very high. All these problems affect the sales revenue and brand
image of the hotel. So, for improving the service quality rose and Crown needs to focus on needs
and requirements of customers. Along with this, organization needs to provide services as per
their demands. Along with this, employees of the organization were not satisfied so, it also affect
the service quality. So, for improving performance of individuals Rose and Crown should
maintain appropriate communication with staff members and needs to develop competency
based reward, payment and incentive system. It will help in raising the level of motivation of
employees which will leads increment in overall performance of employees. Along with this,
Rose and Crown hotel should provide appropriate opportunity to employees for developing their
own career (Kim, Kim and Park, 2010). Involvement of employees in decision making process is
also one of the best way to encourage them to give their best performance which will also help in
improving service quality of the organization. In addition, Rose and Crown has very limited
resources such as human resources and no one wants to join this organization because of the high
employee turnover. So, hotel needs to allocate roles and responsibility to each personnel as per
their skills and knowledge. It will help in completing each task on time. Overall, above discussed
problems affect the overall performance of Rose and Crown, So, hotel needs to adopt all those
strategies which are recommended (John, 1992).
1.2 Role of quality control and quality assurance in inspection and assurance processes in the
organization’s quality management
Manager of Rose and Crown can use different processes that used in inspection and assurance of
the quality. Both quality control and quality assurance provide assurance the organizations
quality management. Some of that process that used in the inspection of assurance of quality is
given below.
So manager of the Rose & Crown hotel can apply quality planning that is such process that
assist to determine the customers satisfaction of products and services standard by identifying the
overall standard of products and services of an particular organization (Bell, 1994). As reported

in the scenario customers are not satisfied of the products & services of the Rose & Crown hotel.
By the quality planning manager can show to the owner their products policies overall products
standard and description of products and services. It also helps to find out the present products
and services quality and thus manager can compare present quality of products with its
benchmark. And at last this process help managers to develop their plan for quality management
along with checklist and others. So for the Rose & Crown hotel recent quality problem arises due
to their poor services, and products offering to customers also staff are not satisfy due to poor
internal communication within different departments so manager need to think about
improvement of their services and products quality so that they can earn customers satisfaction
that will boost up sales and enhance business revenue.
Also manager can use quality assurance where overall production performance is evaluated on
the basis on quality standards (Wilson, 1994). For the Rose & Crown hotel quality assurance is
very crucial to run their hotel successfully. So in such case different planning tools and
techniques are used by the managers to assure their quality of products. So in such case Rose &
Crown hotel needs to emphasis on their services and products quality assurance. Manager of
Rose & Crown mostly need to provides focused on the quality control where managers are
focused on the monitoring the products and services for conforming the standards of products
and services. As the sales and customers satisfaction is decreasing in case of Rose & Crown
hotel due to the poor services and products offering so managers in such case need to provide
focus on the improvement of their services and products quality. Also the internal
communication can be developed for their hotel so ensure overall quality. So manager can
develop a chart of lower quality based services and products inspect those carefully and take
initiative to improve the quality and compare with establish benchmark (Bendell, 1997). Also
Rose & Crown hotel can use total quality management (TQM) in their organization where
quality improvement programs are introduce in organization to ensure quality standard. This
involves overall products planning, training staff, on work test of the staff, auditing of
performance and others (Bell, 1994).
1.3Range of approaches that can be taken to improve quality management
Deming (1986) advises for every organization to incorporate their worker in their decision
making process. He believes in partnership in the quality, under this partnership steps need to
take by the organization for cooperation such as improvement of quality based support. Deming

