Quality Management in Business

Quality Management
in Business

Table of Content
• Introduction
• How quality management can be measured
• The benefit of user and non-user surveys in determining customer needs
• The methods of consultation employed in one quality scheme
• The value of complaints procedures
• The role of self - assessment
• The importance of communication and record keeping
• How guidelines should be followed on the stages of staff consultation
• New systems or modifications to existing systems that could improve service
quality
• Conclusion
• References

Introduction
Quality management is an act of overseeing all activities and tasks
which are needed to maintain a desired level of excellence. This
includes a kind of determination of a quality policies, creating and
implementing quality planning, assurance, 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.

How quality management can be measured
In an hospitality industry improvements is very necessary to retain
consumers and acquire best and competent staff members. In Novotel
London city hotel after apply quality measure management have to
measure their effectiveness for that various measures to judge quality
of products and services that are as follows:
• Statistical process control charts
• Flow chart