Quality Management in Business : Wembley International Hotel

Quality Management in
Business

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Definition of quality in terms of business and service................................................................1
Quality assurance and process of assurance and inspection ....................................................1
Range of approaches of quality management along with similarities and difference between
methods.......................................................................................................................................2
Similarities and differences between Joseph Juran's and Deming's approach ..........................3
TASK 2............................................................................................................................................3
Customer satisfaction and continue improvement......................................................................3
Value addition through quality provision...................................................................................4
Identification and description of types of information that is available to customers................4
TASK 3............................................................................................................................................5
Explanation of How Quality Could be Measured along with Evaluation of Benefit of using
Surveys........................................................................................................................................5
Methods of consultation employed in one quality scheme to encourage participation..............6
Benefit of user and non-user surveys in determining customer needs........................................6
TASK 4............................................................................................................................................7
Analysis of the Role of Self-Assessment and Evaluation of Role of Communication and
Record Keeping...........................................................................................................................7
Identification of stages for staff consultation .........................................................................7
Proposing New Systems or Changes to Existing Systems to Improve Service Quality.............8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Quality Management in an organisation can be explained as the way and methods that are
required to be considered in any of the company for the purpose of ensuring the better
maintenance of quality of a product which is delivered by an association. In this various kinds of
elements are included and they are planning, assurance, improvement etc. All of this components
are required if organisation is required to maintain the healthy relationship with there customers.
This file is based on Wembley International Hotel which is located in Wembley, England,
United Kingdom. It is one the finest hotel when it comes to delivering the services to the
customer. In context of the file, it will cover various approaches of quality management and
what are it major benefits. Even it there will be discussion on quality control and application of
principles of quality management (Aquilani and et. al., 2017).
TASK 1
Definition of quality in terms of business and service
Quality management is the instrument for overseeing all activities or operations that are
performed by company through which they maintain expected standards of their products and
services. With the help of quality management an business ensures that they its products are
consistent and stable. Like in context of product quality team assure that its products are good
with standards. While for the service sector quality team ensure that organisation provide or
deliver effective services to customer such as quick delivery, low maintenance etc. For
circumstance of Wembley international hotel service quality is defined as to fulfil needs and
expectation of customers.
Quality assurance and process of assurance and inspection
Quality assurance refer to different procedures which are perform by an organisation in
order to ensure the effectiveness of services that are deliver to the customers. In context
Wembley inter-national hotel quality refer to the standards that are measure by the management
to maintain their policy and reputation of the company.
As per quality inspection, this process refer to the overall and detailed look of the
services that are provided within Wembley international hotel. This process is taken to re-
evaluate the action or activities as per-set standards that is decided by management. There is a
defined process through which employees perform their work through systematic and sequential
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performance such as purchasing better raw materials that are good in standards and from regualar
suppliers. Some example which define the criteria for quality services in hospitality business are
customer satisfaction, safety of employee and staff, privacy of guest etc. This all aspects and
scenario are decided by company as per roles and functions of departments. For this they all are
defined as per specific departments that work as quality performance (Talib, Rahman and
Qureshi, 2012).
Range of approaches of quality management along with similarities and difference between
methods
It is essential for management of an organisation to use different methods of quality
management that allow company to maintain quality decided by management. Different types of
approaches which are implement by Wembley international hotel is given below:
W Edwards Deming's approach:
The Deming's approach creates effective outcomes to ensure the quality management
within the organisation. As per this philosophy the quality of service is improved through
cooperation of management principles that emerge in order to maintain quality with investing
minimum cost in the organisation. Moreover this approach follow certain process that include
step of plan, do, evaluate and action.
Joseph Juran's approached
Joseph approach is the consideration of Pareto principle, this states that human concept of
quality management is very important. According to this approach it is essential for organisation
to provide effective training and education to managers and staff. This approach is decided on
three factors which are mention as follow:
Quality planning- In this process awareness is created among employees regarding the
necessity for development of organisation this includes improvement of work performance to
accomplish the goals of organisation (Psomas and Jaca, 2016).
Quality control- In this stage the organisation formulate different methods through which
they test the quality of products and services. Along with this it explore deviations that are
require by organisation for effective improvement.
Quality improvement- This is the last stage in which company work to achieve the
perfection. Further this included approaches to improve performance through different methods
which include action, plan, goal and their evaluation.
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Similarities and differences between Joseph Juran's and Deming's approach
Similarities
 Both approaches focus to fulfil requirements of customers in effective way. Like in
Deming and Joseph approach they formulate and evaluate plan and goals according to
fixed standard (Mohammed and bin Rashid, 2012). In Deming's approach customers are treated as important aspect of production system.
Similarly Juran's view the benchmark of quality is decided as per expectation of
customers to manufacture a product.
Differences
 In case of inspection differences are created as Deming's approach is not considered as
per standards of production team. While in Juran's approach organisation approaches on
towards effective training of employee to improve their performance.
