Quality Management and Consumer Satisfaction

This assignment requires a comprehensive understanding of quality management philosophies, methodologies, and their practical applications. It involves evaluating different approaches to enhance product/service quality, examining how consumer satisfaction can be utilized as a metric for business evolution, and exploring how value added services can enhance customer experience.

Quality Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1 & 2 ....................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Way in which quality management can be measured......................................................3
3.2 Benefit of user and non-user surveys in determining customer needs.............................4
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups.......................................................................................................5
3.4 Value of complaints procedures and analyse how they may be used to improve quality 5
TASK 4............................................................................................................................................6
4.1 Role of self assessment in order to determine an organisation’s current ‘state of health’6
4.2 Evaluate the importance of communication and record keeping.....................................6
4.3 Follow guidelines on the stages of staff consultation necessary for effective
implementation of a quality scheme.......................................................................................7
4.4 propose new systems or modifications to existing systems that could improve service
quality.....................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Quality management make certain that a company, service or product is compatible if it
follows four major elements: quality control, quality improvement, assurance as well as
planning. Quality of product is mainly focused over the service and product quality along with
the means through which it can be met in effective manner. Rose and Crown is a 3 Star
independent hotel which is situated in the Midland at city outskirts. The core customer of hotel is
corporate guests and at weekend, the leisure guest (Al-Swidi and Mahmood, 2012). After
decrease in market, the company has been facing various complaints of consumer as well poor
management of staff and their wage issues for which organisation need to properly manage the
quality of internal functions in order to carry out better outcome. This report will analyse
different strategies and method through which proper management of operation quality can be
done in effective manner. It will assess the concept and features of quality management and how
it can be measured and assisting in management of activities and staff members of company. It
will also light over the self management, staff consultation and modifications system in Holiday
Inn.
TASK 1 & 2
Covered in PPT
TASK 3
3.1 Way in which quality management can be measured
Quality management consist of designing and controlling the activities to ensure which
service and product is suitable for the purpose of achieving requirements and specification of
clients in better manner. There are various methods and technique which can be used for better
working and management of work quality in Rose and Crown Hotel in order to manage new
skills, worker and maintain service quality in order to meet consumer outcome in effective
manner in which some of them are mentioned below:
 Benchmarking: Benchmarking is set for standard quality reference, which is utilised to
emphasise quality of the recent project (Boyd, and Tucker, 2012). It can be performed by
any reputed organisation or those entities who aim to emerge in company. This consist of
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planned and actual practices project to understand the improvement, best activities and
other performance measurement.
 Quality meeting: It consist of people who are liable for the management of quality
involving sponsor, stakeholder, members of project team and other members. Theses
individual are able can rectify the decision-making through rendering better options and
diverged ideas. Hence, modifications in service or process is done according to the
provided suggestion of quality meeting.
 Flowcharts: It is considered as graphical representation presenting the procedure steps
and its relationship. This help in managing the decision elements, activities and other
procedures solving the issues and conflicts of the company in better manner.
Rose and Crown can use these approaches and methods for managing the activities in
order to assist their work and staff members for better work quality and enhance in the market
position.
3.2 Benefit of user and non-user surveys in determining customer needs
It is essential for entire organisation to understand the need of consumer at first (De
Menezes, 2012). In order to analyse the requirement of clients, there are various techniques
which can be utilised for it. Setting certain population and survey types is essential which is
mentioned here:
User-base survey help an organisation in seeking the main weakness and strengths of
organisation. Rose and Crown can manage their client needs and demands for service and
products in better manner. This type of survey is carried out for evaluating expectation and
requirements of their service user and potential buyer. This also aid in analysing their benefits
along with their overall service quality and management of organisation.
Non-users survey is also useful for the company which is unusual for market evaluation.
Through this, Rose and Crown can measure their performance along with competitors for
identify the measures for gratifying clients. This can help in understanding various aspects an
organisation, understanding the self performance, market position along with various market and
business drawbacks in regard of achieving their target in effective manner.
Although both survey types is required for effort and quality management in Rose and
Crown hotel for satisfying and meeting the desires of customer. But user-survey is more
effective method to seek client requirement. Rose and Crown can meet their demands through
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managing the needs of consumer in better way through understanding and evaluating the major
aspects of market, trends of their clients and understanding the probable methods to promote
their practices and achievement in better manner (Goetsch and Davis, 2014).
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups
Quality management consultation is a professional procedure who render professionals
advice in certain areas like management, education, human resource, law, finance, engineering,
marketing finance etc. In the business organisation like Rose and Crown, this is a better
techniques which can support the company in management of their personnel resolving the
issues and conflicts within their enterprise. They can opt various consultation technique such as
stakeholder consultation, suggestion strategy etc.
