[PDF] Quality Management in Business Assignment

Quality Management in
Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Quality in terms of business and services provision........................................................1
1.2 Role of quality control & quality assurance in inspection and assurance processes in the
Rose and Crown's quality management..................................................................................2
1.3 Range of different approaches that can be used for improve the quality management....4
1.4 Major differences and similarities in between the different methods..............................5
TASK 2............................................................................................................................................6
2.1 Customer satisfaction.......................................................................................................6
2.2 Continuous improvement.................................................................................................8
2.3 Major types of added values to be gained by The Rose and Crown................................8
2.4 Types of information made available to customers and the importance given to effective
marketing..............................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Quality management is a formalized system that possesses responsibilities and
procedures for maintaining the quality of products and services. It is described as a management
approach to achieve long period success through customer satisfaction (Akgün and et.al., 2014).
In the quality field, it contains different analytical strategies and core management methods for
improve the quality and attract more customers. This report is based on the Rose and Crown
organisation that is basically situated at the outskirts of a city in the Midlands and it operates in
Hotel sector. In this report, it will describe the definitions of quality in terms of business and
service provision and role of quality control & quality assurance in inspection with confidence
processes in the organisation’s quality management. Further, it will discuss a suitable range of
approaches taken to improve the quality management. It will discuss for customer satisfaction
and continuous improvement. Lastly, it will include types of information made available to
customers and the importance given to effective marketing.
TASK 1
1.1 Quality in terms of business and services provision.
All service and business organisation earn huge profits by selling their basic services and
products to their potential customers. In the terms of business and services provision, quality
defines as a special product or service that render for the perception of the degree to deal with the
consumer's preferences and expectations. In this context, definition of quality is provided by the
American Society i.e., it is a subjective term for which every individual has her or his own
perception and in terms of technical, it may derived two different definations (Chang, 2016).
First is the main characteristics of a special service or product that may bear on its capability to
imply requirements or satisfy stated and the second one is a service or product that is free from
deficiencies. In the modern era, several organisations have been using its quality management to
build and create better qualitative services and products. It is treated as the main concept for
improving the marketing as well as sales techniques. It is the major feature of competition in the
target market segment. In an organisational production process, its quality must be included in its
whole process and improve all service and products. In the hotel industry, each company
provides better leisure facility and hospitality services to its potential clients. In this context,
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management team of the Rose and Crown must renders better facility to its customers and
achieve desired objectives and goals. Even if organisation see themselves in the hotel sector, and
not in this service industry, it is still required for creation and maintaining its quality of their
invested products and services so that it must retain for the customers and become more
competitive.
In this context, meaning of quality have been developed over the period and different
interpretations are quotes that are as under:
In the words of Joseph M. Juran – Quality is fitness that is defines for its potential customer.
According to the Six Sigma rule – It is number of defects as per millions of opportunities.
In the words of Peter F. Drucker – Quality means consumer receives the best things that they
willing to pay for it.
Normally, quality of a product or service states as its perception of the degree which
meets to all expectations of customers. It is also known as the subjective, perceptual and
conditional attribute (Goetsch and Davis, 2014). Each product should be capable to meet the
customer's requirement and also meet for its deliberate purpose as planned by the management
team of company. Such as the Rose and Crown, it must maintains reasonable and better services
for its customer in the tidy and comfortable environment. In the recent years, the quality also
seen as after sale service and contains guarantee, warranty and reaction of complaints.
1.2 Role of quality control & quality assurance in inspection and assurance processes in the Rose
and Crown's quality management.
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For assurance and inspection process that demonstrates as the satisfaction level of
customer and there are several processes have been used for their same purpose that are as
follows:
 Quality Assurance – It is refers as the initial points of a successful running organisation
such as tools and nuts. This is systematic process of overall regulating the performance
that is evaluated and determines and it is also makes sure for its agreement of production
in terms of quality standards (Herzallah and et.al., 2014). In this context, the most
efficient and effective financial manager in such sector that will not live up to their true
possible situation if the standard quality of their product and services is not seen as a
critical assessment of success. In the hotel industry, quality planning techniques, tools
and audits are used in process of evaluation of overall production performance.
 Quality Planning – This is main process that demonstrates as the satisfaction level of
particular quality standards that identifies along with the outputs which made by the
organisation. In other words, it is the systematic process of understanding the quality
standards of a company (Jaca and Psomas, 2015). Then use of cost benefit analysis,
flowcharts, and benchmarking and design experiment techniques for the determination of
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Illustration 1: Role of quality management
(Source - Role of Quality Management System in Project
Completion, 2015)

its current quality levels and identify the gap with in current position and identified
quality standards.