TASK 2
Customer satisfaction and continue improvement
In present scenario customer satisfaction is the important factor that results for the
success of the organisation. This is essential for each organisation to improve their services by
implementing various technique such as technology adaptation, training and development of
employee which helps to keep their customers happy and satisfied. In context of Wembley
international hotel this is regarded as to measure the quality of their services as per demands and
needs of customers or their service user. Apart from this high customer satisfaction within
Wembley increase the customer base through providing effective services and competitive
advantage against their rivals. In context of organisation this approach is used by organisation to
ensure healthy relation from customers by approaching them and analysing their needs as per
need of each individual (Macheka and et. al., 2013).
Continuous improvement is the process which ensure regular development and growth of
an organisation. This includes the improvement of functions and operations within all
departments. Furthermore the aspect of continues improvement includes relevant and essential
steps in order to match their activity with pre set standards that ensure continue growth in their
operations. In context of Wembley international hotel continue improvement produce effective
results that help firm to enhance their competence through increasing performance of employees
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and their functions. Their are various ways are present through which continue improvement
could be achieved. Example- The management identifies the areas of operations in which there
is requirement of improvement (Law and Cobanoglu, 2014). Along with this it helps to
formulates plans according to certain aspect and scenario which impact on the process of
company while manufacturing a product. Hospitality sector is wider concept in this an
organisation implement continuous improvement in each area of company which include
customer services, safety and privacy of guest and food quality.
Value addition through quality provision
In context of services quality refers to increasing and adding value within organisation by
delivering customer services. Quality in provision of service must be an essential aspect of
continues improvement which provides several benefits to organisation and customers. As for
Wembley inter-national hotel, management uses latest technology and database information
through which they provide customised and personalised customers services to its customers.
Furthermore, training and development are recognised by company to review and evaluate their
performance to increase their ability and skill into a new level. All this aspects helps in adding
value for increasing the performance of operations in effective and efficient way with increasing
the customers satisfaction within the company. Some added values are covered in this task with
in context to Wembley inter-national hotel that reduce cost of services by implementing their
experience in the production process. The another way for adding the value and reducing the cost
of services is to utilize company resources to deliver their process in effective way. Apart from
this repeat-ion of services helps an organisation to gain high skills which is useful to enhance
brand image and goodwill in order to deliver effective services to customers.
Identification and description of types of information that is available to customers
Hospitality sector introduce several aspects of information that are different and unique
from each other (Kihn and Ihantola, 2015). This all data is used by company to generate
effective decision which increases brand image of organisation in global market. As for
Wembley international hotel marketing is quite essential for company as it helps to influence
stakeholders for generating effective relations between customer and organisation.
Different types of information that is available to customers of Wembley inter-national
htoel includes general information about the operations of company. This includes operating
hours, competence of staff etc. Another type of information includes different CSR activities that
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are performed by Wembley international hotel are included under marketing activities as they
promote the organisation positively. It includes charity, donations etc. all types of this activities
are included under different factors within marketing operations the increase goodwill of
organisation which helps to charge premium price from customers. Along with this it helps the
management of organisation to formulate effective marketing strategies that complete the task of
company in an appropriate and effective manner through communicating with customers and
employees (Kelly and et. al., 2013).
TASK 3
Explanation of How Quality Could be Measured along with Evaluation of Benefit of using
Surveys
The most important task within the organisation is to measure the quality any of product
and services. It is mainly necessary for the hospitality industries through which they can
accomplish the target on specific time period. If organisation will not be able to meet its targets
then it will reduce the goodwill of a company and even it might result in losses for the company.
Some of the method that are being implemented within Wembley International Hotel in order to
check the quality in their process and operation management system and they are mentioned
below:
 Comparison against Competitors: It is one of the most effective method which is in use
at current situation in Wembley International Hotel in order to measure the quality of
services which is being offered in different similar form of hotels. It is one of the msot
useful methods for organisation because customers can easily measure the difference in
the quality of services which are being delivered by other companies too. Compliance with Industrial Standards: It is also one of the way through which
Wembley International Hotel can identify that whether they are delivering the best
services or not to there customers (Kapiki, 2012). They are required to measure the
quality which they are delivering and what is necessary to be delivered by doing
comparison from compliance with industrial standards. This will help them to find that
what service are expected to be delivered.
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 Key Performance Indicators: It is also useful for the Wembley International Hotel as it
will help to measure the appropriate quality. Different key performance indicators have
been set for their organisation which need to be accomplished. Some of them are CSR,
customer retention and many more.
Here, Wembley International Hotel can use determining customer needs through which
goals of an organisation can be easily accomplished. This will help them to guide that what are
the essential work which is required to be done by the company (dos Santos, Méxas and
Meiriño, 2017).