Various methods which can be utilised for encouraging the involvement of under-
represented groups. Here are rendered some of employed schemes: Form Survey: In order to get quick reply, the forms can be designed in better way
through which response of under-represented group can be identified. Telephone Survey: This refer to issues, problems, requirements, expectation through
using telephone as a medium (Practical Methods for Measuring Service Quality, 2016). Interviews: An individual may be selected randomly in the under-represented group etc. Questionnaire: Set of written and printed questions with survey purpose or managing
statistical evaluation. Focus Group: This can be referred as a small but diverse demographical group of people
as well as whose response are studied especially in the research market or analysis
political elements in leading or open evaluation about the new products.
 Open Meetings: This is a software optimise for online training, presenting, collaborative,
web conferencing Whitbread as well as document educating along with user sharing of
desktop.
There are many other techniques and medium as well through which organisation can
meet the determined group. Through the help of survey, organisation can meet better response as
well as make appropriate outcome in better way through undertaking the suggested activities.
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3.4 Value of complaints procedures and analyse how they may be used to improve quality
A complain can be defined as expression of discontentment, made either in written or
verbally in regard of service standard, lack of action through the staff, council, influencing a
person consumer or group of consumer. This procedure undertake a systematic and scientific
form or steps through which consumer make a complaint. There can be numerous cause due to
which, different issue and menace can emerge in context of Rose and Crown company. It can be
either less satisfaction with the provide facilities, services and other factors or the management
problems etc. In order to meet consumer satisfaction for their service and products, an
organisation can apply various procedures of complaints. This is beneficial to undertake
systematic compliant procedure system in regard of managing their service of consumer and can
help in managing the practices through reducing the probability of further problems from the
enterprise. Here are discussed basic process to compliant within Rose and Crown : Analyse the issue: This is essential for Rose and Crown to evaluate the responses and
complaints of consumer and clients to understand the basic issues incurring within the
organisation. Understand the Cause: In relation of managing the problems or complaints of consumer,
company in next stage focus over the main cause behind the issues through deep analysis
and evaluation of market. Upgrade: Rose and Crown need to plan modification numerous practices and strategies
according to the requirements and raised complaints. Resolution: This is fundamental for the organisation to seek proper resolution by
analysing situation designing proper approaches and methods. Rose and Crown are
making amendments accordingly to retain in market more significantly.
 Modify and Learn: Execution of probable resolution through employing different
modification with the existing system, Rose and Crown can resolve complaints and issues
of clients and consumer. Also they can learn through modified responses and track as
well as control outcome effectively.
Demonstrating the above mentioned compliant procedure, Rose and Crown can achieve
their business objectives creating better recognition of enterprise. It also renders various
identification of certain drawback of the organisational commodities. Rose and Crown require
this approach and should evaluate their client's complaints in order to recognise the major cause
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behind poor work quality. The company can use the point of low service quality of hotel as the
major point in order to improve their work. For employing and planing management of quality
activities, such information can be utilised. An organisation can develop their service and
product quality for meeting the better service level more than competitors and reduce the
limitations and drawbacks of organisation. Sometimes, complaints of consumer can help in
meeting the requirement of training demand among the members of staff.
TASK 4
4.1 Role of self assessment in order to determine an organisation’s current ‘state of health’
Self-assessment is a process of managing and analysing one's role, strengths and
weakness which is very crucial part for an organisation in order to consider the state of health
(Kern, 2014). A company should organise various objectives and associated activities according
that determine the experience and knowledge of staff members of system. Through using the
method of benchmarking, one can measure their drawbacks, strengths along with developing
their service. As Holiday Inn is facing various issues, the company can employ development
through managing the assessment techniques in ideal way. This can help in rendering proper
function activities along with help in meeting the opportunities through which development can
be achieved in better manner (Quality Philosophers, 2016).
4.2 Evaluate the importance of communication and record keeping
For an well renowned London group of Hotels “Holiday Inn” , communication plays
essential and most important role in checking and identifying required internal and external
quality management system. The base or foundation of this well trusted group is completely
depend on communication within organisation as well as communication with its customers also.
Because of adaptation and implementation of healthy communication methodology within
organisation as well as with its customers, will provide information about respondent point of
view and their satisfaction level towards their products and services.
For smooth functioning of such large organisation group, records are keeping in a well
structured manner i.e. also an most important necessity function or part of an organisation. By
adopting methodology of records keeping, comparison of past years balance sheets and market
values can be done easily in a effective and efficient manner and it also helps in identifying small
defects which creates or makes huge hurdles in achieving organisation vision and targets.
