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[PDF] Quality Management in Business Assignment

   

Added on  2021-01-02

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Quality Management inBusiness

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Quality in terms of business and services provision........................................................11.2 Role of quality control & quality assurance in inspection and assurance processes in theRose and Crown's quality management..................................................................................21.3 Range of different approaches that can be used for improve the quality management....41.4 Major differences and similarities in between the different methods..............................5TASK 2............................................................................................................................................62.1 Customer satisfaction.......................................................................................................62.2 Continuous improvement.................................................................................................82.3 Major types of added values to be gained by The Rose and Crown................................82.4 Types of information made available to customers and the importance given to effectivemarketing..............................................................................................................................10CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12

INTRODUCTIONQuality management is a formalized system that possesses responsibilities andprocedures for maintaining the quality of products and services. It is described as a managementapproach 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 forimprove the quality and attract more customers. This report is based on the Rose and Crownorganisation that is basically situated at the outskirts of a city in the Midlands and it operates inHotel sector. In this report, it will describe the definitions of quality in terms of business andservice provision and role of quality control & quality assurance in inspection with confidenceprocesses in the organisation’s quality management. Further, it will discuss a suitable range ofapproaches taken to improve the quality management. It will discuss for customer satisfactionand continuous improvement. Lastly, it will include types of information made available tocustomers and the importance given to effective marketing. TASK 11.1 Quality in terms of business and services provision.All service and business organisation earn huge profits by selling their basic services andproducts to their potential customers. In the terms of business and services provision, qualitydefines as a special product or service that render for the perception of the degree to deal with theconsumer's preferences and expectations. In this context, definition of quality is provided by theAmerican Society i.e., it is a subjective term for which every individual has her or his ownperception 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 toimply requirements or satisfy stated and the second one is a service or product that is free fromdeficiencies. In the modern era, several organisations have been using its quality management tobuild and create better qualitative services and products. It is treated as the main concept forimproving the marketing as well as sales techniques. It is the major feature of competition in thetarget market segment. In an organisational production process, its quality must be included in itswhole process and improve all service and products. In the hotel industry, each companyprovides better leisure facility and hospitality services to its potential clients. In this context,1

management team of the Rose and Crown must renders better facility to its customers andachieve desired objectives and goals. Even if organisation see themselves in the hotel sector, andnot in this service industry, it is still required for creation and maintaining its quality of theirinvested products and services so that it must retain for the customers and become morecompetitive. In this context, meaning of quality have been developed over the period and differentinterpretations 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 theywilling to pay for it.Normally, quality of a product or service states as its perception of the degree whichmeets to all expectations of customers. It is also known as the subjective, perceptual andconditional attribute (Goetsch and Davis, 2014). Each product should be capable to meet thecustomer's requirement and also meet for its deliberate purpose as planned by the managementteam of company. Such as the Rose and Crown, it must maintains reasonable and better servicesfor its customer in the tidy and comfortable environment. In the recent years, the quality alsoseen 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 Roseand Crown's quality management.2

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