 Quality Control – In an organisation, it is used for the measurement of reviewing its
quality of products and services. All products and services should be monitored for the
determination and if it is confirmed than related quality standards may remove poor
performance of the production method.
 Total Quality Management – In this point, the whole management team build and
maintains the specific quality standards and implement different programs for improving
its overall quality within the company (Jeston, 2014). The Rose and Crown organisation
must follow different strategies for its each stage of production process for example
planning, training & development, auditing and field testing etc. and it is also maintained
among several employees who are currently working in the business.
1.3 Range of different approaches that can be used for improve the quality management.
In the service sector organisation, quality play a significant role for attracting more
customer towards the company's outputs. Each customer wants to get better quality services from
the company because they pay for it. So, for this reason, it is mandatory to keep its level of
quality and must satisfy its potential customers and attracts more new consumers. There are
several approaches to improve the quality management of an organisation that are as follows:
 Six sigma – It is originally created as a business strategy and it involves design,
improvement and monitor the whole process so that management can able to eliminate
and minimize its waste product during optimizing the satisfaction level and increasing
financial stability in relevant industry (Johnson, 2014). Its performance of a process is
normally used for measuring the improvement by comparing the whole process
capability. In this context, there are two different methods. First it inspects the process
outcomes and calculates rate of defect per million with using statistical table for convert
the defect rate. It is generally used for post analytic and pre analytic processes (Kwon Lee
and Shin, 2014). The second method uses estimates of process variation to predict
process performance by calculating a sigma metric function from defined endurance
limits and this variation is observes for the whole process and it is more suitable in
analytic processes which is accurate in determination of experimental procedures.
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 Plan do check act model – In all companies, there management team must use this
model for increase its product quality. It is widely used method by the Rose and Crown
organisation for effecting favourable outcomes that can use the Plan Do Check Act in the
quality management (Nicholas, 2016). By implementing such strategy, an organisation
must achieve its desired goals and objectives and satisfy its potential customer.
 Root cause analysis – It is a critical incident technique that is formalized for
investigation and known as problem solving method that is focused on the understanding
of its underlying on the management planning.
1.4 Major differences and similarities in between the different methods.
For increasing the quality level, an organisation may use several methods or techniques
and make improvement in its goods and services. It will beneficial for the organisation in
maintaining its satisfaction level of its potential customers (Nicholas and Steyn, 2017). All such
strategies must encourage management for attracting more customers and earn more profits in
competitive market. All those methods may have some differences as well as similarities that are
describes as follows:
Major Differences
Basis of differences Six sigma Plan Do Check Act
model
Lean production
system
Meaning It is a special
technique that use for
improving overall
quality of production
department.
This method is
refereed as a technique
that use for
implementing that
strategy and achieve
success through
checking continuously
(Oakland, 2014).
It is referred to the
identification of
customer's wants and
needs and improve the
process through
eliminating the waste
products.
Work It is use as five phase
process that is
disciplined, rigorous
It is works in several
steps that are called
PDCA cycle. It is
It works as maximize
the value added
activities in the best
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and structured that
must help in
improving the product
quality of company.
referred as: (1) What is
its goal of the project?
(2) How will it be
known whether the
goal was reached?
And last is (3) What
will be done to reach
the goal?
possible sequence and
enable to continuous
operations.
Useful It is so much useful for
each organisation's
production and
distribution
department and it
helps to the
management in
removing the waste
material (Ross, 2017).
The main purpose of
PDCA is to improve
quality efforts and
establish a functional
relationship in
between outcomes and
changes in process.
It depends on the root
cause analysis to
formulate all problems
and then improve the
quality as well as
protect from raising
similar problems.
Major Similarities
All such quality schemes are based on particular quality standards of the service and
product. In an organisation, quality is continuously changed in total quality management and
manager applies different strategies and policies for its improvement (Sabet, Adams and
Yazdani, 2016). All such quality improvement techniques may takes different corrective actions
to minimise its poor performance of the whole production process. These are useful for the
achievement of various targets and objectives of company.
TASK 2
2.1 Customer satisfaction.
The customer satisfaction is demonstrated as the quite wide because it is measure to
quantify the degree in which a particular customer must satisfied with all products, services as
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well as experience that feels in organisational environment. Every business often starts and close
with its potential customers so that they are treated as the king of its market (Sallis, 2014). All
beneficial elements such as brand image, company status, profits, goodwill, and image, business
expansion are depends on the customer satisfaction. So for this reason, it is most essential thing
for the whole organisation and management must meet to its preferences and expectations of its
loyal customers. It is a part of customer's experience that may disclose the behaviour of
supplier's on its consumer's expectations. It is necessarily needed for all companies to
communicate and interact with all customers on its daily basis towards expand the level of
customer satisfaction. Customer satisfaction is the overall substance of the opinion about the
provider by the customers. This belief shows that a customer makes it in its relevance of supplier
is its sum total of all this process he goes through, right from communicating supplier before
doing any marketing to post transportation options and services with managing queries or
complaints post-delivery.