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4.3 Follow guidelines on the stages of staff consultation necessary for effective implementation
of a quality scheme
For achieving success and growth within a large group of organisation, communication as
well as consultation methodology or technique plays essential and crucial role or function. Staff
consultation is one the foremost rule for achieving company's targets and vision. Staff
consultation relates with one of the most important obligation for all managers. It sets out a
firm's process regarding consultation with staff members upon health and safety issues as well as
further issues which can occurred in the firm. For overall development as well as growth of a
large group, consultation and views exchanges policies and strategies must be happen within
organisation with plans discussion. In digital marketing, staff consultation is helpful in
determining various ideas to promote products and services at marketplace and gaining high
competitive edge. Conferences and workshops also most important for staff members for their
motivations and also for plan discussion. For effective and appropriate functioning of quality
management system within organisation, communication and consultation methodology must be
happened which encourage and motivate all members or employees of organisation (Krenkel,
2012). Top authority of large renowned group should communicate and consult with ground
level employees through conferences, workshops and feedbacks within organisation. Ground
level employees or members of an organisation are the one who finally implement and convert
company vision ans mission into reality with their full dedication and passion towards their work
and responsibilities. There are various procedure and phases that can be followed by organisation
in order to achieve the set objectives.
Process of Staff Consultation: The process of staff consultation of Rose and Crown
involves certain stages, such as - Initiate action (Setting the scene): Stating vision and getting buy in from the board and
managers. In this first stage, determination of issues and problems is done. Explaining Rationale: In this stage, Rose and Crown explain entire rationale to the entire
staff members. Develop the plan (Commitment and requirement for Staff): It involves financial returns,
organizational structure and determining new ways of working. The company explain the
rationale associated with the change. This is required to make staff commitment to make
required changes which comes under third stage.
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 Implement changes (Reporting and communication): Through face to face consultation
with employees, electing reps and dealing with trade unions. In the next phase, reporting
and communicating procedure is being conducted that can help them in achieving their
outcome.
 Cement changes (team gradation and engagement): Coaching and anchoring the vision
and determine new employment goals. And in last phase, the team update the existing
activities and practices and engage in new modified activities in significant manner.
4.4 propose new systems or modifications to existing systems that could improve service quality
For delivering quality products and services to its customers, well renowned luxurious
hotel group of London “Holiday Inn” need to modify and make changes in their financial budget.
They have to create a healthy and fruitful ambience in their hotels which helps in competing with
its rivalry. Organise workshops and conferences for their employees, motivate and realise them
they are the part of an organisation without them this large group will not run smoothly and
efficiently to compete with its competitors (Kneese, 2013). It enhance their knowledge and skills
along with their quality in effective manner. This group has to adopt and implement business
strategy models for maintaining quality management system within organisation such as SWOT
and PESTLE analysis and Porter's five force model. These methods can helps in analysing
external and internal factors that affect individual or organisation's quality along with helps in
analysing strengths and weakness of current one. Customers are the key part of success for an
organisation, so Holiday Inn London hotel group has to be invest in making people friendly
environment and creating culture within organisation which attracts more and more customers.
There are several other methods that organisation can optimise for managing proper and
effective quality such as effects analysis, lean or six sigma, root cause evaluation,
communication tools etc. Through this, enterprise can accomplish their objectives and meet their
determined outcome in more significant manner.
CONCLUSION
It can be summarised from the stated report that quality management is considered as
fundamental as sales , productivity, cost control, management of risk and compliance. There are
various definitions given by expert of business and quality professionals developed over the
period of time Inspection and assurance procedure is distinct concepts as it undertake different
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methodologies and involvement of goods quality. Entire philosophies has outline different
structure and approaches. Consumer satisfaction is very essential aspect which render business
owners and marketers with metric which can be utilised to evolve and manage the businesses.
Value added refer to the enhancement which a company render to their service and product
before delivering consumer the product. Quality management consist of designing and
controlling the activities to ensure which service and product is suitable for the purpose of
achieving the requirements and specification of clients in better manner.
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REFERENCES
Books and Journals
Al-Swidi, A. K. and Mahmood, R., 2012. Total quality management, entrepreneurial orientation
and organizational performance: The role of organizational culture. African Journal of
Business Management. 6(13).p.4717.
Boyd, C. E. and Tucker, C. S., 2012. Pond aquaculture water quality management. Springer
Science & Business Media.
De Menezes, L. M., 2012. Job satisfaction and quality management: an empirical analysis.
International Journal of Operations & Production Management. 32(3). pp.308-328.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Papp, J., 2014. Quality management in the imaging sciences. Elsevier Health Sciences.
Sallis, E., 2014. Total quality management in education. Routledge.
Talk, O. M., 2016. Operations management.
Vanichchinchai, A. and Igel, B., 2011. The impact of total quality management on supply chain
management and firm's supply performance. International Journal of Production
Research. 49(11). pp.3405-3424.
Zu, X. and Kaynak, H., 2012. An agency theory perspective on supply chain quality
management. International Journal of Operations & Production Management. 32(4).
pp.423-446.
Kneese, A. V., 2013. The economics of regional water quality management (Vol. 7). Routledge.
Krenkel, P., 2012. Water quality management. Elsevier.
Online
Quality Philosophers. 2016. Available through: <http://www.bpesec.com/2016/08/14/quality-
philosophers/>.
9 Practical Methods for Measuring Service Quality. 2016. Available through:
<https://www.userlike.com/en/blog/measuring-service-quality>.
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