develop Deming’s cycle includes plan, do, check and act criteria. Also provides Deming’s 14-
point those two theory assist organization to develop high quality products and services. Rose &
Crown can apply this approach in their organization to ensure quality. As, manager make
decision without incorporating staff so to enhance the morality and credibility of their staff. By
participating in the decision making staff motivate positively and provide focuses on their work
so thus staffs of Rose & crown hotel thus now able to perform better. Moreover, manager of
Rose and Crown can apply positive motivational tools to motivate their staff so that they provide
better performance. Thus overall quality of staffs work has been enhanced as well as their hotel
can now deliver better services to their customers thus customer complain about their hotel will
start gaining revenue.
Juran (1989) in this quality approach describe customers must need to provide focus in planning
of quality. Also he speaks about quality planning with training program for staffs of an
organization. He believes continuous development ensures quality for products and services. So,
Rose & Crown hotel management provides training their staffs to enhance the quality of their
work and services. This training can be done by arranging different workshops, seminar and on
work training system. And continuous development ensures the improvement of their hotel and
attracts customers by improving products and services quality.
1.4 Similarities and differences between the different methods
Similarities:
Quality standard The common similarities between different
methods are the almost every quality methods
are design based on products & services
quality standard.
Performance For all most of the methods to minimize the
poor performance of products and services
corrective action is taken by management
based on the quality control and the planning
methods (Boulter, 1997).
Decisions After analyzing the quality assurance & control
management take decision for their current

level.
USe Organization use total quality management to
adjust quality continuously (Robert, 1998).
Differences:
Planning schema Also there exist some difference of methods
such as in case of planning schema of quality
planned quality levels that developed
previously is considered by management
(Oakland, 2014).
Quality assurance Organization considers quality assurance level
in case of quality assurance methods and it
varies organization to organization.
Theories and approaches Theories and approaches may be different for
each method.
Total Quality management: It is the best approach for improving service quality of Rose
and Crown. It focuses on the overall quality of the different departments of the organization.
Major elements which are considered by this approach include customer’s needs and
requirements, involvement of employees, process, integrated system, continuous improvement,
fact based de4cision making and communication, etc. Therefore, all these considerations will
play important role in resolving all problems of Rose and Crown and improving the overall
quality of the organization (Goetsch and Davis, 2014).
TASK 2
LO2 UNDERSTANDING THE BENEFITS OF QUALITY MANAGEMENT
IN A BUSINESS AND SERVICES CONTEXT
2.1 Meaning of Customers satisfaction
When customers fulfil their needs by consumption of particular product or having service
and they become happy with their consumption is defined as customer satisfaction. As customers
make payment for products and services so they find the ability to fulfil their needs by those
products and services and when that occurs customer satisfaction come into screen (Chang,

1994). Organization by indentifying and monitoring the needs of customers and then design &
develop products and services to make up their needs. So products and services with those
customers are satisfy is known as good quality based produces or good services and on the other
hand products those fail to serve customers needs properly known as bad quality based products
or services. Organization generally makes customers survey to known the customer’s satisfaction
level for their products and services. Also organization judge customers satisfaction by observing
their sales level of particular products in the market (Bendell, 1997).
As per the given case study customers of Rose and Crown were not satisfied with the
services of organization. Along with this given scenario has also reflected that customers were
complaining again in and again for different aspects and issues of hotel services. Along with this,
employees of the company were also not satisfied with the working environment which affect
their behavior with customers also. So, for improving customer’s satisfaction level Rose and
Crown hotel needs to focus on actual needs and requirements of customers. Along with this,
organization should provide all those services which fulfill their expectations in effective
manner. Along with this, hotel should focus on different services such as cleaning, laundry, taste
and preference, architecture, food and accommodation (Sallis, 2014). In addition, for increasing
level of satisfaction, Rose and Crown should provide appropriate training to their employees by
which they can behave effectively in front of all customers. Including this, rose and Crown
should focus on marketing and promotion of the organization which helps in developing strong
communication with customers also. It will also play important role in increasing the level of
satisfaction of employees.
2.2 Explanation of the meaning of continuous improvement
The term continuous improvement can be described as a process by which organization
can make improvement in different functions and activities. For example, organization provides
effort to improve their products, services or their working process in ongoing nature and those
are improve due to efforts in known as continuous improvement (Robert, 1998). When
organization find out their weakness related to the products or services or internal and external
business process along with strategy then take initiating to fix those problems and for that design
plan and execute to improve their weakness this process describe continuous improvement. Most
of the organizations take feedback for their staffs and customers to find out the weak point and
apply effective strategy in ongoing business this advocated continuous improvement (Wilson,