In such process, the customer must come in an organisational working environment of
various departments and its type of strategies involved in an organization. It is helps to the
customer to make strong opinion about its supplier which finally results in satisfaction or
dissatisfaction (Uhl and Gollenia, 2016). Further, it is an abstract concept that includes several
factors as the quality of all products and services that provided to them. Many businesses often
carry different surveys to gauge customer satisfaction and understand their preferences in order
to earn more profits. In this context, there are some essential elements describes as under:
 Internal environment condition of the store that may influence to its potential customers
for example equipment’s, cleanliness and shopping environment inside the organisation.
 Quality of services and products.
 Price and value of company's outputs.
 Time and delivery problems for example availability of sales assistance, product
availability in the store, time waiting for checkout, and delivery time of outputs (Zimon,
2015).
 Facilities and convenience like parking, area of service provide, hours of production &
operation and many more.
So for this reason, customer's satisfaction is a complicated concept and must be achieved
by all organisation in order to gain competitive advantages. In this context, management must
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aware the needs and preferences of its target customers so that its management team may able to
accomplish it.
2.2 Continuous improvement.
It is refereed as an ongoing process to make improvement in several services and
products that must seek as the incremental improvement over time. In other words, the term
‘continuous improvement’ is used as frequently interchange for developing the production
capacity. It is a subset of continual improvement through a more specific linear focus within the
existing and new process (Akgün and et.al., 2014). It is also known as Kaizen that identifies as
the opportunity level for streamlining work and decrease the level of waste. By using this term,
the continuous improvement, an organisation must get many benefits such as management may
reduce its overall project expenses, prevent from overage, gain flexibility in the production
department, streamline workflows and many more. In this context, its management team of an
organisation can able to figure out different ways to run continuously all business activities as
usual and analyse the improvement opportunities for further growth and development.
It is a method to make sure about the practices, methods and processes are as accurate,
efficient and effective as soon as possible. It is completed by the routine examine the
improvement of process and take competitive advantage in different methods (Chang, 2016). In
this context, it also makes sure that an organisation strives and survives in its long time frame
and must achieve all its desired objectives and goals. In the Rose and Crown hotel, its
management team may applies many improvements methods for each and every service,
products and process. It will useful for the attending all customer’s expectations.
2.3 Major types of added values to be gained by The Rose and Crown.
There are several kinds of added values for improving the quality in each organisation. In
this context, Rose and Crown operates its business activities as an independent three star,
hundred bedroom in outskirts of Midlands. This hotel organisation faces many issue regarding its
customer services (Goetsch and Davis, 2014). Value added defines the extra value that creates
over and above the original value and apply to products and services of a business. The staff
member complains about poor internal communication in between different departments, lack of
career development, lack of involvement and consultation in decision making taking by
managerial head and lack of recognition or rewards. So for this reason, the work force decrease
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their morale and labour turnover rate is also increased and the management team finds that there
are several issues or conflicts generates among its manpower. In this context, the human resource
department also face many difficulties to recruit suitable employees. There are many methods of
added values that require to be gained in an organisation and this hotel must adopts it. These are
describes as below:
 Environment Added Value – It suggests those strategies and techniques that emphasizes
on the security and protection of environment and these are also useful for its
organisation. It consists the process of reducing all risks inherent and it makes
environment more stable and safe (Herzallah and et.al., 2014). Many customers are likely
not to feel any direct value yet, as they will just take a stable and safe product or service.
Improving its quality of the products bought by several consumers is the main type of
value-added activities. It refers to reduce the number of defects that may coming out from
production processes. It also describes that there are not any impact to the environment
by organisational activities over a particular period. Management team may use some
strategies such as use recyclable materials for developing and packaging the products, use
less fuel for production, emitting less toxic wastes and many more.
 Cultural Added Value – It is a part of social marketing strategy. It covers a variety of
heterogeneous matters and issues that use in an organisational strategy. So for this reason
all the marketers must manage the quality based outlines for improvement in company's
outputs (Jaca and Psomas, 2015). All cultural based elements serve as a translator's prime
concerns and attemt to convey with their customer's advertising message. In this context,
staff members require knowing exactly about the market condition so that they create
better internal environment. Cultural added value helps in improving the quality of all
goods and services of an organisation.
 Quality Added Value – It plays an essential role in service base industry because
customer look on the quality of that thing which they get from a company. Every person
in its market wants better products and services so that he or she went to the best brand in
the marketplace (Jeston, 2014). So for this reason each organisation must provide better
services to their potential clients in order to survive in the market for log time. Normally
it adds convenience, ease of use or other desirable characteristics that are valued by
customers.