Methods of consultation employed in one quality scheme to encourage participation
It is important for Wembley international hotel to consult with employees because they
helps them to create effective results for the company. Moreover participation of employee
helps to increase the productivity of organisation. As for hospitality organisation the quality
system helps employees to generate key decisions for the organisation. Some methods that are
needed by organisation to increase their quality scheme is mention as follow:
The most basic method that is used by all organisation is questionnaires. Usually
company develop an questionnaires to collect essential information. For this company ask few
question from different respondents through which they collect essential data that helps them to
improve the quality of their services or products. The other method that is used by is take interact
from different customers through which they predict that their services match with customers
expectation or not. While last is organising meetings with employee which helps to identify the
loopholes that create barrier to complete their work within pre-decided period.
Benefit of user and non-user surveys in determining customer needs
In context of user survey, it will give detail knowledge about the current profile and
facilities which is being provided by the company. It will help them to improve in various
department as suggestions can be easily given in it. Here, Wembley International Hotel will be
benefited as they can take the best course of action which will help them to enhance their
performance in the market (del Mar, Alonso-Almeida and Bremser, 2013).
In terms of non- user survey, employees of Wembley International Hotel will provide the
information through which they can accomplish their goals. There are various benefits of non-
user surveys such as it will improve the engagement of employee's in a company. Effective
policies can be easily formed.
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TASK 4
Analysis of the Role of Self-Assessment and Evaluation of Role of Communication and Record
Keeping
Self assessment plays an important role to analysing the current health state of the
organisation in order to enhance their services and products that are needed by organisation. In
context of Wembley international hotels, the quality of services that they deliver to their products
are quite efficient and effective (Bharwani and Butt, 2012). The company has increased skilled
of their employee thorough which they pay adequate attention to all guest or customers. So that
they provide effective services which signify that put all efforts to satisfy the expectation of
clients. However in current financial position and political instability of company is suffering
some issues that creates problems in retaining the staff. While due to effective strategies of
company does is effectively managing stability of their profits as they emerge their operations to
satisfy customers.
However it is also essential for the organisation to measure the role of record keeping and
communication. As for Wembley inter-national hotel there are several information which is
important for organisation to exchange between different stakeholders. It is essential for
hospitality industry that they interact with different employee's through which they enable better
relationship in internal organisation and beyond the external factors. This results that it creates
good and healthy working environment within the company. Moreover effective communication
helps to exchanging essential information that is important to perform task in appropriate way.
Identification of stages for staff consultation
Their are different stages of staff consultation which could be used by management of
Wembley international hotel in order to implement effective scheme for quality. Different types
of stages for staff consultation include are that in first stage they create or decide vision and
mission for the organisation and then share them with all work force of the organisation (Beske
and Seuring, 2014). While the next step is relate with communicating to employee's in order to
develop and plan effective strategies for organisation. Moreover staff consultation is used by
Wembley hotel to determine and create effective working teams or groups to deliver best
services to its customers. For this there is need that company pre-decide benchmark for each
activity and employees has to perform this activities with in framework of the organisation.
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Proposing New Systems or Changes to Existing Systems to Improve Service Quality
In present scenario all organisation expanded their business activities at global level so
now customers has various alternatives to switch on other organisation. So in context of
hospitality business it is necessary for organisation to bring changes thtough which they provide
effective services to its customers (Ajala, English and Pinkney, 2013). This modification
includes to adopt new technology, quick delivery of services, creative environment through
which more participation of customers in different operations of customers. As for context of
hospitality business it is important for organisation to perform and organise those activities
which involves roles of customers satisfaction as they are paying money to gain new experience.
Management of Wembley international hotel implement latest and effective modification which
helps to develops the design of organisation. This assist to make system in which an organisation
has to communicate and perform their task internally and externally in order to exchange
necessary information in efficient and effective way. The unified quality system helps an
organisation to manage their business in cost effective way to enhance and add more quality in
their products or services.
CONCLUSION
Hence, it can be concluded from the above information that managing quality is required
in each and every business organisation. In context of a company, it is one the important task to
ensure the quality of any work within the company. There are number of approaches that are be
used in the process of quality management. In addition, it is crucial for the company that they
must work on continuous improvement through which value and services can be added to
company. Also, it is necessary to take the use of self-assessment for the purpose of find in the
recent data of health of an organisation so to follow the guidelines
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REFERENCES
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perspective. Worldwide Hospitality and Tourism Themes. 4(2). pp.150-162.
del Mar Alonso-Almeida, M. and Bremser, K., 2013. Strategic responses of the Spanish
hospitality sector to the financial crisis. International Journal of Hospitality
Management. 32. pp.141-148.
dos Santos, R.A., Méxas, M.P. and Meiriño, M.J., 2017. Sustainability and hotel business:
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Identifying approaches of quality management. 2013.[Online]. Available Through:
<https://www.investopedia.com/terms/q/quality-management.asp>
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