1994). Staffs can be train and motivates continuously to improve their efforts this they can
continuously add value to their organization and organization can add value to customers.
Continuous improvement process can be presented by the following diagram:
Figure 1: Continuous improvement process
Rose and Crown needs to focus on two major aspects for improvement on continuous
basis. One, customer satisfaction and another employee satisfaction. So, Rose and Crown should
focus on needs and requirements of customers on regular basis and also needs to take feedback
from customers about the services of hotel on daily basis. It will help in making improvements in
services of organization. On the other hand, Rose and Crown needs to make appropriate
arrangements for training and development program for employees on regular basis. In will help
in improving their skills and knowledge and augment their satisfaction level. Overall these
strategies will increase the satisfaction of employees and customers of Rose and Crown (Kim,
Kim and Park, 2010).
2.3Illustration of the type of added values to be gained by using a process of continuous
improvement
By using a process of continuous improvement organization needs to gain several types
of added values some of those are given below-

The first one is quality added value; in case of quality added value it adds convenience that is
the way customer’s valued products or services easiness. So Rose & Crown hotel can offer foods
with more vitamins and hygienic that added value to their quality.
Another important entity is environment that describes the added value of environment by
protecting environment. So in this case organizations and its employees try not to use such things
that harm environment. So in such cases Rose and Crown hotel can focus on more recyclable
material, emitting less toxic wastes and waste management cycle. Also they need to focus on the
internal environmental issues to added value of environment.
Also social marketing strategy of an organization added values this known as Cause-related
added value. In such case organization take participate in social activities and thus draw the
attraction of the customers and society thus add value on their business. Such as, organization
can contribute in the education or health sectors for relatively poor people (Charantimath, 2011).
Cultural added value also considered as one types of social marketing strategy for an
organization. In such as organization focus on producing such products and offer such services
that satisfy cultural needs along with customers’ needs. Such a when organization doing
business in a Muslim culture, they need to produce Halal foods and products.
2.4 Description of the types of information made available to customers and the importance
given to effective marketing
Before using products or taking services of a particular organization customers search for
the information available related to specific products and services as well as for the organization.
So organization needs to show up necessary information relating their products and services and
their business so that customers can easily have those information. In general senses first of all
customers provides focus on the brand of their selected products so in such case organization
needs to state clearly their mission, vision and overall organizational objectives and products
goals. Those are considered as the preliminary information through which customers gets general
idea of particular organization. After that organization needs to open up information related to
products and services so that customers can have clear idea about products characteristic, quality,
duration and others (Dale, 2007). All those strategy provide importance to the marketing strategy
of organization. Organization can develop their website and post details information relating
products and services thus customers can have virtual information about specific product and
service of specific organization. Also in their website organization can make virtual survey of

customer’s opinion of their products and if find any complain relating their products and services
can correct those with continuous improvement strategy. As customers get more authentic
information about their targeted produces and services they will provides more emphasis on that
particular product or services this known as purchasing psychology of consumers (Wilson,
1994). Also if origination makes any changes relating to their products or service need to inform
their customer through different communication channels such a websites, advertisements, print
media and others. So using effective marketing strategy to convey products and services related
information is very crucial. As, Rose and Crown hotel enhance their staffs quality along with
products and services so they can use effective marketing strategy to inform customers about
their improved quality based products and services and this can be done by developing website
and post all the necessary information about their services and foods items with price so that
customers can get easy idea about their service quality along with foods quality (Fitzsimmons,
2000). Also they can make effective marketing about them self and their offering in local TV
channel and print media so that customers get interested in their products and services thus
effective marketing and informing necessary information about services and products Rose and
Crown hotel can enhance attract more customers and enhance revenue.
TASK 3
LO3 UNDERSTANDING A RANGE OF QUALITY CONTROLS AND
HOW SERVICE TO THE CUSTOMER CAN BE IMPROVED
3.1 Explanation of the way quality management can be measured
Organization’s managers have several ways to measure quality management of their
products or services. With the help of this quality management organization can easily find out
their good quality based products and services as well as able to find the poor quality based
products (Blanton, 1999). If organization finds any damage goods thus they take initiative to
correct or remake those damage products because those products and services play role to
succession of organization. Organization can develop complain handling department where
employees take into account customers complain regarding their existing market products or
their services and by taking into account those complain or feedback from customers
organization can analyze those feedback in quality ensuring department to judge their quality
(Hamson,2002). If organization finds their products or services fail to satisfy customers need

