Quality Management in Business - The Rose and Crown Hotel
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Added on 2020-01-21
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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. Quality management 2 1.3Range of approaches that can be taken to improve quality management 3 measure 1.4 Similarities and differences between the different methods 4 Task 25 LO2
Quality Management in Business - The Rose and Crown Hotel
Added on 2020-01-21
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Quality Management in Business
EXECUTIVE SUMMARYQuality management in business is crucial because quality based products and services add valueto business and help to capture overall organizational goals. In the first section of thisassignment, manager of The Rose and Crown is an independent, 3 stars, 100 bedroom hotellocated on the outskirts of a city in the Midlands, with close links to the motorway whichcurrently facing low sales and low staffs performance that leads customers dissatisfaction. Torecover their performance they need to ensure quality in their overall services and staffsperformance. Manager can set up benchmark for measurement of quality of their services tocustomers and can train their staffs to improve service quality. Then to understand the benefits ofquality management in a business and services context meaning of customer’s satisfaction andthe way organization can meet the satisfaction of their customers has been given in thisassignment. To understand a range of quality controls and how service to the customer can beimproved the ways manager of hotel or restaurant make customer’s survey along with no-userssurvey 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 theperformance of an organization the ways manager of Holiday Inn’ London group of hotels makeself assessment test of their employees and importance of keeping reports and makingcommunication in their hotels has been incorporated along with proposing new or modify systemthat could enhance their services quality.
TABLE OF CONTENTSIntroduction......................................................................................................................................1Task 01.............................................................................................................................................1LO1 Understanding the different approaches to quality management appropriate to commercialoperations.........................................................................................................................................11.1Definitions of quality in terms of business and services provision.........................................11.2 Role of quality control and quality assurance in inspection and assurance processes inthe organization’s quality management.......................................................................................21.3Range of approaches that can be taken to improve quality management...............................31.4 Similarities and differences between the different methods..................................................4Task 2...............................................................................................................................................5LO2 Understanding the benefits of quality management in a business and services context.........52.1 Meaning of Customers satisfaction........................................................................................52.2 Explanation of the meaning of continuous improvement......................................................62.3Illustration of the type of added values to be gained by using a process of continuousimprovement................................................................................................................................72.4 Description of the types of information made available to customers and the importancegiven to effective marketing........................................................................................................8Task 3...............................................................................................................................................9LO3 Understanding a range of quality controls and how service to the customer can be improved.........................................................................................................................................................93.1 Explanation of the way quality management can be measured.............................................93.2 Evaluation of the benefit of user and non-user surveys in determining customer needs.....103.3 Methods of consultation employed in one quality scheme to encourage participation byunder-represented groups...........................................................................................................113.4 Value of complaints procedures and analysis of the ways they may be used to improvequality.........................................................................................................................................12Task 04...........................................................................................................................................12LO4 Able to apply the principles of quality management to improve the performance of anorganization...................................................................................................................................124.1 Role of self-assessment in order to determine an organisation’s current ‘state of health’. .124.2 Evaluation of the importance of communication and record keeping.................................134.3 The ways guidelines should be followed on the stages of staff consultation necessary foreffective implementation of a quality scheme...........................................................................144.4 New systems or modifications to existing systems that could improve service quality......15Conclusion.....................................................................................................................................15References......................................................................................................................................17
INTRODUCTION In the very first part of this assignment to understand the different approaches to qualitymanagement appropriate to commercial operations the meaning of quality in term business andservices incorporated along with Role of quality control and quality assurance in qualitymanagement of an organization. After that range of approaches that can be taken to improvequality 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 improvementstrategies and necessary information that need to share with customers to add value has beenincorporated. In the third section, ways organization can measure quality in work and benefits ofanalyzing users and non-users of products or services to determine customer’s satisfaction hasbeen incorporated. In the last section of this report importance of self assessment and ensuringcommunication with record keeping has been incorporated. Quality management managers oftenneeds to share their information with higher authorities and develop & execute plan on staffs soproper communication is very crucial in such case keeping records organization also cancompare 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 ofcustomers and ensure business reputation. Quality based products and services add value tobusiness and help to capture overall organizational goals. So, quality of products and services aresuch 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 productsattractiveness to customers differ. High quality based products and services has higherattractiveness 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 hasbeen developed American society for quality defines quality of products and services provisionis such thing that has ability to satisfy the needs of customers. Famous management writer peterDrucker defines quality of products & services and describe that quality is no such thing that
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