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 Cause Related Added Value – All business entity must use this value method for
continuous improvement in their organisational values and brand image. It provides an
effective technique for expand the business and proper reason for growth and
development of organisation. In this context, it is referred as the adding value that might
be something extremely simple and one off for occurrence helping for consumers out
when they have a problem that is not directly related to its contract for quality of the
outputs (Johnson, 2014). It may deliver several benefits for the customers that directly
perform outside the company and play a huge role for an improvement.
2.4 Types of information made available to customers and the importance given to effective
marketing.
All customers want to know about the products and services of a company before they
stated to use it. So for this reason every organisation must renders all necessary information
related to each products and services. Normally, customer also consider its mission, vision and
objectives of that particular company because they want to understand that what is the
organisational activities and how they achieve their preset target. The organisation requires
allowing users to access to the detail information about each and every products (Kwon Lee and
Shin, 2014). The management team must show the benefits and features of each products that
attract to their potential customer in order to achieve all desired goals and objectives. This
technique may keep all existing customer's interest in a style and attract new customers to use
their products in different style and prices. In this context, each company must set several
communication channels and let their users to provide proper feedback about the quality and
weakness of their product. It will help for the management department of the company to take
proper decision for the particular products and services. It is also known as the buying behaviour
of customers. The management team able to fulfil the customer's requirements and improve their
product quality in order to gain competitive advantages.
There are all changes must apply for the product and services with providing all
information related to the changes to their potential customers. It may provide full of satisfaction
and customers must use that product for a long term if they see how that product and services
will be improved by the production department of organisation (Nicholas, 2016). It is useful in
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increasing the turnover. In this context, the customer's preferences and expectations available
from television, internet and other media platforms. In its target market, there are highly use of
internet so that customers can send information through internet to the company's website and
blog. Management team considers all demands of their clients and must accomplished it
effectively.
CONCLUSION
This presented report is basically based on the Rose and Crown hotel that faces several
issues for their workforce and customer's services. This report is described clear definitions of
quality in terms of business and services provision and role of quality control and quality
assurance. It also discusses a suitable range of techniques that can be taken to improve quality
management and differences among methods. Further, it concluded about customer satisfaction
and continuous improvement. It also included type of added values to be gained by an
organisation for improve the quality. Lastly, it included types of information made available to
customers and the importance given to effective marketing.
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REFERENCES
Books and Journals
Akgün, A.E and et.al., 2014. The mediator role of learning capability and business
innovativeness between total quality management and financial performance. International
Journal of Production Research, 52(3), pp.888-901.
Chang, J.F., 2016. Business process management systems: strategy and implementation.
Auerbach Publications.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Herzallah and et.al., 2014. Total quality management practices, competitive strategies and
financial performance: the case of the Palestinian industrial SMEs. Total Quality
Management & Business Excellence, 25(5-6), pp.635-649.
Jaca, C. and Psomas, E., 2015. Total quality management practices and performance outcomes in
Spanish service companies. Total Quality Management & Business Excellence, 26(9-10),
pp.958-970.
Jeston, J., 2014. Business process management. Routledge.
Johnson, P.F., 2014. Purchasing and supply management. McGraw-Hill Higher Education.
Kwon, O., Lee, N. and Shin, B., 2014. Data quality management, data usage experience and
acquisition intention of big data analytics. International Journal of Information
Management, 34(3), pp.387-394.
Nicholas, J., 2016. Hoshin kanri and critical success factors in quality management and lean
production. Total Quality Management & Business Excellence, 27(3-4), pp.250-264.
Nicholas, J.M. and Steyn, H., 2017. Project management for engineering, business and
technology. Routledge.
Oakland, J.S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Sabet, E., Adams, E. and Yazdani, B., 2016. Quality management in heavy duty manufacturing
industry: TQM vs. Six Sigma. Total Quality Management & Business Excellence, 27(1-2),
pp.215-225.
Sallis, E., 2014. Total quality management in education. Routledge.
Uhl, A. and Gollenia, L.A. eds., 2016. Business transformation management methodology.
Routledge.
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Zimon, D., 2015. IMPACT OF THE IMPLEMENTATION OF QUALITY MANAGEMENT
SYSTEM ON OPERATING COST FOR SMALL AND MEDIUM-SIZED BUSINESS
ORGANIZATIONS AFFILIATED TO A PURCHASING GROUP. International Journal
for Quality Research, 9(4).
Online
Role of Quality Management System in Project Completion. 2015. [Online] Available through
<https://pgjonline.com/magazine/2015/may-2015-vol-242-no-5/features/role-of-quality-
management-system-in-project-completion>
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