they take initiative to enhance quality of products and services by adding quality based raw
material in producing process, providing training to staffs so that they can deliver optimum
services and others. Also organization can ensure quality management by comparing their
products or services with benchmark most of the cased organization follow ISO 9000 as
standards or benchmark. This ISO 9000 has designed in such way that ensures products or
services standards of an organization (Iso.org, 2016). So, manager of hotel can make survey of
their services and foods offering from their customers and if find any complain regarding their
foods and services then they can compare those with benchmarks i.e. ISO 9000 and take
initiative to improve quality of products and services.
3.2 Evaluation of the benefit of user and non-user surveys in determining customer needs
Customers need is the key for each kind of organization so each and every organization
before develop products need to assess the customers need carefully. Organization often use
different types of strategy to determine the customer’s needs but among all those making survey
over customers to find out their opinion regarding their needs is popular one. So for organization
it is very crucial to determine types of survey they would make and to whom they would make
survey it can be user of their products or services or it could be non users as well. Most of the
cases organization conducts survey over their products or services users to get feedback about
products or services quality (Huxtable, 1997). These users based survey help organization to find
out their strength and weakness. Organization develops different questionnaires about their
existing products or services they develop questionnaires in such way so that they can find out
their products or services strength and weakness. After getting feedback from users organizations
analyze customers current and future needs and develop and improve their products and services
to that they can fulfil their user’s needs. If organization able to find out that their users
satisfaction level is not optimum then organization also take corrective decision to enhance users
satisfaction level by improving products or services quality of cutting down the costs (Juran,
2012).
On the other hand Non-users survey i.e. those are not currently users of products or
services of particular organization is also crucial for particular organization. It may not crucial
for marketing but with the help of this non-users survey assist organization to find out the
reasons why non users are not currently using their products or not taking services of that
particular organization. This also helps to find out why non users using their competitors

products or taking services of their competitors over them. So by conducting no user’s survey
organization can easily able to determine non user’s needs and assessing those needs
organization can go for products development to capture new targeted customers (Koh, 2007).
Both types of survey i.e. users and non users survey are need time to conduct with internal
business help and both are crucial to determine customers need. So as a manager of hotel I can
use both survey to find out the customers’ needs. In case of user survey I can make survey on
current customers of hotel and thus have idea about our foods and services quality and if
complain or dissatisfaction arises among customers regarding foods quality or staffs services
proper initiative to improve those might be taken. Also with the help of non-users survey
manager of the hotel can easily find out the reasons why non users are not using our hotel or
taking services from our hotel and take initiative to fulfil non user’s needs as well.
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups
To encourage participation by under- represented groups several methods can be taken by
managers some of those is given below-
Form survey methods can be used in this case. Under this to get quick reply under-represented
groups form need to design in such way that also helps to understand the nature of the replies
(Kunst, 1995). And by analyzing this survey form expectations of under-represented groups
along with their requirement and problem can be revealed. Also to find out the expectation,
requirements and objection of under-represented groups telephone survey can make by the
managers and its very effective and less costly them others methods and can easily accomplish
survey with short time periods (Bateson, 2002). Managers of organization also can select
members randomly from under-represented groups and make interviews for consultations can
make by the organization. Moreover, organization can arrange group discussion for the under-
represented groups to consultation. This methods help to analyse overall situation. Organization
can use electronic methods to make survey over under-represented groups i.e. organization can
develop different questionnaires and send those with the help of electronic mail to the under-
represented groups this would help organization to find out the expectation, requirement and
problem of under-represented groups and consulate with in accordance with their expectations
(Bateson, 2002).

3.4 Value of complaints procedures and analysis of the ways they may be used to improve
quality
Organization often uses different complaints procedures to satisfy their existing and
targeted customers. This complaints procedure assists organization to find out the defects of fault
of their products or services (Juran, 2012). So, users of the particular products or services find
out the weak point of those products and services. When users rate of complaints recorded
against products and services organization find out the quality of products and services. In case
of planning and applying quality management those complaints related data can be used to
improve the weak points of products. Also sometimes staffs behaviors of particular organization
is not up to the mark in that case if customers make complain organization can improve their
staffs quality by providing training o them or by arranging different workshop to enhance staffs
quality (Huxtable, 1997). So Manager of Hotel can add value to customers complains and take
initiative to find out their weakness and try to improve foods quality and train their staffs to
enhance staffs performance.
TASK 04
LO4 ABLE TO APPLY THE PRINCIPLES OF QUALITY MANAGEMENT
TO IMPROVE THE PERFORMANCE OF AN ORGANIZATION
4.1 Role of self-assessment in order to determine an organisation’s current ‘state of health’
Self-assessment is very crucial for every organization because this help to understand the
current “state of health” of an organization that is it assist to determine organization’s current
performance. Organization sets different objectives and involve in different types of activities to
accomplish those objectives so organization need to assess properly whether all those activities
are performing well or not (Blanton, 1999). So to assess those activities organizations need to put
their best knowledge & experience based employees. So organization’s managers need to
develop different self assessment technique to find out each and every member’s performance it
is important because all those individuals are part of organizational activities (Bateson, 2002).
So, managers in that case set benchmark for their assessment and compare individual
performance with that benchmark in this case organization can make internal assessment by
developing questionnaires about different categories if performance of employees finds below
the benchmarks then organization needs to enhance the performance of employees by developing
programs related training, workshop and others. And if organization finds out performance of

individuals meet the benchmarks or above the benchmarks organizations need to develop
strategies that supports such performance in this case organization’s manager can use different
positive motivational activities to boot up performance more to capture customers optimum
satisfaction and their business growth (Dale, 2007). So, as a manager of quality Manager in the
“Holiday Inn” London group of hotels I can make assessment of internal performance of hotel in
this can I need to develop questionnaires about different categories to assess the performance of
staffs of the hotel and in find low performance that is below the benchmarks level I take
initiative to improve the performance of staffs with the help of different training and workshop
and motivational strategies as hotel facing economic recession so as a manager of quality
control I also can make external assessment to judge our performance in the market and try to cut
the lavish expenditure so that “Holiday Inn” London group of hotels can also make profit in the
economics recessions.
4.2 Evaluation of the importance of communication and record keeping
Communication for each and every types of organization is one of the basic tools for
success. Organization with good communication option has better performance than organization
with lower communication based organization. And communication for all types of organization
considered as the important part of the overall quality management. It is very important because
without proper communication within the organization and outside the organization quality
management is not possible in right ways (Hamson, 2002). So ensure quality management
managers often needs to share their information with higher authorities and develop & execute
plan on staffs so proper communication is very crucial in such case. Vague communication deter
in case of enhancement of the quality of work on the other hand proper communication assist
managers to generate new and different ideas regarding quality development. So organization
needs to establish both internal communication and external communication. In case on internal
communication organizations needs to convey direction to staffs to accomplish work and staffs
also communicate with their managers through different communication channel. And managers
also need to communicate outside the organization such as needs communicate with customers to
get feedback about their products and services and measure the satisfaction level (Wilson, 1994).
So in such case organization can make survey over customers to assess their satisfaction level if
survey shows customers are not satisfied organization take initiative to enhance products and
services quality. “Holiday Inn” makes both internal and external communication. In case of

internal communication manager make communication with their employees and staffs and try to
find out weakness of them and in case of external communication manager of the hotel
communicate with their customers to find out their satisfaction level regarding their “Holiday
Inn” hotel and take opinion from customers about further improvements.
And along with proper communication with both internal and external parties
organization needs to keep record for their tasks and different projects. When organization make
decision or develop plans for task or project most of the cases organization goes for previous
record and their performance. So in case of both internal and external communications all the
necessary information needs to record by the organization because it assists implementation of
plans for the quality control (Robert, 1998). By keeping records organization also can compare
present performance with the past performance. So, as a manager of “Holiday Inn” London
group of hotels I can keep record in both virtual and manual ways. With the help of virtual
storage I can find out the pest performance of the hotel and the current situation. As “Holiday
Inn” London group of hotels currently facing problem with economics recession so from the
record I can find out that initiative “Holiday Inn” took when they faces economics recession in
the past that would help me to design plan for quality development of the hotel.
4.3 The ways guidelines should be followed on the stages of staff consultation necessary for
effective implementation of a quality scheme
As organization try to ensure growth and overall performance development so to ensure
that related individuals of an organization needs to share their opinions, views and ideas. Within
organization guideline needs to follow and take participate on the planning and other decision.
As organization develops different quality Scheme and successful implementation of that quality
scheme mostly depend on the performance of the staffs so consultation of staffs to enhance their
quality is very crucial (Wilson, 1994). Most of the cases Top authority develops guidelines that
are followed by the staffs but to enhance performance managers needs to directly consult their
staffs about their duty and works (Bendell, 1997). So, for that managers need to make
communication with their staffs and monitoring their overall work to ensure products quality.
Managers need to consult in such ways so that staffs feel they are parts of the organization. Non
cooperative behaviour of the authority may lead less attention to work thus overall performance
of the organization may fall (Bell, 1994). So, as a manager of the “Holiday Inn” London group

of hotels I always would try to interact with staffs and consult them so that they can provide
better performance and feel that they are essential part of the organization
4.4 New systems or modifications to existing systems that could improve service quality.
The present scenario is that ‘Holiday Inn’ London group of hotels. The company is losing
profits due to the global economic crisis so as a manager of this that ‘Holiday Inn’ London group
of hotels I think they needs to be managed in improved way to deliver their quality to customers.
As, ‘Holiday Inn’ London group of hotels is currently facing global economic crisis so they
should be more concern about their budget. Budgets regarding extra activities need to reduce and
as they are losing profits so in such case ‘Holiday Inn’ needs to attract more suppliers,
distributors who can supplies and distribute their raw foods items with low price and for that they
need to provides more information and also need to be more transparent. Also to attract the
customers more “Holiday Inn’ London group of hotels need to establish exceptional services and
in this section staffs are the key. So to make staffs highly efficient “Holiday Inn’ London group
of hotels need to develop training program for their staffs. Also to motivate staffs and employees
they can introduce positive benefits i.e. incentive to better performers and negative benefits for
poor performers that is they may fine or threats their staffs. As they involve in hotel business so
their reputation in the market is the key to their success and quality based services can easily
make sure better reputation for their hotel business. And to enhance the overall quality, “Holiday
Inn’ London group of hotels need to emphasis on employees and staffs training, workshop,
seminar, interact each other with virtual communication and motivation strategies.
CONCLUSION
Ensuring services and foods quality is the key of success for any types of hotel business.
So organization needs to assess the customer’s needs by observing the market and making survey
over users and non-users of their products and services. Hotel business that facing complain
related to their services and staffs performance in such case organization can train their staffs and
offer different positive benefits to improve the staff’s quality. To know the customers current
satisfaction level every organization needs to study their customers and other competitors in the
market. Also organization needs to develop proper communication strategy so that employees
think they are integral to that particular organization and needs to keep record so that particular

hotel or other organization can easily use necessary information when needed and this would
also help to compare past performance with present performance.

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